Consumer complaint received 2022-05-02
Company: Block, Inc.
State: TN
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
To whom it may concern- I am reaching out to you directly because I have been unable to resolve this issue directly with CashApp. At this point, CashApp has now withdrawn {$4600.00} from my account without my knowledge nor my authorization/consent and are refusing to replace the funds. I have used CashApp for years and never had an issue until now. On XX/XX/2022, I received an email from CashApp that I did not understand. So I logged into my account and saw the payments that were mentioned in the email I had received, stated that they were in the process of refunding. After further review I realized that CashApp had removed over {$2000.00} from my account without my knowledge nor my authorization ( shortly before I was to transfer the needed funds into my bank account ). I have included a full list of withdrawn payments below. I immediately contacted the CashApp support team thru the app for assistance and to find out exactly what was going on and why funds were removed from my account without my permission. I am not certain where the miscommunication was ( it seemed that there was a language barrier between myself and the agent I spoke with ), so that person did not understand what I was asking nor was that person able to answer my questions. They were also not able to tell me why this happened and how to correct the error. As a side note, all of these payments were for items that had been purchased from me and which the person had received at the time of the payment. Since I was not able to get any assistance from the CashApp support team thru the app, I contacted the person whose name is on the payments that were reversed/refunding/disputed to try to find out if they had any additional information. This individual had no idea to what I was referring to, nor had they canceled nor disputed any of their payments to me. Then, approximately 2 weeks later, on XX/XX/XXXX, I received another email from CashApp that they had reversed additional payments that were made to me and had withdrawn additional funds from my account WITHOUT my knowledge or my permission, a SECOND time. I was shocked to say the least, though not as much now after doing some research. After a quick online search, I discovered that this situation seems to happen quite often with CashApp essentially stealing from their users by withdrawing funds from user accounts without their knowledge or their permission. Although I have personally never encountered a situation like this, I see no explanation that would deem this action acceptable, ethical or even legal. Unfortunately it seems the majority of individuals affected were not aware of consumer protection organizations such as the CFPB or possibly their home state attorney general. I just became aware of it myself, after this issue happened and I finally resorted to doing an exhaustive search online to see if there was anyone out there that could offer assistance ; because frankly, this is a large sum of money for most, but especially a single father caring for my ( somewhat ) recently widowed mother and on an extremely tight budget. I include that information, not for sympathy, but to be as completely transparent and forthcoming as I can about this situation and the predicament it has caused. I believe this business, CashApp, has operated in a reprehensible and entirely unethical manner. Please consider this my written request for your assistance with this matter so that this situation can be resolved fairly as quickly as possible! I also realize that your organization most likely receives an abundance of requests such as an these but trust that you will do all that you can in a timely manner. 

Below is the list of charges that were reversed and removed from my account without my knowledge or consent : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation