ComplaintsforCash App

• Initial Complaint

  04/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cashapp is holding my incidental deposit from Residence Inn. It's been 3 weeks and cashapp has been giving me the runaround about releasing my funds. I upload the zero balance that they requested just for them to turnaround and say that they still want release my funds. The hotel also stated that I am not the only person that cashapp has done this to. The hotel released my deposit as soon as I checked out of the hotel. I want my funds.

  

  Business response

  04/23/2024

  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

  04/23/2024

  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. My funds were released to me
  
  Sincerely,
  
  Tempest *****

• Initial Complaint

  04/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am the Accounts Payable Manager for ***********************************************, **** We have an account with ********************** and for the past 2 weeks we have tried to resolve the issue of retrieving the funds in our account. We have been requested by Cash App to submit information that will be used to verify that we are a business, and we have several times via the app and email. Still no resolve has been accomplished and we have several hundreds of dollars being held that is impeding our daily operations of business.Good morning Pastor ****** is our information submitted on April 19, 2024 Good morning Please find requested information below Type of business - Legal business name *********************************************** - Business address ************************** category NONPROFIT/CHURCH - Taxpayer Identification Number (TIN) - for nonprofits, this will be your Employer Identification Number (EIN)03-0472236 - Estimated annual revenue ******* Well also ask for responses to the following questions, which may require manual document verification:- How is your organization registered (church or religious org., charitable org., private foundation, or other)?CHURCH - Do you have operations outside of the US? NO - Do you have donors outside of the US? NO - Do you contribute funds to organizations outside of the US?NO

  

  Business response

  04/23/2024

  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

  04/23/2024

  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

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In July *************************************************************************** May 2022 that turned out to be a scam. The representative would not allow me to do so at the time. Stating the transaction was too old. I now realize that statement was not true. I proceeded to file a police report, a FTC report and a civil lawsuit against this individual. CashApp continues to do business with this person. Meanwhile, I'm fighting to get my funds returned to me. I've done everything CashApp has asked me to do in the last two years. I am a disabled person with ongoing health issues. So, between hospital visits and trying to take care of myself, I've been fighting to have my funds returned to me. Zelle decided to refund customers were scammed in November 2023. CashApp should follow suit. Especially for people like me.*******************************************************************************

  

  Business response

  04/22/2024

  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

  04/22/2024

  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, for now. **, a manager with Cash App has contacted me via email. Also, *****, another manager with Cash App, is helping with me case. I have submitted all the documentation asked for by Cash App.

  ** and *****, thank you so much for your prompt attention to this matter.

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

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was working with a person to take over dog ownership, they stated the amount of money as a deposit, once the deposit was sent the person processed to request more money. I immediately cancelled the payment through CashApp where I sent the deposit to the merchant and requested the seller issue the refund. They stated they would send the refund but never did. CashApp is stating that due to the transaction being complete there is nothing they can do to assist but for me to request the refund from the merchant. I have reached out to CashApp three times to receive assistance, as I filled a report immediately on 4/14/2024 and reported it as scam. I also went to their chat support twice, one person told me they opened a case (case# *********) and then I followed up on 4/17 and was told that I didn't provide all the proper information for them to do the investigation, I then proceeded to call to speak to a representative over the phone and the person took all of my information put me on hold and then came back to tell me there was nothing they could do and my case was closed. I requested to speak to a manager, and they told me I could only speak to a manager via email, and they would reach out and then proceeded to ask me if I had any additional concerns or was satisfied with his support, which of course I said no. I have filed a dispute with my bank on 4/16 reporting the transaction as scam because the transaction has cleared my account. *********************** statement online states that if you have been scammed to report it immediately and they will assist with getting you a refund and so far they have done nothing to assist with this issue or refund, especially when this is clearly a scam and the merchant took money without delivering services and then proceeded to request even more money and now they are unable to be located because they have removed their information from *************

  

  Business response

  04/21/2024

  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

  04/21/2024

   
  Complaint: 21592493
  
  I am rejecting this response because: I was told previously that a manager or someone of higher authority would reach out to me when I called on the 17th to file a compliant and report the spam again and I have yet to hear back from anyone, so this does not give me the confidence that they will truly handle this situation. 
  
