Consumer complaint received 2025-07-19 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:
I followed up regarding an investigation cashapp is supposedly conducting on my old cashapp account ( $ XXXX ), which was hacked two weeks ago. I was receiving direct deposits from my employer on this account. I received my paycheck into the account in the late evening andevening time and sent what XXXX i think like XXXX dollars to my brother, and I madei made a bitcoin transaction for i believe XXXX dollars and XXXX  it to its address. I went to sleep and when I woke up I went to my cashapp app and it prompted me to create a new account, which confused me. I checked my text messages and Cashapp had texted me multiple times while i was sleeping with messages telling me there had been 2 new devices login, then following that was the person removing my email and phone number from my cashapp. They also changed my pin. 


The date for this situation happening was on XX/XX/year> at XXXX XXXX XXXX XXXX XXXX 

Logins to new browsers on my cashapp : XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX PT, DEVICE > BROWSER NEAR NV EMAIL REMOVED : XXXXXXXX XXXX 

PHONE NUMBER CHANGED : XXXXXXXX XXXX XXXX  contacted cashapp immediately and they told me they couldn't access my account and that I had to create a new account to access my account that had been hacked. This method honestly did not make any sense to me and I'm just trying to find out what is going on with my paycheck. After creating my account the person I spoke with ( who never once mentioned his name ), said he still couldn't access my hacked account ( $ XXXX ), although he suggested I makei made a new account as he could gain access to my hacked one. He then told me in order to gain access back into my old account I neededi needed to link a bank card to my new Cashapp account and it should work. I unfortunately didn't have another bank card to link to this new Cashapp.The support agent told me he could still not get access. I asked him if he could at leastatleast see the balance in thatthaat account hoping my money was still there. ALTHOUGH, the agent previously stated he could not gain access to my account, SOMEHOW he had access to the balance in that account and confirmed all the money had been drained and stolen and thatstolenthat the remaining balance in the hacked account was only {$30.00}. The support agent said a manager would be reaching out to me in a couple days from this time and I never received a follow up email, phonecall, or text from a manager as promised. 


The next XXXX on XX/XX/XXXX, I contacted cashapp once again and this time a female helped me and basically acted as if there was absolutely no way she could gain access to this Cashappcashapp and that she could only help my situation to retrieve my stolen money if i could sign on that account and flag the fraudulentfraudlent transactions. Either this or I would need to provideprovider XXXX with the exactwith exact amount sent in this fraudulentfraudlent money transfer or else she wouldn'twouldnt be able to help. She said she would escalate this case to a different department and to keep a close eye on my email for an email from their security team in regards to gaining back access to this hacked account so we could work on getting my money back.The lady said this was the only hope in getting back my stolen funds, and that I would need to be able to dispute each fraudulent charge made on my account.

So i waited for a day and no text, email, phone call whatsoever. I began to get uncomfortable and irritated at how cashapp support has been handling this situation at this point and I needi need answers from someone. 


The next XXXX, XXXX XX/XX/year>, I contacted cashapp support by phone hoping to get some much needed help, as I had absolutely no money and a family to feed. I was helped by another female support agent and gave her any and all information she asked for including the cashapp tag, debit card number linked with the hackedwith hacked account, etc etc. I was finally able to get some help with this support agent. I demanded answers because it appeared this lady had access to more information than the previous two " support '' agents. I asked for information regarding the fraudulent transactions on the account and provided her with the last two transactions I personally made the night thewas check was deposited and my account was hacked into. Upon giving this info, the support agent magically had access to everything and I took down information regarding the fraud charges in my account.

The fraudulent transaction on my account had been sent to a XXXX  account in the amount of {$670.00} to the XXXX  handle DDR SOLUTIONS at XXXXXXXX XXXX. IN CT using my Cashappcashapp debit card. The transaction was listed as PENDING on this money transfer from cashapp to XXXX  which made me to believe that cashapp shouldshpuld have been able to completelyconpletely void this transaction considering it is complete FRAUD! When I askedi asked the support agent to please do whatever needs to happen to cancel those transactionstransaction since it wasot was still on pending status and to another XXXX platform, she should be able to simply cancel this fraudulent transaction and retrieveretrive my hard earned funds. She denied me this request and instead told me she was going to escalate this to her investigations team and they would conduct an investigation on my situation and see if they are able to retrieve the funds STOLEN from me. It should be an ABSOLUTE GIVEN that I get my hard earned money reimbursed due to their lack of security and customer support. She told me that I would be in contact through email or phone call when the team has thoroughly conducted their investigationinvestogation and they would then disclose if I am rather im eligible for reimbursementreimbursment of the {$670.00} straight stolen from me. I have YET to receive anymore communication from cashapp andans the date today is XX/XX/year>. I then asked her if XXXX would possibly be able to intercepttp intercept the fraud transaction since the money was sent from cashapp to XXXX and they might have the possibility of rejecting the payment. 


