Consumer complaint received 2021-12-10
Company: Square Inc
State: NV
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
I received several alerts back to back starting at XXXX from cash app via text messages that my card was used for purchases at XXXX in XXXX XXXX NJ XXXX XXXX on XX/XX/21. I live in XXXX XXXX and my card is in my possession! I immediately locked my account but didnt see any money in my account! The transactions show that the transactions came from an android phone, I have an XXXX! I went to the Cash app site for customer support only to find out that the only support offered was chat. I advised the cash rep via chat of the fraud. They advised me that I could not file a dispute while the transactions were pending. I was furious! I filed a police report with the XXXX XXXX XXXX police department case # XXXX. I XXXX  and found a phone number for cash app XXXX.I called and filed a dispute two days later ( when the transactions completed ). At that time I was advised by the cash app representative that it would take 10 days for my claim to be resolved. I chatted with cash app representative on XX/XX/21, advised that I had filed a police report on XX/XX/21 ( but it wasnt in the police system until XX/XX/21 ). They told me that they could not take the report number and I would have to wait until I received a copy of the report to submit it. A copy of report would not be available until XX/XX/21. I then received an email approximately 4 days later asking about all of the devices I accessed my cash app from.I replied via email that up until Friday XX/XX/21 ( the date of the fraud ) that I had only used my XXXX XXXX XXXX. It uses XXXX XXXX XXXX XXXX security VPN and yes its active. The other device is my at home computer a XXXX XXXX XXXX. I used my home computer to access my account to better correspond with them while on the phone with cash app. It is protected with XXXXXXXX XXXX and that was used after this happened. On XX/XX/21 sent a copy of my police report via email. 
On the 10th day, I hadnt received a call/correspondence and the money was not back into my account. I have done everything asked of me including the police report. So, I contacted their customer support via chat again and asked When would my {$1700.00} be back into my account? They never replied. My phone has two way authenticity by face recognition and password protected. Again, The police report was filed XX/XX/21 case # XXXX but wasnt available until Monday XX/XX/21 ( the report department is closed Friday-Sunday ). The report consist of names, dates and transactions made on my account. Again, My phone and my card are still my possession. No other person is allowed on my account. I have not saved my account on any android devices. At this point, I was desperate so, I went to my local XXXX  and spoke with someone in the fraud department. They advised me that I would have to contact my bank. 
I am retired and only receive money once a month. I am recovering from a XXXX and Im very stressed out because I have no money to get my XXXX. Again, I HAVE NO MONEY. I asked cash support to notify me for any further needs to help this situation. Now theyre saying the merchant is allowed up to 45 days to investigate. Again, these fraudulent transactions emptied my account and I have no money to pay mortgage or get my medicine. 
Please help! 
Thank you kindly, Desperate Customer

Company response to consumer: Closed with explanation