Consumer complaint received 2021-01-20
Company: Square Inc
State: MA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
I was advised by the XXXX XXXX XXXX  to reach out to this department Consumers Finance Protection Bureau for further assistance with my case XXXX  Complaint ID # XXXX Complaint Filed : XX/XX/2020 Consumer Information Name : Mr. XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX, MA XXXX Daytime Phone : ( XXXX ) XXXX Evening Phone : ( XXXX ) XXXX Fax : None Provided Email : XXXX Business Information Business Name : Cash App Address : XXXX XXXX, CA XXXX Phone : ( XXXX ) XXXX Nature of Complaint : Customer Service Issues Date Problem Occured : XX/XX/2020 XXXX XXXX Date ( s ) Complained : XX/XX/2020 XXXX XXXX XX/XX/2020 XXXXXXXX XXXX XX/XX/2020 XXXX XXXX  Purchase Date : XX/XX/2020 XXXXXXXX XXXX Salesperson : None Provided Complaint Details ( cont. ) Product/Service : Cashapp Compromised Model # : XXXX Account # : None Provided Order # : None Provided Purchase Price : XXXX Payment : In Full Cash Disputed Amount : XXXX Communication / Message History Complaint Details From : XXXX XXXX To : Cash App XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Subj : Account compromised Date : XX/XX/2020 To whom it may concern My name is XXXX XXXX I have been reaching out to cash app Since XXXX the XXXX 2020 my account was compromised, and {$800.00} was taken out of my account. I notified cash out right away I tried calling XXXX As you requested If your account gets compromised I followed your protocol to notify you right away I also filed Several complaints But unfortunately I could never get an answer to any of my complaints I have listed every person I have been in Communication with in this complaint the name of all the cash app Support person along with the reference number. I even requested a callback because of the urgency of the situation the only thing I kept getting was a new person requesting the same information I even got a new Cash app support person that stated they were taken over for another cash app support person and ask me for the same information. I have been in communication with at least 7 different cash app support people and never received any information regarding my complaint I was told it would take up to 10 days to complete the investigation it's now been three weeks send a file my first complaint. I have listed some of the response I received in this complaint and as of XX/XX/XXXX I received another notice stating ( We closed your case because it's been more than 3 days since we've heard from you. ) I have submitted a substantial amount of information along with images, In still no response I still have all the information that clearly shows the account being compromised I even have information from XXXX XXXX  XXXX showing my account being compromised, But haven't heard anything from cash app regarding my account being compromised. OLD ACCOUNT COMPROMISED XXXX ********NEW ACCOUNT XXXX Hello XXXX XXXX ********First Person*****This is XXXX XXXX with Cash App Support, thank you for reaching us out. I'm sorry to hear that you're presenting issues with your previous account and you were hacked, I know how inconvenient it can be for you, I'm here to assist you with this. 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 : What is your legal name and email address and/or phone number linked to the account associated with the 'unauthorized ' activity? 2. What is the date/time and amounts for the transactions that you believe are in error and why do you believe they were unauthorized? 3. Were you instructed to download any other apps other than Cash App to access the account in question? 4. What is the make and model of the device ( s ) you were logged into when the transactions took place? 5. Which city & state were you located in when the unauthorized transactions took place? 6. Did you forward or provide any account access information to a third party? We will review your account as soon as we receive this information. Cash App Support does not have a phone number to call at this time. 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. We are waiting for you to resolve this as soon as possible, besides if you have additional questions, I'll be glad to answer all of them. Best Regards, XXXX XXXX. Cash App Support Team ref : XXXX : ref Cash App Compromised 1 ) XXXX XXXX, XXXX, XXXX 2 ) Date XX/XX/2020 around XXXX {$200.00}. On XX/XX/2020 XXXX deposited {$200.00} refund from XXXX, and then again on XX/XX/2020 XXXX deposited {$600.00} into my account ( XXXX ) the account that was hacked. 3 ) I was not instructed to download any other App 4 ) My XXXX 5 ) XXXX, Massachusetts XXXX 6 ) I didn't provide or forward any account information to a third party. I also had to filed a fraud report with my bank ( XXXX XXXX XXXX ) My Cash App was linked to. Can I at least get an Unity to speak to someone on the phone? XXXX XXXX Sent from XXXXXXXX XXXX for XXXX Hello XXXX, Second Person Thanks for reaching us! This is XXXX from the Cash App Support Team. I understand you are having problems with your old account and I know how important this is for you so I can definitely provide some clarity about this. We did not receive complete answers for each question. Without these answers, we can not file your claim. To begin our investigation, youll need to provide a complete answer to each of the following questions : 1. What is the make and model of the device ( s ) you were logged into when the transactions took place? If there is absolutely anything else I can do for you, I would love to assist you further, if not I hope you are having a good day. With gratitude, XXXX Cash App Support Team -- -- -- -- -- -- -- - Original Message -- -- -- -- -- -- -- - From : XXXX XXXX [ XXXX ] Sent : XX/XX/2020, XXXXXXXX XXXX To : XXXX Subject : Re : Access Old Account [ ref : XXXX : ref ] Sent from XXXXXXXX XXXX for XXXX On Monday, XX/XX/2020, XXXXXXXX XXXX, XXXX XXXX XXXX wrote : Cash App Compromised 1 ) XXXX XXXX, XXXX XXXX XXXX 2 ) Date XX/XX/2020 around XXXX {$200.00}. On XX/XX/2020 XXXX deposited {$200.00} refund from XXXX, and then again on XX/XX/2020 XXXX deposited {$600.00} into my account ( XXXX ) the account that was hacked. 3 ) I was not instructed to download any other App 4 ) My XXXX 5 ) XXXX, Massachusetts XXXX 6 ) I didn't provide or forward any account information to a third party. I also had to filed a fraud report with my bank ( XXXX XXXXXXXX XXXX ) My Cash App was linked to. Can I at least get an Unity to speak to someone on the phone? XXXX XXXX Hello XXXX, Third Person same as first : This is XXXX XXXX with Cash App Support, thank you for reaching us out. I'm sorry to hear that you're presenting issues with your previous account and you were hacked, I know how inconvenient it can be for you, I'm here to assist you with this. 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 : What is your legal name and email address and/or phone number linked to the account associated with the 'unauthorized ' activity? 2. What is the date/time and amounts for the transactions that you believe are in error and why do you believe they were unauthorized? 3. Were you instructed to download any other apps other than Cash App to access the account in question? 4. What is the make and model of the device ( s ) you were logged into when the transactions took place? 5. Which city & state were you located in when the unauthorized transactions took place? 6. Did you forward or provide any account access information to a third party? We will review your account as soon as we receive this information. Cash App Support does not have a phone number to call at this time. 