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Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 6 of 40 PageID #: 194
,11 T-Mobllo LTE 11,32 AM
IIM.. _.
( All lnboxes Suspicious Transaction
Hello Deedee,
To file a Cash Card dispute, we need to gather
the required additional information.
A failure to provide this information in its
entirety may affect the outcome of your claim.
• Merchant/Recipient Name:
• Transaction Date:
• Transaction Amount:
• Dispute Reason:
1. Services Not Provided / Merchandise
Not Received
2. Cancelled Recurring Payment
3. Fraud / No Knowledge
4. Duplicate Transaction
5. Incorrect Transaction Amount (attach
receipt)
6. Merchant Credit Not Received
(attach receipt)
7. Paid by Other Means (attach receipt)
• Dates you contacted the Merchant/
Recipient:
• Merchant/Recipients' response and
resolution:
El r1
Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 7 of 40 PageID #: 195
,11 T•Mobtl@ LTE 11:32 AM
IIMM.1-
All lnboxes Suspicious Transaction
• Contact Method (email, phone number, or
social media):
Once you provide the required information in its
entirety, we can open a dispute claim.
If the transaction was unauthoriied, please
order a new Cash card to prevent further
transactions:
1. Tap the Cash Card tab on your Cash App
home screen
2. Tap the image of your Cash Card
3. Tap Report Card Lost or Stolen
4. Tap Card Stolen
5. Confirm your mailing address and tap Next
6. Enter your PIN to confirm and follow the
prompts to complete your order
tr the transaction in question was an authorized
peer-to-peer payment, we are unable to file a
dispute or refund the payment. You will need to
resolve this issue with the recipient directly.
Cash App Support
ref:_00DE0Y7ru~5004W1UqnKe:ref
El
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Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 8 of 40 PageID #: 196
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,II T•MobUo LTE 11:32 AM
9Messagos
( All lnboxes Suspicious Transaction
Hi Cherryann,
My name is Ella with the Cash Support team. I
apologize for our delay in getting back to you, I
understand that seeing a payment in your
account that you don't recognize could be a
frustrating situation and I want to help you the
best way I can.
I thank you for the information you already sent
us, but before we can investigate this
unauthorized payment, please provide the
following details within the next 7 business
days. This will help us determine the best
course of action.
1. How many devices have you used to
access your Cash App?
o Provide the make and model of each
device:
2. Respond yes or nouIf you had the
following security features enabled on
your mobile device or Cash App at the
time of the transaction:
Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 9 of 40 PageID #: 197
,t i T•Mobll• LTE 11:33 AM
91,1.._
( All lnboicesSuspicious Transaction
o Passcode or Touch ID to authorize
Cash payments:
o Push Notifications for Cash App
payments:
o An enabled security lock such as a
passcode or Touch ID:
3. Does anyone other than you have access
to your device?
o Have you contacted them about
these transactions?
4. For each unauthorized transaction,
provide:
• Date:
• Payment amount:
• Recipient name or SCashtag:
We will review your claim as soon as we receive
thisinformation.
Thank you for your help! In the meantime, feel
free to contact me if any other questions or
concerns come up. I want to make sure we get
everything taken care of.
El
Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 10 of 40 PageID #: 198
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$custom60 Scammed me out of $3,000 on
Friday July 3,2020 in the evening. This was
fraud and I want my money back to me. I had no
knowledge. This is one of his 7 illegal
transactions. He took $1,400, $720, $240
twice, $120 three times all back to back.
ref:_OODEOY7ru._5004W1UqnKe:ref
Hi Cherryann,
This is Ella with Cash Support again, thank you
for your reply.
I'm sorry to tell you that Cash App Is unable to
cancel or refund this payment. Please resolve
this issue with the recipient directly.
Before sending a payment, we recommend that
you:
• Only send funds to peopleyou know
• Verify the recipient's name before sending
funds
• Double-check the spelling of $Cashtags
• Double-check the recipient's phone
number
I would really like to further assist you with this
claim. However, no more information can be
advanced. If anything else comes up, please
don't hesitate to reach back to us.
Warm regards,
..
Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 11 of 40 PageID #: 199
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IRUPUHVSRQVHUHDGDVIROORZV















,11 T-Mobd@ LTE 11:34 AM
g-go•
( All lnboxes Suspicious Transaction
We compared the transaction you brought to
our attention with your account history. We
determined that we received the transaction in
question from a known device. This device had
accessed your Cash App account prior to this
event.
Based on this information, we do not have
enough evidence to determine the activity was
unauthorized and have denied your claim. This
concludes our investigation into this claim.
We recommend speaking with anyone who had
access to your device at the time of the
transaction. If your phone was lost/stolen
during the time of the transaction and you wish
to file a police report, Square will cooperate in
their investigation.
You can also share the following contact
information below with law enforcement if you
choose to file a repert:
Square, Inc.
Attn: Compliance Department
E) r6
Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 12 of 40 PageID #: 200
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On Dec 8, 2020, at 10:49 AM, Cash Support emailsupport@cash.app wrote:
Hi Flor,
This is Luis from Cash App Support here. Thanks for reaching out I
understand your concern about getting the money back. I know how
important this is to you, allow me to shed some light on this.
Before we can investigate this unauthorized payment please provide the
following information for each transaction in question. Without answers to
each question, we will be unable to investigate further.
1. Date:
2. Payment amount
3. Recipient name or $Cashtag:
4. Reason you are disputing the transaction:
In addition, to help us irwestigate your daim, please provide the following
information:
Provide the make and model of each device used to access your Cash App.
I hope this information is useful to you, Ifyou have any further questions, feel
free to reach out to me directly. I'm here if you need me.
Kind regards,
Luis
Cash App Support.
Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 14 of 40 PageID #: 202
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Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 15 of 40 PageID #: 203
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Hello Flor.
Robert here with the Cash App Support team. thanks for reaching out! I understand you
are inquiring about this money taken from your account without your authorization. I
know this is really important to you. so I'll be more than glad to assist you with this
request.
To begin our investigation. you'll need to provide complete answers to all of the following
questions.We cannot begin an investigation without all of the following information:
1. What is your legal name and email address and/or phone number linked to the account
associated with the 'unauthorized' activity?
2. What is the date/time and amounts for the transactions that you believe are in error
and why do you believe they were unauthorized?
3. Were you instructed to download any other apps other than Cash App to access the
account in question?
4. What is the make and model of the device(s) you were logged into when the
transactions took place?
5. Which city  state were you located in when the unauthorized transactions took place?
6. Did you forward or provide any account access information to a third party?
We will review your account as soon as we receive this information.
Cash App Supportdoes not have a phone number to call at this time. We will never ask
you to provide your PIN, send a payment. add funds to your balance, make a purchase. or
complete a test transaction of any kind.
In the meantime, ifyou have any questions or concerns, please feel free to reach me back
out I'll be happyto help you.
Kind Regards,
Robert F.
Cash App Support
ref:_00OSw7BcER._5005w1gSiuu:ref
Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 16 of 40 PageID #: 204
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From: Flor Alonzo
Date: 12/10/2020
To: Cash Support emailsupport@cash.app
Subject: Re: Download Transaction History [ ref:_00DSw7BcER._5005w1 gSiuu:ref]
Hello JJ,
Yes, please I really need your help this happened on Saturday December 5, 2020. Please
give me a call at• • • • • I will also need you to send an account activity history
from cash app account from the day and on from December 5, 2020 so That I can show all
the people that attempted to make illegal withdrawals from my Cash APP and Cash APP
card, i really need this report immediately since it also shows they attempted to use
through My CASH APP account my Citibank card in which they had tried to withdraw of
different amounts some were on hold and others didn't. If it is difficult for you to call me
back please send me the steps i can take on my CASH APP prompts and I will submit my
request to speak to one of your CASH APP representatives.
Please help this is the holidays and i'm counting on my funds in order to pay rent and not
go homeless with my children.
Best,
Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 17 of 40 PageID #: 205
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Hi Flor,
We closed your case because it's been more than 3 days since we've heard from you.
Please reach out if you still have questions. Here's how:
1. Tap the profile icon on your Cash App home screen
2. Tap Support
3. Tap Something Else
4. Navigate to the category that best fits the issue
5. Tap Contact Support
For reference, your case # is: 04706856
Thank you,
Cash App Support
ref:_00DSw7BeER._5005w1g5U2h:ref
Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 18 of 40 PageID #: 206
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Hello Robin.
