ComplaintsforCash App

• Initial Complaint

  10/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I attempted to recover to my cash app account through customer support. I was on the chat with them over an hour and the entire time the agent was helping me through the different steps in order to recover the account. Everything was going fine as far as I knew. The agent told me that I needed to attach any debit card to my alternate cash app account; as I am able to access this account. I linked a random debit card to the account. Agent did not specify that I should add a debit card that I had also added to the account that we were attempting to recover. The random debit card I attached was one that I do not usually use with cash app however that particular card was easily accessible at that time. After attaching that debit card the agent told me that he cannot help me any more at all for this issue. I have attempted to as support to help me a few more times. They refuse to speak to me about this matter but happy to speak about any other concerns. My reason, as I explained to the agent, for needing access to my account was that I had a deposit into my ******* wallet and I just wanted to withdraw those funds. I have all the info on this account; past statements, thr ******* wallet address, anything that cash app may need to allow me access. The only thing I no longer have access to is the phone number linked to the account. I have changed my phone number since then.

  

  Business response

  10/10/2024

  Thanks for reaching out and making us aware of this issue. We’re sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  
  
  
  
  

  Customer response

  10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I have received and responded to an email from Cashapp. Their team member is assisting me to access my account. Thank you.
  Sincerely,
  
  Lisa C****

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was in jail for getting into a fight and a chick sent money to herself unauthorized and I have documents showing it couldnt have been me and they just completely said our resolution is it was authorized and thats,that. I'm professional And will just let people take your money. $1400 is not a small amount. So pretty much they said if someone takes your phone and and money it's ok. I will not be using this company or attempting to get it back. ever again if a real resolution is met.

  Customer response

  10/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an email notification from cash app days ago and the email had accusations about me violating the policy for the platform. My phone has been hacked because I have a debit card that has been compromised. I contacted cash app support and asked them why did they close my cash app account? They had no valid claim. My relationship with cash app platform has been great. I was also trading ******* on their platform as well. There were times investment funds of mine came up missing and cash app never took accountability but I just let it go because I have been able to receive and request loans from family and friends I know. I cant pay people their money back because its the only way to return is by using cash app. Cash app will not reopen my account that I have been using for years. Please, Im just asking that my account be reopened. Im kindly asking BBB to just help get answers and have cash app reopen my account because I dont owe them any money.

  

  Business response

  10/07/2024

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  
  
  
  

  Customer response

  10/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ladoya *******

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A guy I previously worked with said his friend had an item I may want to buy, which I did. He said he would go to her house and get her cash app info and once I sent the money he would either bring me the item or meet me half way. So I sent 1 to her account making sure it was her n then I sent the remaining 99. For a total of 100. This was March 24. Once I paid for the item he began ignoring all text and calls so I contacted cash app. They said that the money was instant and nothing much they can do to reverse it. All I could do was ask the scammer for a refund, block the scammer, and contact my bank. I did all of those things and my bank investigated the issue and I got my 100 back thankfully. In April I withdrew 200 from my bank account to make another purchase thru cash app. The seller changed their mind and refunded me my money back. Instead of returning the 200 back into my bank account I decided to leave it in Cash app. I had sent some money to my kid a couple times but noticed my balance was off by 100 bucks. It seemed to vanish without a trace so I contacted cash app. I am told they reversed the chargeback April 14 its their right. When I asked if they investigated this issue and any other details surrounding this matter they refuse to answer me. Cash app said I can the issue up with bank but I cant! Its not a transaction to dispute, they stole $100 from my cash app balance! My bank took the loss from this sellers scam the first time. The seller refused to give me refund. She instantly received and kept my $100 on March 24. So does the scammer get this additional $100 cash app takes from me on April 14? How can they reverse something they dont even investigate? My bank did investigate and found in my favor. This should be illegal and my $100 should be refunded.

  

