Consumer complaint received 2020-12-22
Company: Square Inc
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
Dear Cash App Support Team, I am highly disappointed with this response overall in this seemingly expedited denial of this support claim, especially under the particular circumstances & along with a mountain of supporting documentation included for this case 's 'resolution ' response ( I've spent quite a while in total on my end, compiling together all of the pertinentinformation to the support case in order to ensure that my due diligence in the situation was completed as accurately as possible ). In light of this particular decision 's outcome though & in a fair turn under the circumstances, I will definitelybe thinking twice going forward before utilizingyour services again in the future due to this outcome overall. I sincerely do believe that under the circumstances that I have gone above & beyond in order to prove definitively & without a shadow of a doubt to your support team, as well as to the other 3rd party mediators involved in situation too as well that I have indeed been scammed out of substantial funds ( in my particular circumstance ) by the holder of the other account ; especially since there are blatantand fully notable documentable evidence examples of account misuses by highly likely legally unauthorized agents on behalf of their account operations. I have been doing all of my due diligence that's feasibly possible for myself under the current set of circumstances, by previously sending off copies of all of my correspondences & supporting documentation findings involved with the situation as a whole to my local law enforcementagency who is The XXXX County North Carolina Sheriff'sOffice ( as well as to other governmental agencies, such as the FBI 's internet related based crime reporting service under the IC3.gov 's web portal informationsubmission system & also too the FTC.gov'sreporting scams & fraud web portal information submission service ), this is all in addition too as well as submitting pertinent information regarding the situation with all of the other related financialagencies & institutions relatedto the matter too accordingly. 
I will be looking forward to hearing back the responses accordingly from the other businesses, organizations, entities, & agencies that are all involved too in the related situation at this point in time, XXXX XXXX XXXX XXXX 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - Cash SupportXXXXXXXX XXXX ( 5 hours ago ) tome from : Cash SupportXXXXto : '' XXXX '' XXXX date : XX/XX/2020, XXXXXXXX XXXXsubject : RE : Sending a Payment [ ref : XXXX : ref ] mailed-byXXXXby : cash.appsecurity : Standard encryption ( TLS ) Learn more : Important mainly because you often read messages with this label.Hi there, We compared the transaction you brought to our attention with your account history. We determined that we received the transaction in question from a known device. This device had accessed your Cash App account prior to this event. 

Based on this information, we do not have enough evidence to determine the activity was unauthorized and have denied your claim. This concludes our investigation into this claim. 

We recommend speaking with anyone who had access to your device at the time of the transaction. If your phone was lost/stolen during the time of the transaction and you wish to file a police report, Square will cooperate in their investigation. 

You can also share the following contact information below with law enforcement if you choose to file a report : Square , Inc. 
Attn : Compliance Department XXXX XXXX  XXXX, XXXX XXXX XXXX XXXX, CA XXXX XXXX Important note : Square will not respond to correspondence sent by non-law enforcement/ government agencies to the addresses above. 

To further secure your account, we suggest the following security steps : Sign-In Code- Cash App will never request this information outside the app.Security Lock- Enable passcode or Touch ID for every in-app Cash App payment.Personal Identification Number ( PIN ) - Protect it and keep it private.Do not write it on your card or store it with your card.Use a difficult to guess PIN.Do not use sequences ( 1234 ), DOB, SSN, address, phone number, etc.Push Notifications- Enable for every transaction.Virtual Card- Tap your in-app Cash Card to hide its details.Touch ID / Facial Recognition / Passcode- Enable login security on all devices.Each device may vary, please check your device manual for more details.Email Two-Factor Authentication- Enable for an additional layer of security.

Please note : *Cash App does not have a direct phone number to call. When they are available, you can request a callback from our support team through the in-app Help Center. * Also, Cash App support will never ask you to provide your Sign-In Code, PIN, require you to send a payment, add funds to your balance, make a purchase, or complete a " test '' transaction of any kind.