Allister here again, thanks so much for reaching back out to Cash App Suppo11. I really
appreciate yotu·patience and apologize for my delayed response.
We did not receiYe complete answers for each question. Without these answers. we cannot file
your claim.
To begin our in,·estigation. you'll need to proYide a complete answer to each of the following
questions:
I . What is yom legal name and email address and/or phone number linked to the account
associated with the 'unauthorized' acti,·ity?
2. What is the date/time and arnotmts for the transactions that you believe are in e1rnr. and
why do you belie,·e they were tmautho1ized?
3. Were you instn1cted to dOmload any other apps other than Cash App to access the
account in question?
4. What is the make and model ofthe de,·ice(s) you were logged into when the transactions
took place?
5. Which city  state were you in when the transactions took place?
6. Did you fon1
vard or provide any account access i.ufonnatiou to a third pruty?
We will re,·iew yolll' account as soon as we recei,·e this i.nfom1ation.
Cash App Suppo11 does not ha,·e a phone number to call at this ti.me. We ·will neYer ask you to
provide yolll' PIN. send a payment. add fimds to yolll' balance. make a plll'chase. or complete a
test u-ansaction ofany kind.
Thanks again for reachi.ug out to Cash App Support. Robin. Feel free to reach out anytime.
We're always happy to assist.
Wrumest regru·ds.
Allister
Cash App Supportld
ref:_00D5w7BcER._5005wld4lte:ref
Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 20 of 40 PageID #: 208
From:
To:
ubje.ct: RE: _OODSw78cER._!i005w
Date~ lbi,,,mbat' 0 1 :5~08 PM
1. Robin A Oemen
Cell:
1/05/2020-1 :38:55
04.00 FRO DIRECT EXPRES to A HAPP ~ RH110VED
11105 _020 1.00
TiiI PAYMENT  ENT TO THOMA L
11105 _020- 1.00
IBIS PAYMENT W ENT TO REBE CA OOK
11/05/_0_0- 1:00
ENT TO PARTRI A BOGART
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ENT TO PARTRI • BOGART
11105 _o_o- 9s.oo
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11/05 0 0- 10 .00
ENT TO PATRICIA BOGARD
11/05 _020- 101.00
SENTTOP..t.RTRI BOGART
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1/05 0_0- 99.00
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ENT TO PAR.TRI A BOGART
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Toe mane •was olen I called cashapp to help ~ rith m card he e me up ~ ith a ne,; ·cashapp
card number I realized I VI scammed after I fo d 10 unk:no :n ap connected to m
casbapp one Vas an app called APPDESK. and the second one was an ACCO 807. I did
some research APPDESK. is an app ed to eaJ from people's accounts fhe AC CUNT 807
had a. Lo o that r embled a Barne ofAmerica logo which I belie ;e aS part of the I
also had m DIRECT EXPRE CARD LINKED. IBAT I HO IBEY STOLE THE
04.00 FRO THAT A O _ .
ALL TIIE PARTRIC. BOGART . I REQUE TED. REFUND AND DID A
Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 21 of 40 PageID #: 209
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REQUE I o erefore im were not there or tbe peop e that ole m mone did so ethin .
The information abo ·e is ·ha o in cashapp ac i ·tie . I did not authorize an o e to o
into m acco . I am elderl and disable.
3. I belie re so APPDESK..
4. ...............,,.u G OTElo+
. L IA A ETT 0190_
6. YE DIRECT EXPRE ARD. Lil-dCED tba . ho · the 504.00 'Ii ·as olen.
I HAVE FILED A POLICE REPORT I BELIEVE BEC. SE I AM DISABLED P-2.
ELDERLY IT LARC~Y. THEFBilli CRIMEDEPARThtf'E)lTTHATt FOR
DI ABLED ELDERL PEOPLE. I FILED A REPORT ~ TIIE FBI AL 0 .
I ALSO REPORTED THE C. RAPP CARD VHICH 0~ TO TO
C HAPP. PORT THEY G. VE ME A~ AC Ollir ER.
I'VE BEEN 'ITHO FOOD ALL.. ARE A.BOUT TO BE
DI CO IBCTED C T PAY RE-IT. PLEASE HELP RETRIEVE 1·00 BAC
ORR I DID THE FIRST QUE TIONNAIRE
~ ORREC1L .
