Consumer complaint received 2025-03-05 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: Block, Inc.
State: MS

Complaint narrative:
On XX/XX/year> at XXXX XXXX, an unknown person accessed my cash app account and linked their XXXX debit card ending in XXXX to my cash app account. They then transferred {$5200.00} to their debit card associated with a XXXXXXXX XXXX XXXXk account. Next, they borrowed the available balance on my borrow feature within my cash app of {$50.00}. They immediately transferred the {$50.00} to the unknown linked debit card account. They changed the pin number I used for my cash app debit card verification and unlinked the XXXX debit card ending in XXXX that they transferred all of my federal income tax refund money to. I had just gotten my tax refund deposited on XX/XX/year>, the day before this happened. I noticed my entire account had been drained while I slept on the XXXX of XX/XX/year>. I immediately reported this to cash app support. Reference case ID # XXXX. My phone was not in my possession at the time that these transactions were made and I informed cash app support of this. A towing company in XXXXXXXX XXXX had possession of my phone during this time. I was able to get my phone back on XX/XX/year> from XXXX XXXX in XXXX, XXXX Once I accessed my phone I noticed my XXXX account was also compromised. Cash App had been blocked from sending me emails at all on my XXXX account. Inside of my spam and trash folders I found the emails sent by cash app informing me about the transactions and the changes that were taking place on my account. On XX/XX/year> I filed a report with police in XXXXXXXX XXXX. I spoke with a man named XXXX at cash app support that was very helpful and emailed me a link for the law enforcement officer to assist in the investigation into my money being taken. When XXXX XXXX contacted Cash App support they did not comply with her request for the name associated with the linked debit card. The man hung up on us because the police phone call was being recorded and apparently cash app does not submit to being recorded even by police. Police Incident Report number XXXX. The request was made using the link provided by Cash app support as well. Request ID # XXXX. On XX/XX/year>, XXXX the Cash App Account Specialist emailed that my dispute was denied saying that I authorized the transactions or I authorized someone to use my credentials to make the transactions. I was told I could request the documents they used in their investigations. I requested them. On XX/XX/year>, XXXX XXXX from cash app Disputes sent me a copy of the transactions that I disputed with no further details than the last four numbers of that debit card and that they were completed from my cash app balance and the times of XXXXXXXX XXXX and XXXXXXXX XXXX. I have been told that I can't inquire about my own money or who did this to me any further since my case was closed. I'm devastated! This is not fair to me. I've been the victim of a fraud by wire costing me {$5300.00} and cash app just will not even help me get the name of the debit card holder that is involved in this crime committed against me. This has put me in such a financial hardship because I had counted on my federal income tax refund money to catch up on bills and help me and my XXXX children gain some financial stability in the coming year. Now I'm broke and I owe cash app {$50.00} and they won't even talk to me about who did this to me. Block should have data about this and who did this to me.

Company response to consumer: Closed with explanation