Consumer complaint received 2024-03-29 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: MS

Complaint narrative:
I had my card and my phone come up stolen when I'm logged back on to my account when I got a new phone it had an email saying that I have logged in on a new device was it me I said yes this is me I had to get a new phone cuz my phone was stolen when my car was staying there was account activity on my card that was not mine I filed a claim on it cash app is not clear when you file a claim you can not file more than one claim on there on one thing it gives you a link you show the claim that's on there that you did not make the transaction and then it resend you another card it cancels your card automatically you can not file more than one at once so I had to go back in and do the procedure over and over again to get the claims on there it kept canceling my card and I put a note on there telling the people so whoever investigated it would see that I got a new phone at the same time clearly it said I logged in from a new device I still have the same device now and that's been months ago they disabled me getting another Cash card now they disabled my account when I called them to try to clarify this the guy that I spoke with was real polite and he said yes ma'am I'm going to help you through this he said I understand what's going on he said and we'll fix this well we got disconnected my phone got turned off I just got it turned back on and I called him and they said that they could not speak with me that I had violated some violation and I explained to them what happened and he said he could give me no information I said well who can I talk to them he said I can't give you any information on that and I can't speak with you anymore and he hung up on me I've had this account for years I've never been in no violation I run a small business and I use that account for that the money that goes through that account was used for my business I have to reimburse that to people they're supposed to back that up they refunded me the money for one claim but the rest of them they tried to tell me or fraudulent until I talked with a guy and he said that he would straighten it out he said it's a misunderstanding with the computer and that he would get me another Cash out card like I said we got disconnected and my phone got turned off and I just got it turned back on and now they won't even speak with me release no information or tell me anything completely disabled me and wipe me out I'm out over {$700.00} that I got to refund people because they decided that they didn't want to back it up if my card was stolen and my phone was stolen at the same time and I filed the claims of the same time that I logged in from a different device that sits there and tells them and I'm still logging in on that same device months later that my phone may have been stolen I mean you reimburse me for one transaction but you're going to decline the others because I couldn't file multiple at once you need a better your system to where people can do this and nobody wants to make a claim against them because I figure it's a waste of time and nobody will do anything well I don't know about you but I work very hard for my money and I have to pay these people back I'm not going to let him walk all over me and push me in the cracks and think I won't say nothing that's what's wrong with people today they're too scared to say anything cuz nobody does anything I'll do whatever I have to do but this is wrong to be done like this like I said I know people do commit for all I know what happens everyday but they have my phone number why can't they call me before they do this before they make this decision why can't they contact me other than send me an email with their decision don't I have that right to defend myself to speak up for myself to prove that I'm right I tried to tell you tell them and every message I sent them I was very thorough I explained everything I'm sure that stuff can be pulled up but that guys but what today was very very ugly and would not really see any information and flat out hung up on me is that the way people are going to do business these days when somebody needs to help people like us to make an account for their wrongs

Company response to consumer: Closed with explanation