ComplaintsforCash App

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Additional Complaint Information

Customer Complaint:

BBB’s business profile for Cash App was created in August 2020. A review of Cash App complaints was completed in March 2024. Complaints concern the release of funds.

BBB encourages consumers to review the company’s terms of service and cash app support for related information.

https://cash.app/legal/us/en-us/tos

https://cash.app/help

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Initial Complaint
08/05/2024
Complaint Type:
Product Issues
Status:
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.
Randomly got scammed out of my hard earned money I have a child on the way a wife to support and bills to pay im 23 years old we worked hard for our money just for someone to take it all away
Business response
08/13/2024
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
08/05/2024
Complaint Type:
Product Issues
Status:
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.
On August 1st I was trying to pay the new yard man $700.00 for cutting my trees. He gave me his son's Cashapp ************************* which I accidentally misspelled his name *************************. The $700 went to the wrong person. I immediately tried to stop the payment. I contacted my bank , they could not stop the payment because it automatically gets the money to the person. My bank told me to reach out to CashApp they said, I have to submit a Refund request $700.00 to ************************* no response since last Thursday August 1st. I have been submitting a refund request everyday since. Still Nothing. I spoke with several CashApp supervisors they said that I must submit a refund request to that wrong individual. I said, I did. They said, I will just have to wait to see if that ***************** will refund my $700 back to me. They asked me who was the person I was trying to send the $700.00 , His CashApp contact info ************************* phone ************, email ******************* They said, their is nothing they can do. I asked, what if the wrong person ************************* is not using that Cashapp anymore, What happens to my $700.00? Cashapp supervisor said, it will just sit in that account until someone gets it. I said, What if that person is dead? She said it will just stay in that account unclaimed. I am filing a claim because I CashApp to have a better process of getting people their money back if it was sent in error. I process where if that money is unclaimed it goes back into the account it came from. Please help.
Business response
08/13/2024
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
08/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Today, August 5th, 2024, I received a **** debit card in the mail from Cash App and issued by ****** Bank. I did not request this card and do not have a Cash App account, meaning someone opened this using by name, address, and possibly other compromising information. I would like the card and account terminated as soon as possible. I would also like to know if a permanent block of some kind could be instated for any future accounts that try to use my information.About 3-4 months ago this same scenario occurred and could only be resolved by contacting Cash App through the BBB. Your agent **** concluded his investigation by confirming my first and last name, date of birth, physical address, and my personal social security number was used to open an account. I can only assume identity theft has happened again.Debit Card:***************************** ******************* CVV *** EXP **/** Account: ************
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

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
08/05/2024
Complaint Type:
Product Issues
Status:
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.
Was locked out of my cashapp. They are saying that I need to verify my information when it has been verified. My fiance sent me $55 that he needs back now and CashApp won't let me send it back to him
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
08/05/2024
Complaint Type:
Product Issues
Status:
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.
08/02024 $500+ and no they didn't resolve my issue.. Claiming they protecting me after I proved to them it's my account.. Sent pictures of me personally pictures of my ID and pictures of my cash app card.. But they still claim I can't get money sent to me because they protecting my account
Business response
08/13/2024
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
08/05/2024
Complaint Type:
Product Issues
Status:
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.
* Date: 08/01/2024 * Time: 4:23 pm * Place: Krist Gas Station * Amount: $27.15 On August ****** I attempted to make a purchase for the amount of $27.15 at ***************** in ********, **. I do not know if it was a malfunctioning machine or human error but the transaction did not process. I was told by the cashier that within 12 to 24 hours my funds will be refunded back to my Cash App account. I called ********************** and they ask me to reach out to the Merchant because the charge was still pending. I then called the Merchant and they said that they did not process the payment so I should be refunded. It's been 4 days now and still no refund. Now Cash App is telling me it may take up to 10 business days to actually receive my refund. Absolutely unacceptable. I've had this happen in the past and I received my refund immediately. Please help me with investigating this entity. They are getting away with ****** Murder. They are supposed to be a easy way to spend and access our money and their turning out to be a disaster. They change protocol when they see fit. Thank you!
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
08/05/2024
Complaint Type:
Billing Issues
Status:
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.
Cash App closed my account for violating their Terms of Service, though *** looked this up and a lot of people also had this happen to them out of no where and Cash App refused to inform anyone why. I was always using Cash App normally for subscriptions or payments, etc and then out of no where my account was closed without a valid reason provided to **** really want to continue using Cash App as it was my primary source of income/usage for payments.I did not break any of their Terms of Service and if I did then I am truly sorry and I wont do it again if my account is reinstated, Im just looking for some help here as I really need a payment method to be able to process my transactions as soon as possible.Im willing to provide any information necessary to get my account reinstated, please help me.
Business response
08/13/2024
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
08/13/2024

Complaint: 22092366

I am rejecting this response because: they have not fully assisted me yet.

Sincerely,

*********************************
Business response
08/16/2024
Thanks for following up. It looks like we reached out to you via email in regards to this matter on 08/15/2024. 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 reach out to support at cash.app/contact.

Thanks,
Cash App

Customer response
08/16/2024

Complaint: 22092366

I am rejecting this response because: they did not assist me properly and they ignored my requests and did not provide me any valid reason of why my account was closed. They just kept saying that I violated their Terms of Service yet they wont tell me what I did. I even told them that I did not mean to violate their Terms of Service in any way and that I would need to know how I violated it so we can prevent this mishap from happening in the future. They do this to all of their customers and keep telling us that we are ineligible to reopen our account.

Sincerely,

*********************************
Business response
08/20/2024
Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 08/15/2024. We reviewed this interaction upon receipt of your initial complaint and we can confirm that we have provided the correct information for this issue, consistent with our Terms of Service. No additional action is available at this time.

Thanks,
Cash App

Customer response
08/20/2024

Complaint: 22092366

I am rejecting this response because: they are not trying to assist me at all and they can not even tell me what I did to violate their Terms of Service (which to my knowledge, I never did). I need my account re-opened.

Sincerely,

*********************************
Business response
08/21/2024
No further information to provide/action to take. The complainant has been provided the accurate and complete resolution regarding their Cash App account.

The complainant was advised that based on our review of their account, we have found activity that violates our Terms of Service and as a result, their Cash App account has been deactivated.

The complainant has received the full and correct resolution regarding their complaint.

For security purposes, we cannot disclose account specific information. However, communication regarding the investigation was communicated to the complainant via email on 08/15/2024.
Initial Complaint
08/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
They locked My account because they thought they saw fraudulent activity when there was no answer and they would be unlocked within 24 to 48 hours it is now been over 48 hours and my account is still locked. I need my money I need to access my account so I can pay my bills that are attached to my account
Business response
08/13/2024
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
08/04/2024
Complaint Type:
Billing Issues
Status:
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.
The business said I violated their terms of service agreement. And they gave me no specific reason on how I violated it. I use the account to get paid and to pay my children family and friends. Ive never done anything unethical on that account. And they have denied me an appeal. I waited months for an investigation just for them to not give me any information on why my account was closed.
Business response
08/13/2024
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
08/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On July 26th Cashapp has held my money of $6,000, not allowing me to redirect my funds. It has been pending from July 26th up until this present moment. Customer support states time & time again that they cannot provide any further information. Cashapp's Customer Support & the *********************** state that they can not do anything about it nor do they have any information as to why. It has never deposited into my account, it only has been pending. They continue to suggest again & again the same solutions that do not work, stating the same thing that is not helping the situation. When attempting to gain Customer Supports information such as their first & last name, they rudely deny legally giving their first & last name & hang up the call.
Business response
08/13/2024
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

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