Consumer complaint received 2024-10-05 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc.
State: WA

Complaint narrative:
I am grateful for my bank teller who recently told me about Consumer Finance, as I did not know where to turn after being taken advantage of by Cash App. 

On XX/XX/year> at XXXX, a Cash App payment in the amount of {$2400.00} was sent to me from my sister 's Cash App account. This was not expected, and the amount was very high, so I immediately called my sister. She told me she believed her account was being hacked, and that I should just send the exact same amount back to her via Cash App to reverse the transaction. Only minutes after the first payment at XXXX, a failed attempt to send me {$2400.00} occurred, followed by another failed attempt at XXXX for {$2400.00} and XXXX for {$2400.00}. I did not interact with the Cash App any further and instead immediately sent an explanation of the interactions to Cash App Customer Service. I explained in my correspondence that one transaction came through successfully to my account which I returned. I also communicated the numerous failed attempts by an unknown person or entity within minutes following the initial deposit. The multiple and successive failed attempts within minutes of one another were obvious to me that fraudulent activity was taking place. I also attempted to speak with a Cash App agent on the phone that very hour, but there were no live agents available on the weekend. 

First thing Monday, XX/XX/XXXX, my sister spoke to XXXX XXXX XXXX Customer Service about the Cash App fraudulent activity on XX/XX/XXXX. XXXX immediately launched an investigation. XXXX sent my sister a Resolution Letter on XX/XX/year>, ruling in her favor ( see attached ). After speaking with Cash App and reviewing the evidence, XXXX completed the research regarding the dispute of fraudulent activity and reversed the debit from her XXXX account in the amount of {$2400.00}. 

My sister officially closed her Cash App account on XX/XX/XXXX immediately following the initial fraudulent activity. My own explanation to Cash App Customer Service was also made immediately following the initial fraudulent activity on XX/XX/XXXX. I received a notification that Cash App was reviewing my request to investigate my Cash App account activity. 

On XX/XX/year> at XXXX, Cash App informed me that they did not rule in my favor and pulled {$2400.00} from my XXXX  Checking Account even though XXXX XXXX XXXX ruled in my sister 's favor and returned {$2400.00} to her. Cash App pulled {$2400.00} from my XXXX Checking Account and deposited it into my sister 's Cash App account that had been closed for 1 month at this point in time. I immediately contacted Cash App Customer Service. The rep informed me that the amount that Cash App placed into my sister 's closed account on XX/XX/year> was unfortunately immediately withdrawn by an unknown person in the form of a XXXX transaction even though her Cash App account was closed and inaccessible by my sister. I told the Cash App rep that Cash App had previous knowledge that my sister 's account had been hacked, therefore, they should not have deposited more funds into the same account. The rep advised me to submit an appeal to the decision. The appeal decision reached my e-mail within 10 minutes of me submitting it. I feel that Cash App did not understand or properly investigate my issue. I was then informed by Cash App that my case was closed and that I was no longer going to receive communication from Cash App regarding this matter. I am now out {$2400.00} with no recourse.

Company response to consumer: Closed with explanation