Consumer complaint received 2024-11-18 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: VA

Complaint narrative:
Situation : On XX/XX/XXXX my phone was stolen and the thief changed my phone passcode which then gave them access to the entire phone and all of my financial information. The thief then used the phones financial applications to perform unauthorized transactions that defrauded me of over {$5000.00}. Cash Apps lack of effective fraud controls resulted in a personal loss of over {$5000.00} that I have requested Cash App to reverse. The criminals that stole my phone appear sophisticated as they knew to change my phone passcode, remove my phone from XXXX XXXX XXXXXXXX, and then perform financial transactions starting with XXXX XXXX such as Cash App. These criminals used the cards ( including my Cash App debit card ) at stores that are apparently closed ( according to the internet ), which means that Cash Apps neglect to thoroughly investigate and rectify his situation is aiding criminals who may be involved in money laundering in addition to their theft and abuse of customers. 

The problem : At XXXX on XX/XX/XXXX I called in to report the transactions as fraudulent after Cash App alerted me to suspected fraud from their systems. At XXXX on XX/XX/XXXX Cash App requested that I validated my identify electronically, which I immediately complied with hoping Cash App would not approve the unauthorized transactions. At XXXX on XX/XX/XXXX Cash App cancelled my account, and at XXXX XX/XX/XXXX Cash App denied the dispute and authorized the transaction that was on hold. Cash App spent 3 minutes to review and deny a dispute that totaled over {$5000.00} to 8 different people across over 10 transactions. It is not possible to conduct a review that quickly. Over the course of the theft, Cash App ( correctly ) held funds as potentially fraudulent, and then proceeded to release my funds to the criminals after I had reported the transactions as fraudulent. I request that Cash App properly review these disputes and upon confirming they were fraudulent return the funds to their rightful owner. 
Detailed time log of events on XX/XX/XXXX as they related to Cash Apps actions : XXXX. Unauthorized Access and PIN Reset : On XX/XX/XXXX at XXXX the thief changed my XXXX passcode and removed the device from Find My On XX/XX/XXXX at XXXXXXXX XXXX the thief reset my Cash App PIN. 
They were able to shoulder surf and steal my password, allowing them to log into my phone and my Cash App account, change my Cash App PIN, and add my Cash App Card into XXXX XXXX from the app. 
XXXX. Unauthorized Transactions : XX/XX/XXXX at XXXXXXXX XXXX  : An attempted ATM withdrawal of {$500.00} at XXXX XXXX XXXX ( I was asleep at this time ). 
XX/XX/XXXX at XXXX XXXX  : Unauthorized payment sent to XXXX XXXX for {$500.00} XXXX at XXXXXXXX XXXX : Unauthorized purchase on the Cash App card at XXXX XXXX and XXXX XXXX XXXXXXXX XXXXXXXX XXXX ( note : this store is not real ) XXXX at XXXXXXXX XXXX XXXX Unauthorized payment to XXXX XXXX for {$500.00} XXXX at XXXXXXXX XXXX XXXX Unauthorized payment to XXXX XXXX for {$5.00} XXXX at XXXXXXXX XXXX XXXX Unauthorized payment to XXXX XXXX for {$500.00} XXXX at XXXXXXXX XXXX  : Unauthorized payment to XXXX XXXX for {$1000.00} XXXX at XXXXXXXX XXXX XXXX Unauthorized payment to XXXX  for {$500.00} XXXX at XXXXXXXX XXXX XXXX Unauthorized purchase on Cash App card at XXXXXXXX XXXX XXXX XXXX XXXXXXXX for {$45.00} XXXX at XXXXXXXX XXXX : Unauthorized XXXX payment to XXXX XXXX for {$480.00} XXXX at XXXXXXXX XXXX XXXX Unauthorized payment to XXXX XXXX for {$1300.00} XXXX at XXXXXXXX XXXX : Unauthorized payment to XXXX XXXX for {$74.00} XXXX at XXXXXXXX XXXX  : Unauthorized XXXX payment to XXXX XXXX for {$14.00} XX/XX/XXXX at XXXXXXXX XXXX : Cash App flagged a payment of {$1000.00} to XXXX XXXXXXXX as fraudulent. 
Despite Cash App 's systems rejecting transactions totaling {$10000.00}, the following unauthorized transactions were processed in just three hours to 8 different people. This is obvious fraud and Cash Apps security and investigations are insufficient to protect US Consumers. Here are the totals : {$5000.00} in cash transactions {$500.00} in XXXX transactions In total, unauthorized transactions totaling {$5500.00} were transferred out of my account ( combination of cash and XXXX ) XXXX. Account Modifications ( all of my accounts were unlinked ) XX/XX/XXXX at XXXXXXXX XXXX XXXX My bank account ending XXXX ( XXXX checking account ) was unlinked. 
XX/XX/XXXX at XXXXXXXX XXXX  : My checking account ending XXXX ( XXXX XXXXXXXX checking account ) was linked to my Cash App account. 
XX/XX/XXXX at XXXX XXXX  : A card ending XXXX ( XXXX debit card ) was unlinked from my account. 
XXXX. Cash App Actions : XX/XX/XXXX at XXXXXXXX XXXX XXXX  Cash App received a call from me at to report the unauthorized transactions XX/XX/XXXX at XXXX XXXX  : Cash App flagged a payment of {$1000.00} to XXXX XXXXXXXX as fraudulent. 
XX/XX/XXXX at XXXXXXXX XXXX XXXX Cash App requested identity verification to keep my account open XX/XX/XXXX at XXXXXXXX XXXX  : Cash App cancelled my card after receiving my dispute. 
XX/XX/XXXX at XXXXXXXX XXXX XXXX  Cash App denied the dispute and incorrectly ruled that the payment was authorized ( it was not )

Company response to consumer: Closed with explanation