Consumer complaint received 2025-08-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: Block, Inc.
State: FL

Complaint narrative:
I have an account with Cash App. On XX/XX/2024 while on vacation in XXXX XXXX  I had my wallet my cell phone and my tablet stolen at approximately XXXX p.m. I did not notify cash app until the morning because I did not know that I have had my wallet cell phone and tablet stolen until the morning. As I was unloading my vehicle to get to my hotel I had set the XXXX items on the rail of my truck and forgot about them until the next morning. I did call Cash app the next morning and report my card and and my XXXX electronic devices have been stolen. At the time I did have my laptop and I checked my laptop and saw that there was fraud already happening in my cash app account. I told the cash app folks that the fraud started with a transaction on XX/XX/XXXX with the description of XXXX XXXX cash app payment at somewhere around XXXX to XXXX on that evening. That transaction was somehow canceled and the next fraud transaction was Cash app loan drawdown in the amount of {$120.00} again on XX/XX/2024 sometime around XXXX to XXXX midnight. Any other transactions on this account up to and including today are all fraud I have not used my cash app account since then since then. 
There were approximately XXXX instances of fraud by the thieves to completely drain my account ( XXXX ). I had a savings account will approximately XXXX XXXX  {$700.00} in it. I also had a stock investment account account that had somewhere around $ XXXX XXXX  XXXX in it. 
I have corresponded with cash app several times over the past XXXX  months to try to submit a claim and resolve the fraud that was committed against me in this theft. The cash app folks told me that all of the transactions from XX/XX/XXXX appear to be normal and that they could detect no fraud at all because of the normalcy of the transactions. I did inform cash app after this correspondence from them that the transactions were normal that they certainly were not normal previously and over the past XXXX years I would not make more than XXXX or XXXX transactions in XXXX month in this month there have been over XXXX transactions all of them used to drain every XXXX I had out of cash app. 
I most certainly was a victim of fraud buy some very very talented thief or thieves. I did not share my passwords with anyone nor had I ever. My passwords were not written down anywhere. I live alone so no one had access to my passwords or my cards and equipment but me. 
There were more than XXXX occasion in the XXXX  XXXX or so days after the theft when I would call Cash app and tell them that I could see people stealing money out of my account as I was talking to them. 
The cash app folks did nothing to help me or prevent further fraud. Within minutes these thieves had taken my account, changed the username and the password, and even changed the address, they kept my name but changed the address on the account. I have the face sheet for the XX/XX/2024 statement that shows such. 
I lost a few XXXX dollars at the hands of this thief or thieves and cash app did nothing to help me avoid the loss.

Company response to consumer: Closed with explanation