Consumer complaint received 2022-06-08
Company: Block, Inc.
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
0n XX/XX/2022 I called XXXX for cash app support. I got the number off XXXX.My tax refund was due to be in my acct on XX/XX/2022. I checked my acct it was not i there, I XXXX  cash app support and got the number XXXX. A man answeered the phone and said cash app support, How can I help you. I explained to him my refund should be in my acct, but it's not showing up. The man said to screen shot him my photo ID so he could verify who I was and he asked me to download an app called any desk to unlock my acct.I did just what he asked..he kept putting me hold, said he spoke with the IRS and everything was good on their end and I needed atleast {$50.00} in my acct, so the acct would show active, he asked me was it anybody who I could have send me {$50.00}, I said yes, I text my friend XXXX XXXX and asked her for the money she sent it to me. The man said tell her u will send it right back XXXX then said take my number down and my name is XXXX XXXX if your refund isn't in your acct within a hour or 2 call me. I checked XXXX mins later, my money was showing up in my acct, I sent my friend {$7000.00}, paid my electric bill for {$530.00}. I tried send my friend {$500.00}, my acct said no I exceeded the weekly amount for transferring. Right when it said that, the guy XXXX called me back and asked was everything ok. I said yes my money was in my acct and I was able to make XXXX transactions and my acct said I exceeded the limit, what if I need to make an purchase, he said hold on, came back and started telling me to press different number s and do different things with bitcoin, when i seen money disapear from my acct, I said what's going on, he said i'm fixing ur acct, that money was sent to a dummy acct, can text ur friend and ask her if she could accept a request from the cash app manager that's helping you with your acct, I did just that.Then he asked me to unlink my XXXX acct from cash app, then to relink, it wouldn't let me relink it so, I linked my XXXX accct to it and it worked. He had me send {$2200.00} to my own acct. Then I noticed there was no money in my cash app acct, I said where is my money, put my money back into my acct now, the man hung up on me, then I received a text from my friend saying when is they putting my monry back in my acct.I called XXXX back at hte number he gave me, someone answered and said cash app. I said is this XXXX, I was just speaking with money, we were disconnected and {$12000.00} was scammed from my acct, he said maam there is nobody here name XXXX and hung up. I called the number back, he answered cash app, I said can I speak to a supervisor, ive been scammed, the man said I am the supervisor, I said how do I cancel payments he said hold on, he told me how to get to support in the app, I immediately tried to start a chat, was told someone would get with me in XXXX was completed transactions for XXXX, for almost up to {$4000.00} there was a transfer to bank for {$2200.00}, {$2500.00} XXXX  XXXX, XXXX XXXX {$990.00}, completed .a trasnsfer to my friend XXXX for {$7000.00} all those transactions said completed.I have pending transactions for {$990.00}, {>= $1,000,000}, that cash app will not stop transactions on.Those .Those transactions are pending because I exceeded the limit of {$7500.00} of transactions. Tomorrow will be XXXX those transactions will be going thru, my weekly transcation limit goes back up, and those pending transactions are going to go through. Cash app said it's nothing they can do to stop the pending transactions, that will go through on XX/XX/2022, I called them this morning, they said it was nothing they can do and hung up on me.

Company response to consumer: Closed with explanation