Consumer complaint received 2026-06-09 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Fraud or scam — 
Company: Block, Inc.
State: WA

Complaint narrative:
I woke up XX/XX/XXXX around XXXX to a couple notifications on my phone. XXXX XXXX stating that my security settings had been changed on my cashapp account. XXXX was my phone number had been unlinked from account. XXXX that an unknown email address had been linked to account. XXXX my email was unlinked from account and that was the last notification I received on my cashapp account now at this point I tried to open my app and was greeted with options to open a new account I started to panic I had over {$1400.00} in savings and {$1700.00} invested in stocks threw this app. So I immediately contacted customer support. Keep in mind all those notifications I got first XXXX came in at XXXX that morning so from XXXX to XXXX these guys had full access to all my information and money. Moving on .. I contacted customer support lady answers wants me to verify over the phone ... I failed she tells me ok XXXX more chance ... I failed again. So I explain to her about my situation and I can hear her arguing with someone else over the phone or there was someone else yelling at her in some foreign language and she quietly comes back on the line and says XXXX XXXX it looks like you've made quite a few transfers into XXXX. I pause for a second and i realize there's something wrong. I've never made a single transaction with Bitcoin on cashapp the entire time I've had it which is XXXX years. So I tell the lady this she replies yes looks like they've transfered all of your savings and liquified all of your stocks, applied for loans and have requested funds from you're debit card that was attached to my account. My XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I was silent for a min and she tells me it definitely looks like you were hacked then she says unfortunately because it was transfered to XXXX there's nothing we can do to get your money back I'm sorry! ... What??? I had over {$3000.00} stolen from cashapp and they drained my bank account that had only {$350.00} XXXX thankfully but this was all I had everything .. GONE.and the lady tells me she's going to transfer me over to the loan department to deal with them and the cycle repeats itself with the first case XXXX # XXXX being opened for investigation and them telling me they'll contact me through email ... first email I got from cashapp XXXX XXXX ... hello my name is will I understand you're having trouble with your account if you could please log out of you're current session and log into the account under concern and contact us through the app we'd love to assist you further.... numerous attempts to log into account failed greeting with the message Access denied or this account had been closed or deleted or this account never existed.... I even opened up several new accounts just to chat with support and as soon as I offer my XXXX XXXX XXXX they tell me they will contact me through email and close the chat... now XXXX kinda frustrated with this whole thing I've been in contact with my bank fraud department XXXX XXXX XXXX my bank card. I've reported to the FTC the BBB and I've been in contact with law enforcement case # XXXX and sent numerous emails with the little information I have which includes the email address of person that broke into account the notifications I received from the begining and offered the transactions from my personal account to verify the funds that were transfered from my account to cashapp and I get an email back from XXXX saying Unfortunately we can not assist you any further because we can not access that account ... Ummm what?? Ok is it even legal to delete an account that is under investigation and wheres the report from investigation? Next email they sent me was We do apologize but we can not assist you any further because we can not access account if you would like to submit legal information to our legal department yada yada yada... ya. what now? At the end of the day I'm left with nothing but a headache and financially broken but today is my birthday so yay for me.. thanks for taking time to read

Company response to consumer: Closed with explanation