Consumer complaint received 2023-08-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: Block, Inc.
State: NJ

Complaint narrative:
XXXXXXXX XXXX XXXX  XXXX # XXXX XXXX XXXX, New Jersey XXXX XX/XX/2023 Claims Dispute Support Supervisor : Cash App XXXX XXXX, XXXX XXXX XXXX, CA XXXX RE : CASH AP ACCOUNT XXXX XXXX, $ XXXX, XXXX XXXX XXXX XXXX ( ZIP CODE ) Claims Dispute Support Supervisor : YOU HAVE DENIED AND REJECTED ALL OF MY DISUTE CLAIMS VIA CHAT AND EMAIL OVER THE LAST TWO MONTHS WITHOUT PROVIDING ANY REASON FOR THE REJECTION. I HAVE NOW FILED A COMPLINT WITH THE FDIC AND IM COPYING YOU IN THE HOPES THAT A SENIOR SUPERVISOR WILL REVISIT ALL OF MY PHONE CALL HISTORY, EMAILS, AND CHAT COMMUNICTIONS TO REVERSE YOUR DECISION I WOULD LIKE TO FILE AN CFPB INVESTIGATION INVOLVING THE THIEF OF MY FEDERALLY PROTECTED DIRECT DEPOSITED PAYCHECK AND A FEDERALLY PROTECTED DIRECT DEPOSITED INCOME TAX REFUND CHECK OUT OF MY CASH AP CHECKING ACCOUNT WHICH OCCURRED DURING THE WEEKEND OF XX/XX/XXXX THROUGH XXXX XXXX. 
PLEASE BE ADVISED 1.. THIS WAS NOT AN ERROR TRANSACTION. IT WAS BLATANT THIEF. I WAS NOT INSTRUCTED TO DOWNLOAD ANYTHING. I DID NOT FORWARD OR PROVIDE ANY ACCOUNT ACCESS TO ANYONE. 
2.CASH AP SEEMS NOT TO WANT TO UNDERSTAND THAT MY XXXX XXXX  XXXX DEVICE WAS LOST/STOLEN IN XXXX NEW JERSEY ONE WEEK PRIOR TO THESE TRANSACTIONS. SOMEONE THEN LOGGED INTO MY CASH APP ACCOUNT WITH ANOTHER DEVICE AND STOLE {$2000.00} FROM MY DIRECT DEPOSIT EMPLOYMENT CHECK. BASED ON MY CASH AP PROFILE, ALL OF MY PROFILE INFORMATION WAS CHANGED TO MY NAME ADDRESS AND EMAIL TO XXXX XXXX OF XXXX XXXX. HE THEN SENT ALL OF MY FUNDS TO $ XXXX. A LISTING OF THESE TRANSACTIONS IS AS FOLLOWS : XX/XX/XXXX transactions $ XXXX {$550.00} XX/XX/XXXX transactions $ XXXX {$200.00} $ XXXX {$500.00} $ XXXX {$990.00} XX/XX/XXXX transactions $ XXXX {$520.00} $ XXXX {$500.00} 3. WHEN I CALLED AND INFORMED CASH AP OF THIS ON XX/XX/XXXX, THEY STILL DID NOTHING TO PROTECT MY ACCOUNT AND ON XX/XX/XXXX MY 2ND DIRECT DEPOSIT WHICH WAS ANOTHER {$1.00} ALL TOTALLING {$3000.00}, WAS STOLEN IN THE SAME MANNER. ALL OF THIS ACTIVITY CAN BE SEEN RIGHT ON MY CASH APP ACTIVITY LOG. 
4. AGAIN THE SEVEN TRANSACTIONS FROM XXXX XXXX TO $ XXXX WERE NOT SENT BY ME NOR WITH MY DEVICE. CASH AP CONTINUES TO SEND ME STATEMENTS SHOWING THESE SENT TRANSACTIONS. I KNOW THEY WERE SENT! THAT IS NOT WHAT IS IN QUESTION! I DID NOT SEND THESE TRANSACTIONS. A THIEF NAMED XXXX XXXX ACCESSED MY ACCOUNT XXXX XXXX AND TOP OPPOSITION ARE OBVIOUSLY WILLFUL PARTICIPATES IN THIS THIEF. AND THE EVIDENCE IS RGHT ON MY CASH AP CHAT WHERE THE THEIF REQUESTED CASH AP TO CHANGE MY PIN, UNLOCK MY ACCOUNT BECAUSE THEY DID NOT HAVE MY SOCIAL SECURITY NUMBER AND CASH AP DID EXCTLY THAT AND ALLOWED MY ACCOUNT TO BE ACCESS RESULTING IN A LOSS OF {$3300.00}. 
I'M A XXXX XXXX  CITIZEN WHO HAS BEEN ROBBED AND CASH APP STAFF IS DOING ABSOLUTELY NOTHING ABOUT IT EXPECT PROVIDING ROBOTIC EMAIL AND CHAT RESPONSES IM REQUESTING CASH APS FDIC INSURANCE COVER THIS LOST AS IT RELATES TO A FEDERALLY PROTECTED DIRECT DEPOSITED PAYCHECK AND A FEDERALLY PROTECTED DIRECT DEPOSITED INCOME TAX REFUND CHECK. 
AGAIN, CASH AP TOTALLY AWARE OF ALL OF THIS AS FOLLOWING THIS INCIDENT THEY DEACTIVATED MY DEBIT CARD, REISSUED ANOTHER CARD, AND REIMBURSED A CHARGE OF {$50.00} THAT THE THIEF MADE DURING THE TIME WHEN THE THIEF HAD ACCOUNT ACCESS. SO WHY CANT THE TOTAL AMOUNT OF {$3300.00} BE REIMBURSED? I WOULD LIKE AN IMMEDIATE REINBURSEMENT OR EXPLANATION. 

THANK YOU XXXX XXXX

Company response to consumer: Closed with explanation