MY INCERE Ill~
ROBIN CLEMENT
From: Cas Supper email upport@c .app
Da e: 12/ 16/ 20 11:0 A (G -OS: 0)
is i g Payme [ re :_ ODSw7BcER._ 00 w1d I e:re )
Hello,
e a actio (s) you broug o our at e ion i your accou is ory. We
e ransac ion i questio was se t from a k own d Yice. Thi de ice ace sed your
Ca App accou t prior to t i eve
Based o ave e oug evide ce ode ermi e ac Iv1y was
u au oriLed and as a resul we ave de i your claim. i co eludes our inv tiga io i o his
claim.
Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 22 of 40 PageID #: 210
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Hi there,
This is Alex from Cash App Support. Thanks for reaching out. I understand you are concerned about
canceling a payment, so let me go ahead and provide you more details about it. I'm always happy to
help.
After taking a look at your Cash App account I noticed that the payment is completed.
Before we can investigate this unauthorized payment, please provide the following details within the
next 7 business days. This will help us determine the best course of action.
1. How many devices have you used to access your Cash App?
- Provide the make and model of each device:
2. Respond yes or no if you had the following security features enabled on your mobile device or
Cash App at the time of the transaction:
- Passcode or Touch ID to authorize Cash payments:
- Push Notifications for Cash App payments:
- An enabled security lock such as a passcode or Touch ID:
3. Does anyone other than you have access to your device?
- Have you contacted them about these transactions?
4. For each unauthorized transaction, provide:
- Date:
- Payment amount:
- Recipient name or $Cashtag:
We will review your claim as soon as we receive this information.
If you have any further questions, feel free to reach out to me directly. Your satisfaction means
everything to us!
Kind regards,
Alex
Cash App Support
ref_OODSw7 BcER._S00Sw1eSQDj:ref
Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 24 of 40 PageID #: 212
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From: Cash Support emailsupport@cash.app
Date: Wed, Oct 14, 2020 at 9:17 AM
To:
Hi there,
We compared the transaction you brought to our attention with your account history. We determined
that we received the transaction in question from a known device. This device had accessed your Cash
App account prior to this event.
Bas do is i forma io we do o a e e o g I ce o determi
u au oriL d a d a e de ied your claim. This co cl des o r i ves iga io
W recomm d sp aki g wi a yo e v o ad access o yo r d ic a t
your pho e was losVstolen during t e ime oft e tra ac io a d you wi.s
Sq ar ill coopera e i t eir i ves iga io
e activity as
o t is claim.
im of tra sac io If
o file a police r port,
You ca al.so share t e followi g co act i orma io below wi law forceme if you c oo e o fi le
a r port
Sq ar ' I C.
Att :Complia c D par m t
1455 Mark S ., s i 600
Sa Fra cisco, CA 94103
lawenforcem t@~ areup.com
ot r po d to corre po d c s t by o -law fore m /
go rm addr s abov .
Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 25 of 40 PageID #: 213
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To further secure your account. we suggest the following security steps:
• Sign-In Code- Cash App will never request this information outside the app.
• Security Lock- Enable passcode or Touch ID for every in-app Cash App payment
• Personal Identification Number (PIN)- Protect it and keep it private.
• Do not write it on your card or store it with your card.
• Use a difficult to guess PlN.
• Do not use sequences (1234), DOB, SSN, address, phone number, etc.
• Push Notifkations- Enable for every transaction.
• Virtual Card- Tap your in-app Cash Card to hide its details.
• Touch ID / Facial Recognition/ Passcode- Enable login security on all devices.
• Each device may vary, please check your device manual for more details.
• Email Two-Factor Authentication- Enable for an additional layer of security.
Please note: *Cash App does not have aIdirect phone number to calI. When they are available,
you can request a callback from our support team through the in-app Help Center.•
Also, Cash App support will never ask you to provide your Sign-In Code, PIN, require you to
send a payment. add funds to your balance, make a purchase, or complete a test transaction
of any kind.
Thanks,
Cash Support
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Attorneys for Defendant Square, Inc.


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Case 1:20-cv-05119-NGG-TAM Document 26 Filed 01/29/21 Page 40 of 40 PageID #: 228

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