Thanks, Cash Support ref : XXXX : ref -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - XXXX XXXX Sun XXXX XX/XX/XXXX, XXXXXXXX XXXX XXXX 1 day ago ) toabuse, security, Unknown, executiveresolutionsdept, customerservice, Cash Hi XXXX, Thanks very much for gettingback to me accordingly. I will be uploading all of the requested documentation here, as well as the supplemental supporting documentation too for the record. I would also like to hear from someone specifically at CashApp 's legal team side if that's possible under the circumstances for advice on the situationoverall as well. Thanks very much for your time, -XXXX XXXX XXXX 
1. Specifically the following transactions to this account on the following dates & times ( NOTE : I don't know absolutely for sure at this point if the one on XXXX @ XXXX for {$30.00} was trulylegitimate either or not due to in light of the recent circumstances but I'd like to therefore also include it potentiallyin the review process as a side note too overall at this point in time ) : XXXX @ XXXX XXXX for {$150.00} USD with internal identifier as # XXXX ( the note for this transaction says " for XXXX XXXX XXXX XXXX. " ). 
There's an extra note here to be included with this one above because the one transaction that was related to it previously noted below to this beforehand was supposed to have been internally blocked/bounced apparently accoring to his chat messages that he sent me but besides a prompt screen of 'are you sure ' of sorts in the CashApp on the above transaction I was not otherwise notified & I was told by him proxying a supposed support session with you all at CashApp support at the time that I should receive the money that supposedly bounced back to the originating account within 3 business days ; but he adamantly stated to me in writing ( see whole chat conversation in .doc attached documentaion notes ) that he had contacted CashApp support ( & was also contacted via phone ) in order to get his account de-flagged and received the monies. However, all of this could have been false from what I now know under the circumstances, plus too he never ended up actually sending me any of the supporting documentation for this, even after I had specifically requested it to be forwarded to me multipletimes in writing from him because he had so offered to send me a forwarded copy of the support resolution email containing the support instance ID & the employee information that assisted him with this supposed support inquiry from on his side ). 
XXXX @ XXXXXXXX XXXX for {$150.00} USD with internal identifier as # XXXX ( noted as " for XXXX XXXX from restaurantincident. " ). 
XXXX @ XXXXXXXX XXXX for {$150.00} USD with internal identifier as # XXXX ( noted as " for I wish him the best. " ). 
XXXX @ XXXXXXXX XXXX  for {$40.00} USD with internal identifier as # XXXX ( noted as " for final out. " ). 
XXXX @ XXXXXXXX XXXX for {$85.00} USD with internal identifier as # XXXX ( noted as " for XXXX XXXX  w/ post init hold. " ). 
XXXX XXXX @ XXXX XXXX for {$50.00} USD with internal identifier as # XXXX ( noted as " for XXXX XXXX XXXX " ). 
And finally, also potentially for the transaction from XXXX @ XXXXXXXX XXXX  for {$30.00} USD with internal identifier as # XXXX ( noted as " for bus ticket remainder. " ) .2.  The itemized transaction amounts are included with the entries above, but the totals are {$660.00} USD when added up. 
3. $ XXXX 4. I do sincerely believe, that at this point in time, and combined with fair supporting documentation in that regard, that I have been scammed by this person, specifically in the form of a relationship type of scam on a macro level & if not just on that level alone, also too a case of a potentially compromised set of broad level accounts and therefore potentially identity theft aspects as well. His XXXX profile & XXXX accounts ( our primary means of communication these days generally ) have been either blocked intentionally from his end or somehow internally suspended on XXXX 's side from what I can tell at the current moment. This is at least what I can tell/see on my end because it errors out & clears off any remaining messages that I attempted to send to hisaccount queue after a certain point. 
My sincerest apologies as well with the reply delay, there's a LOT of documentation to account for in this case ; also, if there is some duplication here & there with the documentation, my apologies on that as well. 
Also, if you happen to need the entire native HTML export copies of the XXXX XXXXconversationhistory between me & him vs via a copy & paste to a doc job I can certainly procure that for you with some time, I'm currently doing an whole information archival zip for download on XXXX now & it should be available for me to pull from by the next time that we get in contact with each other if you need to ask for it specifically. 
All of the files attached should be in common formats for easier review : .jpg ( s ), .png ( s ), .doc ( s ), .xlsx ( s ), & .pdf ( s ).

