Consumer complaint received 2026-04-08 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: NJ

Complaint narrative:
MEMO TO : XXXX @ Cash App Support. Date : XX/XX/year> thread : XXXX : : The cyber attack/identity theft was initiated in a text I received from what I thought was from XXXX. The text came from ID # XXXX. The address was XXXX XXXX XXXX XXXX XXXX XXXXText message. XXXX Fri, XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX As a valued XXXX XXXX customer, you have earned XXXX reward points, which will expire on XX/XX/year>. To ensure your points do not expire, please redeem them before this date. Expired points can not be redeemed for gifts, device discounts, or other ( handshake image inserted here ) offers. Redeem your points now : XXXX XXXX XXXX XXXX Sign into your XXXX XXXX account or the XXXX XXXX app. 2. Go directly to the XXXX XXXX XXXX . Thank you for your continued support. We are honored to have the opportunity to offer you rewards. Sincerely, The XXXX Rewards Team I was curious about the points that I had earned under my XXXX account. I wasn't aware that I had any.The next step took me to a XXXX website where it where I could use the points and on what products. It had the similar look to a XXXX website. I am solicited by them every Tuesday. They have distinctive XXXX color, the website that they took me to allows me to make a selection of different products. I selected an XXXX XXXX, which you would use the bulk on the points up.one of the points they've got my inform. When the perpetrators got my information was that I could use the points for merchandise, I still had to pay the postage. This is where I believe they got some of my information. I had entered my credit card information name and mailing address. The process was similar to where you would redeem points for a purchase on from the company 's website. I totally thought I was on a XXXX website. I then received another text about an hour later from what I thought was XXXX XXXX XXXX. I was alerted by text that stated that my XXXX XXXX account was subject to possible fraud charges of {$650.00} and I needed to call the phone number XXXX about the suspected fraud. I was under the impression I was calling the bank and that representative actually worked for the bank. In discussions with what I now know was the perpetrator, I provided them with enough of my personal information. They had me change my XXXX XXXX password to XXXXXXXX XXXX which at the time I did not think that that was unusual. I now know better, Other phone numbers used by the perpetrator were : XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, XXXXXXXX XXXX XXXX ( XXXX XXXX XXXX XXXX ) XXXX XXXX ) XXXX ( XXXX ) XXXX. XXXX, IN After being on the phone with the perpetrator for a considerable amount of time, I started to get suspicious. I had had a number of calls in and out with him. I was never asked any questions by the FBI or the FDIC persons on the line. I also asked for the callers employee number which was never provided, he seemed to change the topic at the time. My curiosity did arise because during the call, we talked about my XXXX XXXX card and they had me download the CASH app from the XXXX XXXX. I am going to provide a note on the identity theft involving my XXXX XXXX card. To start my brother who is a former employee at XXXX had gifted me {$1000.00} in an XXXX XXXX card. The XXXX eats purchases were delivered to XXXX XXXX XXXX XXXX, XXXX, NY XXXX and the other delivery was made to XXXX XXXX XXXX XXXX XXXX, NY. XXXX has acknowledged that these charges were fraudulent. Prior to this incident, I never had a CASH Accout.The perpetrators then asked me to download the CASH application from the XXXX XXXX Store. Because the XXXX XXXX was also subject to fraud that they asked me to transfer the money from that account into the CASH app so that I would be able to get the cash available to me. I had a XXXX XXXX (? ) of $ XXXX XXXX. The perpetrator used XXXX XXXX through my XXXX account to deliver XXXX and an XXXX to XXXX XXXX XXXX XXXX in XXXX, NY XXXX and at XXXX XXXX XXXX XXXX XXXX XXXX, XXXX.when I realized something was suspect, I changed the password to. XXXX XXXXXXXX. At this point, the perpetrator had by information they went in and changed the password. I noticed the CASH App had contact information changed to a phone number of XXXX. And the email address was XXXX XXXX XXXX and the pin number was changed to XXXX or XXXX. At this point, I could not open the CASH app. So I tried to delete the app, hoping that it would delete the information that I had but I realized I was wrong about this. Apparently, It looked like the account had a XXXX cash balance, but I didnt notice there was some bitcoin in the account which now I think is the reason I could not close out the account or get back into the app because the cash app did not provide any recovery options. I am in discussions with their support team, but I find that theyre very difficult to deal with and I am doing my best to maintain contact with them. Have I reported this to the XXXX Police Department ( Florida ) department I have a case number of XXXX. Police department can be contacted at XXXX. There is a detective working on the account. His name is XXXX XXXX. His number is XXXX. The perpetrators have also penetrated my XXXX XXXX account. I have attached a list of charges and other documentation to review. I was not instructed to download any other applications. The Make and model of my phone is : Make : XXXX XXXX : XXXX XXXX XXXX XXXX : XXXX XXXX I did report to the FTC and was transferred into Consumer Protection Bureau, the police and the I had originally spoke to CASH Employee, XXXX XXXX # XXXX, you might want to speak with him. I am appreciative of the fact that you did get back to me. I hope we can come to a resolution where I can get reimbursed for the purchases made through the CASH App andyou are able to trace this cyber fraud back to the perpetrator and turn them into the authorities.

Company response to consumer: Closed with explanation