Consumer complaint received 2021-03-03
Company: Square Inc
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
XX/XX/XXXX I received {$210.00} from a client and shortly after my cash app account was hacked. Cash was requested and sent to an unknown/unauthorized person. After receiving the money from my client a request of {$210.00} was requested from a name similar to the person that sent the cash. Cash app denied that request as suspicion fraud. Minutes later another request was made and was accepted and sent out from my cash app balance. Shortly after there was another request for {$1400.00} that was denied by cash app. There was a request to send me {$500.00} from an unknown person that was denied and lastly there was a request for {$1500.00} with the title rent that was accepted and came out of my bank account via cash app. I never pay my rent via cash app and my rent varies monthly due to utilities. After discovering the issues I had with cash app I put in a complaint via the app and contacted my bank. I then started investing deeper and noticed I had a text message and emails from cash app about my code being requested. I also noticed that my email account had been hacked and the thieves forwarded the email with a code to themselves. 

I Submitted request for refund via the app on XX/XX/XXXX. 

They replied on XX/XX/XXXX Hi Thanks for reaching out. Cash App has the highest commitment to the security of all our customers ' accounts. For that reason, payments are subject to review, and occasionally a payment is returned to the sender. 

Keep in mind that declined payments may result in a pending charge on the senders bank statement, but these should disappear in a few business days. 

Please note, either party can affect the processing of a payment. If you would like to know more, you can review Cash App 's Terms of Service and Payment Terms. 

Please let us know if you're still experiencing issues so we can look into this further. 

Cash App Support ref : XXXX : ref XX/XX/XXXX Cash app emailed me : Hello I appreciate your patience while waiting for our response. My name is XXXX and I'll be taking care of you from here. Thank you for getting in contact with us. I understand that you are inquiring about your account being hacked. I know how confusing this could be. I'll be happy to check and shed some light on it for you. 

We did not receive complete answers for each question. Without these answers, we can not file your claim. 

To begin our investigation, youll need to provide a complete answer to each of the following questions : 1. What is your legal name and email address and/or phone number linked to the account associated with the 'unauthorized ' activity?

2. What is the date/time and amounts for the transactions that you believe are in error, and why do you believe they were unauthorized?

3. Were you instructed to download any other apps other than Cash App to access the account in question?

4. What is the make and model of the device ( s ) you were logged into when the transactions took place?

5. Which city & state were you in when the transactions took place?

6. Did you forward or provide any account access information to a third party?

We will review your account as soon as we receive this information.

Cash App Support does not have a phone number to call at this time. We will never ask you to provide your PIN, send a payment, add funds to your balance, make a purchase, or complete a " test '' transaction of any kind.

Thanks for all your help, Ill keep an eye out for your response.

Stay safe and have a wonderful day!

Kind regards, XX/XX/XXXX

Cash App Support XX/XX/XXXXI sent that information over and received an email stating : Hi XXXX here with Cash App Support, I'll be taking over your case from here, thank you for reaching back out to us. I understand that getting your funds back is important for you, I know how concerning it is to have unauthorized payments on your account. Not to worry, I'll gladly check your account and see what happened with these funds. 

After taking a look at your account, we compared the transactions you brought to our attention with your account history. We determined that the transactions in question were sent from a known device. This device had accessed your Cash App account prior to this event. 

Based on this information, we have determined the transactions for XXXX and {$210.00} to $ XXXX and $ XXXX on XX/XX/XXXX were authorized, and as a result we have denied your claim. This concludes our investigation into this claim. 

To further secure your account, we suggest the following security steps : Sign-In Code - Cash App will never request this information outside the app. 

Security Lock - Enable passcode or Touch ID for every in-app Cash App payment. 

Personal Identification Number ( PIN ) - Protect it and keep it private. 
- Do not write it on your card or store it with your card. 
- Use a difficult to guess PIN. 
- Do not use sequences ( XXXX ), DOB, SSN, address, phone number, etc. 

Push Notifications - Enable for every transaction. 

Virtual Card - Tap your in-app Cash Card to hide its details. 

Touch ID / Facial Recognition / Passcode - Enable login security on all devices.

- Each device may vary, please check your device manual for more details. 

Email Two-Factor Authentication - Enable for an additional layer of security.

Lastly, we strongly encourage the use of a secondary email for additional security. 

Please note : Cash App does not have a direct phone number to call. 

Also, Cash App support will never ask you to provide your Sign-In Code, PIN, require you to send a payment, add funds to your balance, make a purchase, or complete a " test '' transaction of any kind. 

I hope this helps clear things up. Let me know if you have any other questions or concerns I can address. I'm here to help!

Best Regards, XXXX Cash App Support I then replied to the email saying No I did not authorize these transactions I dont pay rent via cash app I live in an apartment complex. They tried to get me for {$1400.00} and you guys blocked it like you should have with the {$1500.00}. I need my money back the {$210.00} was from a client and was stollen from your application. You need to do better with your security I want my money back ASAP I also sent them a few screen shots of how multiple transactions were pending from my bank account and the requests for money being sent and accepted. 

XX/XX/XXXX After submitting those documents I received an email saying, Hello My name is XXXX from Cash App Support I see you were in previous interaction with our Cash App Team and I'll be taking care of you from here. I'm sorry to hear that you had unauthorized transactions attempts into your account, I know how worrisome could be for you. Keeping your personal information secure is our highest priority. 

Im assigning your case to a specialist to begin the investigation. 

Investigations can take up to 10 business days to complete, depending on the information you provided. 

Cash App Support does not have a phone number to call at this time, but you can request a callback from our support team through your Cash App when the option is available. 

We will never ask you to provide your PIN, send a payment, make a purchase, or complete a " test '' transaction of any kind. 

In the meantime, if you have any questions or concerns, please feel free to reach back out. I'll be happy to help! 

Best regards, XXXX Cash App Support. 

I have submitted several emails XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX asking about the status of my case with no reply and no phone number to contact them. 

On XX/XX/XXXX I received this email : Due to higher than normal volume our investigations are taking longer than we would like. This is not the experience that we want for our customers and we appreciate your patience while we catch up. 

I can confirm that your case has been escalated to the appropriate team and an investigation is in progress. You can expect to hear back about the status of your claim within 30 days of when the claim was filed. 

Cash App Support does not have a phone number to call at this time, but you can request a callback from our support team through your Cash App when the option is available. 

We will never ask you to provide your PIN, send a payment, make a purchase, or complete a 'test ' transaction of any kind. 

I have yet to hear from anyone else at Cash App. Nothing was resolved. There is no number to contact. My bank is still doing their investigation and to this day I am out of {$1700.00} of my hard earned money.

Company response to consumer: Closed with explanation