I have also recently attempted to reach out to my local authorities ( XXXX XXXX NC Sheriff 's Office in this case since I live out in the county vs in the city seat ) via their local sharedXXXX web portal with XXXX PD tosubmit a case record, it isseeminglyerroring out though unfortunately, even after multiple attempts to do so & even using the generic contact us function of the website 's form software errors out too ; If I absolutely had to at thisrate I'll just print everything off documentation & evidence wise & hand deliver it in a large documentstyle envelope to them, our county is still kinda old school in ways like that, even with some technology presence. I remembered that they do have a generic contact email box for inquiries though & will be sending a copy of this initialsubmission to it, hopefully for review accordingly. 
I will also be contacting my connected debit card servicer & accounts bank that's connected to my CashApp 's service ( XXXX XXXX XXXX ) to schedulean arrangement for an individual 's account audit next week at this point in time since I have been scammed multiple times over the last couple of years, including even being personally taken advantage of big time monetarily from a former friend of mine who lived with me for a while when I lived at my XXXX XXXX old house in XXXX NC, but then ended up getting really bad off on XXXX  & then XXXX XXXX from me behind my back all before I finally got the chance to kick him out ( that's also documentable too at this point but on another note for my legal counsel & authorities to sort out ). 
This entire process and season lately has been really difficult & painful for me overall too because I have lost multiple jobs this year XXXX along with all of my insurances that went along with them since those are so tied up to jobs here in the US under the American benefits system ) during this ongoing covid-19 pandemic crisis era due to both my severe XXXX & XXXX XXXX  deterioration. I have even had to find legal counsel all on my own to apply for XXXX XXXX & to actually have even a slim a chance at even getting it since I'm still classified as very XXXX in chronological age ; as well as going through the processes of applying for my state 's XXXX & XXXXXXXX XXXX programs the most recently. Last year I made my XXXX as my XXXX & XXXX powers of attorney for myself, in a near divination move seeing as how things are at present too. At this current rate I may even need to go into a XXXX agreement too, but that's for all of my legal counsel to decide collectively at this rate cumulatively. I also had a pretty nasty falling out too with a former XXXX of mine in XXXX, right around the time when I ended up with XXXX myself on top of all of that. 

The mobile device that I use is my primary device for CashApp services and is a XXXX XXXX XXXX XXXX with all the latest patches installed from the XXXX XXXX XXXX XXXX XXXX ( with XXXX XXXX  ), & latest system XXXX update. I periodicallyaccess my cash appon one of my many other computers though, I have multiplemodels both laptops & desktops but most if not all of that traffic from all of the devices combined nowadaysat his point should come from my primary XXXX XXXX XXXX XXXX XXXX connection at home @ XXXX : XXXX : XXXX : XXXX & XXXX : XXXX My contact phone numbers are XXXX ( home ) & XXXX ( cell ), and my contact email XXXX Thanks again very much indeed for all of your & your internal team 's time tooongoing that's devoted to this inquiry, Sincerely, -XXXX XXXX. 
-- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - On Sat, XX/XX/2020 at XXXX XXXX  Cash Support XXXX wrote XXXX Hi XXXX, This is XXXX from Cash support. Thanks for reaching out. I understand you are concerned about your Cash App payments. I'll be happy to assist. 

Before we can investigate this payment, please provide the following information for each transaction in question. Without answers to each question, we will be unable to investigate further. 

1. Date : 2. Payment amount : 3. Recipient name or $ Cashtag : 4. Reason you are disputing the transaction : In addition, to help us investigate your claim, please provide the following information : Provide the make and model of each device used to access your Cash App : 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 you have any further questions, feel free to reach out to me directly. I'm here for you. 


Kind Regards, XXXX Cash App Support. 

ref : XXXX : ref

Company response to consumer: Closed with explanation