5 On Your Side

5 On Your Side: $1,000 gone from customer's Cash App

Posted September 22, 2020 5:47 p.m. EDT
Updated September 22, 2020 6:22 p.m. EDT

— In the middle of the night, $1,033 disappeared from Ana Velasquez's Cash App account.

Emails alerted Ana Velasquez of the 12 withdrawals of varying amounts.

"When I woke up in the morning, I saw a notification, it said I made a payment to this, I made a payment to this and that," she said.

"My blood just drained, like, what happened," said Velasquez.

She disabled her account, but says requests in all amounts kept coming, the smallest of which was for 39 cents.

"I guess they tried to see if there’s anything in there," said Velasquez. She contacted the company's support team, which sent an email saying it would take at least 60 days to resolve the issue.

So she contacted 5 On Your Side’s Monica Laliberte, who reached out to the tech company.

They looked into her case and within a week, refunded the entire $1,033.

5 On Your Side asked Cash App what happened, how was her money accessed, and how does the company protect customer accounts?

Despite our repeated requests, the spokeswoman didn’t answer 5 On Your Side's questions.

She did send this statement about phishing scams:

"We are always working to protect our customers, which includes educating them about phishing scams. As a reminder, the Cash App team will never ask customers to send them money, nor will they solicit a customer’s PIN or sign-in code outside of the app. If you believe you have fallen victim to a scam, you should contact Cash App support through the app or website immediately. For more information on common online scams, please visit https://cash.app/help/us/en-us/6482-recognize-scams."

Velasquez wants answers too, since she says she had security measures in place.

"If somebody requests the money, then I’ll go in and approve it," she said. "And I put in a pin number. And this was not done with the pin number."

She’s no longer using CashApp but is relieved and grateful to have her money back..

5 On Your Side says if you have a concern with any payment system, make sure you reach out through the app or a verified customer service email or phone number.

They’ve heard from multiple customers who Googled numbers for Cash App and ended up calling scammers who tried to take advantage, so be careful when reaching out for help.

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