Consumer complaint received 2023-10-27
Company: Block, Inc.
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On Thursday XX/XX/2023 at approximately XXXXXXXX XXXX my payroll of {$960.00} was posted to my Cash App account, then at approximately XXXXXXXX XXXX  there was transaction where {$960.00} was moved from my account over to an account ( XXXX XXXX ) $ XXXX. The individual was able to hack into my account and move it as if I was the person processing the transaction. I attempted to explain to the CashApp staff that I have never done business with this individual : never sent or received anything. 
On the day of the unauthorized transaction, I sent a dispute to formally demand a resolution regarding the unauthorized transaction of funds from my Cash App account and asked for a detailed investigation. I have been in contact with several customer service support team on multiple occasions and have received unsatisfactoryresponses, despite my request. 

I asked the customer service team if they could do a thorough investigation to check and see which IP address the transaction took place from. When I talked with the staff, they said that they were not able to do that without the other account holder 's permission to verify and access his account. The staff asked me what type of phone I was using and where I was physically located during the time the unauthorized transaction took place. I explained to them that I was in a training class in XXXX, GA. 

I submitted another dispute for the 3rd time, I got a reply from XXXX on Fri, XX/XX/XXXX, XXXX ( 7 days ago ). She said that based on their investigation ( our investigation led us to determine that this transaction was authorized by you or someone you authorized to use your credentials and no error occurred. As a result, your dispute has been closed ). This was only after a few hours of getting my dispute request. 
I continued to go back and forth with them and instead of them checking in detail they have continued to deny my investigation request. I had some personnel to hang up on me and others told me that there was not a supervisor available to speak with. There were times that there was a language barrier so I asked to be sent over to another department/person to assist, and they said that I had to be sent to an email queue and someone would reach out to me ; but I never heard anything. See the screen file below from the customer support representative. The timestamp of the transaction shows that it was from XXXX XXXX. I am not located in that time zone. 

I filed a police report for finance fraud on the night of XX/XX/XXXX and the officer has launched his investigation by asking the record/file for the XXXX XXXX XXXX XXXX. I am upset because this has caused me so much time loss from work, mental anguish and stress. It might not seem like a lot of money, but these are funds that I was supposed to pay my bills with. Because of this financial loss I have faced embarrassment by asking family and friends toborrow money. 

I demand that they be investigated for this because after research this has apparently been an ongoing problem with others who use their platform.I demand that they do a thorough investigation to confirm that it was in fact a fraudulent transaction and refund all of my money. 


Date Status Amount Sender Recipient XX/XX/2023 XXXX XXXX XXXX XXXX ) Paid Out {$960.00} XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation