Consumer complaint received 2026-03-05 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: GA

Complaint narrative:
At XXXX XXXX EST XX/XX/year>, I received an incoming phone call from a caller ID of XXXX XXXX XXXX XXXX XXXX. The caller was referred to me by XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and asked for my code word, before informing me that my accounts had been compromised through fraudulent activity. The caller stated that someone by the name of " XXXX XXXX '' in XXXX, Florida was attempting wire transfer. The caller had all of my personal information, to include full name, address, social security number, account numbers. He had me read off my last XXXX transactions on my checking account ending in XXXX which had a total of {$1000.00}, stating the merchant and the exact transaction amount. I was also asked to do the same thing for my Money Market Savings account ending in XXXX XXXX XXXX XXXX which had a total of {$11000.00}. I was not asked about my Membership Share Savings ending in XXXX XXXX XXXX XXXX, however he confirmed the total amount of money that I had present in this account, at {$250.00}. He told me to consolidate all the money into my Checking account. I was informed that my accounts would be under investigation due to the XXXX XXXX XXXX XXXX branches having a money laundering scheme within a XXXX mile radius of my home in XXXX XXXX XXXX XXXX XXXX He stated that the employees inside the XXXX XXXX XXXX location were under investigation, as someone with access to my account information has attempted to transfer money out of my accounts to the individual " XXXX ''. He then told me that my accounts would be closed and a new account would be open. I " could not transfer the money directly to the new account, because it was not possible to have XXXX checking accounts open simultaneously ''. I was told that my current standing accounts listed previously would all be closed down, but due to not being able to have dual accounts, the money needed to be transferred to a seperate account. He told me to log into a FDIC insured account, listing off Cash App or XXXX. He directed me to open Cashapp and transfer the money in increments to my casshapp, a total of XXXX transactions - {$1700.00} ; {$1400.00} ; {$920.00} ; {$420.00} ( attached in photos ). He gave me my new debit card information and asked if i wanted a XXXX or XXXX. I wrote down the new debit card information ( attached in photos ) which I was told was being dispatched to my home overnight. He said that typically it was a {$20.00} fee for a rush-card, however he was going to see if he could get the fee waived for me. During this time, he read off 2 or 3 different card numbers. The first number, CashApp would not accept and instead showed as " failed '' to add ( attached in photos ), and he produced a new number, each time with my personal zip code of XXXX XXXX XXXX XXXX XXXX, which was the one cashapp accepted ending in XXXX XXXX XXXX XXXX .I was told that I would receive provisional credits for completing the " instant '' transfer, which totaled to about {$80.00}. He read me off a policy for provisional credits, as well. The transfer of {$4000.00} was completed to the new card. During the calls with this alleged XXXX impersonator, the call dropped several times and each time the same XXXX number called me back. Additionally, during two of these phone calls, two separate numbers attempted to call me while on the phone with the XXXX impersonator. The first call was received at XXXX XXXX EST XX/XX/year> from XXXX. The caller ID showed up as " XXXX '' ( attached in photos ) The call was incoming for only one ring, ultimately showing up as a " missed call '' on my end, due to me being on the phone with the XXXX impersonator. The second call was made at XXXX XXXX EST XX/XX/year> from XXXX, the caller ID showed up as " XXXX '' ( attached in photos ). I have not received any phone calls from either of these numbers before, nor are they familiar IDs ; After the XXXX impersonator directed me to complete the XXXX transactions, he told me that the remaining money in the account was at risk and that I needed to go to my local branch to withdraw the rest. He told me to take out {$8000.00} and leave the remaining $ XXXX in the account so that the XXXX fraud department would be able to successfully catch the fraudsters in the act of trying to transfer money from my accounts. He directed me to drive to the XXXX XXXX XXXX location in XXXX, GA and request the withdrawal. He directed me to stay on the line with him and that I should put in airpods so that he was able to hear if the bank tellers would be questioning my large withdrawal. I was told that if they were to ask me any questions that I should state my withdrawal was for personal reasons. He informed me that at both the XXXX XXXX and XXXX XXXX XXXX locations were both under investigation for their employees attempting wire transfer, he stated that the employees were not fired yet but assured me that they were under investigation and to not tip off the employees and cause them any alarm. He asked me if I knew my XXXX branch bank tellers, by name and I told him that I only knew them by face. He asked if I knew anyone by the name of " XXXX '', which I did not. After I was told that I needed to withdraw the {$8000.00}, I withdrew the money successfully. I then returned to my car and he told me that the money was fraudulent and needed to be handed over to the FDIC and FBI. At this point, I received a call from a number " XXXX '', a XXXX, KY area code ( attached in photos ) The same XXXX impersonator was on the line and he stated that he was calling from a different department which was the XXXX fraud dept. I told him that it was extremely odd to call from a non-NFCU number and he told me if it made me more comfortable that he would switch to his main XXXX line. He stated that I needed a box to put the money in and gave me a " case number '' ( to XXXX ) write on the box and tape up. He stated that the money 's green serial numbers were duplicated and they would be scanning all of the bills for finger prints to trace them back to the XXXX employees. I was told that if I had the money in my possession that I would be punishable by the court of law for holding fraudulent money involved in money laundering. He told me that each FDIC and FBI agent would be routed to my location to pick up the {$8000.00}. He stated the first time that someone was outside of my home. No one was there. The second time he stated that the agents were 6 minutes away. No one came. At this point I had asked the man on the line for a break because I had been on the phone since XXXX XXXX EST and it was about XXXX XXXX EST. He began rambling reading off policies on provisional credits that would be credited to my account to make sure I had my money in my new accounts. I had to request to take a 5 min break 3-4 times and finally on the 4th time, I sternly said that I needed to stop and that I would stay on the line with him. As I stated before, the calls dropped repeatedly throughout this ordeal and he did not stay on the line and instead hung up abruptly. Each time, he would call me back, but did not this time. I then called XXXX at the same exact number that the man called me from and was connected with XXXX who informed me that this was a scam, she directed me to call the non-emergency line with my local police department and file a case. I called and filed my case with XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX explaining the situation noting that the scammer had assured me this scam was a " local '' scam within the XXXX mile radius of XXXX, with both XXXX XXXX, XXXX XXXX locations being compromised and he also stated another location in XXXX GA also being compromised. I was told that an officer would call me back on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, where I was able to give full details. I am out of {$4000.00} due to this XXXX cashapp scam. Cashapp took no action to the scam.

Company response to consumer: Closed with explanation