Consumer complaint received 2025-05-05 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Block, Inc.
State: VA

Complaint narrative:
In XX/XX/year> I filed a dispute with Cash App for a charge of XXXX dollars that was taken from my account after I cancelled and had written coformation said subscription was cancelled. Cash app denied my claim so I appealed which was denied again. Shortly after this my account was hacked and I was locked out. I contacted cash app through the phone because I could no longer use the chat feature because I was unable to get into my account. I was told that there was nothing that they could do because they couldn't verify my account because whoever hacked it changed the email and phone number immediately and I didn't know what that was and unfortunately I did not have a cash up card it was lost and I didn't order another one I just had it connected to my mobile wallet which does not tell you all the card number. I had {$200.00} in my account when it was hacked. After being told this several times on this phone conversation a few days later I called back to state that it was a verified account my ID was on it I could tell them all the information they needed from that but my bank account was connected to this and I was having to close my bank account because it was connected to my cash app and I'd already had {$200.00} taken over once again told there was nothing that they could do because they could not pass the security features due to the fact that I could not tell them the email or phone number connected to the account. I asked to speak to a supervisor and pretty much given the runaround. I called back a third time and explained my situation again I was told the same thing I asked to take a talk to a supervisor and was hung up on. I was reading online about others who had the same situation as me and one of the people stated that they made an account under the same email as their old account that had been hacked originally had and used the chat and that they were able to pull up old accounts under this email through the chat feature I wasn't sure if this information was correct but I figured it was worth a try. I started account with the same email that my old account was linked to same phone number that my old account was linked to prior to being hacked and tried to contact support through the chat feature was unable to get help this way either was told pretty much the same thing. I believe it was in XXXX I opened my cash app and immediately was taking to a screen with a notification that stated in my account was closed due to a violation of their terms that I would be able to withdraw any money still left my account but any other actions would no longer be permitted. There was no option to appeal there was no explanation as to what terms I had violated. So I withdrew the few dollars that I had on the account and went into the account settings and closed the account. After I did this the next day I learned that you could appeal a account closure so I once again started an account under the same email so that I could try and appeal the decision so I could try and get my money back. The account that had been hacked was a verified account and I had lost a couple XXXX dollars I still wanted to try and get my money back. After chatting and speaking with customer service I was told that because I closed the account there was no way to appeal it because they couldn't link the appeal to the account because I would have had to done it through the chat option. At this point I just decided there was nothing I could do and figured I had lost {$200.00} and whoever hacked my account was probably still using it in my name and it was nothing that I could do about it. On XX/XX/XXXX I received an email stating that a dispute that I had in XXXX of 2024 was being overturned because they had looked at it and realized that the decision had been made an error and that the transaction was made when it shouldn't be made and that {$99.00} had been added to my account and was ready to be used. This email came to the same email connected to my account before it was hacked. So I called Cash app support because I no longer have a cash app account and can I use their chat and once again was told that there was nothing that they could do because I did not know the email nor the phone number that is now connected to that account even though they can see an account with the cash app tag they don't know if it's open they don't know if it's closed and there was nothing that they could do. And I'm not sure why I'm getting emails stating that {$99.00} was sent to an account if this email wasn't connected to it anymore and if you can't look it up with this email then why or emails coming to this email as a XXXX XXXX. At this point I have lost {$300.00} over cash app not being able to stop somebody from hacking my account and changing the email and password and phone number which is what every hacker does immediately when hacking an account. I have asked to speak to a supervisor and I have spoken to XXXX separate customer services representatives in this go round and XXXX in the last and multiple ones through the chat who all told me the same thing.

Company response to consumer: Closed with explanation