Consumer complaint received 2024-12-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: Block, Inc.
State: CA

Complaint narrative:
The company is called Cash App. This is regarding Account Number ending in # XXXX. Investigation reference # XXXX.! XXXX. 

I was feloniously robbed at gunpoint Saturday XX/XX/year>. My phone was taken during the robbery but not my debit card. The XXXX came out and started a investigation. The police report number is # XXXX. It is assigned to XXXX XXXX XXXX phone # XXXX XXXX XXXX for reference. I immediately called Cash App and informed them that I No Longer had access to my personal phone and that they where to lock my account since it could be compromised. Also Cash App customer service is only available Monday to Friday and only during daylight eastern hours! So that ment I had to wait over the weekend to get to some one to help! After informing Cash App about my phone and them assisting me to get back into my account I was suprised to find out that there had been a litany of charges, withdrawals, crypto sales and so on. 

At this point I made it specifically clear that Cash App was wholeheartedly responsible for all of this mess. There was a very long list of things that Cash App did wrong or did not do at all to safeguard someones acoount from things like this happening! Where are the safeguards that banks are suppoesd to tske to protect their customers fiduciary duty! This is Farud at a Rampant scale! Even though I immediately locked my XXXX XXXX remotely as well called XXXX XXXX to blacklist the stolen phone they where able to somehow get into my account and change all the account owners information as well as go free reign on my account and my money! 

There was a total of 12 transactions that was my money leaving my account! 2 of which went to a XXXXXXXX XXXX checking account debit card # XXXX on XXXX for {$3900.00} and on XXXX for {$500.00}. The 10 other transactions where sent Cash App to Cash App which further lets me know how this platform helps criminals get away with millions upon millions of dollars each day! In total my account was cleaned out of {$6800.00} and left {$560.00} from all the stocks and crypto they sold that thankfully they finally could not get out after Cash App finally moved their system to stop them! 

After Cash App opened a investigation " see reference number above '' they asked me a set list of questions that I immediately answered. After multiple days I called back and emailed to see the status of the investigation. I was told I would recieve a email response. On XXXX I recieved a email from XXXX at Cash App it stated " I understand you need to report some unauthorized activity on your account. Now i wish I could help but we can not reverse XXXX payments once they have been initiated. '' I was utterly confused that he failed to mention all the other " Unauthorized Activity '' on my account that I had specifically listed on their investigation form dated XXXX that they had sent me through email! CASH APP NEEDS TO DO A PROPER INVESTIGATION PER THE LAWS IN THE USA AND REIMBURSE THIS STOLEN MONEY DUE TO THEIR NEGLIGENCE! It seems this company will only side line you and never actually investigate to correct this problem or to even lock your account to stop further fraud! This is completely wrong and ends up hurting the millions of customers they have.

Company response to consumer: Closed with explanation