Consumer complaint received 2024-04-10 00:00:00
Product: Checking or savings account — Savings account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: Block, Inc.
State: TX

Complaint narrative:
My account has been hacked. The hacker has stolen my funds of the amount of {$7200.00} dollars from me. I immediately reached out to cash app and they informed that they are not protecting me. They locked me out my account and the uplifted the lock. The hackers changed my information on my account which does not give me access to my account with Cash App. Cash App gave my account to the hacker and allowed my funds to be taken out. I have my direct deposit and also my tax refund in that account. Cash App is not releasing my funds. I truly and respectfully need my money back and access to my account with Cash App. Please help me. 

Cash app is treating me like a suspect when I am a victim, they are accusing me of sending my money to individuals that I know I have never sent money to those individuals. I do not know those people. I am not understanding how those people got into my account, me and my children are XXXX because of my money is missing and Cash refused to give it back. I have tried many different ways to get my money back. Cash app is only stating that I have sent my money two individuals and they are presenting paperwork that says sent from XXXX XXXX of course its going to say sent from XXXX XXXX because that is my account that was hacked. I do not know who these individuals are. Cash App did not handle the investigation properly the way it supposed to be investigated the individuals that they are scamming and hacking people information is still accurate I Cash App why havent they blocked the individuals? Cash app could have blocked those individuals accounts so that my money will still be accessible for them to take it out instead they told me that I am the suspect that I sent my money to them why they were giving me a hard time with receiving my money, the individuals still spending my money with the information that was given the phone number that was hacked into my account. Im not understanding how it was hacked from my account. I stated to cash app I do not know that phone number it was leaked to my account. I dont have access to my account for three days, I did not have access to my account. Im not understanding why cash app is not giving me my money. This is a lawsuit because cash app is not taking accountability of releasing my phone to the hacker Cash response as I said before I sent my money to someone else cash app is not looking at my emails. I was emailing them. Cash app was not asking security questions such as my Social Security number before they release my funds. They was not asking very personal questions that only the account holder would know instead they asked questions that the hacker could look into the account and note something to be done because Cash did not need to be handled {$7200.00} me and my children do not have nowhere to go. I actually want more now that cash app is continuously denying my claim I would like {$10000.00} For my XXXX XXXX XXXXXXXX  for me and my children being XXXX  for trusting cash app to handle my money and protect my funds. Cash app is FDIC insured so Im not understanding why theyre giving me a very hard time. Cash app response did not help cash app customer service do not help. I just need my money. Im gon na get a lawyer and Im going to sue them for everything they have if I dont receive my small amount of {$7200.00} verses of what I can get from the huge company. I need my money

Company response to consumer: Closed with explanation