Consumer complaint received 2026-04-16 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: TX

Complaint narrative:
And ending at XXXX my cash app account was hacked and I was using the cash I have to receive donations from all kinds of people due to my mother 's funeral and said that throughout that month. I was receiving donations and my account was hacked somehow by the time I found out I notified cash up support with my identity and all the information to the account was changed far as cash tag email and phone number I I was a lot of temporary amount of time in the account to get in withdrawal the remaining {$2800.00} I did as they asked and I disputed all the unauthorized withdrawals which was a sum of over {$18000.00} something I can't get the exact amount because I did it as they asked and then after I got the remaining balance I tried to access the account again only had so much time though to get the remaining balance at the time I had to use a friends direct deposit to withdraw the XXXX upon trying to gain access to the account after this my account was closed to violation of terms and services their excuse was they assume it was gambling anyhow that's not in any way correct I tried to access the account and then suddenly all the information was changed again the cash tag was not the same email was at the same I was unable to give that verified information due to them not even allowed me any access to the account cuz it was closed for violating their supposed terms anyhow they have refused to allow me to verify my verified account that had the fun stolen with my identity using my social security number or identification driver 's license number or using the address that was originally listed to the account I don't believe I had a banking information connected to the account the fraud or hacker use their personal banking to withdraw my funds for my mother 's funeral that were donated periodically throughout the month and I've tried for the last XXXX XXXX XXXX XXXX XXXX years to get access to this account it is sincerely a problem when they can not get my most important identification credentials tell allow me to access and see if the disputed transactions came back to the account is very inconvenient that my mother had to get cremated instead of buried properly I saw the amount of money to an extent I just checked on each XXXX of the unauthorized withdrawals as they asked I didn't know it was going to be an automatic close my account why did the money come into your account and they absolutely refused any type of help for this situation is significant amount of money and my mom is now cremated but the money was paid to my identity using my social security number and driver 's license number to the IRS and I believe the money is mine and should be returned to me because I disputed it upon the day I found out and they did allow me certain time to withdraw the remaining funds but they have never gave me access and they must have sent the email to the fraudulent or hackers email and all their information they close every account and every method of trying to get ahold of somebody to get access with my identity credentials is impossible with him they refuse any type of help they hang up on me the money was paid to my cash app and it was stolen and there is without a doubt no excuse for cash app to not accept my driver 's license a selfie a personal visit so it was inconvenient to go down to the sheriff 's department to give them what type of information if I can't give them the cash tag that was hacked and took over in my account cuz they changed all the information if cash app tells me they can't even locate the account with my credentials what am I supposed to do this cash app just keep the money that if it did get returned to my account how do we go about this I don't know I've been trying for a long time cash app is absolutely refusing any type of assistance in this situation is very inconvenient I do not know why the hackers got access to my account but the report was made I don't know the original phone number connected or the original email or original cash tag so many years have gone by me trying I believe that cash app is just refusing any help I do believe at the time I did give them the correct information didn't make sense why they originally let me back into my account to get the remaining funds that the same information was not correct the hackers ended up still having access I believe or cash at has kept the money somehow it's the significant amount I can't get the exact amount because it was such a sudden thing they gave me like an hour after disputing all these transactions to withdraw remaining funds or they were permanently be gone that's what cash app support tell me they do have a recorded line my social security number and date of birth and driver 's license number I can give that should be enough to find my verified account that had the funds fraudulently hacked and stole from they even used their personal bank I can't get that information because I followed what cash app told me to do step by step and following their steps ended up costing me everything my social is XXXX my date of birth is XX/XX/XXXX XXXX my driver 's license number is XXXX mailing your address was XXXX XXXX XXXX XXXX XXXX Texas XXXX the type of phone carrier at the time was a XXXX phone that is all I can relate during the time I was overwhelmed at the thought of all this and my mom going through the passing and having to cremator instead of being able to give her a proper burial lots of people donated money to the app I'd appreciate any help I can get my name is ever XXXX XXXX XXXX XXXX IT'S JUST A HEADACHE , WELL GETS ME IS THERE'S NO WAY THE HACKERS HAD MY SOCIAL SECURITY NUMBER AND MY DRIVER 'S LICENSE NUMBER I DON'T KNOW HOW THEY HACKED MY ACCOUNT BUT CASH UPSET IT WAS DEFINITELY HACKED AT THE TIME THANK YOU AND GOOD DAY

Company response to consumer: Closed with explanation