Consumer complaint received 2025-07-29 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: AZ

Complaint narrative:
My name is XXXX XXXX XXXX ( formerly XXXX XXXX XXXX XXXX, and I am urgently requesting a full investigation and resolution of a serious fraud incident involving my Cash App account. 

Summary of XXXX XXXX XX/XX/XXXX, my XXXX XXXX account ( then using email : XXXX ) was hacked. I lost access to my phone, computer, and all XXXX services for XXXX  days. During that time, the hacker accessed my Cash App account ( $ XXXX ) and transferred and spent nearly {$8000.00} from my XXXX XXXX bank account via my Cash App card. 

The hacker also performed multiple unauthorized in-store purchases in California, XXXX the fact that I have not left XXXX, Arizona in XXXX a year. They also accessed and sold my stock and XXXX holdings within Cash App. 

I immediately reported the fraud to XXXX XXXX on XX/XX/XXXX by XXXXXXXX XXXX  and they froze all accounts. I have since opened all new accounts and cards and created a new XXXX ID and email ( XXXX ). I also updated this email on my Cash App account and locked my Cash App card. 

Account & XXXX Details Legal Name : XXXX XXXX XXXX ( formerly XXXX XXXX XXXX ) Cash App Tag XXXX XXXX XXXXXXXX Email ( current ) : XXXX Phone : ( XXXX ) XXXX Previous XXXX XXXXD Email : XXXX ( no longer accessible ) Current Location : XXXX, AZ ( not in California ). 

Cash App Case Numbers : Case XXXX XXXXXXXX Case XXXX XXXXXXXX Case XXXX XXXX. 

Unauthorized Transfers from Bank XXXX XXXX XXXX ) XX/XX/XXXX {$2700.00} XX/XX/XXXX {$2500.00} XX/XX/XXXX {$2400.00} Total : {$7800.00} Unauthorized Purchases via Cash App Card ( California Locations ) All occurred on XX/XX/XXXX unless otherwise noted : {$500.00} XXXX XXXX XXXX XXXX, CA {$500.00} XXXX XXXX, XXXX XXXX, CA {$500.00} XXXX XXXX, XXXX XXXX, CA {$500.00} XXXX, XXXX XXXX, CA {$500.00} XXXX XXXX XXXXXXXX XXXX, CA {$500.00} XXXX XXXX XXXXXXXX XXXX, CA {$500.00} XXXX XXXX, XXXX XXXX, CA {$500.00} XXXX XXXX XXXX XXXX, CA {$500.00} XXXX XXXX XXXXXXXX XXXX, CA {$500.00} XXXX, XXXX XXXX, CA {$500.00} XXXX, XXXX XXXX, CA {$500.00} XXXX, XXXX XXXX, CA {$500.00} XXXX, XXXX XXXX, CA {$480.00} XXXX XXXX XXXX XXXX, CA XX/XX/XXXX {$500.00} XXXX XXXX  XXXX, CA XX/XX/XXXX {$5.00} XXXX, XXXX XXXX, CA XX/XX/XXXX {$2.00} XXXX  XXXX, XXXX XXXX, XXXX XXXX, CA XX/XX/XXXX {$510.00} XXXX XXXX, XXXX XXXX, CA XXXX : {$7900.00} Suspicious Transfers from XXXX XXXX  XXXX XXXX XXXXXXXX XXXX XXXXXXXX ) I have no affiliation with this bank : Multiple credits totaling {$230.00} on XX/XX/XXXX Unauthorized Stock & Bitcoin Sales in Cash App These were sold without my permission by the hacker : XXXX  : {$4.00} XXXX  : {$30.00} XXXX : {$6.00} XXXX : {$44.00} XXXX  : {$21.00} XXXX : {$0.00} ( XXXX ) XXXX  ( XXXX ) : {$56.00} Total Value Sold : {$160.00} Only {$100.00} was reimbursed, but all were unauthorized. 


Device Information ( Used During Hacking ) XXXX XXXX Serial : XXXX XXXX XXXX Pro Serial : XXXX XXXX XXXX ( XXXX XXXX ) Serial : XXXX These devices were compromised and inaccessible from XX/XX/XXXX to XX/XX/XXXX. I was advised by XXXX XXXX that my XXXX ID had been taken over, with the trusted number changed. I had to factory reset all devices and create a new XXXX ID to regain access. 

Security Actions Taken Locked my Cash App card Changed Cash App email to : XXXX Reset all XXXX devices Opened new bank accounts and cards Also, I was notified that my identity needed to be verified or account closed XX/XX/XXXX. I contacted cash app support. Representative told me I was already idehridied, but I seht him screen shots showing in my account that identification failed. He failed to resolve the issue.

Company response to consumer: Closed with explanation