Consumer complaint received 2025-02-03 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: AZ

Complaint narrative:
My complaint is regarding cash apps refusal to provide a information needed by my bank in order to make an accurate decision for a dispute that I filed back in XXXX of 2020. I have several complaints regarding cash apps refusal to ever assist me with recovering funds that I have been scammed out of. They have never returned my money to me in any situation be it crypto a payment sent to a cash tag or a payment on my cash app debit card. For now I'm going to outline a situation that took place on XX/XX/XXXX of 2020. I have been contacted a couple of days earlier by a person on XXXX asking if I wanted to generate some extra income. As a person living on XXXX for many years of course I said certainly I do. I was told that there was a fee that had to be paid so I told the person that I would get back to them on the first one I receive my check which is what I did. On the XXXX of XX/XX/scrub> 2020 I contacted the person that have reached out to me and I ultimately ended up sending {$510.00} and several payments one after the other two different cash tags provided by the scammers. I know now that it was called a money flip. During this situation which lasted the entire day on XX/XX/year>2020 I was told to send a payment and depending on what amount I sent I will get an amount back. The first payment I got nothing I said I'm washing my hands of it I believe it was {$100.00} I do have records of all of it because it was on XXXX and chat. After I refuse to repeat another payment with the first person hours later a second person contacted me claiming to be their supervisor or someone Superior to them and they were going to help me clear up the problem however I was led down a never-ending trail of payment after payment with the promise of receiving the money I was quoted after each payment only for them to then say you now have advanced to the next level and are required to make another payment. It was late in the evening when it finally dawned on me that I was never going to get anything and that I had in fact been scammed. I was already on the FBI website filing my claim while the agent was still trying to extort money out of me. After I filed my complaint on the FBI website I contacted cash app since all of the payments had been sent from my cash tag. Cash app told me that because I sent the payments voluntarily they would not refund my money so I thought I had just given someone {$510.00} and had no recourse. A few days later a friend on XXXX advice that I should contact my bank where I transferred the money into my cash app account from because they would assist me with recovering my stolen funds. I contacted my bank which was XXXX and proceeded with the loan process of firing this dispute that had over 100 screenshots because I sent screen by screen photos of the entire conversation and interaction with the thieves. A couple of months later I got a response from Chime saying that they were going to refund a portion of my money however they didn't find any wrongdoing for the second set of payments that were sent to a second cash tag that I was instructed to send to. I could not understand this because the entire interaction shows clearly that there was a point when the scammer requested for me to start sending payments to a second cash tag. This occurred shortly after they had requested my contact information claiming that I had won some sort of contest and that they needed to send me what I had won. I had reluctantly provided contact information however it was not my current contact information. I immediately refiled all of the evidence I had for my dispute believing that maybe I had missed something and get Time After Time I kept getting the same response that they felt like there was no wrongdoing for the other set of payments. I finally decided to request this information that they were using to reach this conclusion and lo and behold it was a statement from cash app which basically said that I was the sender and the recipient of the latter set of payments. I immediately we opened my dispute and requested that they paid close attention to the portion of the interaction where they requested my information and minutes later instructed me to sent to a new tag because apparently they had set up a new tag in my name on cash app. I asked them to request the date and time that that account was created as well as IP and location information regarding that account however cash app refused. I decided to contact Cash app myself since the account was in my name yet they still refuse to provide the information that was needed in order to clear this entire misunderstanding regarding this scam. I even implored to them that it made no sense and that only a complete XXXX would try to file a dispute and fight so hard over {$200.00} that they had sent to themselves and don't forget head filed a claim with the FBI however it all fell on deaf ears and I never received the rest of my money. Since 2020 I unfortunately got targeted by some scammers and have been scammed at least 15 to 20 times over the past two and a half years. The most recent incident with cash app was regarding to debit card transactions that were sent on XXXX XXXX 's website goods and services the service that I was supposed to receive was a loan and the funds that were sent were supposed to be returned with the loan amount however cash app still refuses to assist me in recovering my payments and adding insult to injury because I disputed it at least five times they even claimed that they found that the merchant had fulfilled their obligation when they're only obligation was to deposit loan funds as well as return the payments that I sent to bank accounts not crypto wallets and they were not sent to cash tags these were actual cash app debit card payments sent goods and services and the loan funds never arrived and were scheduled to be deposited into the very same cash app account so it is beyond me how they could find that the merchant had fulfilled their obligation and this was their response at least two times and I am still trying to get this situation resolved. They have told me we don't return payments that are sent to cash tags because you voluntarily send them we can not recover Bitcoin or crypto transactions but for them to refuse and literally lie and say that they found that the merchant fulfilled the obligation showed me that they have no intention on ever assisting their customers with recovering funds from thieves and scammers. I have adamantly asked to speak directly with whoever is making this decision or coming to this conclusion because I am completely baffled as to how you deem that the money was deposited that never was.

Company response to consumer: Closed with explanation