ComplaintsforCash App

• Initial Complaint

  08/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  CashApp closed my account due to a terms of service violation Thats the least of my concerns and Im not making a complaint to get account reopened. According to the message in my app and through various emails and support chat threads i should be able to withdraw any remaining funds in my account. Ive been trying to do this since July ******* with ZERO SUCCESS. Their support is awful - and refuses to help. I get all the scripted replies. Its insanity! Please help me get my money back before I file a lawsuit. My balance is $7153.00 Ive tried different debit cards. Different bank accounts. Different amounts to cash out. Even deleted the app and installed it again. Theyre purposely not allowing me access

  

  Business response

  08/20/2024

  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

  08/20/2024

  Better Business Bureau:
  I was able to cash out my balance.  
  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

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been having issues with cash app declining different transactions and saying it is due to unusual activity. It also states it was declined for my protection. The problem with this is that I've been able to complete these identical transactions previously without any issues whatsoever. I have been paying my bills, credit cards, adding cash to my ****** balance via cash App balance for years and never had an issue. I have corresponded with someone through email who was very unhelpful and would not address the reasoning behind this block. I am trying to spend my own money, and the app is not allowing me to do this. The representative told me to try a different payment method which I stated to them this is the only payment method I have. This is the same method I used for any and all transactions. They asked me to provide more details or supporting information which I did but they didn't do anything with the information. I was informed to view our previous emails for a solution. There was no solution, I asked to speak to a supervisor and was denied. I would like to continue using my card to make my credit card payments and add money to my ****** account. I shouldn't keep getting alerts that my card is being declined due to unusual activity or for my protection when I have told them it's my money, my transactions and my activity. I would like my case to be escalated to someone in higher authority who can take the block off my card.

  

  Business response

  08/20/2024

  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

  08/20/2024

  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

  08/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I tried to make a cash app account and then notify me that my account has been closed due to violations. I am lost and confused because I havent had a cash app account with my name and my number only for a business someone got my information opened up account close the account because they was doing activities and now I cant open up one along with. I have been a victim if I didnt have identity protection on my account and just received the email that I was a part of a cash app data breach

  

  Business response

  08/19/2024

  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

  08/19/2024

  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

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello Ive tried to contact cash app about why I cant send money to my friend and they said they cant do anything about it or find out why I cant send money to my friends and I also ask them why I cant link my debit card when Ive been trying to link it when Ive only have one debit card.

  

  Business response

  08/16/2024

  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

  08/16/2024

  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

  08/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have $995.00 in my cash app account that I have been unable to withdraw for over a year. I sent over 100 support messages/tickets and the customer support people always say the same exact message our email team will reach out through email to help you resolve this. The email support people always respond a month later and they say there was a lien on my account for a business loan and they needed a release from them to release my funds. So I contacted the loan provider and got the lien released 3 weeks ago and contacted support again. They once again told me someone would reach out and its 3 weeks later and no response. I have been contacting support daily for the past 3 weeks and nobody seems to want to help. All I want is to get my money that they have been holding on to without my consent for over a year. And I dont understand how there can even be a lien on an account without a court order or some type of lawsuit.

  

  Business response

  08/14/2024

  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

  08/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had a Cash App account since 2019. I have never violated terms of service. I have never had my account suspended or anything else. I have ONLY used my account from my cellphone in ********. On July 11 I got a text from Cash App that my direct deposit has been suspended and I got an email that my account was suspended due violation of terms. Someone had apparently hacked my account from ***** and tried to do something with a gambling site. I reached out to have my account unsuspended so I could change my password and other security options and log out of all devices so I could log back in. I was told that I case had been escalated and I would hear something in 30 days. Today I got an email from their support that my account was indeed closed and nothing further could be done. I reached out to their support chat to see if I was able to open a new account and was told my case had been escalated and answered and there was nothing else they could help me with To sum up, after 5 years of zero issues, someone hacked my account from a state I have never been to, when I have only ever used my cash app in ********. I am being penalized and no longer able to use cash app despite not actually being the one who did anything wrong and can prove that, in addition to the **** on my regular account usage

  

  Business response

  08/14/2024

  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

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/3/2024 I tried to add money to my cash app from my primary bank account $30 which was declined due to insufficient funds. Which it shows on my cash app statement that I never recieved the added funds to my account. On 8/5/2024 I again attempted to add $25 to my cash asap from same account which was successfully and shows on both statements as well money coming out my primary account and money being added to my cash app account $25 today on 8/7/2024 my sister sent $75 to my cash app I only received $48 of that $75. And was told I had a negative balance of $27 which they deducted but never did my cash app show a negative balance. After adding the $25 I mad a purchase at grocery store for $12 and another for $10 at gas station which also shows on my statement. Leaving my balance at $3 today before receiving the $75. I have chatted online with customer and submitted all documents for them to tell me they dont have any further information on my case and ended my chat twice. So I called the customer service number l, the first rep but me on hold numerous times then tells me he cant give me any other information and would forward me to someone who could, then hung up in my face. After calling back and being left on hold numerous times again I was hung up on again. No one still has been able to give me a clear understanding on why $27 was took out of the $75 sent to me

  

  Business response

  08/14/2024

  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

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cashapp has locked my account and customer support will not pick up the phone. I explained my hardship and they laughed at me multiple times and laughed in my ear with co-workers. I feel insulted and taken advantage of. They wasted hours of my time and I was money for the amount of time they took away from me.

  

  Business response

  08/14/2024

  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

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Someone sent me ***** on cashapp on 8/6/2024 at 8:57AM EST. I NEVER received my money and cashapp is saying I did. Then they said it was never applied to my account and then changed their story again.

  

  Business response

  08/14/2024

  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

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I keep having issues with Cashapp pending transactions that are lengthy, without a reasonable explanation. I had to provide a hotel receipt for a transaction that was closed out on July 6, the same day I checked out the hotel. I was told that it was the hotels fault because they still hadnt updated my final charge. However, on July 12, 2024 I checked into the same hotel & verified that they released the hold when I checked out on July 6, so I reached out to Cashapp support, again, and they just kept sending me the companys policy stating it can take up to 30 for the hotel to release the hold. After going back & forth with ****** service, someone finally said they need a receipt to verify the zero balance, I sent it, then they still said since I didnt provide the proof, they cant help me and kept trying to end the chat. I sent the receipt 2 more times, then ironically I got an alert saying it had been canceled out, and finally got my money theyd been holding. NowIm going through the exact same problem for the same hotel, from my stay in July 12-July 14, 2024. Its been 26 days, and I have the confirmation receipt from my final bill the was place at $0 on July 14, 2024 at 4:12 am EST. I sent Cashapp the receipt multiple times, and each time they say the hotel hasnt updated my final bill, and it can take up to 30 days. *** tried speaking to multiple ***** and they all end the chat once I send the receipt. Same thing happened this morning. The representative said he researched my case & that he needs a receipt with Merchant Name, Date, and $0 balance. They then stated that some info was missing, and they need the Merchant name, date, and $0 balance. I sent it again and zoomed in to show the information, and they said they dont have any new information. I resent it 5 more times, and they closed the chat & refused to provide their *************** ID. The hold is for $670, but it should be $623.70

  

  Business response

  08/14/2024

  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. ↩