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. We are waiting for you to resolve this as soon as possible, besides if you have additional questions, I'll be glad to answer all of them. Best Regards, XXXX XXXX. Cash App Support Team ref : XXXX : ref SECOND TIME SENDING INFORMATION. THIS IS WHY I KEEP REQUESTING TO SPEAK WITH SOMEONE. Cash App Compromised 1 ) XXXX XXXX, XXXX, XXXX 2 ) Date XX/XX/2020 around XXXX {$200.00}. On XX/XX/2020 XXXX deposited {$200.00} refund from XXXX, and then again on XX/XX/2020 XXXX deposited {$600.00} into my account ( XXXX ) the account that was hacked. 3 ) I was not instructed to download any other App 4 ) My XXXX 5 ) XXXX, Massachusetts XXXX 6 ) I didn't provide or forward any account information to a third party. I also had to filed a fraud report with my bank ( XXXX XXXX XXXX ) My Cash App was linked to. XXXX XXXX More information to verify money was sent to my account, The wrong account ( XXXX ) the one that was hacked, and who sent it. should have went to new account ID : ( XXXX ) You were refunded for all your spots {$600.00} on Saturday and {$200.00} The week Prior total from XXXX as well we have screenshots of both Hi XXXX, Fourth Person This is XXXX, from Cash App Support, thank you for reaching out. I understand you have some concerns so let me check and explain to you what is going on. If you would like to speak to Cash App Support over the phone, create a new case and choose the Phone '' under How should we contact you?. Don't see this option? Depending on volume and wait times, phone support is not always available. If you can't access this feature, we are always available to support you over email. Cash App does not have a phone number that you can call directly, and no one representing Cash App will ever ask for your sign-in code over the phone, on social media, or through any other medium. If there's anything else I can do for you please let me know, I would love to assist you further. I'm always one email away! Warm Regards, XXXX Cash App Support ref : XXXX : ref I have tried Several times for the past week and it never gives me that option but I believe its very important that I speak to a Cash App representative. I have done the email several times as well, but Im not getting anywhere, and I continue to be the victim of fraud. So what orchestrates a MUST. XXXX XXXX XXXX XXXX, Fifth Person Thanks for reaching out to Cash App Support, my name is XXXX. I see you've been communicating with XXXX, Ill be taking over from here. I understand how important it is for you to receive help with the fraud issue. I've taken a closer look and would like to shed some light on the situation. Please keep in mind that depending on volume and wait times, phone support is not always available. If you want we can help you over the email. In order for me to look further into this case, Ill need you to please provide the following information : - Senders phone number or email address - Recipients phone number or email address - $ Cash tag or $ Cash tags involved - Exact amount of the payment - Date of the payment - Issue Once I receive this information, Ill be able to investigate further. Thanks for all your help, I'll keep out for your response, I'm here to help! Best regards, XXXX XXXX Cash App Support Hi XXXX, Six Person XXXX here with Cash App Support Team. We understand how inconvenient this situation can be about your Cash App balance concern, but rest assured we are here to help you out. Let me shed some light on your concern to have it solve. In order for me to look further into this case, Ill need you to please provide the following information : - Senders phone number or email address - Recipients phone number or email address - $ Cashtag or $ Cashtags involved - Exact amount of the payment - Date of the payment Once I receive this information, Ill be able to investigate further. If you have any additional questions or issues please don't hesitate to reach out ; we're always happy to help. Best Regards XXXX XXXX  Cash App Support ref : XXXX : ref Hi XXXX, THIS IS ALL I EVER RECEIVE!!!! We closed your case because it's been more than 3 days since we've heard from you. Please reach out if you still have questions. Here 's how : 1. Tap the profile icon on your Cash App home screen 2. Tap Support 3. Tap Something Else 4. Navigate to the category that best fits the issue 5. Tap Contact Support For reference, your case # is : XXXX Thank you, Cash App Support ref : XXXX : ref Hello XXXX, Seventh Person This is XXXX from Cash App Support. Thank you for reaching out to us and letting me know that you're having trouble with your Cash App account and a suspicious activity in your account. I understand how inconvenient that situation could be and I appreciate the time you took to bring this to our attention, Ill definitely work on this right now. 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. Cash App Support does not have a phone number to call at this time, but you can request a callback from our support team through your Cash App when the option is available. We will never ask you to provide your PIN, send a payment, make a purchase, or complete a " test '' transaction of any kind. In the meantime, if you have any questions or concerns, please feel free to reach back out. Best regards, XXXX Cash App Support ref : XXXX : ref Unauthorized Transactions. Tell us AT ONCE if you believe your Card or PIN has been lost or stolen or you believe a transaction has been made without your permission using information from your Card, your PIN, or Card Account, or you could lose all the money in your Card Account. Contact Customer Service immediately at the number or address provided below to keep possible losses to a minimum. Contacting Square by telephone at XXXX is the best way to minimize possible losses. Can not reach live Cash App support through this number. XXXX XXXX XXXX XXXX XXXX XXXX MA XXXX XXXX XXXX or XXXX filed Complaints on both emails Thank You. 
Desired Outcome/Settlement Desired Settlement : Refund To be contacted by phone, not email or mail to discuss and resolve my complaint. 
Wednesday, XX/XX/2020 Complaint : XXXX I am rejecting this response because : I appreciate cash app responding, but its not what I asked for. I asked to receive a phone call, because I have received several emails from 7 different cash app support team people saying the exact same thing asking for the exact same information but never responding to the case itself. This went on for well over a month in response I receive said it should take 10 days to respond but because of coronavirus it may take a little longer. after a month I still havent heard I received a response to my complaint. This is the reason why I requested a phone call from cash app to speak to someone personally about my case. I was told by a cash app representative to request a call back there would be a place to request a call back when you file a complaint but that part of the complaint process was removed so I requested a callback with in my complaint but that also was ignored, all I was doing was following their policy in the number they provided if you account was hacked or compromised to reach them right away, and I try to contact them within hours of my account being compromised, and all I ever received was a recorded message. I called my bank that was also compromise because of Cash App and they had no problem dealing with the issue right away and stop any further damages. So if cash app can send me a phone number I can call besides the one with the recorded message to speak to someone in person to resolve this issue would be greatly appreciate it. 