  Sincerely,
  
  *****************************

  

  Business response

  04/23/2024

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 04/21/2024. 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

  04/23/2024

   
  Complaint: 21592493
  
  I am rejecting this response because: it is not addressing the matter at all and their response is repetitive, but its not going to change the outcome on how dissatisfied i am. You can close this with a negative impact to their ratings. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/14 I tried to get gas at the shells gas station. It didnt charge me and I never got gas from them. I used my cash app card and cash app is stating shells have to release my funds. Ive already spoken to shells and they said its cash app. Cash app is giving me the run around about authorizations at gas stations when I showed them proof from my emailed receipt that the pump was unused and $0 was charged.

  

  Business response

  04/19/2024

  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

  04/19/2024

  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

  04/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello. On March 9, 2024 I was at ******** The computers there froze. I paid with a different card. I told this to CashAppa as well. They denied my dispute and claim the charges are authorized. Wad hung up on by three agents and one by chat ad well was rude to me. The customer service is very poor and I am very upset with CashApp. I want them to understand I did nit authorize my cars on March 29 which was when ******* charged me again. They are just rude and lack customer service skills.

  

  Business response

  04/18/2024

  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

  04/18/2024

   
  Complaint: 21584372
  
  I am rejecting this response because:
  I am waiting for them to respond

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

  

  Business response

  04/19/2024

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 04/19/2024. 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

  04/19/2024

   
  Complaint: 21584372
  
  I am rejecting this response because:
  **Firstly, I maintain my position that every individual I have come across within your organization displays rudeness and arrogance. The behavior exhibited by all of you resembles that of robots rather than humans. It is imperative that you focus on enhancing your communication and customer service skills across the entire company. Being abruptly disconnected on multiple occasions only added to the negative experience.**

  
  

  **Secondly, the level of customer service provided during my interactions with your company was the worst I have ever encountered. The lack of empathy and understanding shown towards customers is truly disappointing. The way in which my emotions were triggered demonstrates a severe lack of awareness on your part regarding the struggles individuals may be facing.**

  
  

  **Lastly, it is crucial for your company to recognize the impact of your actions on customers. The dismissive and unprofessional behavior exhibited by your employees can have lasting effects on individuals. It is essential to prioritize empathy, understanding, and effective communication in order to provide a positive customer experience. I have contacted ******* and they have manually reimbursed me for the $147. No thanks to you all. You are a horrible company and I will never do business with you again. Your level of customer service is beyond unfair and disappointing. 

   

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

  

  Business response

  04/22/2024

  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 04/18/2024. 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

  04/22/2024

   
  Complaint: 21584372
  
  I am rejecting this response because:
  They lack honesty and they handle their affairs in an unfair manner. They treat customers very badly. They have no plans to assist at all. I handled it already with ******** CashApp is not respectful and treated me rudely nit like a valued customer. I will never deal with them again.
  Sincerely,
  
  *************************************

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am requsting my money of ***** back on my cash app acct for this ca $Booksamanda which they are scamming me and who knows other people posting on ******** to buy a vehicle which i put down payment of $500 and next day another $500 I requested the money back and they declined it and I feel when this happens with consumers cash app needs to refund the money and then go after the acct that has the **********************. Its very sad that consumers are not being able to get back there money to use this service and its starting to be a very scammer company. i want my money back,.

  

  Business response

  04/18/2024

  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

  04/18/2024

   
  Complaint: 21580779
  
  I am rejecting this response because: first of all, cash app should have honored that I am reporting a user of scamming consumers, and I provided proof of what happened and i tried to reach out to the cash app recipient and they declined the request to send back my money. I know there is a debit card linked to that cash app and I feel for consumers that are using cash app they should be able to go after the recipient especially when they are scamming consumers out of their money. cash app does not want to take responsibility for when money is sent to recipients that scam or when the consumers are out of there hard earn money due to sending to either incorrect cash app acct and they are quick to say reach out to the recipient that declines sending back your money but its fraudulent when a cash app recipient is keeping some one Elses money and not returning it. I feel cash app should investigate $booksamanda cash app and their debit card that is either linked to the cash app or the recipients cash App debit **** card used which is issued to cash app. I want my refund from cash app to be returned to my cash app account because this is why i went to the better business bureau to have this investigation started and also to be an advocate for others using cash app for services and for business.
  
