Consumer complaint received 2024-12-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: NY

Complaint narrative:
On XX/XX/XXXX, I filed a dispute with CashApp and XXXX regarding a fraudulent transaction of {$4900.00}. Initially, XXXX refunded the amount to me, but they reversed the refund on XX/XX/XXXX. Despite my efforts to provide evidence and explain that the transaction was fraudulent, both CashApp and XXXX have refused to acknowledge the fraud and return the funds. In fact, I filed my fourth dispute against Cash App for the same transaction XXXX because I am relentlessly trying to recover the funds that were unjustly withdrawn from my bank account. As a result, I am filing this report to formally document the situation. Issues with Prior Communications : XXXX, XXXX from the Cash App Complaint Operations Team emailed me, suggesting that I request a refund from the recipient directly. This is both impractical and outrageous, as no scammer would willingly return stolen money. Moreover, Cash App previously denied my second and third disputes, citing that the recipient, XXXX XXXX, had already returned the money. If Cash App believes this to be true, why would I be instructed to contact the recipient for a refund? Additionally, I have submitted ample documentation proving that the funds were neither transferred to XXXX XXXX Cash App account nor her associated XXXX account. This includes : Screenshots of transaction histories showing no deposit of {$4900.00}. A letter from Cash App sent to my sister, XXXX XXXX, confirming the fraudulent nature of this transaction. Bank statements and verification from XXXX representatives indicating no evidence of the funds being deposited or returned. Despite providing this evidence, my third dispute was denied with the same generic explanation that was provided to deny my second dispute, leading me to believe that my case was not properly reviewed. Personal Visit to XXXX XXXX  : On XX/XX/XXXX, I visited a XXXX branch located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX, alongside my sister, XXXX XXXX. Despite her demanding schedule as a XXXX XXXX, she accompanied me to verify that the funds were not deposited into her XXXX account or her Cash App account. At the branch, Bank Teller XXXX XXXX contacted XXXX, a XXXX fraud department representative, who requested additional proof. I subsequently submitted : Screenshots confirming the absence of a {$4900.00} deposit into XXXX XXXX account and a letter from Cash App acknowledging the fraudulent transaction. Despite assurances from Cash App representative XXXX during my call on XX/XX/XXXX that my documents were under review, I received an email from Cash App Specialist XXXX denying my dispute just 20 minutes later. This inconsistency in communication is deeply concerning. Additional Supporting Evidence : I also sent Cash App and XXXX a screenshot of a voicemail from an unrecognized number, ( XXXX ) XXXX, dated XXXX same day as the fraudulent transaction. This number may be linked to the scammer. While I lost my original XXXX XXXX XXXX, I was able to recover this voicemail from my XXXX XXXX on my new XXXX XXXX today. I decided to review my voicemails from the date of the fraudulent transaction to see if I could uncover additional supporting evidence, which led to this discovery. Escalation Efforts : I have reported this case to the FTC, XXXX, andFinCEN. I filed a formal complaint with Senator XXXX XXXX and submitted a signed XXXX XXXX form on XX/XX/XXXX. I continue to follow up with XXXX and Cash App, as I believe my case has been mishandled. Key Questions for Resolution : Why would Cash App instruct me to contact the recipient for a refund if Cash Apps records show that the funds were allegedly returned? Why was my dispute denied despite submitting ample evidence disproving the claim that the funds were returned? Why has Cash App failed to contact me about this transaction, despite its unusually large amount and my long period of inactivity on the app? I will also attach emails that I have sent to Cash App : Email on XX/XX/XXXX at XXXX XXXX  EST : Dear Cash App support team, I am writing to follow up on my claim regarding a fraudulent transaction on my Cash App account. Below, I have outlined the details and the supporting documentation I have submitted to both XXXX and Cash App. IncidentDetails : Date of Loss : XX/XX/XXXX I lost my wallet, which contained my debit card, along with my XXXX XXXX XXXX. Date of FraudulentTransaction : XX/XX/XXXX I noticed an unauthorized transaction of {$4900.00} on both my Cash App and XXXX accounts. The payment was sent to someone named XXXX XXXX. This individual resides in XXXX, XXXX. My sister, who shares the same name, resides in XXXX XXXX, XXXX XXXX and has never been to XXXX. Explanation of Fraud : I believe a scammer accessed my accounts using my lost phone to perform this unauthorized transaction. Actions Taken : I disputed the charge with XXXX, which initially refunded the amount. On XX/XX/XXXX, XXXX withdrew the same amount, citing the need for additional documentation.Documentation Submitted : Proof Provided to XXXX and Cash App : XXXXReceipt : Proof of purchasing a new XXXX XXXX on XX/XX/XXXX, aftert rading in my father 's XXXX XXXX, submitted as evidence that I replaced my lost XXXX XXXX XXXX. Lease Document : My sister 's lease confirming her residence in XXXX XXXX, XXXX, demonstrating she does not live in XXXX, XXXX. Additional Proof Submitted to Chase ( Now Submitted to Cash App ) : Police Report : Documenting the loss of my XXXX XXXX Pro and the fraudulent Cash App transaction. Bank Statements : My sister 's XXXX account statements showing no evidence of receiving {$4900.00}, confirming she was not the recipient. Transaction Screenshots : Screenshot of XXXX XXXXXXXX XX/XX/XXXX transactions showing {$4900.00} sent to XXXX XXXX, not XXXX XXXX. Screenshot of XXXX XXXXXXXX XX/XX/XXXX Cash App transactions showing that no {$4900.00} payment was received on XX/XX/XXXX. Her only transaction was on XX/XX/XXXX for {$50.00} to her friend, XXXX XXXX, for sushi. Cash App Letters : A letter to XXXX XXXXXXXX ( my sister ), confirming this was a fraudulent transaction and apologizing for the incident. This letter was sent after she contacted Cash App to argue that she is the real XXXX XXXX and never received {$4900.00} from me. A letter to XXXX XXXXXXXX ( myself ), stating that my account had been compromised.This was sent after I repeatedly complained to Cash App about the fraudulent transaction through multiple phone calls. Additional Concerns : I am astonished that Cash App did not contact me via call, text, or email to flag or stop this fraudulent transaction, particularly given the large amount involved. Additionally, I had not used Cash App for over two years. It is highly suspicious that I would suddenly use the app after such a long period to send such a significant sum of money. I am surprised that CashApps support team does not view this as an obvious red flag indicating fraud. Police Report : Although I did not initially file a police report in XXXX ( as XXXX refunded the funds ), I have now filed one per XXXX 's request after the withdrawal of funds on XX/XX/XXXX. I kindly request Cash App 's assistance in resolving this matter. Please let me know if there is anything else I can provide to support my case. Thank you for your time and understanding. I look forward to your response. Email XXXX at XXXX XXXX  EST : Dear Cash App support team, I am following up on my previous email to provide additional supporting documents regarding the {$4900.00} fraudulent transaction on XX/XX/XXXX. Despite submitting extensive documentation to both XXXX and Cash App, neither has taken action to assist me in recovering these funds. To escalate this matter, as of today, XX/XX/XXXX, I have filed formal complaints with the XXXX XXXX ( XXXX  ), the Federal Trade Commission ( FTC ), and the Financial Crimes Enforcement Network ( FinCEN ). Tomorrow, XX/XX/XXXX, I plan to file a complaint with XXXX XXXX XXXXXXXX Senator XXXX XXXX to further advocate for a resolution. Attached to this email are copies of the complaints I submitted to the XXXX, FTC, and FinCEN for your reference.Thank you for your time and attention to this matter. I look forward to your response. Sincerely, XXXX XXXX XXXX on XX/XX/XXXX at XXXX XXXX  EST : Dear Cash App Support team, I am following up once again regarding my claim for the fraudulent transaction of {$4900.00} made on XXXX.Attached, you will find the following supporting documents : Attached is a screenshot of my email to XXXX  XXXX Senator XXXX XXXX XXXX which highlights my efforts to escalate this issue due to the unhelpful and dismissive responses I have received from XXXX  and Cash App. I will provide the senator 's response as soon as I receive it, as I remain committed to relentlessly pursuing the recovery of the {$4900.00} lost in this fraudulent transaction. A message from the XXXX XXXX XXXX  XXXX in response to the claim I submitted on XX/XX/XXXX. I kindly request your urgent attention and assistance in resolving this matter promptly.Sincerely, XXXX XXXX XXXX on XX/XX/XXXX at XXXX XXXX  EST : Dear CashApp Support team, I am following up on this email thread to attach a letter I previously sent to XXXX. I am doing this to ensure that Cash App has a record of my sister, XXXX XXXX, and XXXX of us being the rightful individuals named XXXX XXXX and XXXX XXXX our relentless efforts to recover the funds from the fraudulent transaction that occurred on XX/XX/XXXX. Thank you for your attention to this matter.Sincerely, XXXX XXXX XXXX on XX/XX/XXXX at XXXX : Dear Cash App Support team, I am following up on my previous emails regarding this matter. On XX/XX/XXXX, I indicated my intention to file a formal complaint with Senator XXXX XXXX, as both XXXX  and Cash App have been dismissive of my request to recover the {$4900.00} in my bank account. On XX/XX/XXXX, I provided a screenshot confirming that I had emailed XXXX XXXX about my situation. Today, XX/XX/XXXX, I completed and signed a XXXX XXXX form documenting my case and submitted it to XXXX XXXX. Attached is a PDF copy of the completed and signed XXXX XXXX form for your reference.Sincerely, XXXX XXXX XXXX on XX/XX/XXXX at XXXX : Dear Cash App Support team, I am following up on my previous emails regarding this matter. Today, XX/XX/XXXX, the XXXX XXXX XXXX XXXX XXXX XXXX  reached out to me, asking if I accept or reject Cash App 's response/offer to my complaint. I have formally rejected the business named Cash App 's response, and attached to this email is the PDF complaint I submitted to the XXXX, which outlines in detail the reasons for my rejection. I urge the support team to carefully review this complaint and take the necessary steps to properly escalate this matter. I remain steadfast in my efforts to recover the {$4900.00} lost due to the fraudulent transaction that occurred on XX/XX/XXXX. Your attention and commitment to resolving this issue are crucial. Please properly escalate this because as you can see this has been very stressful and I demand that my funds get returned to my account. I will reattach all supporting documents previously submitted to Cash App, along with new evidence, to ensure this matter is re-evaluated thoroughly. Sincerely, XXXX XXXX XXXX that I sent on XX/XX/XXXX, at XXXX XXXX  : I am following up on my previous email to provide additional supporting documents regarding the fraudulent transaction of {$4900.00} on XX/XX/XXXX. 

