Consumer complaint received 2021-07-27
Company: Square Inc
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
From XX/XX/XXXX, I put in my reply and they open and close the case each time without a firm answers and it was supposed be under investigation and they closed the case with no reply to me and asked me to reopen the case 4 times without a firm answer. I want my money back, they owe me ; they keep sending me in circles. I did everything they asked. This started out as bitcoin transactions that never took place or that I could access or locate and I cancelled my card and it was still taking money from account without my approval. XXXX was not able to help me because this was a third party entity and all the reversal ending back with cash app, RE : bitcoin [ ref : XXXX : ref ] XXXX XXXX XXXX XXXX XXXX XXXX To : XXXX Cc : XXXX Wed, XX/XX/XXXX at XXXX XXXX  Hello XXXX, XXXX here with Cash App Support . I hope you're doing well and you've been staying safe during this difficult time. Thanks for your patience for our delayed in getting back to you. I see youve been communicating with XXXX. Ill be taking over from here and I've fully reviewed all previous communication on your case. I'm really sorry to hear that your Cash App account was compromised. I know how inconvenient this situation might be for you. I'll be more than happy to check your account to further assist you. 

Thank you for providing that information requested by XXXX. Im assigning your case to a specialist to begin the investigation.

Investigations can take up to 10 business days to complete, depending on the information you provided.

We will never ask you to provide your PIN, send a payment, add funds to your balance, make a purchase, or complete a " test '' transaction of any kind. 
The best way to contact Cash App Support is through your app. For more ways to reach out, check out Contact Cash App Support here ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). 

XXXX, it is of the highest priority for us to see your issue resolved. If anything else comes up or if you have any further questions, please dont hesitate to reach back out for support. Hoping you and your loved ones are safe and healthy, I wish you a nice rest of your day. 


Warmest regards, XXXX XXXX. 

XXXX here with Cash App Support. Thank you for reaching out. I am taking over this case. I understand you're wanting to report unauthorized activity on your account. I'll gladly check how to proceed. 

To begin our investigation, you'll need to provide complete answers to all of the following questions. We can not begin an investigation without all of the following information : 1. What is your legal name, XXXX XXXXXXXX, and email address and/or phone number linked to the account associated with the 'unauthorized ' activity? Legal name : XXXX XXXX ; XXXX  XXXX : XXXX XXXX  ; Email Address : XXXX ; Phone # XXXX ; Unauthorized Activity : CASH APP TRANSACTIONS AMOUNTS DATES Payment Sent XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX XXXX XX/XX/XXXX TOTAL XXXX 2. What is the date/time and amounts for the transactions that you believe are in error? See List above 3. Why do you believe the transactions were unauthorized? 1. The XXXX operator is fraudulent and I could not determine where the transactions were going, then it was like some one took over my account and daily transactions occurred ; I had to cancel my debit card. I was eventually locked out of cash app. I filed a compliant with the SEC about the XXXX and the person ( XXXX XXXX ) claiming to work with the company in guiding me how to invest in XXXX They began harassing me by asking for my Banking information, I never gave it to them ; It was determined that the company was non-existent and the person and company was not regulated or register to conduct business in the US. When I tried to withdrawl from XXXX I never was able to process or receive transactions. I had disputed the transactions with with my bank and they stated that I needed to work with you first. I have also file a compliant with the FBI 4. Were you instructed to download any other apps other than Cash App to access the account in question? Yes, I was instructed to download XXXX to review transactions.

5. What is the make and model of the device ( s ) you were logged into when the transactions took place? I was logged into Cash App using XXXX.

6. Which city & state were you located in when the unauthorized transactions took place? XXXX, IL 7. Did you forward or provide any account access information to a third party? No, I did not provide account access to a third party. I was contacted on XXXX b

y the FXTStocktraders person that was suppose to be guiding me how to do the invest on my own in Cash App. When it was discovered that they we not a legitimate company, I prolonged my to try to get my transactions disputed. We will review your account as soon as we receive this information. We will never ask you to provide your PIN, send a payment, add funds to your balance,
make a purchase, or complete a " test '' transaction of any kind. The best way to contact Cash App Support is through your app. For more ways to reach out, check out Contact Cash App Support here ( https : //cash.app/help/us/en-us/3128-contact-cash-support " Contact Cash App Support '' ). 

If any additional needs come up, please let me know. I'll be happy to help. 

Regards, XXXX Cash App Support ref : XXXX : ref XXXX ... XXXX with Cash App Support. Thank you for ... 
Sun, XX/XX/XXXX at XXXX AM XXXX XXXX To : XXXX Sun, XX/XX/XXXX at XXXX AM Show original message I never heard from them and they keep asking me to reopen the case. Help me get my money back. 
 XXXX XXXX XXXX

Company response to consumer: Closed with explanation