Consumer complaint received 2024-06-28 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: MS

Complaint narrative:
Im filed my XXXX dispute today, on XX/XX/2024 ; I was visitng a friend of mine ( I thought was my friend ) and while visiting i taken a nap, and when i woke at the hotel my Work phone was missing, thinking nothing that i just prob left it in car maybe i imagined bringing it in. Searched car, no phone, later i realize that i had a payment made to said friend when i went to transfer a {$900.00} payment to my other checking account. I had {$750.00} taken while i was asleep so i knew then phone was taken as well. I tried countless times to request the money back from him, so many request i hit the limit of request you can send, demanding my phone and money back, tho that was ignored. I filed a dispute and a few days later it was denied. I filed again then called afterwards to inform an actual human that i needed to know basis of denial for a legit dispute that was scammed fraudulently from me. I received the email that stated : " An investigation of your claim submission and account details concluded that this is an authorized transaction and no error occurred, because the activity in question was initiated prior to the time at which your device was reported missing. As a result, your dispute was denied. '' I informed them again it was my work device, not my personal phone, it was used either my face or pin while sleeping bc this person has been with me before and had to use my PIN- not imagining he would remember it. But valuble info to a scammer is detained well ive learned. They continue deny the dispute off the same info they have wrong from first go round. 

-My money was stolen from me from my secure device, with my face or password im unsure which it was bc i was asleep. 
-Money was sent to person hisself to his cashapp name and account. 
-He changed his number promptly ( and you would think they would notice that while investigating but there again they dont investigate nothing ive learned ) -I have never used the reason he typed in, its not even something i offer on my business, I dont do returns, I do exchanges if they product is incorrect and get the correct parts swapped.

-I filed a police report -Ive done everything im suppose to do and they are not following the law and handling it properly. 

Here is the kicker that could prob fix this all- They will not speak to you about a dispute, they hide behind emails so its easier for them to not have to do the right thing and being able to contact them when problems arise. Why cant this be a rule by law that if you are a, or professing to be a, financial institution where people keep money and operate as an interest bearing profitable company, that you are required to have a human to human accessible phone system when problems arise and prohibit hiding behind an email address with no no-reply allowed. Thats not asking alot its just asking to do the right thing and not blow off the people bc it builds them interest the longer its in their possession, thats misusing account holders funds isnt it? They also blocked his other account so he cant receive payments you would think that would throw a flag about honest abe here. No its easier to just deny i guess they think. Any advice for getting my money back with interest would be awesome.

Company response to consumer: Closed with explanation