Consumer complaint received 2024-05-16 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: CA

Complaint narrative:
Between XXXX and XX/XX/year>, Cash App authorized XXXX fraudulent charges, totalling {$1000.00}, to be paid from my account. There were also XXXX similar transactions that were either declined ( XXXX @ {$870.00} ), canceled ( XXXX @ {$58.00} ), refunded ( XXXX @ {$190.00} ), or NSF ( XXXX @ {$210.00} ). Not one of these transactions were mine. 

On XX/XX/year>, I attempted to pay my monthly XXXX XXXX subscription and was blocked from doing so on Cash App, even after I was asked if I was authorizing this payment. I had to purchase XXXX XXXX XXXX  for {$15.00} and use that to pay it. I was going to call Cash App in the morning to address the problem. Before calling, I checked my Cash App account and found that almost {$700.00} of my money was gone, leaving a little more than a dollar in my account. Checking over the transactions since the previous night, I found that between XXXX XXXX  and XXXX XXXX, there were XXXX transactions for {$2.00} or {$5.00} to XXXX and XXXX amounting to {$680.00}. 

I called Cash App. The rep, after putting me on hold for about XXXX min while he researched it, eventually told me to cancel my card and order another, but there wasn't anything else he could do. I did cancel the card. I called again and this rep told me to file a dispute ( why wasn't I told that ), and that it would be quicker and easier for me to do it through the app. Not true. It took me XXXX min to dispute just XXXX transaction. Another call had the woman telling me the same, but she couldn't help me without the exact date, time, amount, and vendor for each charge. She wouldn't put me through to a supervisor. The final rep I spoke to said none of these things and took about XXXX min to file the dispute for me. 

My claim was dismissed because I had in app authorization for the merchant. '' I was told it was due to my subscription. I called them again and was put through to a supervisor, XXXX ( but spelled differently ). He listened and seemed understanding and sympathetic. Once again my claim was dismissed for the same reason.

I then attempted to file a complaint against Cash App through their portal but was denied, told to file a police report, and virtually hung up on. I also contacted XXXX and they had no information to give me, but told me how to check all of my accounts through XXXX. None of them show any of these charges on my accounts.

Eventually, I decided to file a complaint with the FDIC, and went through my whole Cash App account to verify facts, etc. That's when I found out the extent of these XXXX scam payments. They started in XXXX XXXX XXXX. I hadn't noticed ant discrepancies in my balance, so never had a need to check my transactions. You'll note that most of these charges were declined, or in some cases, refunded immidiately. I don't know why, and no one will tell me. 

At that time, I did in fact, file a complaint against Cash App with the XXXX Police Department, case number XXXX. Again I called Cash App with this new information and was shut down.

Throughout this time, none of my actual purchases were affected, except one. I find it absolutely absurd that the only one of my authorized purchases that Cash App blocked was for my monthly subscription charge to XXXX XXXX, the basis of them dismissing my dispute!

As I said, none of these payments went to any of my accounts. Cash App paid them, so they should have the account info that got the money, as well as XXXX, especially since they refunded some. But then suddenly {$680.00}, in less than an hour and a half, in the middle of the night, was paid out. I also have no history of these types of payments in my Cash App account, or XXXX or XXXX. 

And as I explained to all of the reps I spoke to, my husband died on XX/XX/year>, and some of the money that was taken were donations to pay for my husband 's cremation. I'll be attaching documentation of everything that I've claimed in this complaint, including a spreadsheet I compiled to calculate all of the numbers. Let me reiterate, none of those charges were mine, nor were they authorized by me. And no one had access to my Cash App card, at any time.

Company response to consumer: Closed with explanation