Consumer complaint received 2022-10-28 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: CA

Complaint narrative:
Hi CFPB, my name is XXXX XXXX. I hope you're having a good day so far. The below information is concerning my experience with CashApp over this last month. The email any records below can be found under is XXXX, phone number XXXX. 

This started when two unauthorized transactions were made from my CashApp account $ XXXX. The first was {$15.00} on XX/XX/2022 at XXXX XXXX, the second {$65.00} on XX/XX/2022 at XXXX XXXX. On both these days, I did not receive any XXXX code or email indicating a login was performed, meaning that CashApp failed to notify me of an unauthorized login into my account happening from a device outside my control. I only saw that these transactions took place when I saw the withdrawal from my debit card connected to CashApp the next month when reviewing my bank statement. The only information I had shared with someone verbally at any point in time up until now is my CashApp username ( $ XXXX ), not password or any XXXX code. No sensitive credentials were leaked from my end, indicating some malicious login that was not my fault. 

Upon realizing that two unauthorized transactions took place and that my account had been compromised, I called the CashApp support team on XX/XX/2022. I detailed all the information above, but the customer agent continually said that CashApp does not refund money on scams, only unauthorized transactions. I kept reiterating that I did not initiate the above two transactions, but it seems this message did not get across to the agent. I received a response on XX/XX/2022 saying that CashApp believed I authorized the transactions, meaning they completely misinterpreted my call. See XXXX for this email. 

I opened a second followup case that same day, being very clear to the agent that I am not asking to be refunded on a scam, but instead am asking to be refunded on transactions I did not authorize due to a malicious login CashApp had permitted. She understood with me that CashApp not requiring a PIN on transactions allowed these unauthorized transactions to take place, and confirmed that she will ensure the case internally is tagged as unauthorized instead of a scam. Yet, I received another response on XX/XX/XXXX completely ignoring this clarification that was made, simply deferring to the first email. See XXXX for this email. 

I opened a third followup case the day after, asking to speak to a manager since clearly my case was being tagged incorrectly internally. After waiting on the phone for almost 30 minutes, I was told that no manager was available. Later that day, I received an email explaining that a manager could not override the decision of the first case and that it was final, despite the case being misclassified internally. See XXXX for this email. 

I am honestly very frustrated with CashApp in that they keep treating my case as a scam rather than unauthorized transactions that resulted from a malicious login they allowed. 

Thank you for reading this extensive complaint, XXXX

Company response to consumer: Closed with explanation