Consumer complaint received 2024-05-15 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: CA

Complaint narrative:
OK the problem is is that cash app will not allow me to have the money that they allow somebody to steal from my account. They say there was nothing they can do about it and they don't have anything else to say to me. It all started in XXXX of 2020 when my phone was stolen, and they immediately I knew who had stolen it right when they stole it right after they left I mean literally as they're driving away. I knew what they were up to and I tried to contact cash app right away along with other credit cards and bank cards and report my phone stolen. At the time there was no phone number to contact cash app there was not a hotline set up or a way to communicate with them other than through the app. I did not have a phone therefore I did not have an app and I could not sign in to my account from somebody else 's phone either not without the proper password and without my device I was unable to utilize my password. I sent an e-mail to cash immediately And I utilized my friends mobile device and his cash app in order to try to freeze my account or report my phone stolen but cash out did not get back to me until it was well too late. Cash out made it impossible for me to secure my account with him even though I have a password and XXXX factor authentication, my device was stolen along with other electronic devices and with this they were able to reset my password to gain access to my cash app where they sold my XXXX and then extracted it from cash app by transferring money or by using XXXX XXXX. I tried to stop this before it happened but because of cash app and the negligence of their availability I was unable to stop this from happening. When cash out finally got in touch with me I was communicating with them in real time with the money being extorted from my account and the person who had my phone change all of the contact information on my cash app account along with my address and the phone number associated with my account along with the name and instead of cash app locking them out of my account they locked me out of my account it would not allow me access, meanwhile these thieves we're on a shopping spree and there was nothing I could do about it. It took me XXXX  years just about to regain access to this cash app account. I had to contact the controller of finance in order to get their help in the matter I had to contact law enforcement for them to help with the situation and XXXX day after numerous tries multiple emails multiple text conversations I was able to regain access to my account and when I tried to make a claim for the transactions made it was automatically denied and brushed off and swept under the rug and treat it as if it was my fault and the cash app took no fault at all I have saved all of the text message communications I even have a very detailed story with all of the emails from my XXXX XXXX  and cash app all put in chronological order showing exactly what happened with a very detailed narrative attached. I had sent this to cash app at XXXX time and I will attach it to this statement if I am able to I have many screenshots I took of different conversations I had trying to regain access to my account. I was told to do certain things and when I would do these certain things cash app would change up and give me an excuse of why they could not give me access to my account and then simply hang up on me now that I have access back to my account and see the transactions that took place I am told that there is nothing I can do about it. When at the end of the day if cash app would have had a phone number to call in order for me to protect my account or if I was able to go online to access my account or cash app would have locked them out of the account instead of me none of this would have happened. I knew exactly what was going on before it had happened and I tried to report it and I tried to stop it and I did everything in my power to do so. I had to sit there and literally watch my money dwindle away at the hands of thieves and cash up allowed it to happen and today they say they have no responsibility in the issue. At the time I had approximately XXXX of a Bitcoin and this is what I would like returned not the monetary value of the coin but I would like the exact amount of XXXX in which I had at the time. Cash app is ignoring and violating the different things that the XXXX, FDIC, CFBP set forth for regulations and guidelines.

Company response to consumer: Closed with explanation