Consumer complaint received 2022-07-08
Company: Block, Inc.
State: NV
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
My 3 month old son an I went to XXXX for a little over a month and little did we know we didn't have a home to come back to so I then booked a room at the XXXX XXXX for a few nights till I could figure out what to do next. Right before I went to XXXX I was able to get a cell phone with service beings my old one hadn't had service without wifi in a couple months. When I went to XXXX it was rough finding time to do anything with a new baby and no help so I didn't even have a chance to switch my accounts over to the new phone. 
A friend of mine who was XXXX asked if his bro and him could shower in my room and I said yes they could. My friend showered and was ready to bounce but his bro hadn't showered just yet and was waiting for someone or something supposably.. I kept attempting to get him out of my room as it seemed as if he was trying to take it over as his room and kept getting angry anytime I would tell him it wasn't his room to be inviting anyone up or nothing like that beings it was a room I got for my XXXX old XXXX 
XX/XX/XXXX, Me and my girl ( who was staying in the room with me to cut the costs ) went down to the casino part of XXXX  while my son was asleep and her boyfriend was in the room to watch him and call me when he woke up. Her and I both had tried several times to get the other dude to leave without being mean or starting any problems so we thought if we left he would too.. When we went back up to the room he was no longer there, happy about that we went to bed. When I woke up I realized my old phone was gone among many other things. Then I checked my phone and there where notifications from cash app showing me every penny I had in cash app was sent out to a girl I didn't even know and that I had never done any transactions with in the past 2 payments one for {$4000.00} and one for {$640.00} the girls name was XXXX XXXX 
When reading through your guys 's list of policies and procedures it states that if a payment of {$1000.00} or more is attempted to be sent out that you guys will require additional identification, and you guys didn't ask for nothing I'm sure for the {$4000.00} payment or the dude wouldn't have been able to send it out! It also states that if an investigation is being conducted that you guys credit the account some of the money back while the investigation is taking place and then either put the rest of it back or pull the money that you credited back off depending on what you find during the investigation.. 
I have done at least XXXX claims with you guys ( which isn't easy with a new baby ) and they all were denied one saying I gave dude permission when I filed a police report and asked you if you guys wanted the report number or a copy of the report and both where declined, I also called to let you know the dude had been arrested for it and was charged and that didn't make a difference either. I came back with this money from XXXX to be able to take care of my new baby who's daddy doesn't help me at all with and that I do t have any kinda support group to help me either. All 's I have is me and all he has is me.. 
I have continuously contacted cash app to see what the next step would be XXXX who I could contact besides them and never have gotten an answer from cash app. I have contacted the XXXX XXXX and now you guys. 
XXXX XXXX XXXX stole my phone that was still logged into my accounts and sent every dime I had in cash app out to a stranger. Which I think is crazy because I've tried to send payments out that were XXXX XXXX and {$30.00} payments that you guys have stopped and the pop-up said for my protection it was stopped so I want to know how come these two payments weren't stopped when I've never sent a payment out of my cash app like that in the whole time that it was open unless it was getting cashed out. 

I did a claim on the phone and in the app and I stayed calling cash app trying to get updates people were rude and told me they didn't have any extra information on the subject but if there was anything else I needed help with they would be more than happy to help me. An even when I co tact them today they say the case was escalated to some special team XXXX something like that. 

My phone was stolen it was used to then steal almost XXXX grand from me which to me and my new son is a ton of money especially when I came back from XXXX to no longer having our home and my vehicle being stolen before my son was born. I really need this money back to take care of my son and having to go rounds with cash app then trying to figure out who else to contact on top of it all when I don't have time to do anything but to take care of my son is making this so much worse. I've been through enough with my money and other items being stolen I don't feel like I should be treated like a criminal or like I had anything to do with this cause I assure you this has been a nightmare and everyday that passes it just keeps getting worse and worse.. Please someone help us. I don't deserve to lose this money to a dirt bag thief and some girl I don't even know.. 

Who mind you blocked me I'm sure cause when they denied my claim they told me to go ahead and request the money from her specifically and I was unable to. So if I had anything to do with sending her the money why would I be blocked by her if somebody sending me XXXX grand I'm probably sending them all sorts of emojis not blocking them just saying I initially contacted cash app on XX/XX/XXXX I hit them up probably every day for the first 10 days that they kept telling me that they had 10 days to come to a conclusion on the XXXX day they've been told me that they had 45 days so I continued to contact them until I got an answer for the claim in my email which was denied so I began contacting them again and there was probably a total of four or five days that I didn't contact them between XX/XX/XXXX and pretty close to the first of this month. I also asked several times for a manager or supervisor to contact me they would contact me they would send me an email to my email from an email that told me that I could not reply to it so I couldn't get anywhere that way either.

Company response to consumer: Closed with explanation