Scammer 's Phone Number : Attached, you will find a screenshot of the phone number, ( XXXX ) XXXX, which I noticed in my voicemail from that day. This is likely the scammer 's number, as I do not recognize it, and it called me on the day of the fraudulent transaction, which is XX/XX/XXXX. I attempted to return the call today, only to receive a message stating that this is a XXXX XXXX number that is no longer in use. It's common for scammers to use XXXX XXXX, as it allows them to create a legitimate-looking phone number that can be easily linked to their personal number, making it difficult to trace them back. This offers a free, untraceable means of communication, often used for fraudulent activities. I would like to once again point out that, while I lost my original XXXX XXXX XXXX, I was able to recover this voicemail from my XXXX XXXX on my new XXXX XXXX on XX/XX/XXXX. I decided to review my voicemails from the date of the fraudulent transaction to see if I could uncover additional supporting evidence, which led to this discovery. 

Account Statements : Additionally, I have attached a screenshot of my XXXX  account statement for XX/XX/XXXX, as well as a screenshot of my XX/XX/XXXX transactions from the same XXXX  account linked to my Cash App account. The XXXX statement clearly shows that {$4900.00} left my account but was never returned. This further contradicts the claim made by Cash App specialist XXXX in her email that was sent to me XXXX at XXXX XXXX  EST, in which she stated that my third dispute against the fraudulent {$4900.00} transaction was denied because XXXX XXXX had subsequently returned the transaction. If that were true, the {$4900.00} would have been deposited back into the same XXXX account linked to my Cash App, and this would be reflected in the XX/XX/XXXX statement. However, the statement only shows the {$4900.00} leaving my account with no return transaction. Again, if XXXX 's claim were accurate, the {$4900.00} should have been redeposited into my XXXX account linked to Cash App, and this would be reflected in the XX/XX/XXXX statement. However, the statement shows only the outgoing transaction and no return. Additionally, if the funds were genuinely sent back, there would have been no subsequent withdrawal of the same amount in XXXX on XX/XX/XXXX. This evidence demonstrates that the funds were neither returned in XXXX nor in XXXX of XXXX. All account and transaction statements of my bank account from XXXX to XX/XX/XXXX, do not demonstrate that the amount of {$4900.00} was refunded to me. Thank you for reviewing these additional documents. I hope this further clarifies the situation and aids in resolving this dispute. Please let me know if you need any further information or documentation from my end. 

Sincerely, XXXX XXXX XXXX sent on XX/XX/XXXX at XXXX EST : Dear Cash App representative XXXX XXXX Thank you for your response. I am writing to follow up on the email I sent to your team yesterday, XX/XX/XXXX, at XXXX XXXX  EST. Unfortunately, I have not received any acknowledgment of that email, and I want to ensure that the supporting documents I provided are being properly reviewed and escalated to strengthen my dispute regarding the fraudulent transaction made on XX/XX/XXXX, for {$4900.00}. Therefore, I am reattaching this email along with the associated supporting documents to this thread. 

I would also like to express my confusion and concern about conflicting responses Ive received from Cash App representatives. At XXXX XXXX  EST today, XX/XX/XXXX, a representative named XXXX informed me via email that Cash App is unable to process my dispute claim. I am attaching a screenshot of XXXX email for reference. 

However, earlier today, XX/XX/XXXX, at XXXX XXXX  EST, I received an email from you, XXXX, reassuring me that Cash App will take up to 45 days to review my dispute claim. Additionally, on my Cash App account, I can see that the dispute for this transaction is still being reviewed and that I can expect an update by XX/XX/XXXX. I would like to reiterate that this is the fourth time I am disputing this transaction, and Cash App has caused me unnecessary stress throughout this process. 

These inconsistencies in communication are very concerning and reflect poorly on the reliability of the support process. Please clarify the status of my dispute and ensure that all supporting documents have been properly escalated for review. I look forward to your prompt response to resolve this matter.

Company response to consumer: Closed with explanation