Consumer complaint received 2024-11-13 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: GA

Complaint narrative:
On XXXXXXXX XXXX XXXX, my phone was stolen as I was preparing to send money via CashApp in the amount of {$5.00}. The thief used CashApp to transfer {$200.00} from my bank account into CashApp. He tried to add another {$200.00}, another {$100.00} and then another {$50.00} - but those transfers failed. I had {$320.00} in my CashApp account that had not been transferred to my bank. So the thief took the {$200.00} he was able to transfer from my bank account and the {$320.00} that was sitting in my CashApp account and changed the depositing bank info to deposit {$520.00} into his bank account. 

I called CashApp to dispute the transaction on XXXX XXXX XXXX after purchasing a new phone and seeing the stolen funds. I asked the representative if they wanted me to send the police report proving that my phone was stolen. He said that wouldn't be necessary. On XXXX XXXX XXXX CashApp denied my claim stating " We compared the transaction you brought to our attention with your account history. Based on the information you provided, our investigation led us to determine that this transaction ( s ) was authorized by you or someone you authorized to use your credentials, and no error occurred ''. 

I have been with CashApp for 7 years. Never have I sent money to the recipient. Never have I disputed a single transaction completed in CashApp prior to this one. Never have I deposited money from my bank directly into CashApp. Never have I changed the depositing bank information. I have only ever sent money directly to another CashApp user or received money from another CashApp user. So everything about the disputed transaction was completely irregular, based on my 7 year history. I asked for supporting documentation, and all they sent were 3 random transactions - 2 from the thief and one from XXXX where I had deposited money to my bank account from CashApp. 

Since that was not an accurate representation of my account history, I called CashApp. The representative asked me to confirm my identity by sharing the last two transactions on my account. I shared exactly what I saw in my account history, and she said it was incorrect so she could not verify my account, therefor she could not help me. I don't understand how that information confirms my identity anyway- which is a security concern that I think needs to be addressed, but she did inform me that a manager would reach out to me via email. I told her I would prefer a call and she informed me that the managers don't call, they only email.

When a manager did reach out, the verbiage matched the claim denial that I had already received, verbatim. I pushed back, asking for more information, but the " manager '' said " This is the information that we have to provide you. I as a manager do not have the ability to over-ride the decision made on your case. '' So essentially, there is no escalation path. 

My primary concerns are : 1. The thoroughness of investigations by the dispute team, especially in cases of theft or fraud 2. No ability to escalate concerns 3. No ability to communicate with a manager on the phone 4. The misinformation - there's no way they looked at my entire account history and came to that conclusion 5. The lack of security for customers - the verification process is a joke. The app runs through our phones- so if someone steals our phones, they can receive the push notification and they can share the account history... .most companies use the last 4 of the social, DOB , etc.

6. No recourse for funds that are stolen.

Company response to consumer: Closed with explanation