Consumer complaint received 2024-08-18
Product: Checking or savings account — Checking account
Issue: Closing an account — Can't close your account
Company: Block, Inc. (VA)

I have been the victim of identity theft and have been dealing with the ramifications of that unfortunate situation since early this year. I have frozen my credit with all three major credit agencies and placed fraud alerts with each of them. 

On Monday XX/XX/XXXX, I received two debit cards in the mail that I had not requested. Helpfully, the identity thieves can't figure out how to not send this stuff to my house. Immediately upon receiving the cards, I made contact with each company to report them as fraudulent and get them closed out so that I can file a police report. The first company, XXXX, was lovely and had the account closed and a fraud alert placed on my personal information within 5 minutes. They were lovely, supportive, and efficient. 

The other one was through Cash App. The first customer service agent I talked to told me that this process had to be done over email, which I was immediately skeptical of. I asked if I could provide this information over the phone ( my email has also been hacked previously ) and was told no. He sent me an email that had a link to upload pictures of the fraudulent card. Here 's the email : Subject : Inbound Voice General Questions Hi XXXX, XXXX here from Cash App Support. Hope you're having a good day. I understand how important it is for you too. I will be more than happy to guide you through the next step. 

Thank you for letting us know you received a Cash App Card that you did not order. 

In order to disable the card, we need the following : 1. Your Full Legal Name ( first and last ) 2. The name listed on the Cash App Card you received 3. Has anyone previously lived at this address?

4. Please use this link to securely share the front and back images of the card : XXXX XXXX XXXXXXXX. 

We will use this information to disable it. 

Beast Regards, XXXX XXXX Cash App support Within a couple of hours, I had this email answered and the card photos uploaded. On Thursday, I called back and spoke with another agent who told me that she was " escalating '' my case and gave me a case number ( XXXX ). She told me that they would email me back when the case was closed. 

By Sunday ( today ), I had not received any communication via email, so I called back. This customer service agent told me that my card had been disabled, but the fraud part of the claim was still under investigation. When I asked for him to transfer me to someone to speak about that part of the investigation, he told me that he was unable to transfer me to someone else because I do not myself have a Cash App account. If I wanted to talk to someone else, I was to hang up and call back, but he was not willing to transfer my call to a supervisor or anyone else. 

I'm furious that Cash App is dragging this out, and deeply perplexed at how XXXX had such an efficient and empathetic process while Cash App has been the absolute opposite. With identity theft as rampant as it is, Cash App has got to step this up. This seems to be a much deeper issue with them, with an XXXX XXXX story from XXXX of this year where whistleblowers have alleged that there is no real process for establishing the identity of a card holder : XXXX XXXX XXXXXXXX Would love any help y'all could provide in getting this matter resolved, and honestly in getting Cash App to establish a process for verifying identity. This company can not continue to operate this way. 

Thank you so much, XXXX XXXX