Consumer complaint received 2025-02-18 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc.
State: VA

Complaint narrative:
This complaint is against Cash App who has continuously rejected my disputes and to investigate, look into or help me to resolve fraud and theft that took place in my accounts on XX/XX/year>. 

On XXXX XX/XX/year> someone accessed my cash app without my permission and attempted 7 different transactions which resulted in them stealing a total of {$3500.00}. 
I have attached the screen shot ( screen shot included ) from my cash app activity where you can see the person attempted to take more but due to the funds not being available it failed. Below are the theft attempts made from my cash app and I also included screen shots. 
{$1000.00} - Complete {$1000.00} - Complete {$1000.00} - Complete {$2000.00} attempted - Failed due to insufficient funds {$1500.00} -attempted -Failed due to insufficient funds {$1000.00} - attempted Failed due to insufficient funds {$500.00} - Completed and over drafted my account It took me several weeks, however, through public record and social media searches I was able to identify the 2 people who worked together on this along with their contact information to file a detailed policy report. The police report case number is XXXX with the XXXX XXXX XXXX XXXX XXXX. Unfortunately, because the Officer could not make contact, after several attempts, with the person who actually took the money from my account, he had to put the file in inactive status and he said the next step would be for a detective to pick up the case. The officer mentioned that the county has 900 open cases, they are very short staffed, and it could take months, a year or may never be picked up by a detective. I even tried contacting my friend who works for the XXXX XXXX XXXX police department to see if they could assist with getting a detective assigned and that didnt help at all either. 
I attempted to request the money back from the receiver who goes by " XXXX '' ( screen shot included ) on Cash APP, and it was declined, and I am no longer able to request money from them. I searched for the persons name on social media and was able to locate a profile with the same profile picture and username that was on the cash app profile the money was sent to. I sent the person a private message ( screen included ) but they did not respond. Through Public record search I was able to locate " XXXXXXXX XXXX '' phone number and relentlessly messaged him until he responded. I mentioned that this was felony theft charges which scared him into responding. Through public record searches and social media searches I was able to determine both parties ' real government names which I provided to cash app, my bank and the police. For clarification the person who illegally accessed my account and stole the money goes by " XXXX ''. The person he sent the money to goes by " XXXX  ''. XXXX informed me the two used to be good friends. 
XXXX said XXXX, sent the entire lump sum to him through cash app for {$3500.00}. XXXX then asked XXXX to send the entire {$3500.00} to XXXX 's cash app for " XXXX  '' ( Screen shot included ). He most likely wanted not to have a direct trail to him although this is all documented through cash app with their account activity. 
XXXX, who continued to provide information to me because he was scared to get in trouble for XXXX involving him, sent me the screen shot where he sent the full {$3500.00} to XXXX ( screen shot included ). According to XXXX, he was woken up in the middle of the night on XXXX to XXXX knocking at his door. XXXX told XXXX to send the full {$3500.00} to XXXX 's cash app. XXXX sent me a screen shot of it because he said he didnt want to be involved or get in trouble. 
The Officer was able to contact XXXX multiple times to see if he would just give the money back to me to avoid any charges, but he was not successful with getting XXXX  to agree. XXXX pinned everything on XXXX and said he received the money from XXXX and took the full {$3500.00} out from his cash app as a withdrawal in cash. The officer attempted to contact XXXX multiple times so that XXXX could show him his which would be enough to charge XXXX but he was unsuccessful in the attempts to make contact. 
I have done all the research, spent countless hours on the phone with different departments from Cash App. I have spent hours writing up dispute emails which include specific information, time stamps, screen shots. Thankfully due to public information on social media I have been able to get enough information that shows these 2 people worked together using their Cash app accounts to steal money from my within Cash app. 
I have gone through the dispute processes with cash app many times, however they declined every attempt I made. I have sent them the screenshots I have FROM cash App. Although the transaction history on my cash app, XXXX and XXXX 's cash app will match the evidence and information I have provided. 
I have filed a police report and met with the Officer on 2 separate occasions to provide all the information I have. Nothing came of it although the officer called XXXX in front of me and XXXX admitted to the officer on the phone that XXXX sent him the {$3500.00} and he withdrew the total in cash using his Cash App card. He ADMITTED that to the officer. I also provided this information to Cash app so they can even see XXXX withdrew the money from his cash app account. 
Cash app has disregarded a felony theft that happened within their own application and turned their heads despite the amount of times I called, emailed, filed disputes and provided evidence. 
I am at a loss for how a financial company like cash app lets people get away with left like his when they are supposed to be an application that is trusted. 
I do not understand how the countless calls and efforts I have made nobody is able to help me. 
Please contact me if you need anything further or if you have any additional steps, I should take that that may help me.

Company response to consumer: Closed with explanation