  Business response

  10/04/2024

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Greetings,On Friday, September 27th at approximately 12:00pm I tee ahead or to cashapp chat support to inform them that a payment made from my sister to my daughter was blocked. I requested that cashapp review my daughter's account as she receives gifts/payments from her aunt monthly as an addition to her allowance and has been receiving these payment for at least a year if not longer. I was informed cashapp will block certain payments to its teen users--which if for security/fraud prevention reasons makes sense and is not a problem. What I find problematic is cashapp's blocking of a payment that has been made several times by my sister to my daughter and as a hurricane was enroute to ********* and my daughter needed funds to stick her room with food and supplies, the reversal of the decision was critical. My concerns were not addressed. There was no attempt made to remedy the matter and when we provided several screenshots evidencing proof of my sister's gifts and payments to my daughter and to me, no apology was offered and cashapp did not make the adjustment necessary. I asked for escalation and was told a supervisor would contact me. It did not happen. When my sister tried to send payment to my daughter again, assuming the matter was updated and rectified, cashapp rejected payment again. As funds were being sent to a teenager away at college trying to prepare for a hurricane heading her way, and cashapp showed no empathy or desire to resolve a matter, that if they reviewed, the account records, would show a history of approved and valid transactions, I perceive the decision is discriminatory in nature and needs to be flagged and escalated especially since cashapp did not reject my daughter's payment to my sister's account for $1. It makes no sense that the transaction is rejected in one direction but not in the other.

  

  Business response

  10/03/2024

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  
  
  
  

• Initial Complaint

  09/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 28th, I dealt with a person on cashapp. I did not realize that they would fraudulently scam me. They provided me nothing that we agreed to. It was in game items that they kept after I paid through Cashapp and blocked me. I have already requested a refund for the amount 82$. I contacted Cash App support and attempted to open a claim. Once I did open a claim they closed it for some unknown reason that I did not support them with additional information. I provided evidence and proof and after I provided well supported evidence, Cash App said I dont have any new info to provide on this issue. This doesnt even make sense in the first place and is a disgrace to money handling businesses.

• Initial Complaint

  09/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The security of my account was compromised last week and I since then have tried closing the cash app account .Speaking to a customer representative I requested my account be closed and I was assured that it was closed after speaking to them today .However I received an email saying my email was unlinked from my account and I received a text saying the number was unlinked from my account I did not receive any confirmation of the account being closed and I suspect that my account is still open with my name and information attached to it only access to the account was changed .I feel that this account was not closes correctly..I am asking for assistance with this matter .

• Initial Complaint

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting for a refund for 200 dollars. Ive been reaching out and I keep getting generic answers from them. Cashapp advised they would escalate it to a supervisor but I one has contacted me yet. Every time I ask a question, they provide the wrong generic answer every time. I just want my Money back

  

  Business response

  10/03/2024

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  
  
  
  

• Initial Complaint

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was the victim of a Cash App fraud on June 25, 2024.I was having problems with my cell phone and called what I thought was the ***** Customer Support line. I was told by the rep that my Cash App account on my phone had been compromised and that was the source of the problem with my phone. I was asked to transfer from my Cash App to my husband's cash App in an attempt to fix the problem I attempted to transfer $3,999.00 to my husband's Cash App account. The transfer was intercepted and went to another account. Cash App has confirmed that an account was created at 1:59pm on June 25, 2024 when the transaction I was making occurred. Cash App has also verified that 1 minute later at 2:00pm central the account that intercepted my transaction and received the funds was deleted. The account was not created or deleted by my husband. Cash App has admitted to both my husband and myself that this is suspect at the least and fraudulent activity. We have both spoken to Cash App representatives multiple times but cannot get anyone to help with returning the stolen funds. The first rep I spoke with actually said I should get the funds refunded within 3-5 days back to my bank account. That did no happen Since then, all subsequent calls have gotten me nowhere. We have been placed on hold, hung up on and each told that the other had to initiate the claim. I have documented phone records and names of each of the representatives we have spoken with. I would really appreciate having my stolen funds returned to me and stop this evasive action taken on the part of Cash App. Attached is the phone log of calls to Cash App Customer Service. I would appreciate any assistance in recovering these stolen funds.

  

  Business response

  10/03/2024

  Thanks for reaching out and making us aware of this issue. We’re sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  
  
  
  

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/11/24 I checked in to the Holiday inn Express in ******************* and used my cash app card for a $50 hotel incidental deposit On 9/12/24 I checked out of the hotel owing a balance of 0 dollars. I did not incur any incidental charges nor did I damage the room which would be covered under the hotel deposit. After waiting 14 days I contacted cash app regarding the hold and they told me I would need to get information from the hotel stating the date, the amount of the charge and the balance due. On 9/27 /2024 I provided such documentation and was still denied return of funds to my account which is money that I earned and is due to me. Cash app continue to state that their the funds will be released after 31 days if I did not provide the information which I did provide. All this information is available in the cash app chat log and can be made available to you upon request. At this point cash app isn't involved in nothing more robbery scheme to hold people's money and not return it to them when requested. Even when the merchant has said the funds in question can be released and are released.

  

  Business response

  10/03/2024

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