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            ComplaintsCash App

            Apps
            View Business profile
            View Business profileBBB accredited business

            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

            Need to file a complaint?

            BBB is here to help. We'll guide you through the process.

            File a Complaint

            Complaint Details

            Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

            Showing all complaints

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            Complaint Status
            Complaint Type

            • Initial Complaint

              08/03/2024

              Complaint Type:
              Product Issues
              Status:
              Answered
              Cashapp locked my account temporarily for my protection and refuses to give me my 674$ from my account. I was traveling and neeeded to get gas and cashapp had all my money I tried to use it to get gas and cashapp said my account was locked. Rather than allowing me to confirm my identity they refused to take any proof that could help clear this issue up. Leaving me stranded on i10/west bound. They are refusing to give me my money back till this day! And come to find out they are doing the same thing to thousands of other people. I find it strange how accounts with no money on them never seem to get locked for your protection only accounts with money in them get locked and cash app refuses to return the funds. Im joining the class action law suit against cashapp. Because my account has been fully verified for months with my ssn/dob/ drivers license and selfie. And phone number and email. All confirmed and verified yet you still need to lock my account for my protection ??? And you only lock peoples accounts for there protection when they have money in it ? Sounds fishy. Not only am I joining the already existing class action law suit against cashapp. But I am filing a law suit in federal court if my money is not returned

              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

              08/03/2024

              Complaint Type:
              Product Issues
              Status:
              Answered
              I borrowed money from the prepaid card company known as Cash App. The company has scheduled days their suppose to pull money from your account in accordance with your repayment schedule. I was sent some money today and before I could receive it, Cash App took it. Today is a Non-Business day and also this is not a scheduled repayment day. I was at the grocery store when this transpired. Tonight, I dont have money to feed my children. I suffer with bipolar and Im a Manic Depressant. This has really caused me to have an episode. All I want is my 60 dollars back. Thank you BBB, you guys are always there even if I never get my issues resolved. Im tired of being taking advantage of like this. I just want what was wrongfully taken from me. Thank you guys.

              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

              08/03/2024

              Complaint Type:
              Product Issues
              Status:
              Answered
              So I payed someone of Cash app $60 for something. The person service that they provided did not match the description at all. I asked the for a refund. They are refusing to provide one, So I ask Cash app to help me get my money back. They tell me they cant do anything. That is not acceptable that they are not protecting there customers. All I want to to be refunded.

              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

              08/03/2024

              Complaint Type:
              Order Issues
              Status:
              Resolved
              They keep declining a transaction from bet mgm for security reasons and will not put me through to whomever I would need to speak with to resolve the issue . I wNt my money I'm untitled to it

              Business response

              08/12/2024

              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

              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

              08/03/2024

              Complaint Type:
              Customer Service Issues
              Status:
              Answered
              I wanted to initiate an instant deposit, and CashApp **************** told me that I had no money in my account and closed the help chat after 8 hours with no help.

              Business response

              08/12/2024

              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

              08/03/2024

              Complaint Type:
              Product Issues
              Status:
              Answered
              I closed my cash app account due to fraudulent activity. I disputed the transactions in question. I got an email stating that my account has been permanently credited for my disputes, but my account is CLOSED. So where did my money get deposited?! There was $400 in total transactions. I have attached screenshots. I would like the $400 sent to me.

              Business response

              08/12/2024

              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

              08/03/2024

              Complaint Type:
              Product Issues
              Status:
              Answered
              CashApp issued me a debit card that I did not order and I have never opened an account with them. My legal name, address, and social security were used against my permission to open this account and have this debit card sent to **** first contacted CashApp support through Reddit on July 27th and they went ahead and created a case for me. I sent the information they requested (1. Your Full Legal Name (first and last), 2. The name listed on the Cash App Card you received, 3. Has anyone previously lived at this address?,4. Please use this link to securely share the front and back images of the card) on July 27th and they still have not gotten back to me after repeated attempts to follow up both via email and via their Reddit chat support.On the latest follow up via Reddit chat support on August 3, the agent stated that their team has received my information but they could not tell me when this issue would be resolved given that they take cases based on incoming volume. I was hoping that the BBB could help resolve this issue given that this is a case of fraud and is involving my social security number and legal name and address. CashApp support does not seem to be treating my case as urgent.

              Business response

              08/12/2024

              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

              08/03/2024

              Complaint Type:
              Product Issues
              Status:
              Answered
              around 2 weeks ago I purchased Bitcoin via cashapp to send to a friend overseas. For the past 2 weeks my money has been stuck in cashapp and I have not been able to send or withdraw it. My money has gone down by 20%. I reached out to support opened a case and got nowhere. When ever I call support I always get the same answers a specialist is working on it when I ask to speak to a manager or specialist they always say no one is available. I really dont know what to do. My username is $jasonlamar789

              Business response

              08/12/2024

              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

              08/03/2024

              Complaint Type:
              Sales and Advertising Issues
              Status:
              Answered
              My cash app account was closed in July 19, 2024 for violating the terms and conditions of service. I reached out to Cash app to question what terms and conditions I had violated because I use my cash app for gas, food and and sending money to family and friends , they replied with a generic response my cash has been escalated and they have no update for me at this time . It had been two weeks now and I still cant get answer as to why my account was closed.

              Business response

              08/12/2024

              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

              08/03/2024

              Complaint Type:
              Service or Repair Issues
              Status:
              Resolved
              I have requested twice now that my last name be changed and have provided all of the documentation twice and it still has not been done.

              Business response

              08/12/2024

              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

              08/12/2024

              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,

              Ashley D*****

            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. ↩

            BBB Business Profiles may not be reproduced for sales or promotional purposes.

            BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

            When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

            BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

            As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

            BBB Rating & Accreditation

            BBB accredited businessA+

            Accredited Since: 4/15/2021

            Years in Business: 15

            Customer Reviews are not used in the calculation of BBB Rating

            Overview of BBB Rating

            Contact Information

            1955 Broadway Ste 600

            Oakland, CA 94612-2205

            Visit Website
            (800) 969-1940

            Customer Complaints Summary

            12,699 total complaints in the last 3 years.

            4,377 complaints closed in the last 12 months.