Consumer complaint received 2022-05-19
Company: Block, Inc.
State: OR
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/2022 I used a debit card for purchases in XXXX XXXX at XXXX ; XXXX, and XXXX XXXX 
At XXXX, XXXX and again at XXXX, a " device '' other than the card in my possession, not authorized by me, known to me or with my consent, was used to fraudulently withdraw funds from an ATM owned by XXXX XXXX XXXX XXXX within XXXX  XXXX, I attempted to contact issuer of Cashcard ( debit card ) " Cash App '' to halt and dispute theft. They only have an automated " bot '' on Sundays. No live assistance was available. 
I immediately changed PIN. I continued to try to contact Cashapp help. 
I then went to XXXX XXXX and at XXXX and XXXX XXXX used the card in my possession to withdraw funds with a time and date stamp for proof of my possessing card and my location,, and I sent funds to XXXX recipients to drain my account should further fraud occur. 
XXXX is approx XXXX miles away from where I was located and a XXXX XXXX XXXX XXXX. 
The following morning at XXXX XXXX I was informed by Cashapp that I needed to contact the merchant. I contacted XXXX, obtained the name of the credit union supplying and faciltiating the ATM and transactions, tried to contact them and submitted an email to themThey responded two days later, told me they could not help me as I was npot a credit union memeber.. I contacted Cashapp repeatedly, via chat which was scripted and not helpful, via phone to a number that states they will make contact and to wait for this. 
I began the dispute process, which is vague and although entry areas are provided for associated transactions, these were not processed with the dispute. I eventually, days later, spoke to XXXX at Cashapp who assisted with the dispute forms, again was told to wait and they will investigate. I waited. I called, I sent requests for help, all came back formulaeic and unhelpful. I was denied provisional funds. 
I waited. On XX/XX/XXXX I drove to XXXX to engage with a live person at XXXX, who told me they did not have ATMs in XXXX. I drove to the XXXX pharmacy, took a photo of the ATM used for the fraud, returned to the SCU and showed the clerk the photo. He shrugged it off and said he couldn't help me. 
At XXXX I arrived at the XXXX Police Dept, but they had closed at XXXX. I drove XXXX XXXX hour back to XXXX. 
No one was following up with my status requests, no one would assist me. The next day, XX/XX/XXXX, I received and email of Dispute Denial. 
I have been trying to request documentation of their investigation. 
I have written to the Head of Cashapp and Square-whatever it is explaining I am going to pursue this in any and all manners possible, and I believe thios to be an Interstate crime as it involved XXXX and XXXX and I was physically unable to be in both places during the hours of transactions, and that I had physical possession of my card. It has been 19 days and I have no money, no recourse and I have been a victim of theft of funds supposedly secured in a reputable " institution '' I use the term reticently. Thank you

Company response to consumer: Closed with explanation