Consumer complaint received 2025-03-13 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc.
State: PA

Complaint narrative:
I was in XXXX XXXX XXXX XXXX  XX/XX/XXXX. That morning somehow some thief ( or thieves ) used my debit card information to extract {$820.00} in cash & fees from a XXXXXXXX XXXX XXXX XXXXXXXX, NY in four successful rapid transactions from XXXX. My card was in my possession and never compromised. No one knew the number or the PIN. The thief first did a balance inquiry and then withdrew {$500.00} + XXXXXXXX XXXX. They next tried for {$480.00} but my card declined ( saying protected for your security ). OK. But then they successfully and rapidly pulled off XXXX XXXX withdrawals plus another XXXX in fees. No protection for my security! They then tried for another XXXX but were declined. They then brazenly tried on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX for another XXXX but were declined because obviously I had taken action the day before. 
The action I took was 15 minutes after the fraud had occurred. It was the first time I opened my phone the morning of the XXXX. I did an immediate online chat with CASHAPP card support ( This is a CASHAPP CASHCARD VISA ISSUED BY XXXXXXXX XXXX  ), declared the card compromised and shut down and filed disputes of all the fraudulent transactions. They asked for documentation and receipts. Which is ludicrous because how do I have a receipt for something I didn't do and furthermore how does someone get money from an ATM without the PHYSICAL CARD? And how do they get the correct PIN? Anyway I provided my airline itinerary of the trip I was on, reflecting that I had flown from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX and was flying the same route back on XXXX XXXX after an overnight stay in XXXX. I also showed a transaction screenshot from the airport on the XXXX. And a picture of me on the beach with the date on it. I mean what kind of supporting documentation do they expect? As you can tell from my tone, they took no time at all in denying the disputes, which they did on Mon. XX/XX/XXXX. I asked for their compiled investigation materials and the pdf they provided was laughable. It was just a list of the fraudulent transactions -- there was no sign at all that they had looked into any of the circumstances. They claimed that I had either performed or authorized all that ATM activity. 
I had a few thoughts on things they could do. I offered to provide cell phone data showing I was nowhere near XXXX when this happened. Did they contact the business that houses thXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ( XXXX ) XXXX? Maybe they have surveillance footage and can compare the pictures from where their ATM is from XXXXXXXX XXXX XXXX XXXX XXXX XXXX  to a picture of me? Can the card issuers explain what method was used to get cash without the physical card? And again, how does someone just guess the PIN? 
Here are the FACTS : I was in a different state which I can prove with airline ticket stubs. And the fact that I bought a sandwich in the airport on my card shows I did follow the itinerary. 
Another fact : I rarely make ATM w/ds and use the account for basic spending, the history is all there. 
Also : The thief tried AGAIN on Sunday XX/XX/XXXX XXXX XXXX at an ATM on XXXX XXXX ( I believe also in XXXX but no further location data was provided by the card issuer. ) Obviously I didn't do that because I had shut down the card. It's all so plainly obviously fraud and they just steamrolled, railroaded and stonewalled me all the way, instead of helping me the way a financial company should treat its customers. I wrote to my Pennsylvania state senator and he suggested reaching out to you all at the CFPB as well as to the XXXX and FTC. So that's what I'm doing. I'd really appreciate you looking into my case. {$820.00} is a lot of money for me. I was on vacation thanks to the kindness of a friend who covered my expenses and he helped me out with some cash so I could make my way home, which wasn't easy without my debit card. There are a lot of cashless things now! So thank you for your time and if you have any advice of next steps I should take, I'm eager to learn them.

Company response to consumer: Closed with explanation