Consumer complaint received 2025-10-23 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: VA

Complaint narrative:
On XX/XX/XXXX I was the victim of an account takeover on CashApp which resulted in {$110.00} ( {$2.00}, {$9.00} $ {$100.00} ) fraudulently clearing my account as someone hacked my account XXXX XXXXXXXX the fraudster : 1. Removed my email and phone number and replaced it with their own without my authorization 2. Changed my cash pin and password 3. After the transactions occured and they successfully removed all the information I could login with, they then removed my debit card from the account and replaced it so that I could not alternatively access the account by verifying the associated debit card. 

The moment this happened, I had to create a NEW cashapp account in order to even contact cashapp ( this NEW cashapp, which I do not use and do not plan to and is only for communication purposes is XXXX XXXXXXXX ) I called the same day and spoke to an agent named XXXX to let cashapp team know about this and to ensure no further fraud could occur. ( case # XXXX ) he confirmed that the account was frozen and that a THREE day investigation would ensue, after which I would be notified ( and upon my request he confirmed multiple times that the email notifying me of the completion of the investigation would go to my email that was removed * XXXX * ) more than 3 days passed with no communication, and I called back on XX/XX/XXXX. I do not have the name of the agent but she claimed that it was now a 10 day investigation, which I was not made aware of in any way. Furthermore, she stated that she restarted the investigation just in case. Still confirming for me that the account was frozen as my concern was the fraudster utilizing the cashapp account associated with my social security number to complete fraudulent transactions now using someone XXXX debit card. She confirmed it was frozen XXXX XXXX XXXX XXXX XXXX XXXX XXXX  As of today, XX/XX/XXXX, XXXX more transactions have cleared my checking account XXXX. {$37.00} XXXX. {$89.00} XXXX. {$93.00} XXXX. {$100.00} XXXX. {$3.00} XXXX. {$15.00} All to people I do not know ( as before ). 

It it my understanding that if an account were flagged as fraud, and under investigation, that their system would be alerted that a debit card utilized to carry out transactions on an account flagged for fraud would notify them and they/their system would prevent this or freeze those accounts. This appears as negligence on their part, as I have been reassured numerous times this would not happen. 

I called cashapps customer support line today to confirm that the investigation is current and active as well as ensure the case number I have is still accurate. I spoke to XXXX, she confirmed the case number, as well as confirmed that the debit card shouldve been flagged and that the transactions did in fact occur on the XXXX XXXXXXXX account, which she also confirmed is frozen. She stated shes unsure of how this happened. She said she is escalating this to management. Stated there was currently no management available and said that it has been escalated and that a manger will reach out to me via email as soon as possible. I have not heard from them yet via email. 

At no time so far has provisional credit been offered- in fact I was told that I would have to wait until the investigation is complete to then call them back and then request a refund, and have to wait further for that. 

While the fraud perpetrator was trying to sen money, remove my email and other info, I was actively trying to add my info back so I could remove my debit card info to stop further transactions and unfortunately could not do it in time before they locked me out. Which is why the screenshots show several adding/removing of my own email and them adding theirs.

Company response to consumer: Closed with explanation