Consumer complaint received 2022-12-20
Company: Block, Inc.
State: DE
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I have been a Square business customer for years now with no issues. On XX/XX/XXXX I contacted Square 's customer service that day ( XX/XX/XXXX at XXXX ) about unrecognized transactions. There were 4 ATM transactions made at a XXXX XXXX XXXX one {$200.00}, one {$280.00}, one {$480.00} totaling {$970.00} and a fourth attempt for {$96.00} which that transaction was marked as declined. I filed a dispute and requested a provisional credit during the investigation. I stated to the representative that I have the card in my possession. I nor anyone on behalf of my company used the card since the card was in my possession the entire time, no one had permission to withdraw funds from my account, I was unclear how these charges were made and I am clearly a victim of fraud. A few hours later XX/XX/XXXX ( at XXXX, XXXX, and XXXX EST ) I received 3 emails from " XXXX XXXX '' stating they denied the request for the provisional credit and that they closed the dispute and instructed me to reach out to the merchant. I called Square customer service XX/XX/XXXX at XXXX for more information about the emails. I was told that I would have to speak to someone in the " Disputes '' department which didn't open until XXXX. I then contacted XXXX XXXX fraud department. I was directed back to Square to obtain details of these transactions ( ATM #, location of the ATM, whether it was a physical ATM or online ATM transaction ). I contacted Square again at XXXX to request this information. Again, the representative was unable to provide me with any information and stated that they would submit an escalation request. I was told the quickest way to get a response back was to reply to the original emails. I sent 3 responses XX/XX/XXXX at XXXX EST requesting details about these transactions as requested by XXXX and so that I could file a police report. After several more calls to Square with no resolve, I visited a XXXX location in XXXX, DE. They advised me that they were unable to assist because they needed more information which I was unable to provide due to the unwillingness of Square to provide details of the transactions. I was the given the number to their fraud department to see if they were able to do anything. Nothing came of that call. I contacted the XXXX police department to attempt to file a police report. I was unable to file the report because I had no information about the transactions ( location, ATM #, transaction # ). I was advised to contact Square to get information in order to file the report. I made another call to XXXX XX/XX/XXXX at XXXX to inform them about what the police department stated and to attempt to get additional details to help me retrieve my money. This still produced no results. I submitted a XXXX  complaint and it was only then that someone reached out to me. I received an email from a XXXX ( Complaints Manager ) on XX/XX/XXXX. I responded to his email on XX/XX/XXXX and gave him the details of the situation. Once again stating that these transactions are fraudulent activity in my account and I requested more information so that I can file a police report and do anything necessary to get my money returned. XXXX responded back XX/XX/XXXX stating that there was a card used and that a pin used and there's nothing more they could do. He also state that Square could not give any additional information. They offered {$2000.00} worth of free processing. I am not happy with this. I am not sure how these transactions were able to go through. No matter how much I contact this bank advising them that these are fraudulent transactions, I get nowhere. I am not sure why after numerous attempts, Square is unwilling to assist me with this matter and provide me with the information needed to track where my money went. Imagine having money stolen from your account and the financial institution that you entrust with your money turns a blind eye to fraudulent activity and refuses to assist. All I want is more information so that XXXX XXXX and the Police Department can attempt to trace what happened since Square is unwilling to help! I am not okay with just moving along when I keep stating that these transactions are fraudulent.

Company response to consumer: Closed with explanation