Consumer complaint received 2025-06-16 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Block, Inc.
State: CO

Complaint narrative:
On XX/XX/XXXX my friend sent me {$500.00} to my cash app account. I verified I had my correct debit card on the app before I pressed withdraw and accepted the fee for instant withdrawal. As soon as I pressed withdraw I got a text saying card ending in XXXX was added to my account. I do not have a card with those numbers and have never used a card with those numbers. And just like that my money disappeared and went somewhere else but not to me. When I looked at my payment cards that card was now on there and mine was no longer there. It said it is a usbank visa. I called the cash app customer support instantly and spoke with a representative that explained the situation to in its entirety. She had me change my account pin, remove that card from my account and ensure Face ID is on my account. I did all of those things. She submitted a ticket to their team to investigate my situation. My friend felt bad for me and sent another {$250.00} to my cash app account. I added my debit card back on which is for usbank and not the card number I mentioned earlier. It would not let me add my ent card so I used that one. And it happened again. I have all of the text messages to show the account changes. I called customer support again and they submitted another ticket and told me within 10 days I would hear back. I waited days for a response. Got an email from a supervisor saying they cant see my account but the proper team would email me soon. Got an email in the next few days and they stated that they found I had withdrawn the funds or allowed someone I know to do so and they were not going to do anything further. I requested the documentation and all of the card information for the fraudulent card that was added to my account and took my money. They emailed me a screenshot of the transaction with the card last 4 that was used and thats the end of their help with the matter and closed my case. I have called again and requested to speak with a supervisor and they told me there is no one I can speak with that they only use email. Those are the emails I have saved in my inbox. I had a chat conversation with a representative on the evening of XX/XX/XXXX. I shared again the situation and they said their team would reach out. Yesterday XX/XX/XXXX o received another email saying they are closing my case. I have asked them to investigate the transactions and the card being switched and my funds being stolen due to fraud with their company. I also shared that someone has tried to take {$750.00} from my bank account on XX/XX/XXXX to send to my cash app card which I dont have. Using the debit card I had put on the account to receive my funds. I had already cancelled that debit card due to the fraud. Cash app basically has told me they are not going to do anything to get this resolved and no matter how many times I dispute their lack of effort or fixing this fraud they wont do anything. I am tired of emailing them, calling them, and chatting with support to only be told they arent going to do anything. I filed a police report, filed a complaint with a the ftc and Im filing this here hoping to get this resolved and my money returned. Cash app has failed to keep my account secure and done nothing to prevent fraud on accounts. They claimed 26 bit encryption when I added my card and my card info was stolen and tried to hack my bank account. They refuse to do anything about this after all I have done to try to get my money back. It has been 8 days of emails, calls, chats and to no avail. I just need this fixed and my money returned.

Company response to consumer: Closed with explanation