Complaints

This profile includes complaints for Cash App's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cash App

  1955 Broadway Ste 600 Oakland, CA 94612-2205

  
• 

  Cash App

  2900 Landrum Dr SW Apt 166 Atlanta, GA 30311-4477

• 

  Cash App

  1455 Market St Ste 600 San Francisco, CA 94103-1332

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the CashApp Card to buy something from Amazon on 08/30/2022 for a total of $104.73. I cancelled part of the order and the new updated balance was $51.71. Amazon made the adjustment and that reflected on the transaction list. However, the funds were not deposited into my account. I contacted CashApp and they said contact Amazon to confirm the transaction on 08/30/2022, they did and sent the money back. I contacted CashApp again on 09/01/2022 and told them of this. They said to wait 14 days and check back, which I did today as today (09/14/2022) would be day 15. I was told to wait until the end of the day for the refund and CashApp would then open a dispute with Amazon. There is no reason for a dispute with Amazon as they said they returned the money on 08/30/2022. CashApp shut me down and said try again later which is the excuse I have been hearing for over two weeks now. I have included screenshots of the transaction and conversation with CashApp. I just want my 50$+ back and I will close my account with CashApp as this is not an up and up business. I did inform them I would contact the BBB and they said, go ahead. So here I am.

  

  Business Response

  Date: 09/20/2022

  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

  Date:09/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of this year, I borrowed $350 from CashApp, the payment due date was august 15th. In the meantime, I took another job that began on august 8th that only pays once a month. I contacted CashApp via chat, ******** email and the response I received was someone would call you and this would be escalated. I needed to make a payment arrangement because I would not have the full amount on august 15th. The first paycheck I would receive would be at the end of September because *********** holds back a check. No one ever reached out, I made countless calls and chats again. I was low on money and my friend sent me $301 through CashApp to help me get through on September 2nd. Then I remembered I needed to send her $95 back to save. So I received her money, as Im sending her $95 back, CashApp takes all the money for the loan and the money I send her back comes out of my checking account, which left me with $22 until the end of this month. I have called and attempted to have someone call me and explain to me what a payment arrangement is if you take every dime I have, I need some money back to get through the month

  

  Business Response

  Date: 09/21/2022

  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

  Date:09/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was locked due to unusual activity ahen trying to purchase food at ********, I contact support and provide the requested information and its been over a week and no one gets back to me, I just get automated messages on their application, I have a lot of stuff connected to my account and its messing with my in time payments, I sent my information as they requested and they stated it would be resolved within ************************************************************************* any information as to why.

  

  Business Response

  Date: 09/20/2022

  Thank you for reaching out. It looks like you've made us aware of this issue in Complaint ID #********. Please reference that complaint for our response. 
  
  
  Thanks,
  Cash App

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/13/22. I sent $45 through cash app to my friend. Then my friend contacted me and said that the cash app name that I sent it to was her old account that got scammed so I needed to send it to her new one. So I contacted cash app to explain what happen and the advocate told me that the reciepent had to contact them and then they proceeded to tell me that next time I should make sure that when I send cash app to make sure it is to the right person. So I requested a refund thru the app to the old cash account which the actual reciepent has no access to. My friend contacted cash app through her new account and they told her that since she didn't have access to the scammed account there was nothing they could do. So I went back and told the cash app advocate this and I was told that the advocate had no more information on this information and I should make sure I send it to the right person. I told her I wanted the money refunded or just transfered to the right account. I also told her that if no one has access to that account where does it go it just sits there and I and the intended reciepent lose the money and she said if you don't have a new question I can not speak about this matter anymore and once again proceeded to tell me that I should send it to the right person

  

  Business Response

  Date: 09/20/2022

  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 Answer

  Date: 09/20/2022

   
  Complaint: 18023396
  
  I am rejecting this response because: The solution is not reasonable. They say for the reciepent to reach out and she has and they tell her there is nothing they can do. And they still tell me that there is nothing they can do and I should make sure I type in and send to the correct account next time. So this money is just sitting in an account that nobody has access to. I have attached the message from the reciepent saying that she has reached out.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/22/2022

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/21/2022. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to that email.
  
  
  Thanks,
  Cash App
  
  

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18023396
  
  I am rejecting this response because: yes you did email but the email does not help in anyway.  You said for me next time to check the recipients' name which is great for the next time but there is still $45 sitting.  In this time with recession and everything else $45 may not seem like a lot for a loss but it is to me and the recipients.  Also as a business who deals with peoples money there should be a better resolution then sorry we cant do anything. All I am asking for is the money to be sent back to me (which i have requested a refund to the account that the recipient can not access), or the money transferred to the recipients' current active account.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/26/2022

  
  
  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/22/2022. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to that email.
  
  
  Thanks,
  Cash App
  
  

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18023396
  
  I am rejecting this response because: you are not doing anything to solve the situation. all you say is theres nothing you can do about it. that is unacceptable. I have never heard of a company that is just holding on to money because its sitting in an inactive account.  No matter who reaches out either me (sender) or reciepent we both get the same answer that there is nothing they can do about it. This is unacceptable.  in the email from 9/22 the advocate says he will pass on the information to try and make it better for future problems well you want to make it better for future issues start by fixing this one.  Like i said before i either want the money refunded to me or $45 sent to the correct account
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It has been over 2months since multiple fraudulent charges were made from my account. Two of the charges were not declined because I had money in my account. Both were from the same merchant one was for a little over a dollar and the other one was $99. Cash app refunded the $1 but not the$99 even thought through customer service number both were disputed. Then they sent an email saying an error did not occur. Well if that's the case why would you refund me the dollar from same merchant. I had to reopen the dispute and I once again called the support number and was told everything was fine and reopened but yet here I sit and no money yet. This was my bill money and now my electric is close to being shut off. Thanks cash app.