I contacted XXXX  on the same XXXX after speaking with the more helpful customer support who escalated my case. XXXX speaking to XXXX, they were more helpful than all of the cashapp agents combined and I hardlyi hardly had to provide any information, only my first and last name, the receiverreciever of thethw funds, and the card numbers associated with the fraudulent transaction. 


The XXXX support was easily able to react quickly with great and detailed answers and here is what I was told about this fraudulentfraudlent transactiontransction : Fraud Transaction> SENT BY : XXXX XXXX TO : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

AMOUNT : {$670.00} DATE : XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX. IN CT. 


When I askedi asked the support on XXXX  if theyof they could cancel this transfer, they said there should be no need as long as cashapp had canceled the cashapp specific debit card that was used to do this fraudulent charge, everything should be alright and the money should be easily reimbursed. I was hopeful finally as progress was being made. I was under the impression that after my very first call with cashapp support that they cancelled my card right away afteraftet reporting someone hacked my account. AT XXXX XXXX THINK THEY WOULD CANCEL THAT DEBIT CARD! 


The nextNext XXXX I was onam on my way to work and stoppedstop at a gas station out of curiositycuriousity to see if my cashapp card that had been hacked was still activated and working. Since the first agent informed me that there was still {$30.00} left in my cashapp I thought to just confirm rather or not my hacked card was active or cancelled. I attemptedcancelled I attempted to buy a donut and sure enough the charge was approved and I honestlyi honestly was so angry. After speaking with XXXX seperate support agents regarding myregarding to my account being hacked into and my hard earned money stolen, not XXXX of those cashapp agents thought to even cancel this card. I proceededproceeddd to grab lunch for the XXXX to try to spend whatever remaining amount was left in there. Once again, this time with an even larger amountamoumt spent, the transaction was approved. 


WHY DIDN'TDIDNT ANY OF THESE CASHAPP SUPPORT AGENTS CANCEL MY CASHAPP CARD THAT WAS USED TO SEND A FRAUDULENT PAYMENT AFTER I MADE SEVERAL ATTEMPTS TO RETRIEVE THE STOLEN FUNDS. 


A few days go by and I still XXXX received any communications from cashapp whatsoever. So today on XX/XX/year>XXXX XXXX XXXX XXXX XXXX, I reached out to cashapp to check on the status of the investigation, whichthat I actually never even received any type of case number or case ID for, by the way ( when I askedi askedaskes for it they told me not to worry about it and they would be in touch with me shortlyne shortly ).

The support lady was extremely unhelpful. I gave her the exact amount of information that I gave to the lady who actually initiates the investigation including full name, area code, cashtag, bday, original account email, and original account phone number ( Even though the original email and phone number to my accountacount had been removed by the hacker ). The support lady told me that the information I provided didprovided her did not match what they had on file and she couldn'tcouldnt get access tointo my account. The email and phone number Inumver i provided her are XXXX percent the originals for this hacked account and they should be able to comprehend that the email and phone number on the account was removed, thus, they should be able to use the originals since it is MY MONEY AND MY ACCOUNT! I offeredi offered her my SSN and my DL number as extra information to prove who I wasi was and she refused this information andamd rudely insisted fully that the info was incorrect and that she would not be helping me any further.

Furious and confused, I demandedconfused I demanded to speak with a manager since I alreadyi already have an investigation ongoing ( or I am under the impression there is one???? ). This process to follow up on something going on with MY ACCOUNT should be a breeze considering I providedi provided all 100 percent correct information. I was put on hold by the cashapp support and told 3 separateseperate times to keep holding. AfterAftet probably 10 mins on hold, she comes back and informs me that there are no available managers to assist me. WHAT IS GOING ON?!

With all things considered, this person stealing my paycheck has caused a HUGE financial strain and struggle for me and my family. I am the only one who works in my family of 4 that includes two toddlers. This money is crucial to our wellbeing and we rely on this money to help our family week to week get by and it is the only source of income. CASHAPP is being extremely suspicious themselves in this whole fiasco it seems atleast, and extremely uneducated as well as useless and unhelpful to the highest degree. I, I am so lost and have no idea where to go from here. 


I have a family and I am the only source of income for them and some kind of action NEEDS TO HAPPEN AND MY MONEY NEEDS TO BE REINSTATED RIGHT BACK INTO MY NEW CREATED ACCOUNT. I am getting hopeless in this whole situation and I am making this complaint because any kind of app or platform that is legally able to provide digital wallets or digital banking to people of all ages should face the consequences here as there are so many things wrong about this situation, and cashapp claims they keep their customers money safe. I will take legal action.

Company response to consumer: Closed with explanation