Consumer complaint received 2026-05-19 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: NY

Complaint narrative:
On XXXX My Cash App was hacked.. I received an email XXXX XXXX stating that a new device was logged in .. Then I received an email stating that my email and my phone number was unlinked from my cash account and a new email was logged in that was not mine.. I could no longer access my account which had {$1400.00} in it.. I had to wait until XXXX for their offices to open... When I called a cash app rep asked for all my information for my cash account which I gave down to my social.. He asked if the email on the account was mine in which I told him no.. I asked him if he sees my money on the account ( {$1400.00} ) in which he told me he does.. I told him I need my access back so I can withdraw my money, he told me I couldn't he has to put the account under investigation and that the investigation takes 10 days ... I waited 10 days nobody even got back to me about said investigation .. On XXXX I called cash app again.. I got another rep explained what happened and she told me that the investigation was already closed and she can't pull up any information... She told me she can transfer me to someone that could get me back access to my account.. Upon getting access to my account all my money was gone .. ON XXXX the day I made the report about my account being hacked there was 4 transactions made ... not by me by the way because I was told I couldn't get access until the investigation was over... So on XXXX a transaction of {$530.00} to XXXX was made, a transaction of {$480.00} to XXXX was made, a transaction of {$410.00} to XXXX was made, and a borrow transaction from my cash app borrow was made for {$200.00}... so the cash app rep that I spoke to told me they now had to transfer me to the dispute departmen... This was crazy to me because if an account is under investigation how can funds be used... Anyway I get to the dispute department she puts in a dispute for the three transaction and told me she has to transf\er me to the borrow department for the {$200.00} that was borrowed. Now I have the disputes pending the told me it could take up to 45 days.. The borrow department tells me they have to send my dispute to a manager and a manger will get back to me... On XXXX I received 3 emails, one stating that the transaction for {$480.00} and {$530.00} was denied because based on there investigation it was determined that that transaction was authorized by me or someone authorized to use my credentials .. How when my account was under investigation.... The 3rd email stated that the dispute for {$410.00} was resolved in my favor and refunded... Right away I withdrew the money to my account because I planned to cancel the cash app account when all is said and done!! I immediately called cash app again and told them the needed to dispute both transactions again because I want all my money back... They allowed someone to still have access to the account besides me and I want what was mine or I will get a lawyer or make a call to XXXX on your side!! An appeal was put in for both transactions of {$480.00} and {$530.00} and evidence was sent by me showing that I was locked out of my account on the day these transactions was made .. On XX/XX/scrub>XXXX the appeal of XXXX XXXXwas resolved in my favor but the transaction for {$480.00} was not .. when I called they told me another appeal could not be put in and the decision was final... I told them I refuse to loose {$480.00} and they owed me that money because again how can an account be used while its under investigation??? They told me nothing they or I can do and I must go and take legal action... I asked for a manger in which he told me the same thing and I asked for all information on the disputes and appeal to be sent to my email which I never received, and they suspended my account and didn't send any email... On the borrow dispute, On XXXX I received an email from that department in which they asked me to responded immediately to questions 1-3 out of 12 questions and I answered all 12 same day... on XXXX they refunded {$280.00} to the account in which I cleared the borrow that I disputed .. After that on XXXX because I used the money refunded to clear the borrow they sent another email stating that voided the loan this time and sent me back my {$210.00}... So I am sending this because I am in need of help getting my {$480.00} from cash app so I can finally close this account and be done with them because this experience was just to much and enough that I would never use them again!! My next steps after this would be small claims court because I want my money!!!

Company response to consumer: Closed with explanation