Consumer complaint received 2025-02-13 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: TX

Complaint narrative:
On XX/XX/XXXX of XXXX I was contacted by XXXX support or at least I thought it was XXXX support. It was a text that was sent to my phone saying that my XXXX XXXX card and cash app account was compromised. The text looked authentic. I had no issues responding to the text. It had all the XXXX logos and the proper wording. I XXXX XXXX XXXX back in XX/XX/XXXX and I needed to get into her XXXX for documents that were pertinent to me in order to settle some of her affairs. I was on the phone in XXXX with XXXX support. They helped me get into her XXXX account. I could hear other people in the background when I was on the phone with XXXX support so when I responded to the text, it was sent to me on XX/XX/XXXX and spoke with a gentleman. I could hear people in the background and it sounded exactly like XXXX XXXX. The man was very knowledgeable. He said that my accounts had been compromised and that there were transactions trying to be made through my XXXX account as well as my Cash App account in XXXX. I currently live in XXXX XXXX XXXX. He asked me to download an app called XXXX XXXX which I had no problem doing because XXXX support downloaded an app in order to take control over XXXX XXXX XXXX XXXX computer. It seemed very normal to me. I asked if they needed me to do anything else and that I needed to get on a conference call for work They said no we can access your device and take care of the problem virtually. I downloaded the XXXX XXXX and got on my conference call. I could see that they were entering every single app on my phone. I asked them why they were going into all of my apps. They said to make sure that there was no fraud and that they were clean from potential fraud activity. They worked through my phone for about XXXX minutes. I asked him if they were about done he said yes they just needed a couple more minutes and they would take care of everything after that. The gentleman told me that everything looked good and that they took care of the problem I should have no unauthorized activity on my XXXX account or my Cash App account. This activity took place around XXXX AM central time I responded to their text about XXXX AM central time. Later that evening I went into my online banking with XXXX XXXX XXXX XXXX XXXX to pay an XXXX XXXX. This was around XXXX in the evening when I went into my XXXX XXXX XXXX XXXX XXXX online banking. I noticed that there was several transactions that had taken place Through Cash app my heart sync. I immediately knew that I was scammed money started disappearing out of my checking account very frequently and very quickly that evening I tried to contact Cash App. It was after hours no one was available to speak to the very next morning on XXXX XXXX at XXXX AM sharp. I contacted my bank to let them know what it happened. They immediately connected me with their fraud department. I explained the situation they said that they would investigate and return approximately {$4300.00} back to my account however it being such a large amount it could take up to 10 days about XXXX days later they did deposit that money back into my account. I contacted XXXX XXXX XXXX XXXX XXXX fraud department multiple times to follow up with what their findings were on this fraud they said they were still investigating and communicating with Cash App. It would take some time to finish their investigation. A few weeks later I contacted XXXX XXXX XXXXXXXX XXXX XXXX yet again they said that they had closed the case and that they determined that it was fraud at that point assumed all things were completed and that they did their investigation properly and everything was done. On XX/XX/XXXX I received XXXX different letters in my mailbox from XXXX XXXX XXXX XXXX XXXX when I open the letters they all stated that they were going to reverse the credits of the money that they put into my checking account due to the fact that cash app said that there was no fraud that took place that those transactions were made from my account. They provided no evidence they provided nothing to me other than cash apps statement. I immediately contacted XXXX XXXX XXXX XXXX XXXX XXXX department over the phone. I spoke to a gentleman. He told me that they were unable to retrieve the funds from cash app, and that cash app stated that there was no fraud taken place. I explained to the gentleman at the fraud department. I am the depositor. I have no doubt that those transactions were made from my Cash App account, but they were not made by me and they were not authorized by me. I was a victim of a very terrible scam and I demanded that XXXX XXXX XXXX XXXX reopen the case which they have. Up to this point I spoke with a representative from the fraud department at the bank. She stated to me that cash app is declining refunding the bank the money that was stolen from me as they still say that there was no fraud and that the transactions were authorized. I sent an email to XXXX XXXX XXXX XXXX XXXX fraud department, demanding proof of authorization of the transactions to this point I have had no response from the bank cash app is declining any wrongdoing and they are very difficult to deal with as you have to file a fraud or any kind of complaint through their app I have proof of the times that those transactions took place that I did not make those transactions and I have proof that I downloaded XXXX XXXX right before these transactions took place. I did research on XXXX XXXX and its a app that allows the user to access any type of mobile device computer tablet, etc. I sent all the pertinent evidence over to XXXX XXXX XXXX XXXX XXXX fraud department as I am unable to send that information through the app for Cash app XXXX XXXX XXXX XXXX XXXX has not refunded the money into my account. I believe they have done a poor job with their investigation. My bank account went in the negative since this has happened. I have never had a negative balance in my life with any of my bank accounts. I need help retrieving the money that was stolen from me and Im having no cooperation with Cash App as well as XXXX XXXX XXXX XXXX XXXX.

Company response to consumer: Closed with explanation