Consumer complaint received 2022-05-06
Company: Block, Inc.
State: NE
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/2022, I attended a hockey game at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) in XXXX, NE from XXXX XXXX  to XXXX XXXX. On my cash app history, you can see I paid for food, drinks, a hat, and raffle tickets on 4 separate charges throughout the evening from XXXX XXXX  to XXXX XXXX. After the game, I went to my local grocery store ( XXXX ) to grab some snacks before heading home but my Cash App debit card was declined twice on a {$15.00} purchase at XXXX XXXX, I found this odd since I believed my account should still have around {$400.00} in it. I ended up using my XXXX debit card and then checked my cash app account when I got to my car, to my surprise there were multiple charges I did not recognize. Two of these charges were declined and labeled as " Canceled '' ; XXXX XXXX XXXX- {$1.00}, XXXX XXXX- {$89.00}. Three were declined and labeled " XXXX XXXX XXXX '' ; XXXX XXXX- {$1.00}, XXXX  XXXX XXXX- {$0.00}, XXXX XXXX XXXXXXXX XXXX- {$0.00}. Four of these unauthorized transactions went through ; XXXX PM- {$310.00}, Canteen XXXX PM- {$2.00}, XXXX PM- {$1.00}, XXXX PM- {$76.00}. I decided to go home and began taking notes about these transactions and the steps I needed to follow to get my money back and report the fraud. I took notes of the amounts, times, customer service numbers and open times. Since it was so late the customer service phone lines for XXXX and XXXX  were closed. I was able to send a chat to Cash App customer support letting them know the situation. I reported the card lost/stolen and ordered a replacement at this time as well. The next day XX/XX/2022, I called XXXX customer service and they were very helpful, sending me the location and receipt for the {$310.00} charge they also mentioned that with a police request they could provide video of the thief. I then called Bakers customer service and they were not as helpful, telling me they could not give me any information on those charges without a police request. I was unable to find a customer service number for canteen vending so I was unable to contact them. After compiling all of the information I had about these purchases, I concluded that someone had somehow gotten my card information and physically copied my debit card as I still had the original card and had been using it at the hockey game. I then contacted the XXXX XXXX to file a police report, I gave them all information I had gathered including their ability to request video evidence from XXXX. 
I then received a response from Cash App support detailing the steps I needed to take to dispute the fraudulent transactions which I followed. I was prompted that they would complete their investigation and get back to me with the results within 10 business days. I was fairly happy with where things were going at this point especially after reading a document titled " Protections for Debit Card and Electronic Transactions '' published by the XXXX XXXX XXXX XXXX which read " If you claim that a charge is unauthorized, the burden is on the bank to show that the transfer was authorized. '' Since I am absolutely positive that I did not make these transactions especially since they were quite some distance away from me and during the hockey game which multiple people can vouch that I attended. To my surprise today, XX/XX/2022, business day number XXXX since the report was filed, I received an email from Cash App support denying my claim. I was shocked but I plan to press the issue until my funds are credited to my account, I requested the documentation upon which their denial was based. I was unsure what to do next so I browsed the web for my options with reporting the situation to CFPB being among the best options I could find. The CFPB customer support was already closed but I decided to file the complaint this way and call them and the XXXX XXXX tomorrow.

Company response to consumer: Closed with explanation