5 On Your Side

Accounts hacked? More Cash App customers contact 5 On Your Side

Posted October 21, 2020 12:50 p.m. EDT
Updated October 21, 2020 8:27 p.m. EDT

— After 5 On Your Side’s Monica Laliberte shared one story of money disappearing from cash apps, many others reached out saying it happened to them, too.

Elizabeth Langdon says she "…woke up to a fraud alert from my bank, asking if I had approved a $200 transaction for Cash App."

Langdon replied no, then checked her bank account.

She found $265 was already gone in two transactions.

"So one $100 transaction and then $165 transaction," said Langdon. Both were through Cash App, a mobile payment system by Square.

It happened despite that fact that Landgon says she’d deleted the app from her phone more than a year ago.

"But what I found out is, I didn’t disconnect my bank account from the Cash App account," she said.

Ana Velasquez lost more than $1,000 in 12 overnight Cash App transactions this summer.

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

5 On Your Side helped her get a refund from Cash App.

Since then, nearly 60 people have contacted 5 On Your Side with complaints about Cash App.

Marion Trump says $2,500 disappeared from her Cash App account in September. "I was under the impression it was secure and it’s not," she wrote.

Kameesha Jenkins says she lost $1,134 in five fraudulent withdrawals that happened within minutes.

Ollin Godfrey says someone took $1,000 from his Cash App account in February.

And Sandy Wright says she’s also "a victim … for $400."

5 On Your Side again reached out to Square about the new complaints, asking specifically how fraudulent withdrawals happen, how a customer’s money is accessed and how does Cash App protects customer accounts.

Spokeswoman Mackenzie Ritter replied saying, "Thanks for reaching out, we don’t have anything additional to share at this time."

We also emailed the head of Information security at Cash App, Dino Dai Zovi.

He did not respond.

Langdon took her own steps for protection.

"I re-downloaded the app and had to go into the settings and then deactivate my bank account and my debit card from the account," she said.

She also filed a fraud alert with her bank and got her money bank, but she’s still concerned.

"It makes me nervous to do any sort of electronic transaction," she said.

Before using any peer-to-peer payment service, make sure all available security measures are in place.

Customers say Cash App requires approval for money transfers, but it appears scammers are getting around it.

5 On Your Side also heard from Cash App customers scammed out of money when they unknowingly called a fraudulent customer service number. Monica is still looking into that issue

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