  Sincerely,
  
  *******************************

  

  Business response

  04/19/2024

  
  
  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 04/18/2024. 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

  04/19/2024

   
  Complaint: 21580779
  
  I am rejecting this response because: I feel caah app should of took full responsibility due to the fact that $booksamanda cash app is using cash app services to scam consumers fradulently. I feel they need to reinburse me my$1,000 that was sent and the recipient declined which indicated it was a scam to me. I been using cash app for years and never had any problems. Cash app seems not to reinburse knowing its a very used by many people. I want to be a advocate to consumers so it does not happen to others using cash app.
  
  Sincerely,
  
  *******************************

  

  Business response

  04/23/2024

  
  
  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 04/18/2024. 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

  04/23/2024

   
  Complaint: 21580779
  
  I am rejecting this response because: I just want my money refunded which the 2 transactions were sent to add cash to ************ which was a total of $1,000 which was used from my cash app account. I sent all the documentations on the screenshots of the cash app $booksamanda in which this person used cash app for fraud in which I was scammed, and cash app needs to refund me my money as the consumer trusting to use their services for my money that should be federally funded and covered through cash app. 
  
  Sincerely,
  
  *******************************

  

  Business response

  04/24/2024

  No further information to provide/action to take. The complainant has been provided the accurate and complete resolution regarding the $1,000.00 they sent to another user.

    
  The complainant was advised that Cash App is unable to cancel or refund completed payments. If they would like to recover their funds, they will need to work directly with the recipient.  

   

  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 04/18/2024.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cash App closed my account. I have reached out to support multiple times asking why, and asking how I can get it back. On the app's support chat, they have told me multiple times that they've escalated the case and will send me an email from their support staff. It's been almost four weeks, and I've yet to receive any updates. I've gone to the app a few times to request an update, and they just keep saying "we've escalated your case and our team is working hard to resolve your issue." I would like my account back immediately.

  

  Business response

  04/17/2024

  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

  04/18/2024

   
  Complaint: 21577249
  
  I am rejecting this response because: They refuse to provide a reason for terminating my account. I reviewed the Terms of Service cited, and I do not believe I have violated any of them. I demand an explanation and a chance to argue for my account to be reinstated.
  
  Sincerely,
  
  *********************************

  

  Business response

  04/19/2024

  
  
  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 04/18/2024. 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

  04/19/2024

   
  Complaint: 21577249
  
  I am rejecting this response because: I did respond to the email they sent me, and they still did not adequately address my issue. I am once again demanding an explanation for why my account was deactivated. I have done nothing wrong and it is unacceptable for them to close my account without at least explaining why. I want my account back.
  
  Sincerely,
  
  *********************************

  

  Business response

  04/22/2024

  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 04/18/2024. 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

  04/22/2024

   
  Complaint: 21577249
  
  I am rejecting this response because: it's the same response as last time. I am still demanding an explanation for why my account was closed. I want my account back and they're being completely unreasonable.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a person named fufu **** take 160 off my cash app when I found out what he did I immediately went to cash app support but they would not listen to me they got the money now my bank is over drawn 160 I came to them several times they hang up on me and won't help me

  

  Business response

  04/17/2024

  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

  04/17/2024

   
  Complaint: 21572290
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************* I just want my 160 back

  

  Business response

  04/18/2024

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 04/17/2024. 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

  04/19/2024

   
  Complaint: 21572290
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cash App claims that ******* has a hold on my money but I spoke to ******* and they sent me the attached document showing a zero balance and that they are clearing not holding my money so the representative from cash app is lying. Cash app has held my money for a week now and I will certainly be closing my account once this is resolved!

  

  Business response

  04/16/2024

  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
  

*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. ↩