Consumer complaint received 2022-06-16
Company: Block, Inc.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XX/XX/21, I attempted to transfer {$300.00} to XXXX XXXX, someone in my " contacts '', for a web page she created at my request. CashApp sent {$3000.00} to a different XXXX XXXX. I immediately attempted to cancel the transaction and was unable to do so. I have since made at least 50 attempts to get CashApp, as well as their parent company XXXX XXXX XXXX, to return the funds and they refuse to do so. 

The amount should have been {$300.00}, NOT {$3000.00}. It was not transmitted to the intended/correct XXXX XXXX XXXX but rather, to a person who is astranger to me and not a contact of mine. As soon as I observed the incorrect dollar amount and saw that profile photo was someone other than the person I Intended to receive the payment, I Immediately attempted to cancel to transaction. Assisted by two people who witnessed the happening, the three of us searched frantically online, simultaneously communicating with CashApp Support through the app, attempting to find a way to stop the pending transaction. The choices and options that should have appeared and would have allowed cancelling were not where stated or available anywhere else on the app. We were unable to find any way to speak with an actual live person or technician. Despite the three of us all being well versed in navigating web searches, there is no active phone number for support or emergency contacts that we could find. I did send requests to the recipient, asking them to decline payment or return my money, ironically forced to offer them more cash, as the only way to message the recipient is to send money. As this was going on, I was attempting to stop the payment through XXXX XXXX XXXX XXXX, but was unable to do so since CashApp goes through debit opposed to credit. 

As the recipient took my money, all of her account & transaction information suddenly changed from XXXX XXXX $ MarjorieTorres to XXXX XXXX $ zoeamandat. I have screenshots of those changes, as well as recent changes where she is now simply " XXXX '' with yet another new cashtag $ XXXX. I am unaware of any bank or financial institution ( or money related organization ) that allows an account holder to randomly change identities. Even social media requires permission and verification of identity to change the account holder 's name. This in itself is a clear indication of the account being used for fraud. I am positively certain there is no other financial related service provider that allows a card holder or account member to randomly change identities back and forth! How does that work with a CashApp card? Does CashApp provide a new card with each new name whenever a card holder starts using other identities or are they able to obtain multiple cards in various names on a single account? If so, is there any limit on how many names or identities an account holder may have?

There are so many things wrong with this transaction that I am at a total loss as to how it happened at all. Any one of the discrepancies should have been a cause for suspicion, but compounded this is clearly a blatant and obvious case of fraud and worthy of investigation. I have repeatedly brought the matter to attention, but CashApp has failed and refused to address the matter and allows this account to continue to exist, undoubtedly enabling further theft and criminal activity. 

I have told CashApp I want the {$3000.00} returned to me and advised them I will XXXX XXXX XXXX XXXX XXXX to be reimbursed for all costs and fees incurred. However, they continue to send me generic, automated responses stating the transaction is complete and listing good practices to exercise when transferring money. The subject funds should not have been taken or disbursed and I am entitled to reimbursement for numerous reasons, including, and in no way limited to, the following : - The subject transaction was for {$300.00}, NOT {$3000.00}. As per CashApp 's terms and conditions, unless an increase is specifically requested there is a {$1200.00} limit on account transactions. 

At no time did I ever request or agree to any increase. 

- The payment which initiated the subject transaction was for creation of a web page made for me by a different XXXX XXXX than the one who wrongfully took my money. The XXXX XXXX who took the money knew she was not entitled to the funds and this is clearly indicated by the fact that she changed the name of the account when she took the funds and further in her accepting only the {$3000.00} transaction, but ignoring the subsequent transactions for {$1.00} which request she decline the original transaction or return the money. At the time the {$3000.00} transaction went from pending to completed, I was simultaneously blocked from sending or requesting anything further. The subsequent {$1.00} transactions have still never been accepted nor declined ( to appear as if she doesn't know I want my money back ) when she has clearly seen them as she is still using the account ( evidenced in the fact that she has once again changed the name and cashtag ). 

- While the transaction was still pending, I requested CashApp stop the payment. This request was immediate and CashApp had plenty of time to stop the payment and return my money or, at a minimum, freeze the transaction pending review. I was repeatedly given false instructions by an automated support system, referring me to cancellation methods that either did not exist or were otherwise not available to me and did not appear on my current and up to date version of the app. 

- I still owe the " real '' XXXX XXXX {$300.00} for the web page she made and can not at all afford to pay her! Since she never received the payment she earned and is entitled to, I have never been granted access. As such, I have been unable to conduct business or generate a living, causing me to struggle, going even further into debt. 

- There is an absolute and unacceptable lack of customer support at CashApp. For over 9 months, I have made countlessattempts to speak with an actual person and, to date, have yet to receive a call or obtain a phone number to reach a live person. 

- CashApp not only failed to protect my interests, but actually assisted ( and continues to assist ) this criminal in stealing by allowing them to create and use multiple identities on their account. This practice is absolutely inappropriate and unacceptable. CashApp needs to adopt appropriate security measures to ensure and verify account holders are who they purport to be, as is common and reasonably expected in relation to any business connected with money/finances. 

Although the amount of money in question here ( {$3000.00} ) may not seem like much to some people, to me it has been a " make or break '' sum. I live paycheck to paycheck and constantly struggle to meet my financial obligations. The fact that this loss occurred during the midst of the pandemic compounded the collateral damage in ways I could never have imagined and still don't know how ( or if ) I will recover from. The web page the subject funds were to cover was for a business startup that is now no longer an option. I am left emotionally and financially devastated. The fact that CashApp allowed this to happen is unbelievable- the fact that they STILL allow the thief to utilize their business to defraud people is appalling and seemingly criminal as well. I can only hope that someone somewhere will see what has happened here and take action to make changes to CashApp 's policies and right some of these wrongs before more people suffer as I have. 

I have repeatedly requested CashApp return my funds. They refuse to do so. I have repeatedly asked them to provide me with answers as to their policies in regards to the changing of identities and account names. They ignore these requests. I have advised them I will proceed with legal action and pursue my rights to the fullest extent of the law. Further, I will contact as many members of the media as I possibly can and post this information everywhere I'm able to on the internet, alerting consumers as to the possible dangers and ramifications of utilizing CashApp. I have asked them to understand that these words are not intended as threats, and I have explained I'm simply letting them know how terribly I've been effected by this and intend to let the general public know the same. I have asked CashApp to take this seriously and take some type of action to fix things and keep this from happening to someone else. No one should have to go through the problems this has caused me. 

I have received nothing but repeated generic, computer automated responses, over and over again. I have requested to be contacted by an actual person and have never received a call or email that was not automated. I have spent countless hours attempting to reach a live person at every phone number I have found for CashApp & /or Square , Inc. and have failed to be able to do so.

Company response to consumer: Closed with explanation