Consumer complaint received 2025-01-23 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: MD

Complaint narrative:
On XX/XX/year> I received an envelope in my name at my address. The envelope contained a Cash App XXXX XXXX card with the simple instructions to scan a XXXX XXXX in order to activate it. Encouragement was given to route direct deposits to the card. 

I did not request that card nor do I have a Cash App account. Someone opened a Cash App account using my name and address and requested the card hoping I would utilize it. Since the perpetrator has access to the account they are hoping to remove any money once deposited. 

The card is a XXXX XXXX card backed by XXXXXXXX XXXX connected to a Cash App account. 

Visa : XX/XX/year> XXXXXXXX XXXX. I called XXXX and spoke with a XXXX representative. XXXX was very cooperative and had an excellent process for handling fraud cases. They said they would block that card number from being used but they could not close the account. To permanently close the account I would have to deal with XXXXXXXX XXXX  and Cash App. 

XXXXXXXX XXXX  : XX/XX/year> XXXX p.m. I called XXXX and left a voice message with XXXXXXXX XXXX. I left my name and phone number and asked them to please call me back regarding the fraudulent account. There was no response. I attempted to call again at XXXX p.m. and the call would go through and then disconnect. XX/XX/year> XXXX a.m. I attempted to call again with the same result. The call goes through and then disconnects. At XXXX a.m. I sent an email to XXXX with the subject XXXX Account and requested to be contacted. I surmised my phone number is on a XXXX XXXX. To test my assumption, at XXXX a.m., I called from a different phone and I got through and was able to leave another voice message. Again I left my name and phone number and asked them to please call me back regarding the fraudulent account. Once again there was no response. 

Cash App : XX/XX/year> XXXX p.m. I called XXXX and spoke with a Cash App representative. When I explained the fraudulent account they said there is no fraud department but they wanted me to open an account so that I could be assisted by a representative through the app. Not an option for me. XX/XX/year> XXXX a.m. I called again to see if they could at least flag the account as fraudulent. I told them that I was willing to provide them with the information they should already have and that is currently attached to the account : My name, my address, and even the XXXX debit card number. They said they wanted to send me an email with a link so that I could send them pictures of the XXXX debit card. At this point I refused to provide them with my email address as I do not trust their process. They were not at all interested in having the name connected to the fraudulent account or the address. At the end of the call they wanted me to write down a case number. When I asked what good it would do and what the case would accomplish they said it was for review. I declined. But they insisted on telling me the case number. Perhaps a protocol in order to have it recorded I guess. Anyway I did not write down the useless case number and explained that I just want the account to be investigated, deactivated, and my personal information to be removed from their system. I also explained that, in hopes of accomplishing this, my next step would be to submit a complaint with the Consumer Financial Protection Bureau. 

So that is all I really want from XXXXXXXX XXXX  and Cash App. I want the accounts, both the Cash App account and the XXXXXXXX XXXX XXXXXXXX XXXX XXXX account, permanently closed and my personal information removed from their systems. It would be nice if they were interested in investigating the fraud too. It baffles my mind that there seems to be no interest at all in the fraudulent activity.

Company response to consumer: Closed with explanation