Consumer complaint received 2024-01-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: CO

Complaint narrative:
I recently changed my phone number. Cashapp only lets you login to your account by phone number or email, they send a verification code and you are in. I have direct deposit from my employer set up to deposit my bi-weekly check into my Cashapp account with the cash tag $ makmcsweeney. 

I called Cashapp support on Sunday XX/XX/, because I was unable to get into my account with my new phone number. After being told there was nothing they could do and that they could not verify it was my account, they said they would be closing the account and should there be a balance in that account, they would transfer it into a new Cashapp account that I created. This made me extremely nervous because a deposit from my employer had already been initiated into an account Cashapp said I would be unable to get into and they would be closing. I deleted this account from my XXXX where my paychecks are processed and deposited. Unfortunately the deposit had already been initiated into the Cashapp account on Friday XXXX 

Monday XX/XX/, the check from my employer was deposited at XXXX. Someone hacked into my account, added their personal phone number ( attached is a picture of my name and address on my account, but their phone number and not mine ) and took over my Cashapp account with my cash tag $ makmcsweeney. This person made several unauthorized transactions. They tried buying a {$200.00} XXXX XXXX gift card that got denied. They tried making a purchase at XXXX, who is not my phone XXXX. They then removed my linked XXXX XXXX XXXX account and inputted their XXXX XXXX account to be able to transfer the amount of my paycheck ( {$1500.00} ) from Cashapp into their XXXX XXXX account. The transactions to XXXX XXXX is not a contact in my Cashapp contacts. This person is new as of Sunday XX/XX/. This account says it was created 3 days ago from today XX/XX/ and when I tried searching the account today on XXXX no account could be found for XXXX XXXX. I typed the phone number that they used on my account into Cashapp and it says that this number is active on Cashapp, meaning they have more accounts, or deleted the XXXX XXXX account after stealing my money and made a new one. I tried calling their number and instead of a voicemail, it said this phone number has restrictions, which leads me to believe it is a phone number from an app. I am very alarmed that Cashapp thinks this is normal activity and is ignoring very blatant fraudulent activity on an account I couldnt even get into on Sunday XX/XX/ and Monday XX/XX/, while this fraudulent activity occurred. 

I did not find out that my money was gone until Tuesday morning, XX/XX/. I called Cashapp support very early Tuesday morning to follow up on the fraudulent activity, the {$1500.00} that was stolen from me, and what they had said about transferring my balance from my previous account into a new account. Cashapp said they would open an investigation. Shortly after I received an email saving your case has been closed. I called them back immediately and the representative said there was nothing I could do, that Cashapp thinks I authorized this activity and that was it. I asked to speak to their fraud department and his response was that they can only be contacted via email. I asked him what would you like me to do now that my paycheck was stolen from me? This is my livelihood, how I pay my bills. He responded with is there anything else I can do for you? 

The person who hacked into my account deposited my check into their account by the minute on XX/XX/. XXXX {$500.00} ; XXXX {$120.00} ; XXXX  {$250.00} ; XXXX {$450.00} ; XXXX {$250.00}. This equals {$1500.00}, costing them {$22.00} in fees in transferring to their XXXX XXXX account from the original balance of my check of {$1500.00}. 

I tried reopening the case XX/XX/, and Cashapp firmly responded that this case is closed and I can not reopen another case unless it is for another issue. I will be filing any complaints I can to try and get my money back that has now financially set me back on rent, my car payment, credit card payments, and many more financial obligations I have to just get by.

Company response to consumer: Closed with explanation