Consumer complaint received 2024-03-14
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc. (MD)

On XXXX, A friend of mine had his account hacked. The hacker contacted me, posing as my friend and said that he needed slight financial support and asked for {$25.00}. Believing that this was truly my friend, I sent him {$25.00} to the XXXX  XXXX  XXXX. Shortly after, he began requesting more money, which led me to find out that it was a scammer/hacker. I firstly asked the scammer to send me the money back, which he did not send back and he blocked me. I then reported the transaction as a scam on Cashapp and waited 4 days without anyone reaching out to me. I reached out to Cashapp support on XXXX  XX/XX/XXXX, requesting further assistance on the transaction. I was then told to submit a transaction dispute, which I did. I once again did not hear from anyone. On XXXX night XX/XX/XXXX, I had reached out to Cashapp support again to have assistance with the scam, which I was told that it was reported to the proper team and to view updates to check the web receipt. I then told the Cashapp support person that the receipt just shows me that I paid the scammer, not any updates, to which the Cashapp Support person told me that they will not refund me the {$25.00} that was sent through a scam and to request the {$25.00} back from the scammer. I then communicated that I was confused on how I can not receive any assistance or refund if I was scammed. Around XXXX XXXX  XX/XX/XXXX, another Cashapp support person told me to " Please resolve this issue with the recipient directly '' and reccommended me to be more careful in fhe future. I then communicated that I have tried to ask for my money back and did not get anything back, and that the scammer initially posed as a friend of mine who needed help. I then asked what was the protocol for scams on the Cashapp platform. The same person then told me that their team takes security concerns very seriously, to report the transaction as a scam, and to not fall for scams. I then informed him that I already reported the transaction as a scam, and explained that I did not think I was sending money to a stranger, and that I didn't believe that their team takes security concerns seriously due to the lack of support and urgency from their team regarding my case. After expressing my further concerns, the Cashapp support person then told me " I don't have any new info to provide on this issue. For questions or concerns outside of this, I'm more than happy to help. '' I then asked if Cashapp refuses to assist customers who have been scammed, in which they responded, " While Id be happy to help you with anything else, Im unable to provide further info for this particular case. Thanks for understanding '' I then stated that I will be deleting my Cashapp account and will never use Cashapp again due to the lack of assistance, and also stated that all I want is assistance with being scammed, and becomimg frustrated, I asked " What is so difficult to understand about what I'm asking for?? '' The Cashapp support person then responded, " We've provided as much info as possible to help with this issue. Since I can't provide any additional help, Im going to go ahead and end the chat. Youre welcome to contact us in the future through the app. '' I then stated, " You said that I can report the transaction as a scam, which I already did, and to not send money to strangers, which was not applicable and I've already explained that. How did you provide helpful information? '' which was then met with their robot support, indicating that the chat was ended.