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

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

  
• 

  Cash App

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

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:09/02/2025

  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 August 8, 2025, I attempted to send $60.00 to ***** via Apple Pay using my Cash App Card. The transaction is marked as Completed in my Apple Wallet history, and $60.00 was deducted from my Cash App balance.However, ***** did not receive the funds from this transaction. Because the payment never reached her, I had to send a second payment of $60.00 using my ********* card, which was successfully received.This left me having paid twice, while only one payment was actually delivered to the recipient.I filed a dispute with Cash App and provided supporting documentation, including:Screenshot of Apple Wallet showing the Cash App Card transaction marked CompletedCash App statement showing the $60.00 deduction Proof of the successful $60.00 ********* card payment received by ***** Despite this clear evidence, Cash App denied both my initial dispute and my appeal, refusing to return the $60.00 deducted from my Cash App balance.This is a violation of ***************************** Transfer Act), which requires financial institutions to investigate and resolve errors where funds were deducted but not delivered. It also qualifies under card network dispute rules for reversal, since no goods or services were received in exchange for the payment.Resolution Requested:I am requesting that Cash App/Block, Inc.:1.Refund the $60.00 that was deducted from my Cash App balance but never received by *****.2.Provide confirmation that this case has been corrected and closed.Thank you for your assistance.Amount in Dispute: $60.00

  

  Business Response

  Date: 09/09/2025

  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: 09/09/2025

   
  Complaint: 23830536
  
  I am rejecting this response because: they are refusing to apply my money back to my account. Ive expressed to them on numerous occasions that Ive contacted ***** support who advised the payment was declined by the ****. ***** support was not able to help me and referred me back to cash app.

  There should be an easier way to figure out how my funds have disappeared between Apple Pay and cash app. Cash app is saying it shows payment completed but are not trying to trace the money and figure out why its in limbo. ***** support was not been able to help me. At this point Im feeling like cash app is stealing from me.

  I had to use a different **** card just to pay for services because the money didnt send. Ive provided proof and everything. I could understand if I made a mistake but this is technology were talking about. I cannot control or comprehend how the transaction isnt able to be traced and figure out where the money is because ***** support is telling me that the money isnt with them. So no Im not satisfied with the outcome. Ive been dealing with this for a month. Its insane.

  
  Sincerely,
  
  Breonnah ******

  

  Business Response

  Date: 09/15/2025

  
  
  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/09/2025. 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: 09/15/2025

   
  Complaint: 23830536
  
  I am rejecting this response because:

  I need a manager or someone from Cash App to contact me. The response they sent on 9/9 does not resolve anything.

  
  Sincerely,
  
  Breonnah ******

  

  Business Response

  Date: 09/17/2025

  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 09/09/2025. 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
  
  
  

• Initial Complaint

  Date:09/02/2025

  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.

  Cash apps cashbot stated Thanks for sharing those details. Based on how the *** reimbursement benefit works, once you receive $300 or more in qualifying paycheck direct deposits in a calendar month, you unlock unlimited free in-network *** withdrawals and one instantly reimbursed out-of-network *** withdrawal for the following calendar month. For example, if you received $300 in direct deposits in August, your benefit period would run through the end of September. However, the benefit only covers one out-of-network *** reimbursement per calendar month. If you made one out-of-network withdrawal in August and another in September, each should be eligible for reimbursement if you met the direct deposit requirement for both months.I made one withdrawal on August 20, 2025 and another one on September 2, 2025. I did not get the *** fee reimbursed for the September transaction. After contact customer service, a ********************** representative stated So your next one free out of network *** withdrawal should be after the next ************************************************************************************************ our case, your latest one was on August 20, 2025.This is misleading information and was not stated anywhere in their advertisement or website.

