Consumer complaint received 2024-10-17 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: NC

Complaint narrative:
Hello, my name is XXXX XXXX XXXX XXXX. An I would like to file a complaint against Cash app for not returning the money that was unauthorized charges from when my account had been hacked on XX/XX/XXXX. I found out about it a little over a week later and had them help restore the account back to the original email address and contact/login information that they had changed it out of. I'm including below the letter I have submitted to XXXX XXXX  to dispute the amounts that Cash App didn't get refunded to me. They did refund 6 transactions that totaled {$250.00} and I'm attaching a copy of the dispute claims so that you can understand in detail everything that has happened and to save me from having to type it all over again. So I hope you don't mind me doing it this way. I'm also including the evidence that I originally gave cash app to believe that I had been hacked and they assisted me in logging back into my account and closed the new one I had started in order to speak to customer service agent through chat because they don't ever answer the phone number that they have listed on XXXX. They have a recording telling you to contact them through chat. And the statement attached will explain everything so you will be able to understand exactly why I am filing a complaint against them.

Thank you so very very much for your assistance with this matter. Please feel free to reach out if you have any questions or need anything from me. ( XXXX ) XXXX XXXX Thanks again, XXXX XXXX XXXX Hello, hope you are having a great day so far. My name is XXXX XXXX XXXX. An I am needing to file several disputes after logging in and seeing where XXXX XXXX ( in app ) had pointed out that I may have been double charged from XXXX. I'm glad you brought that to my attention because it prompted me to go back through all transactions over the past few months because I had my cash app account hacked and and I hadn't realized it for almost two weeks because I hadn't had a need to use it, but once I did I went to login and found out that the email address and phone number had been changed without my knowledge. I could not understand how they access the account and then my girlfriend found out that her teenage boys had lost our tablet and they didn't want to get in trouble so they didn't tell anyone until she had found out that several accounts had been accessed XXXX, cash app, XXXX XXXX, and more. So I guess I should be thankful this is all that happened to me. I had my email accounts and cash app had been logged in and saved on the tablet that was now gone. Well I of course reported it to cash app and immediately went through the process of getting my account transferred back to my phone number and email address and once I completed that. I saw all the transactions that they had done, and started the dispute process with cash app. I assumed it would be a very easy win since they know that I had been hacked because they're the one who just gave it back to me. ( But I had to start a new cash app account just to be able to file a claim and dispute what they took ) An since the account I started was only to access the chat support once they helped me regain access, they closed the new account. But I assumed that the agent that helped me get the account back had surely documented the whole thing from my first complaint and request to get in my account. But I guess they don't because when I contacted chat support from within my old account requesting to file disputes for the money that was taken from me by whoever hacked my account. And they acted like this was the first they had heard about it. So I explained and I gave them the cash tag and email address to the account I had to start in order to make claim. So they could go and get the copy of my whole report about my account being hacked. An since they didn't have my report in front of them or couldn't get it or something. They suspended my account once I filed the dispute claims. An made me go through this long identity verification and video facial verification that I had just went through to be able to access the account in the first place. ( Do they even talk to each other, or make notes and link them to the relevant account? I guess not ) Because after verification again I submitted the emails that I found in my trash where the hackers changed my phone number to theirs ( I only have XXXX  and the email said that a new device logged in and it was an XXXX so I knew that it was not mine and the next email said that my email address had been unlinked and they had done the day after I had last used it on the XXXX XXXX XXXX XXXXXX/XX/XXXX ) But the first unauthorized charge is for {$35.00} to XXXX XXXX I don't know who this person is. And they used it way more than I ever had that should have been a red flag to cash app but apparently not because the unauthorized charges continued XXXX XXXX XXXX {$60.00} XXXX XXXX XXXX {$100.00} XXXX XXXX XXXX {$40.00} Then between XXXX a bunch of transactions sent to a XXXX XXXX first one was XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX {$60.00}. But as a result of my dispute claims I thought they were going to be refunding the entire amount of my claim but I realized today when I was going through the statement to see if there were any other double charges from XXXX. When I saw that they only refunded these amounts XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  {$60.00} all from the transactions with XXXX XXXX ( I think I checked to make sure that I had it right, that it was only from the one XXXX XXXX account ) Continuing on XX/XX/XXXX there's a charge for {$8.00} from XXXX XXXX  XXXX  I don't recognize. Then I have been double charged a few times from XXXX also on XX/XX/XXXX there's two identical charges for {$62.00} so I need to dispute one of those because I only authorized one. Next was on XX/XX/XXXX there's two identical charges for {$41.00} Then again on XXXX from XXXX there's three identical charges for {$41.00} and I only authorized one of them. And the very last thing I noticed was on XXXX I ordered some food and I needed to change the order so I cancelled the first order for {$32.00} and assumed since I did it within minutes of payment that it would have been returned before it got released from pending status. I paid for my re-order minutes later it was {$22.00} so I am requesting that the {$32.00} be returned because I cancelled it and they must have forgotten to return it to me. But I was told that they had done so, that's my fault for assuming that people do what they say. I'm going to have to keep a much better eye on my transactions and make it a habit to double check behind what I'm told because a lot of these could have been avoided with a little more attention to detail. So I apologize sincerely for the inconvenience all of this has caused. But I assumed cash app would easily find everything in my favor because I have clear your refutable proof that my account had been accessed by someone else somewhere else and that my contact and login information had been changed as well as the cash tag name and the fact that they're customer service agent had to verify my identity and log me back in to my original account should have been proof enough for them to easily find everything in my favorites. But unfortunately they don't do their due diligence by linking notes to relevant accounts things like this would be easily explained and dealt with. But instead they informed me today that they closed my account because of activity doesn't follow their rules and policy but it wasn't my actions that broke the rules of their terms and conditions it was whatever was done by the hacker when they had access to my account so I'm in the process of appealing their decision and on top of that I am filing a report to the consumer financial protection bureau I will submit a copy of that report with the pictures of all the evidence submitted to them. Thank you so very much for your assistance and patience with me. It's greatly appreciated, more than you know.

Ok, like I said in the first paragraph, the second part above, is the dispute I am having to file with my bank. XXXX XXXX because that's the debit card linked to my cash app account at the time that my account was hacked and I lost access to it. And my complaint is that cash app ignored the fact that I had been hacked and they were the ones that helped me regain access but since it was done through a different cash app account that I attempted to open because they tell you to when you call or XXXX how to get through to cash app customer support agent. It tells you to make a new one and go to chat support and talk to them there about your issue. So I did but you would think as a business they would link that whole chat conversation with my account that they logged me back into. So if there's any dispute needed to be addressed then they can easily access the information and see that you had been hacked and lost access in the first place. Because I had more than enough proof that this had happened to me but instead they only returned a few of the disputed amounts and closed my account for no reason because if something to violate there terms were done it would have been done by the hacker that had accessed my account and stole my money and not me. I think they don't want to pay for what happened so they closed the account. I'm hoping that reporting it to my bank will get my money returned to me. I should have done that from the start but I thought that since cash app had just helped get me my account back that there wouldn't be much to prove but apparently I was wrong. Thanks so much for your assistance with this matter. 
XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation