Consumer complaint received 2024-05-22 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: MO

Complaint narrative:
XXXX I clicked on a link from XXXX to contact apple support. They had me download XXXX  to remote into my phone to assist me. When the id verification methods didnt work, they had their fraud department call me. During our conversation, they said they see on their end that there is fraud on the cash app account associated with my XXXX XXXX  and that I needed to remove my bank account and they can help me reverse the charges. I did remove my bank account and debit card. However, a new card, ending in XXXX, was added to my account and my cash app balance was drained. {$6600.00}. According to the fraudster, that was my virtual cash app card. However, no new money was in my XXXX XXXX account and the cash app transaction said its a XXXX XXXX XXXX. Per the fraudster, XXXX XXXX XXXX XXXX XXXXXXXX XXXX. I realized Id been robbed and once I was able to regain control of my phone and remove the app XXXX XXXX, I contacted cash app support. They opened a dispute. I now have XXXX disputes with cash app which were all denied, with cash app saying I or someone with my credentials authorized the transaction. Cash app is under the XXXX, and per the XXXX, an Unauthorized electronic fund transfer is an XXXX from a consumer 's account initiated by a person other than the consumer without authority to initiate the transfer and from which the consumer receives no benefit. The XXXX also states : The financial institution may use any reasonable means of verifying the consumer 's identity, but the consumer is not liable for any unauthorized transfers if an imposter succeeds in validating the access device. At no point has Cash App told me how the transactions were authorized when Ive informed them that I was victim of fraud my someone imposing as a big business ( XXXX ). In this case, I am the consumer and I DID NOT authorize the transaction nor do I benefit because the money did not go to an account accessible by me. Cash Apps terms of service also state that they agree to settle disputes via phone or video conference before a consumer pursues legal action. I have been offered neither. I only receive emails from different people claiming to be managers and saying my claim is denied. Ive gotten emails from XXXX XXXXXXXX, XXXX, XXXX, and XXXX. 

Attached are the screenshots of : the call from XXXX fraud and the time, showing that the transaction was done during that call, the transaction with the time, the text messages showing my bank account being removed and the fraud card being added ( and removed after the transaction ), and the time I called cash app. 

In all the years I have had cash app, I have always used my credit union account. I have never had a XXXX XXXX XXXX account on cash app. Ive also never cashed out in that large of an amount. I got no alert and there was no security alerting the abnormal activity. The same day a new card is added to my account, the account was drained and I was never notified by text, call, or email. My cash app tag is XXXX XXXXXXXX and my name on the account is XXXX XXXX. I am now married and my name is XXXX XXXX.

Company response to consumer: Closed with explanation