  

  Business Response

  Date: 09/09/2025

  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:09/02/2025

  Type:Billing 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 had an account with ********************** and I have never used the account for gambling activity or anything illegal. They said I violated terms of service and instead of telling me how I specifically violated the terms of service they send a manual of rules. I don't have my records because a cash app representative manually deleted my account. I have read and seen I'm not the only person cash app has done this too. I have only used my account to send or receive funds from family, use it when shopping online, pay bills and send security deposit for hair. I don't ****** at all.

  

  Business Response

  Date: 09/10/2025

  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: 09/10/2025

   
  Complaint: 23830225
  
  I am rejecting this response because: they continue to tell me the same thing but not specifically what terms of service I supposedly violated. They give random answers . I know I did not violate any terms of service. I don't ****** and have never used my cash app account for anything illegal and they can't or won't show proof that I did.
  
  Sincerely,
  
  Staconey ******

  

  Business Response

  Date: 09/15/2025

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/14/2025. 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: 09/15/2025

   
  Complaint: 23830225
  
  I am rejecting this response because: Cash app hasn't given me the specific reason as to what terms I violated. They had a representative that manually deleted my account so I lost all my records. When they say you violated they don't give you the specific term you supposedly violated. They give you a list of things or term that violate the terms of use but they don't tell the customer what specific reason or term you supposedly violated.
  
  Sincerely,
  
  Staconey ******

  

  Business Response

  Date: 09/17/2025

  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 09/10/2025. 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 Answer

  Date: 09/17/2025

   
  Complaint: 23830225
  
  I am rejecting this response because: I don't have any records because a representative from your business manually deleted my account and my records. You say there was an investigation done but I was not told what was specifically found. You keep giving me a list of terms violations but not the one I supposedly violated and proof that I violated it.
  
  Sincerely,
  
  Staconey ******

• Initial Complaint

  Date:09/02/2025

  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 tried to send money through CashApp to a friend on July 22 and put 'cuba' in the subject as it was for a Mission trip. The transaction did not go through and CashApp send me an email asking for an explanation. I provided explanation, but they still blocked my account. I called their customer service several times up to today and their associates have told me the can't help. They can't give me access to my $176 balance.

  

  Business Response

  Date: 09/09/2025

  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: 09/09/2025

   
  Complaint: 23830028
  
  I am rejecting this response because: CashApp has been dragging their feet while not releasing my money. I didn't break any law.
  
  Sincerely,
  
  Lovemore Masakadza

  

  Business Response

  Date: 09/15/2025

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/14/2025. 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:09/02/2025

  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.

  Cash app is not releasing our funds and has a hold on our account. We have asked constantly for an email reaching out to resolve this issue. There is $2,000 sitting in our account that we do not have access to and they are funds I need immediately to survive.

  Customer Answer

  Date: 09/02/2025

  On 4/13 a transaction with a Cuban flag was sent to my account which caused the account to be flagged. This transaction was for a plate of Cuban food my wife was selling and we have documentation of these plates. After our account getting flagged, we attempted to withdraw our funds only to be unable to access them in anyway way. We have been contacting customer service for months with little to no transparency on why these funds are taking so long to access. It has been 5 months of unethical withholding of our funds from the cash app team without any resolution whatsoever. It is not right for these funds to be withheld due to a flag emoji and adding bank account that belongs to me. Our case number is ********* and our cashapp tag is $saworkerpower .

  I demand the remaining balance of my account to be transferred to me immediately.

  Seeking $2,000

  

  Business Response

  Date: 09/09/2025

  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: 09/09/2025

   
  Complaint: 23829957
  
  I am rejecting this response because:

  I have been waiting for this to be resolved since May and am constantly being told it is being worked on. I was finally given an email response after months of asking which I attached, agreed to the terms, and still cannot access my funds. 
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/12/2025

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/11/2025. 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:09/02/2025

  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 was unintentionally scammed over a month ago. I filed a dispute with cash app and they lied and said the merchant provided services although proof was shown that I was scammed. Submitted a **** complaint on 7/30, its now 9/3/25 and no response at all.

