Consumer complaint received 2023-06-05
Company: Block, Inc.
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
COMPANITS/BANKING INSTITUTIONS INVOLVED : Square ( My checking account and invoicing system ) XXXX Bank XXXX XXXX XXXX banking partner ) XXXX ( the debit card system ) XXXX ( exact location unknown, merchant of fraudulent charges ) Food XXXX Less Fuel ( exact location unknown, merchant of fraudulent charges ) XXXX 's ( exact XXXX unknown, merchant of fraudulent charges ) DESCRIPTION : I can not get any answers or direction from my banking institution after my debit card info was stolen with over {$4600.00} spent in XXXX transactions to XXXX different companies within a XXXX hour period. These XXXX back-to-back transactions for large amounts at XXXX, XXXX 's and XXXX XXXX XXXX XXXX didn't XXXX XXXX XXXX XXXX system either to put a block on my card as other checking accounts do. 

We were on a cruise ship with family the week of XXXX XXXX. When we were back home early Sunday morning, I noticed an email stating that a transaction ( I did not do ) had been returned due to insufficient funds. This threw a red flag, because I had more than enough in the account to cover the funds. When I logged in to my XXXX banking account, I noticed XXXX different transactions that begin XX/XX/XXXX, when we were on the ship, and my debit card has been with me the entire time. They completely wiped out our entire account! 

I immediately contacted XXXX and was told that I would have to call back Monday when the banking branch was open. So in the mean time I began filing disputes online and filed an online police report in our home city of XXXX, California. And I immediately deactivated that debit card. 

Monday morning I spoke with XXXX in the banking department at XXXX. She helped me figure out how to submit the remaining transactions ( as the system wouldn't allow me to do the day prior. She was very nice, assuring me that I should receive a call from them within XXXX hours. She also explained about provisional credit, stating that she usually sees it given in about 85 % of cases and didn't see any reason this wouldn't receive it, as it was clear that there was fraud here. 

The following day I noticed that XXXX of my transaction disputes were won, and received automated emails. Then the transactions, totaling approximately {$380.00} were back in my account the following day. After that, however, nothing more has transpired. But I am still missing over {$4100.00}. 

I explained to XXXX that this wiped out all of our funds to be able to do our work. We were now unable to purchase the supplies, rent the required height lifts, and other travel necessities needed to complete out job. Therefore, we were losing a minimum of {$800.00} a day in work, and this business is our family 's sole source of income. 
I have sent multiple emails, called multiple times, and been on chat a few times to no avail. I have only received copy/pasted replies to my emails, stating that I can read more about the dispute process and that it often takes XXXX days. 

In several phone calls, I have asked about provisional credit, to which no one can give me an answer as to why I haven't been offered this credit. I have asked several times if they could tell me what city these transactions were done in ( or if done online ) so that I make sure not to lose any more funds, and so that I can contact the merchant directly ( as they tell you to do in their " disputes process '' link they give ), and they say they can't find that info. 

I am truly freaking out, as we are about to lose everything. and can get no answers. I ask to speak to supervisors, and they tell me there is no one to speak to about the matter. They told me that the banking partner for Square is XXXX XXXX. So I asked if I could contact them directly, and was told there is no place to contact them. I explained that I would NEVER have kept this amount of money in my Square checking account had I known I would not have received the same flow and securities of other banks, and that I was given false information through multiple emails when XXXX was becoming a bank, assuring that we would have all of the same benefits and safety/security as a bank. And that I was also extremely leery of a banking system that doesn't catch that magnitude of transactions that are completely out of character. 

I have asked if there is anything else I can do on my end to help speed up the process. And I am told nothing. Tomorrow, Monday, XX/XX/XXXX will be XXXX business days since this began, and I have had no answers as to if I can receive provisional credit to get us through, nor any answers as to why I haven't been offered this credit since this " investigation '' is taking longer than XXXX business days. 


I need answers from them, and a way to receive provisional credit while they are investigating in this lengthy process so that we do not lose our entire business, home, utilities, etc. 

I also am concerned about the security of their debit/banking system, and would like answers as to where the transactions took place, and as to why the system didn't flag XXXX transactions. 

I am a sitting duck currently, just being told to wait to hear.

Company response to consumer: Closed with explanation