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: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
  
  
  
  

• 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.

  On 11/30/22 my direct deposit from Dollar General was deposited in my account, but cash app declined it and claim to have sent it back. It was for $411.22, but as of 12/6/22 it has yet to be returned to Dollar General according to HR to be sent to another account. Cash app claim it was sent back at 12:39, after it was declined at 11:33 on 11/30/22. I need my money for bills, and all they keep saying is that they'll email me. I've yet to get an email,or my hard earned money. I want it sent back to Dollar General ASAP which is what I told them. It's for $CriminalSmooth

  

  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.

  On November 30, 2022, my cashapp card was hacked by a place called PHP Innskins for $2,950.00. I contacted cashapp and was trying to dispute these charges explaining my issue. I was told there was no dispute I could put in as all the transactions were still in "pending" status and I had to wait until they are in "completed" status. The next day December 1, 2022 the transactions were completed as I immediately called Cashapp to dispute all 14 transactions. Since that time they have been denying some of my claims with no explanation as to why. I have investigated and found reviews online that this same place has been hacking, scamming and stealing money from other people. I provided that proof to cashapp and they continue to deny my claims. That was my entire employment work check and I have been struggling since that time. I still have proof that others have been having this same issue. I want my money back, I need my money back as I did not make these transactions. I have locked my account, changed pin numbers since then and ordered a new card. It feels like they are trying to take it out on me because now I have no access to my card as they have not allowed me to activate my new card. I just want my paycheck back and I want to be done with cashapp. Thank you

  

  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: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.

  Monday 12/5/2022 at 8:30am I recieved a message stating my cash app account had been closed due to violating company policy. I started a chat to inquire about my account.The representative stated my account has been found to be in violation of our terms of service and or our acceptable use policy and has been closed. They also stated they do not have specific reasons why, but I can view cash app terms of service for possible reasons. I ask to speak with a supervisor, my request was denied. They stated the information was concrete and would not escalate it any further. I than stated how can something be concrete when you dont know what the issue is. Not until I stated I was going to contact the BBB they forward my complaint up the chain.I was asked two questions, Could you briefly describe what you generally use your account for? Can you provide some additional context to help us better understand your account activity? I stated personal use. They than stated they were unable to disclose specific information about your account on behalf of the team needed to review this. I stated I didn't understand, I have been using my account in the matter since the day I opened. I pay my rent to my landlord, I send money to family and friends. They than asked for my email and stated someone would email me. I asked if I could print my payment history for my landlord as those are my receipts. They stated no there was no way to print individual history. I did not hear from anyone yesterday so I sent another message on the chat for an update. No update could be given, I ask how long does this take and they could not give me an answer. I need my cash app as this is the only way I can send money to some people as not everyone has a traditional bank account. I cant use my debit card I have with them. It the lack of information and the matter in which they are handling the situation it the reason I am unset. How do you close someone account without evidence of wrong doing.

  

  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: 18536264
  
  I am rejecting this response because: No information was provide regarding why this account is under investigation ( what rules were broken, what triggered the inverstigation). How long this process can take. 
  
  Sincerely,
  
  ******* Love

  

  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: 12/17/2022

  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,
  
  ******* Love

• Initial Complaint

  Date:12/07/2022

  Type:Billing 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 am unlawfully being accused of violating their terms of services. I have reached out to cash app and they will not unlock my account due violating their terms of services in which they can not tell me which one. which I am being wrongfully accused of. I am requesting BBB help to unlock my account. If you need anymore information please let me know. My cashapp name is $bethannknee *****************************

  

  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/06/2022

  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 am reporting Apple Cash because on September 21st of this year I transferred $995.00 of my money to my Cash App account. The after transferring the $995 Cash App immediately declined the transaction. I have spoken to both Apple Cash and Cash App on numerous occasions for two months now and there has been no resolution to where my money is. Apple Cash tells me Cash App has my money and then Cash App tells me that Apple Cash has my money. This is very wrong for a person to have to experience just trying to receive my money back. I desperately need my money back because I am a mother of 2 and I am indigent living in every *****. Can someone please help me? Cash App Decline Transaction #************ Cash App Case# ******** Apple Cash Case Number ********* ; ********* Apple Cash Approval Code: ******. I am also reporting the Manager from Cash App known as MJ. ** contacted me after the BBB reached out to them cash app asking for account information and then telling me that she/he could not share any information and that there was nothing that they could do for me. How is this possible if it is my account? I really would just like my money back please.

  

  Business Response

  Date: 12/12/2022

  Thank you for reaching out. It looks like you've made us aware of this issue in Complaint ID #********. Please reference that complaint for our response. 
  
  
  Thanks,
  Cash App

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18535501
  
  I am rejecting this response because:
  I have no received my money back from Cash App. A lady named ** was of no help I gave all the information possible to get a resolution to this issue and Cash App fails to help. Apple Cash said the transfer went through and that Cash App accepted the transfer but as of yet I still do not have my $995.00

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

  

  Business Response

  Date: 12/14/2022

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 12/06/2022. 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: 12/14/2022

   
  Complaint: 18535501
  
  I am rejecting this response because:
  I have not received my funds and Cash App accepted the transaction regardless of them stating that the transaction was declined. **** has a proof of posting and an approval code for this transaction. I am under the assumption that Cash App refuses to give me my money back and are scamming me. Cash App is I believe fraudulent. 

  
  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 12/06/2022. 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: 18535501
  
  I am rejecting this response because:
  I uploaded the email responses to the complaint and you can clearly see that the employee by the name of MJ would not help me with the issue at all. I still havent received my money back from Cash App. 
  Sincerely,
  
  ******************************* ****** ********