Sincerely, XXXX XXXX Tuesday, XX/XX/2020 Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 

Thanks, Square Monday, XX/XX/2020 Thanks for following up. It looks like we reached out to you via email in regards to this matter on XX/XX/2020. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to that email. 
Thanks, Square Response : Complaint was about my account being compromised for {$800.00} not {$200.00}. I sent you all the proof and documentation showing that my account was compromised I had all the security protocols on my account, thats why I had to file a fraud report with XXXX XXXXXXXX XXXX as well. You stated you paid this {$200.00} as a courtesy credit, but my account was hacked for {$800.00} in the exact same transaction you saw the {$200.00} compromise, it wasn't two different transactions, it was the same transaction. Who did you pay because I can not find a {$200.00} transaction anywhere in my new cash app account ( XXXX ). Your policy said to contact cashapp right away at XXXX which I tried several times. before I had to contact cash app by emailing witch I did several times to try resolving this issue. 

This is part of the statement I received from cashapp On XX/XX/2020, your account associate with XXXX XXXX XXXX  received a provisional credit of {$200.00}. Please note, we paid this credit as a courtesy. We may not make future credits available should you allow a similar event to occur on your new account. 

I have explained several times XXXX  was hacked and closed so you couldnt have credit my account. my new account is XXXX ref : XXXX : ref XXXX XXXX XXXX Their response : Hi XXXX, We closed your case because it's been more than 3 days since we've heard from you. 

Please reach out if you still have questions. Here 's how : Tap the profile icon on your Cash App home screen Tap Support Tap Something Else Navigate to the category that best fits the issue Tap Contact Support For reference, your case # is : XXXX Thank you, Cash App Support ref : XXXX : ref Same Response i been recieving from day one XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation