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

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

• 

  Cash App

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

  

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:12/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  my phone was stolen while i was out of town. the person who stole my $300 nov 19th took advantage of me and left my phone outside n i found it a day later nov 20th when i disputed the charge with cash app it was denied because they said i authorized the transaction and i did not! i asked to speak with a supervisor or appeal the decision and nothing was ever done. *** called emailed and i will write a letter to there corporate office. everyone kept telling me the same thing as if was copy and pasted. the fact no one can help me get MY money that was STOLEN from me back is absurd. the whole process was very stressful and none helpful. every advocate *** spoken to has been completely CLUELESS and rude i waa hung up on multiple times. something needs to be done!

  

  Business Response

  Date: 12/16/2022

  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: 12/16/2022

  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.
  thank you sooo much !
  Sincerely,
  
  Nautica *****

• Initial Complaint

  Date:12/07/2022

  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.

  The app makes it too easy to switch to a business account but impossible to switch back to personal. A while back I accidentally hit the button to convert to a business account. I dont recall being asked to confirm or seeing any other screen. Just a touch of one button and my account was changed to a business account. I tried but wasnt able to figure out how to change it back, it turns out we dont have that option you have to contact them which is not always possible. Thinking it wouldnt affect me, I left it as is only to find out Ive been getting charged a fee every time I receive money. None of the payments sent to me were for business purposes, all were personal but they refused to refund me all the fees when requested. Now Im being told I might get a **** for payments received. This account has never been used to accept payments for any goods or services provided and I shouldnt be made to pay taxes on personal money on top of all the fees they have charged me over the past year. I would like to have all those fees they deducted from my personal money to be refunded to me.

  

  Business Response

  Date: 12/13/2022

  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:12/07/2022

  Type:Customer Service 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 reported my card stolen. Scammers got into my card and compromised it. They continue to give me the runaround on getting the physical or virtual card. I have been going through this since September.

  

  Business Response

  Date: 12/15/2022

  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:12/07/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The transactions about the unauthorized charges I have uploaded them on your system so you can view them because those charges was December 3rd through the 6th and I have contacted the cash app and told them that this is fraudulent charges on my account and authorized charges also and then the next day they emailed me and told me that they denied my claim and I want to no one explanation why they denied my claim because these charges was unauthorized and I did not consent to these charges I don't know where these charges come from or the person who did it and I also told the cash app I contacted PayPal and they did investigation and seeing that the charger was unauthorized for three other transactions and I screenshot them the email that PayPal sent me showing the proof that some of these charges that was said from PayPal was unauthorized and they yet have did anything about those charges also I just want to be treated Fair and get my money back to me because I am a disabled person on a fixed income and I don't have no money to give nobody and just to take money from me without my consent

  

  Business Response

  Date: 12/13/2022

  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: 12/13/2022

  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 and I have notified them by email just about every day and they told me they was going to send me proof why they denied my claim and they have not sent it yet it's like they're ignoring me I have six fraudulent charges on my account and they're not trying to help me get my money back because I don't know how these charges got taken out of my account and I did not consent to none of those I even told them that the people from PayPal said that I had fraudulent that I had charges and activities on my account and they didn't do anything about it either I even upload them proof what they had said and I just re-uploaded to you guys the shots of the other charges that was taking on my account and a reply that it has sent me from cash app that they sent today and again thank you and sincerely *****************
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/07/2022

  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'm waiting on a direct deposit and every time I get a direct deposit it always comes late I still haven't received my direct deposit today the payroll for my job was done on Monday I should have had my money today I'm very upset and I'm very angry and I would like my money my money is supposed to be coming from *** delivery Amazon

  

  Business Response

  Date: 12/13/2022

  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:12/07/2022

  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 broke my cash app card then taped it and tried to withdraw money from an ***. The *** then kept my card. I contacted cash app to retrieve my money but they continue to give me the run around. I've done everything they ask me to do to prove to them that I am who I say I am. First they tell me to open up a new account which I did so they can transfer the money to the new account then they tell me that they are unable to transfer the money due to security purposes. Then they tell me to link a bank debit card to my cash app card which I did and they tell me that they still can't do it due to security purposes. I asked them well how do I get back my money and they tell me that they can't answer anymore questions about this particular case and is there anything else they can help me with. All I want is my $336. They continue to give me the run around. It seems to me that they are hustling me. I've been trying to get my money back for 10 months can you please help me. The number that the money is under is ********** cash tag $jbowles1234. The cash tag I need my money to go to is $jtbowles1

  

  Business Response

  Date: 12/13/2022

  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:12/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 made a transaction sending $20 to my sister on Friday 12/02/2022. When the transaction went through the screen said "2 payments sent" and showed the name of a woman I do not know. I tried to cancel the payment but it didn't work so I went to Cash App support chat to make a complaint. The chat bot told me that someone would contact me about my issue through email. A few days later I received an email saying my request for assistance was denied and the issue was closed. There was no information about the security of my account, so I called the Cash App support and spoke with a representative, he informed me that he would open another claim and that I would have to wait to receive an email again. I waited and received another email saying my request was denied, once again with no information about the security of my account, how someone got access, or if it would happen again in the future. I decided to call again, this time I asked (repeatedly) to speak with a manager, the representative refused to transfer me to a manager and when I asked for more information about the issue, she hung up the phone on me. So I tried to call again and this time I asked to cancel the account. I explained that I had been a client of Cashapp for years and that it was very disappointing to have to cancel because I didn't have any account security or better customer service. The woman explained that she couldn't cancel my account on the phone because I had investments and that once again I would have to wait for an email. So now I'm unsure of how my issue is being resolved and I'm nervous about using the app because I don't know if I was hacked or if by using it someone can gain access to my phone in some way.

  

  Business Response

  Date: 12/13/2022

  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: 12/14/2022

   
  Complaint: 18537184
  
  I am rejecting this response because:

  I tried to close the account myself and didn't get a definite response. I need confirmation that my account is closed and no longer connected to their business.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/16/2022

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 12/13/2022. 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: 12/16/2022

   
  Complaint: 18537184
  
  I am rejecting this response because:

   

  I need to know my account has been cancelled. I do not want to contact Cash app support because they were rude and unhelpful. Please help me get confirmation that my account is cancelled.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/22/2022

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 12/22/2022. 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: 12/22/2022

  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

  Date:12/07/2022

  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 processed a transaction and was advised it was voided and will be returned back to me i contact cash app and they will not respond I asked for a manager no answer. 1k has been pending for 2 days I want my money back and for the transaction to be canceled has already been canceled on the other end. Horrible customer service and no one replys back was speaking to ******** and he did not reply at all

  

  Business Response

  Date: 12/13/2022

  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:12/07/2022

  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 was making a purchase,old navy claims it didn't go thru..yet 43$ is on hold...cash app won't do anything! They are giving me the run around...this has happened before..cash app does not care about the customer! I will not continue to be stole from.

  

  Business Response

  Date: 12/13/2022

  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:12/07/2022

  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.

  My entire paycheck was taken out of my account and cash app denied my money back but refused to provide me as to why

  

  Business Response

  Date: 12/15/2022

  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