Checking or savings account -- Managing an account -- Complaint #5084725
Complaint Overview
Complaint ID: 5084725
Company: Block, INC.
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Problem using a debit or ATM card
State: Oregon
ZIP Code: 97267
Date Received: 2022-01-07T12:00:00-05:00
Date Sent to Company: 2022-01-07T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
In the early morning hours of XX/XX/2021, someone broke into my car by smashing out a window and stole a bunch of my things including my wallet which they found under my seat. Inside my wallet was my debit card, issued by Cash app through XXXX Bank. Between the hours of XXXX XXXX XXXX am that morning, my debit card was used to make a bunch of unauthorized transactions at multiple different retailers ( see supporting documentation for details regarding the transactions made ). I was asleep at the time, and my phone was turned off, but when I woke up at approximately XXXX that morning, I turned my phone on and received multiple text messages from cash app regarding the transactions. I immediately reported my card as stolen and marked all the transactions made as unauthorized. I was not able to contact Cash app support over the phone, but was able to contact them via they're in app support channel, as I was instructed to do when calling their support number. They let me know that they would be investigating the transactions and would contact me over email with the results. Eventually I received an email from cash app support that informed me they had concluded their investigation and decided the transactions made were actually authorized transactions and were made using my pin number. However, this is totally untrue! My card was stolen, and definitely was not the one using it at the register. Nor have I ever shared my pin number with anyone, and it definitely wasn't in my wallet or written on my card, so there is absolutely no way the thief would have known it. Furthermore, all the unauthorized transactions had not been immediately debited from my account, and were initially marked as pending transactions, meaning that they were not in fact debit card transactions requiring my pin, as cash app claimed, but would have been made at the terminal by electing to run the card as credit rather than debit. When I pointed this out to cash app, and sent them statements made in their own terms of service regarding the use of my card, I received no real response from anyone. In fact my last message to them went completely ignored.
Frequently Asked Questions
What is Complaint #5084725 about?
Complaint #5084725 was filed against Block, INC. regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2022-01-07T12:00:00-05:00.
How did Block, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against Block, INC.?
Yes, visit the Block, INC. company profile at readthecomplaint.com/company/block-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.