Consumer complaint received 2024-07-02 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:
XXXX Case # XXXX I was involved in a fraud occurrence on XX/XX/year> at XXXX XXXX That evening I called the XXXX XXXX , for assistance in getting my XXXX feed working, the agent remoted into my phone ( using XXXXXXXX XXXX app ) to fix the problem with system access. She then entered my phone system and removed money from several accounts. I saw neither a request for a 6-character authentication code or for a 4-character pin #, I did see a XXXX  transaction flash on my phone then I realized there was a problem. I hung up checked my accounts and immediately called XXXX and the accounts I could see were involved. Some of the calls and visits had to be completed on the following Monday due to the weekend. 
Cash App was one of the companies defrauded ( see attached ). When I called them, the CashApp agent posted a list of information that I had to supply. I was on the phone and the list was so long it filled more than a screen before I started completing it. It would have taken at least 15 20 minutes to complete. It would have been good if I could have cut and pasted the information into the form or if Cash App had emailed the list, but that was not an option. The agent was not willing to wait and took a verbal report and said he would investigate and contact me in a few days. 
On XX/XX/year> I saw the fraudulent transactions on my account and called CashApp, to verify that they saw them and told them the number I dialed for XXXX XXXX. They said they were reviewing the case and had all the information they needed. I would receive a response when the investigation was complete. 
On XX/XX/year> I received notice that my claim had been denied ( see attached ). They said that I authorized the transaction ( s ) there were 2. The 1st withdrew {$400.00} from my Cash App account to purchase XXXX  ; the 2nd used the XXXX  to purchase lawn service ( a copy of the transactions is attached ). Why would I buy XXXX  to pay for lawncare would have been easier, faster, and more accurate to pay cash for the service. I did not make or authorize the transactions. Didnt know they were being made called Cash App immediately when I saw the transaction. Will Conversations with Cash App following denial of claim. 
1st call dropped before account information was completed Whats your problem, whats your phone #? Then, - Click ( hang up ). 
2nd call to XXXX ( Responses to my concerns from Cash App are below ) Case is closed can not be reopened investigation ended. They will send email about their investigation that I can forward to police the XXXX XXXX police only make a report to agencies and they dont follow-up on information from Vendors. Cash App doesnt want police report number or information they dont contact the authorities but the authorities can contact them. 
I asked Cash App for assistance with the XXXX  processes, they stated that they did not get involved with XXXX  transactions no assistance. My final request, Cash App CSAs can not lower the {$15000.00} credit limit on my account dont know process or whom to contact. 
This is case # XXXX I can open a new claim. 
3rd call On XX/XX/year>, I received Cash Apps proof that the fraud was authorized ( see attached ). They sent the 2nd part of the transaction ( see attached ) where the stolen {$400.00} was used to purchase lawn service. For the last 3 years, I pay {$65.00} every 2 weeks for lawn service ; except one week when I purchase pine straw and thats around {$300.00} in Georgia, where my home and lawn service is. 
CashApp will not open a new claim, because you cant give us any information that we do not have already ( per the CSA ). The {$400.00} taken from me at Cash App was from my personal account on their site no loss to them or the insurance. They stated that the transactions were authorized by me. Even though I have never made a XXXX  purchase. I also believe there are tax ramifications for the XXXX  transactions, I will have to pay an accountant to handle the transactions which are not mine. If the Cash App CSAs have reviewed my accounts they would have seen that I had never made a XXXX  purchase, that I do have a lawn service in Georgia ( have the same company for 3 years ) and I have never paid {$400.00} for lawncare ( usually {$65.00} every 2 weeks ). The person who made the charges obviously had a XXXX account ( or created one ) with Cash App. She pulled {$400.00} from my account and purchased the XXXX then transferred it to the lawn service account. This was fraud that Cash App allowed to take place on their site. Did they do anything to stop it or to find the source of the theft? They may have even been able to retrieve my {$400.00} if not, they let me and other persons be swindled. Did Cash App report any of the information I gave them to the authorities? I do know that 2 weeks later the person was still using the XXXX XXXX ID to swindle customers. per XXXX. I called XXXX and reported it again I would like Cash App to return the {$400.00} that they authorized through fraudulent transactions. The authorities have verified that it is fraud and the other thefts have been resolved. Does Cash App know anything about the company XXXX XXXXXXXX ( the company for whom they opened an account and sent money )? Did Cash App try to find information on the company or are the thieves continuing to use the account for fraudulent transactions? Does $ XXXX have information about the lawn service I received in XXXX, GA? I also want the {$15000.00} credit limit on my Cash App account lowered to {$1000.00} and I do not want any permanent connections between Cash App and my bank account or other financial accounts. Unfortunately, I have vendors who only use Cash App for transactions, so I can not permanently drop them. 
Please assist me in getting my account refunded from Cash App. I understand that fraud is rampant and maybe difficult to control. My findings on the subject is thee are few to companies that attempt to stop fraud. Their main goal is to not reimburse customers for losses. If they took some time, gathered and reviewed information from their customers they may be able to stop some of the thefts. They even make it hard to file a report on your incident sending a list to a phone page that cant be easily updated is nuts. The goal is to handle the issue fast and send the customer a canned denial with safety suggestions that you already are following or dont refer to the particular incident. Why not ban apps like XXXX or have better control over them? The customers need help. 
I have used Cash App for over 3 years and online banking for over 30 years. This is the 1st time I have seen frauudulent activity on any of my accounts. 

Documents enclosed :

Company response to consumer: Closed with explanation