Consumer complaint received 2025-01-04 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: CA

Complaint narrative:
I had a balance of about XXXX dollars in my cash app account. Suddenly over the course of a few days someone made several XXXX charges of {$1.00} to {$3.00} as well as a few XXXX and XXXX dollar charges to drain the entire balance of my account. Cash app even flagged a couple of them as suspicious and asked if it was me, which I immediately indicated it was not. I then filed a complaint immediately both on their app and by calling their customer service line. Even though by declining the translations as my own, cash app never returned any of the balance to me, not even from the handful of charges they actually declined and canceled. The charges are very obviously dubious and the operator who spoke with me initially told me on the phone it was obvious to him I did not make these charges and that it was clearly fraudulent. Between XXXX and XXXX separate charges to services like XXXX XXXX  which I have used before but never in such a capacity, as well meta, a social networking company i have never used nor have any account with at all. I have never given anyone my pinn number and I still have my phone and card, so it was not due to physical theft nor did I compromise my account After I filed my initial report and they canceled my card, only 2 days after they stated it was put in the mail this person made more charges against my account somehow even tho i didnt even have my new card yet. When i called cashapp customer service again, they clearly weren't interested in me reporting that and tried to tell me not to be concerned about it, as only a couple small charged went through, and told me not to make any other reports as it was being investigated on their end at that point. I found this disinterest and their lackluster response astonishing and this as well as the matters of fact at hand leads me to believe this is an insider job at cash app or their security has been compromised by hackers and they are trying to conceal this fact i actually am part of a class action lawsuite against them for a previous incident of their security being compromised and their concealment of that leading to mine and many other accounts being robbed via fraud. Coincidentally this happened within a week of me adding myself to the pending class action suite so it is possible that this was retalitory on cash apps part. I have requested numerous times an update but they reffered me to a department that they say handles fraud and has no way of contacting them, that they will contact me by email. Their overall attitude with me has been oddly hostile almost from the start I was told it would take up to 45 days for their decision. Not once til a few days ago did I recieve any email. They only stated that they wanted a copy of my physical ID and if I couldn't provide it within a few days they would drop my case. I have no intention of sending a copy of my ID over an unsecured email line and this is an obvious attempt on their end to wash their hands of this as it is the only time they have contacted me at all and the windows to provide their request is extremely small and the format in which they are requesting personal documents is inappropriate and unsecured. I have no way of knowing if it is actually them and even if it were that's no reason to suddenly decide to drop my claim. They clearly have no intention of resolving this issue and never intend on giving me any money back.

Company response to consumer: Closed with explanation