  

  Business Response

  Date: 09/09/2025

  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:09/02/2025

  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.

  Cash app closed my account citing a terms and conditions violation when I only use the account to send money to friends and family. I have confirmed that my last set of transaction within the last year have only been peer to peer transactions. Refused to give me the reason for closing my account.

  

  Business Response

  Date: 09/08/2025

  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: 09/08/2025

   
  Complaint: 23829395
  
  I am rejecting this response because: no information has been provided to me in regard to why the incorrect account was closed. No activity since July 23rd. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 09/10/2025

  
  
  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/08/2025. 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: 09/10/2025

   
  Complaint: 23829395
  
  I am rejecting this response because no information was provided to me. The incorrect account was closed. It's entirely different person. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 09/12/2025

  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 09/08/2025. 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 Answer

  Date: 09/12/2025

   
  Complaint: 23829395
  
  I am rejecting this response because no information was provided to me. I don't have any email interactions from that date. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:09/02/2025

  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 have been working with Cash app for almost 2 years and without reason or any cause they close my account and claimed it was fraud it claimed I violatedthe terms of service which do not explain what I did wrong. I cannot get a straight answer from the chat line. I depended on cash app to take care of obligations on the first of the month they told me I would hear from them within 30days which has come and gone I think really all of our complaints and those who have made complaints should take up a class action suit against Cash App. I dont understand the terms of service or why they close my account.

  

  Business Response

  Date: 09/08/2025

  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: 09/08/2025

   
  Complaint: 23828663
  
  I am rejecting this response because:
  This is the answer Ive been getting from them since I had my problem with Cash App. Its like maybe Ill get frustrated and go away.
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/10/2025

  
  
  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/08/2025. 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: 09/10/2025

   
  Complaint: 23828663
  
  I am rejecting this response because:
  I never receive an email and Ive always been told to read the terms ********** however I do not understand the terms of service. Its like word salad and I never received an email so if you could please resend it as you have the correct email address on on file thank you very much.
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/15/2025

  
  
  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 09/08/2025. 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 Answer

  Date: 09/15/2025

   
  Complaint: 23828663
  
  I am rejecting this response because:
  
  I have never received an email or an explanation in plain simple English why My Cash app account was closed. I keep getting referred to terms of service, but its in word salad, which makes no sense at all and does not give me a reason why my Cash App account was closed. I dont feel like cash app is going out of their way to resolve the problem with a full and truthful explanation. They keep blowing it off to their terms of service, which makes no sense.  These back-and-forth emails with the BBB is not accomplishing anything to resolve the matter.
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/02/2025

  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 received a payment from a US citizen client on August 22, 2025 via CashApp. To date the funds have not been released. I've contacted them almost daily and no one can provide a resolution or information regarding the issue other than they are abiding by their terms and conditions and whatever sanctions there are that are imposed by the US. The person is a US citizen so there should not be any sanctions. At one point they closed my case stating I had not contacted them in 3 days, which is untrue, and getting in touch with a supervisor is seemingly impossible. There is no justifiable reason for them to be withholding my funds of $103 US dollars.

  

  Business Response

  Date: 09/08/2025

  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:09/02/2025

  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 am frustrated and disappointed with Cash Apps handling of my refund request. I was charged $30.67 for a DoorDash order that caused food poisoning. After ******** refused to issue a refund, I reached out to Cash App and provided full medical documentation, including my doctors discharge paperwork, proving the legitimacy of my claim.Despite this, Cash App denied my request outright, with no follow-up or explanation. This level of service is unacceptable and demonstrates a failure to address serious, documented customer issues.I am formally requesting that Cash App issue a full refund immediately. I also expect a clear explanation of why my claim was denied, as well as assurance that their customer support will properly handle legitimate medical claims in the future.I am submitting this complaint to the Better Business Bureau in hopes of resolving this promptly. I expect a timely response and resolution.

  

  Business Response

  Date: 09/09/2025

  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