Consumer complaint received 2025-09-26 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Block, Inc.
State: NH

Complaint narrative:
On Wednesday XX/XX/XXXX of XXXX  I was expecting to complete what I thought would be a simple transaction with a person through XXXX XXXX. I had some items listed for sale and had an interested buyer on an item I was asking {$100.00} for. She had asked me if she could pay for the item via Cashapp ahead of time before the meet and exchange of the item in fear that I would sell the item to someone else. I agreed. I initially tried to send her my XXXX account for the transaction but XXXX was not working at the time due to a glitch ( they said I had a business account only on XXXX which I was not aware of, I thought I only had a personal XXXX account so she had said she sent the money already through XXXX ). I got an email through what I believed to be XXXX verifying this so I was not suspicious. I had to fix my XXXX account from the business account. I was getting extremely confused. She told me she sent {$250.00} which was not the amount of money we agreed on for the sale which I did not understand. I opened a link and later now have found out I was phished. Upon opening that link it gave someone in XXXX  complete remote access to my phone. We tried to agree to use Cashapp. I gave her my Cashapp tag name and she insisted that she had sent me the money. She did not. I received a telephone call from someone claiming they were from XXXX and that they were going to assist me in changing my XXXX account while all of this was about to transpire. This person not only got access to my banking information they had my bank actually send me txt verifying it was me and this person was able to verify it was me. They essentially drained {$850.00} which was the entirety of the funds in my checking account and completely dropped off the map. I was later able to see my Cash app account was logged into XXXX devices mine being XXXX of them in live in XXXX XXXX and was in XXXX XXXX at this time this occurred and the other was signed in on a device in XXXX. I have the phone number saved the person called me from, the txt messages that were from my bank authorizing the code for my identity, the phish link, the transaction through Cashapp. They turned my money into XXXX. I did not see that right away. I have everything I need to prove that I did not make this transaction. I did not know the person, I did not authorize this, my phone was remotely hacked and I was stolen from. I contacted my bank and had them freeze everything immediately as well as to contact Cashapp a few times speaking to a customer service representative. I screenshotted the conversations with multiple Cashapp representatives. I have more than enough proof I believe to show I did not do this. I have not done so yet but I intend on filing a police report as well. My bank and Cashapp both told me it would take up to XXXX business days for them to complete their investigations on this. I have a feeling I wont get the help I need. Cash app already told me that the transaction is instant and I most likely would not get my money back and that the party that stole my money would have to be willing to agree to give it back. Someone that steals money from a stranger is not going to give their money back to them. I have since changed all of my passwords on my phone as well. XXXX absolutely devastated as this cleaned out all of the money I had. I would greatly appreciate any assistance someone can help provide to me in resolving this matter. I know XXXX not the XXXX  person this has happened to and I know I wont be the last unfortunately. Thank you! 

Best Regards, XXXX XXXX

Company response to consumer: Closed with explanation