Consumer complaint received 2024-08-03 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: OH

Complaint narrative:
XX/XX/year> at about XXXX XXXX I started getting text messages saying my Cash App information has been changed and my device has been removed and if it wasn't me to log into the app to report it. I tried to get into my Cash App but it seems I had been logged out and couldn't log back in. I found Cash App support number online and called them to tell them what was happening. The first XXXX customer service specialists put me on hold and ended up hanging up on me. The XXXX time I called, a guy helped me, I was on the phone for over XXXX hours with him. While on the phone he had me create a new Cash App account to verify my identity and then was somehow able to gain me access to my original Cash App account that I had been logged out of. When I got into the account I could see my account activity, that whoever hacked into my account transferred all the money they could out of my linked debit card to my Cash App which was {$380.00}. Then transferred the {$380.00} plus the {$160.00} I already had in my Cash App account ( a total of {$540.00} ) to another Cash App account named XXXX XXXX with the cash tag XXXX XXXXXXXX ( they updated their cash tag to XXXX  XXXX currently as of today ). They also changed my cash tag to XXXX XXXXXXXX and changed my email to XXXX shown to me as XXXX and a new debit card ending in XXXX. They removed and changed my email, phone number, and debit card, profile name and picture. While still on the phone with Cash App support I started changing my information back to my actual information and logging out of all other devices on my Cash App. However i noticed that my pin was not working and I couldn't change it, so the Cash App XXXX was helping me reset my pin and then all of a sudden I started getting texts messages saying that my account information was being changed back again to the outlook email and that my phone number was removed again. So the hacker was hacking my account while on the phone with Cash App support. However, I wasn't able to see an option to log out of all other devices this time on my Cash App and I was still in the account and had access. So the Cash App XXXX reset my pin and told me to quickly change it and I did exactly that, then he was able to manually log all devices out of the account and that way I was able to log back in with the new pin and information and we successfully got the hacker out of my account. Then he filed a dispute for me to dispute the fraudulent transactions on my account. I never gave anyone access to my Cash App account, my phone or my email or anything for anyone to be able to get into my account. I am very aware of scams and know not to log in from another device or give anyone any of my personal information, etc. From my understanding he put in great detail what happened in the dispute. However on XX/XX/XXXX, I got an email saying my claim was denied because the transactions were authorized by me or someone that I authorized to use my credentials and that no error occurred. The email also said I am entitled to request documentation upon which the denial was based. I initiated the request and have not received the documentation as of today XX/XX/XXXX. I was able to dispute the transactions with XXXX bank which was the account my debit card was linked to and linked to my Cash App. XXXX quickly canceled my card and sent me a new one and was able to refund me the {$380.00} that was withdrew from Cash App. Now since they credited my XXXX account, the transactions from Cash App were failed on Cash Apps end which is making my Cash App account go negative. It is currently {$100.00} negative and will most likely go about {$380.00} negative in total if this is not resolved. I contacted Cash App immediately again today and they will not help me and said there is nothing they can do because the claim has been denied that they can't reopen it and they can't close my Cash App account because it is negative. They said they are not a bank just a financial institution/service. I would never trust Cash App again after this and I want to make sure everyone else knows not to trust them either. I have been a customer of theirs for many many years. I see people on social media getting hit with Cash App scams all the time and nothing ever gets resolved.

Company response to consumer: Closed with explanation