Consumer complaint received 2024-09-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Block, Inc.
State: PA

Complaint narrative:
On XX/XX/XXXX cash app sent me an email at XXXX saying my email was unlinked. I did not know that someone got into my account. From New York an hour or 2 earlier and was not notified that someone unlinked my email and my phone number and put their email in phone number. In my cash account period they withdrew {$99.00} at the time totaling {$2700.00}. I immediately once I got the email. Contact the Cash App with no help. No resolve contact the Cash App support. But I had to do it on XXXX and make a call. Because I wasn't able to get back into my account period I have several complaint numbers from various cash at representative. XXXX or XXXX  XX/XX/XXXX I spoke to several representatives. Who said that my Cash App was locked and they were working on the issue. And ask us to speak to a manager in which I spoke too. She assured me that there was a log on my account. And she got me into my Cash App. Finally, when we did, the security measures require me to take a picture of my photo. I. D. A picture of my face.Verify my social security nuthere were different.Emails and phone numbers and XXXX devices that were not mine from new york . We try successfully XXXX XXXX remove the email and the phone numbers and the devices, but it could not be accomplished. And the manager said that she would make a complaint as to why. I could not remove these emails and addresses and devices off of my account and promised to get back to me in 24 hours, which she never did. Period it is now XXXX  and I asked to speak to another manager several times through Cash App support and also calling the Cash App support number.And we finally got into the accon saturday XXXX XXXX and we discover That XXXX additional people we're able to get into my account even with the security lock and freeze and steal additional money while cash app didn't allow me to recover my account. I asked the question if Cash app locked and froze my account due to the hacker theft, how did XXXX additional thieves get into my account when it was supposed to be locked and no one reached out to me. I was told by the manager that she advise I go take a on fraud and I was appalled. At this point they are spinning me around in circles, no one has contacted me about the XXXX other additional people allowed to steal money after the security lock on XX/XX/year>, and XXXX. These people were allowed to usurp the security features I was put through. Please help. XXXX XXXX XXXX XXXX I can't pay my rent or utility bills or have carfare to get my daughter to school and XXXX phone bill and internet is due tomorrow so I probably won't have access to call cash app for the 12th time. Please help. These people are not going to help me. They are angry and don't want to deal with me. I have screenshots and dates and cash app records their calls. I've been told opposing information so many times and the representatives basically hang up on me when I try to get the information

Company response to consumer: Closed with explanation