Consumer complaint received 2025-04-22 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: NV

Complaint narrative:
XX/XX/year> my phone was lost between XXXX and XXXX. I reported the device as being lost at XXXX which at that time the line was suspended/turned off. At XXXX someone made a payment to an individual that I don't know, my phone was turned back on at XXXX but XXXX wasn't activated until XXXX. I was finally able to access my account and messaged Cash App support and gave the advocate the information they asked for which was given at XXXX, at XXXX the advocate informed me that they had removed all of my banking information from the app. The information that I gave had the name of the device that was lost/stolen. I was able to change my pin XXXX  several times, but whoever had my device was also able to somehow change my pin after the fact of me telling the advocate that the device was lost and that I didn't have access to the device. Money was then transferred from my savings to my cash balance at around XXXX which was XXXX minutes after the Cash App Advocate removed my banking and debit card information. I was not able to remove the device from my account because Cash App said that removal was not authorized by me on the current device I was on. A payment of {$1000.00} was declined at XXXX but a transaction for {$500.00} went through at XXXX which was to XXXX XXXXXXXX XXXX XXXX Because it was after hours I was not able to file a dispute/complaint until the next morning. When I filed the dispute/complaint, the advocate didn't take the time out to remove the device or even lock my entire account. Still having limited access to my account due to security concerns, XX/XX/year> someone gained access to my account through the device and money was moved from my savings to my cash balance and all of it was paid using a pin, but the pin was changed shortly before moving the funds because of course they still had access to the lost phone which was around XXXX. There was an {$1100.00} and {$1000.00} payment to someone named XXXX XXXX. I filed several disputes against the payments and was denied because the people were using a pin due to them having access to the lost device and I did appeal each dispute, which I no longer have access to because today, XX/XX/year> Cash App closed my account due to activities that go against their policy, but I have no idea why because I don't have access to the account anymore and I did have a total of XXXX open disputes that Cash App said are no longer available. I feel like the way Cash App handled the situation could have been handled differently if they would have removed the device from my account at the same time they removed my banking information and any transactions made from that device should have been declined or even locked my whole account. If I'm entrusting this app to keep my finances safe while using Cash App, then Cash App should have taken better measures in keeping my funds safe. My account could have been locked until more information was received, especially when I sent several chats with my concerns. If I'm not able to get the amount back from the first unauthorized transaction I'm perfectly fine with that, but as far as the transactions that were made after I reported to Cash App that the device was lost, I should be entitled to get back because I took the steps and initiative to report it prior to the latter transactions. Please see attached of screenshots that shows the timeline of everything that occurred. Keep in mind, I'm assuming due to security protocols I was limited on what I could do from my new device, especially considering the people had access to the lost device that wasn't removed.

Company response to consumer: Closed with explanation