  

  Business Response

  Date: 09/21/2022

  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

  Date:09/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent money to my friends old cash app account. She cant get into the account to approve the refund as she is homeless and has not kept up with information linked to the old account. We both have contacted cash app on several occasions and keep being jerked around. There has to be some sort of ****** override to help us. She has verified all information on both old and new account and they still will not refund the money or transfer funds to new account. The amount of the transaction is $229.50. Please help

  

  Business Response

  Date: 09/20/2022

  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

  Date:09/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed that 2 transactions were taken out of my bank via cash app on Sunday the 11th of September. I chatted with cashapp and told them that these transactions were not authorized for them to cancel and refund me my money. Cash app responded that they are unable to do anything since the transactions are complete that I needed to reach out to the person who took my money and ask for a refund. I sent a request for refund but the person denied it of course. I am asking cash app for a refund. I have removed all my banking information to prevent this from happening again. I have attached picture of refund amount I am seeking and how the person declined the request for refund.

  

  Business Response

  Date: 09/20/2022

  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 Answer

  Date: 09/22/2022

   
  Complaint: 18022968
  
  I am rejecting this response because I was notified shortly after that my claim was closed because I authorized those 2 transactions. I dont believe those 2 transactions were properly investigated by Cashapp and unfortunately I will have to take this matter up with my bank to work on getting my money back. Cashapp should have closed that persons account and also refunded me my money. 
  Sincerely  
  
  **********************

  

  Business Response

  Date: 09/22/2022

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/22/2022. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to that email.
  
  
  Thanks,
  Cash App
  
  

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 18022968
  
  I am rejecting this response because: I was emailed and told that I authorized the transactions and declined refund. I will deal with my bank. Cashapp and its fellow users are a scam. 
  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 09/26/2022

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/23/2022. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to that email.
  
  
  Thanks,
  Cash App
  
  

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I linked my cash app account to my bank debit card in Jan 2022 to send my daughter money. Two weeks later, money went to her via cash app without a request twice. I unlinked my bank account and haven't used it since. I had fraud activity last month with another payment vendor that I don't have ANY account with, so I canceled my debit card and replaced it. Within 5 days of a new debit card (not saved in my phone of course), Cash App withdrew a $10 then a $20 transaction to a Cash App card I have never known or seen directly from my bank account, so untraceable through my device or ********************** account. I chat messaged through the app for support. That lasted 1.5 hrs, having to repeat myself 3 times, and they could give me absolutely no support in future protection or identifying how my privacy and security were breached. Criminals, vagrants, and drug addicts use Cash App as a mainstay and yet there is still no internal data collection or management to protect legitimate customers like myself, nor any educated humans to directly access for consumer protection. Having my bank secure a refund isn't good enough when these violations are happening so frequently and un-resolved.

  

  Business Response

  Date: 09/20/2022

  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 Answer

  Date: 09/20/2022

   
  Complaint: 18022788
  
  I am rejecting this response because:
  

  I have received an email from Cash App and replied. I am waiting on their response regarding resolving the funds and privacy issues before I can accept a response.

  
  Sincerely, ***************************
  
  *****************

  

  Business Response

  Date: 09/22/2022

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/22/2022. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to that email.
  
  
  Thanks,
  Cash App
  
  

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18022788
  
  I am rejecting this response because:

  
  After hours of chats and email correspondence, CashApp can offer no assistance in tracking which of their customer/s received money from my 5 day old debit card that is legally attached only to my name, my address, my email address, and my phone number. As I am a CahApp customer, I should receive a request or a notification through my App if the company is removing money from my bank account or through the phone number or email address associated my CashApp account. Further, CashApp should be able to identify their customer that received my money.

  Sincerely,

  
  
  *****************

  

  Business Response

  Date: 09/26/2022

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/22/2022. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to that email.
  
  
  Thanks,
  Cash App
  

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On JULY 8TH there was a charge on my card for ***** that I DID NOT MAKE. Have contacted cash app EVERYDAY since and get the same response over and over with no resolution. I have done everything I'm supposed to yet NOTHING is being escalated nor taken seriously. I want my money I worked hard for to earn. Case #********

  

  Business Response

  Date: 09/20/2022

  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 Answer

  Date: 09/20/2022

   
  Complaint: 18022227
  
  I am rejecting this response because: I have been through the steps many times. And have heard nothing since July 8th. I want my money returned. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/22/2022

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/20/2022. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to that email.
  
  
  Thanks,
  Cash App
  
  

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I logged on to my cash app to access my balance and cah out $50 when I noticed my balance stated 0 I looked into my transactions and I found the $50 transaction sent to another person that I have no idea how it got sent....I instantly tried to cancel and refund it but bc it's was days afterwards before I saw it cancel was not an option .I immediately contacted support he's been inadequate and have delayed to process of investigating the transaction and I was told 10 days at first and now I'm being told about 2:45 and they're still asking me the same three questions which I have repeatedly answered the transaction was unauthorized and sent without my knowledge I believe hacked as I had two other accounts that were accessed

  

  Business Response

  Date: 09/20/2022

  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