ComplaintsforCash App

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cash app has a feature that is on by default (I never turned it on nor knew of it) that sends money that’s deposited into your cash app account automatically sent to your bank. I had cash being sent to my cash app due to my bank being overdrawn and I have a cash app card to use said funds. Without my knowledge the cash was sent to an overdrawn bank account, after contacting cash app the person told me to dispute the mistake with my bank. In doing so ***** ***** finished the claim and sent the money from my account and sent it back to cash app. From what they told me is that the cash would be sent back to the account that originally sent the cash (back to my cash app account). Iv spent three weeks dealing with cash app trying to find out where the $82.66 was at, the bank sent it back but cash app say they have zero knowledge of where that cash is. I spoke to about 10-12 people all of which were rude and rushed to get me off the phone by saying “get more information from your bank.” I even had a ***** ***** rep willing to come on the phone call to explain that the money was sent back and any info they might need, the cash app people would not let that happen. I just got off the phone with my bank and they are mailing me all the information on the claim and stating that my money was sent back to cash app. In the end I just want my $82.66, it’s my money that they have lost, this has been a major hassle on my mental disabilities and PTSD due to how much cash apps employees made me feel like I was crazy and that there was no problem. I don’t know what else to do besides filling a small claims which would just be more mental anguish to me. I just want my money that they have lost.

  

  Business response

  07/18/2024

  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

  07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and hopefully this will finally be resolved. But if nothing comes from them then I will have to open another case against them.
  
  Sincerely,
  
  Christopher L****

• Initial Complaint

  07/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  upon attempting to transfer 5$ to 3 different individuals with no notification to me I was blocked from doing so, I have not exceeded the 25000$ limit in any fashion,I have already verified my ID, but I was ************************ for more than 48 hours from using my primary banking. and when I called I was hung up on 2x before I spoke to a "supervisor" who still could not answer my questions but when I asked to speak to their supervisor I was told no one was above them. very unprofessional banking institute, I violatedno policy or rule and couldn't get any answers instead I was hung up on and pretty much told to deal with it. that I "made too many transactions" but no where on the policy does it mention any number of transactions for any reason.

  

  Business response

  07/12/2024

  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

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 3,2024 I was attempting to send $19 through cash app. But accidentally sent 190$. The person I sent it to went to send the money back and Cash App had take the money off of their account for a loan payment in which this person had an agreement to pay on August 1 because their actual bank account was compromised causing them to have to delay any bills that go out of their account. We both immediately messaged and called Cash app within 1 min of the transaction and explained the situation. They said they wont reverse the transactions and give me my money back. That O would have to collect it from the person I sent it to. Well they dont have the money Cash app took the money from their account and will not reverse the transactions. I have heard several other people say they have experienced similar issues. If someone is disputing a charge on their account they should adjust accordingly. They have flat out refused and have kept my money! I would like my money back as that was every ***** I had until my next pay day!! I have attached a screenshot of the other persons account showing that they took the money within 1 minute of sending it before they could even send me the money back! They never had the chance. So I am requesting a refund and reversal of these transactions . The other other persons account number is *************. If there is any questions please call ************

  

  Business response

  07/12/2024

  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

  07/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a hotel stay at ************* and casino for ****** there was a 50.00$ hold which equals to $211.23. The hotel has already showed proof of transactions completion and my total due was 0. Cashapp is withholding this transaction and keeping my 50$ hold. Id like this transaction processed correctly and refunded. *** tried contacting cashapp however there has been no live representatives to talk and **** an advocate states I need proof of a receipt from the hotel in which I provided and cashapp is still refusing to refund. I also requested a live agent and they also refuse.

  

  Business response

  07/11/2024

  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

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cashapp refused to help me dispute charges when I did not receive what I have paid for, completely denied any refund (even partial). I find this completely unprofessional that nothing is even being considered.

  

  Business response

  07/11/2024

  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

  07/11/2024

   
  Complaint: 21941282
  
  I am rejecting this response because:
  Cashapp is telling me to convince the scammer to give me my money back. It is clear the scammer is not going to refund me. In my personal opinion, there is no way there shouldnt be loss prevention on cashapp, because they are continuing to allow scams to happen without punishing the scammers accordingly. So many other apps, like PayPal among others, are able to do loss prevention, so why not cashapp? It is greedy and predatory.
  Sincerely,
  *************************

  

  Business response

  07/15/2024

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 07/11/2024. 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 respond directly to that email.
  
  
  Thanks,
  Cash App
  
  

  Customer response

  07/15/2024

   
  Complaint: 21941282
  
  I am rejecting this response because:
  At the very least the business could set up an investigation so scams like this are reduced. I would love to get my money back because I was promised services that have not been delivered.
  Sincerely,
  
  *************************

  

  Business response

  07/18/2024

  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 07/11/2024. 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

  07/18/2024

   
  Complaint: 21941282
  
  I am rejecting this response because: 

  while getting my money back was the main reason I contacted the BBB, I would at the very least like to see the account that scammed me get IP banned so they dont do this to anyone else. It is unfair to the users of cashapp to have a known scammer still have an account 
  
  Sincerely,
  
  *************************

  

  Business response

  07/19/2024

  No further information to provide/action to take. The complainant has been provided with an accurate and complete resolution regarding payments for which they state they did not receive their goods. 

  
  The complainant was advised that Cash App is unable to cancel or refund completed payments. 

  
  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 resolution was communicated to the complainant via email on 07/11/2024.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently got a refund from A***** but cashapp refuses to release my money. They keep saying it take 7 days for the transaction to complete and it’s been way pass 7 days it’s been a month already and they refuse to give me money funds.

  

  Business response

  07/10/2024

  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
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account was hacked by a merchant tik tok and ****** tik tok Ive called numerous times to have the situation fixed. Ive never order or bought anything from a tik tok. Thats not the biggest issue, everytime I call they either lie and say they are doing a dispute (I have case numbers) or hang up and tell me to just change my card. I have let them know I cant change my card at the moment because I have important bills that need to go through this account but if it happens again it will be my fault so I wont ask for my money back however this first time is on them for allowing a merchant to hack my account and how many other accounts have been compromised without them helping. There has been over 50 transactions that went through on my account equalling ***** and I just want my money back. Instead they allow my account to be hacked with no resolve. My next step is to file a legal complaint because how many customers are they doing this to. Please give me some assistance on this matter so it doesnt have to go any further

  

  Business response

  07/11/2024

  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

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was not able to withdraw money from the PA ILottery because they needed me to provide proof of ownership of one of my Cash App cards that was lost or stolen. They told me since the card was lost or stolen. I needed to get a letter of ownership from the company, the companies that I had the card with is cash app! I chatted with Cash app told the chat person, I needed a letter of ownership and they told me they dont provide one! So now I cant get my money from the PA Lottery all because my cash app wont provide me with a letter ownership of a card that I used to have with them and since have gotten a new card with them. So I asked the cash app chat lady for their address so I could file this because theres two in ********** and one in *******. She refused to give me the address address.

  

  Business response

  07/11/2024

  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

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was disputing multiple times of money totaling $233.00 being sent out. I even attached pictures. The first was by a person whom I do not know. I did the report and since my phone was not stolen I was denied a refund. At that point I ordered a new card. Shortly thereafter a different person was given $50.00 & it was also processed with no email of the transaction. Yet again no clue who this person is or what it was for. Plus it was done while I was working. All of these transactions from these 2 individuals I never received an email like past authorized transactions. I find that to be something of importance showing that it could be fraud. Now when I have ordered from T*** or sent money to Vanna I received emails of the transactions. I thought the issue was my card had been hacked so I ordered a new card. While I waited for Cash app to investigate. I have not activated the new card and thought my account was frozen/locked. So then when a transaction of $50. went through while I was at work and my new card was not activated I then reported that transaction immediately while on my lunch break & was told my refund was denied since I had my phone. I did NOT AUTHORIZE anything for either of these people & I feel that Cash app didn’t look into this or provide any information to me to prove that it was me or what the money was for. So since that day I took my banking information off and will not use cash app ever again! Horrible customer service! With little to no information of said transactions. In total person #1 received $ 233.00 & person # 2 received $50.00.

  

  Business response

  07/10/2024

  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
  
  
  
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  JUN 27, 2024 I'm a small business owner, own and Operate a digital marketing company. I rarely use Cash App, but reserve it for clients whom prefer to use it for payment. Last week a client sent $3,000 to our cash app to launch a new online campaign which was time sensitive for the client. As a business we cannot launch campaigns without a deposit and we operate with a few employees and we our highly dependent on cashflow to stay afloat. Cash App held the $3000 in their account, with no email, phone call or explanation to our company whatsoever, when we go to transfer the money to our bank or debit card, we get an automated message that says "suspicious activity" on account under review, but when we call or email support, nobody at Cash App can explain why it's under review, or offer any explanation as to why they are holding $3000 from our client and us ...... this has been going on for over a week !!!!We have sent multiple messages to support and only get autobots responding or after waiting online for 30 minutes, get a "virtual advisor", probably someone in another country, that also has no idea why they continue to hold the $3000, but they claim they will "escalate" the issue and "someone" higher up will call or email us ..... it's been a week, and we have received zero calls, zero emails, zero response. We continue to call and email with support on online chat, but continue to get the run around, same thing over and over again. They won't even sent the money back to our client upon request, so he can pay us thru a different method. Cash App does not have anyone that can solve the issue when we call their customer service number, they often refer us back to the online bots or say they are going to Escalate it and someone will call or email Back, but nobody ever does. I can only imagine what others must be experiencing, and I think this is horrific customer service, and borderline criminal to treat customers this way, and hold their money.

  

  Business response

  07/11/2024

  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. ↩