Consumer complaint received 2026-04-01 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: MS

Complaint narrative:
On XX/XX/year>, I received a call from a person that said he was from fraud prevention with XXXX. By me being out of town and it was my bank, I answered to see what the issue was. The person began asking me about purchases I had made to make the call sound valid. He had my personal banking information. He asked me about my user name and I told him that that was not correct, but he still proceeded to try to discuss transactions with me. I interrupted him and told him to let me call customer service to see something and call me back. I called XXXX customer service and discussed this issue with the representative. She hot washed my card and closed it out, but I received a text message that said my password had been changed. I told the representative about it and she assisted me with trying to get back in my account because I was locked out. He asked me about a purchase and cashapp before I hung up, but I told him that I did not make a purchase or send any funds. This was before I called customer service. I forgot to add this part. My bank card was linked to my cashapp account and he withdrew {$700.00} from my bank account, replaced it with another card ending in XXXX and proceeded to take the funds. I contacted cashapp when I became aware of the scam and what had happened. I filed a complaint/dispute immediately after to let them know what happened. That Monday, I went to XXXX to file a complaint as well but they told me to wait until the item posted before I could file a dispute. CashApp told me they would investigate and it would be 10 days. I waited, but in the process of me waiting, I filed a dispute with my bank once those charges posted and filed a police report. My bank said that because it was third party, CashApp would have to resolve this. I received correspondence from CashApp saying that they denied my dispute because I authorized the payment. I filed my dispute again and sent in information from my police report, text messages from the scammer, and I also filed a complaint with the bank that he used to put the funds on the card with. I waited for a decision and I called to check on the status. They again told me that I authorized a payment that I did not. I asked them how did they come up with that decision and what type of investigation was done because how can they say I authorized something I did not. From what CashApp said, the card used is attached to Lead Bank which is in XXXX XXXX, XXXX. I live in XXXX and I have no affiliations with this bank. There is no record of me ever using this bank. Also, during the time I have been using Cashapp, I have never made a withdrawal and sent money to myself or anyone else. This has not only cause me to fall behind on my bills, but this is causing mental stress to me. I am being treated like the criminal when I am the XXXX. I have done all I could to resolve this matter and to be told that I authorized something I did not do more than once is cruel, unethical, and unfair. I am asking that this matter be addressed and I will provide whatever information is needed. I desperately need some assistance with this.

Company response to consumer: Closed with explanation