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 has 3 locations, listed below.

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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:10/03/2022

  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 discovered that my cashapp account had been hacked into for over $1000, with approx ***************** one week from 9/15/-9/25. I was never notified by cashapp to give the usual approval for the fund transfers. I immediately called my credit union and cancelled my debit card to which the cashapp account was linked. I called cashapp on 9/30/22 and filed my complaint. I was assigned case #******** and was told they would begin an Account Takeover Process. Within hours I received an email denying my request for restitution. Now they are saying they cannot do any more investigating because I canceled my cashapp account. It was an obvious hacking of my account because none of the ************************************************ disapproval. I feel cashapp should be responsible for not having *************.

  

  Business Response

  Date: 10/04/2022

  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:10/03/2022

  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 am contacting the BBB because I am not getting a resolution through CashApp or Air B and B. August I filed and immediate claim with CashApp after a stay at an Air B and B in ******** after I was having a hard time getting a resolution form Air B and B. We booked a family getaway to ************** to celebrate a family members 50th Birthday. First we were not aware that when we booked this location is was a family's primary residence and that they rented it out. Secondly food was left in the oven (a Box of *******************, laundry was left in the washing machine, one of the toilets on the first floor was leaking constantly and the house wasn't the cleanest. In addition the description said it slept more than what it did. We had family come to ******** from South ********, ******** and ***** for this. We spent over $4000 to rent the place from a Friday, August 19, 2022 to a Sunday, August 21, 2022. We contacted Air B and B on August 21, 2022 to make them aware of the situation and request a refund. Air B and * made us angry because they said if we were not pleased with the accommodations why didn't we go somewhere else. After spending that much money how do they think we could just go somewhere else. We ourselves traveled from ********, ** to **************, **. We just could put out that much money again and at the last minute trying to find a hotel for 14 people including a baby. Because Cash App carries the **** logo we are reached out to them hoping that they could help us. But were advised each Financial Institution handles their complaints and that **** could not be of any assistance. We disputed this with Cash App on August 22, 2022. We received an email from Cash App stating that they received our dispute on Sept 7, 2022 and that it normally takes 10 days but could take up to 45. I know often times if you wait too long your dispute will not be honored. I will also be filing and Air B and B complaint with the BBB

  

  Business Response

  Date: 10/04/2022

  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:10/03/2022

  Type:Order 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 stayed at a hotel on 9.24.22 the Crown Plaza Downtown ******. I am a high level rewards member with *** which allows me to obtain free nights and or pay lower rates using points and cash. On this occasion I paid with points and cash as I booked my reservation through the *** site. When I checked into the Crown Plaza which is a *** properties. I was required to pay an incidental hold which was to be released upon checkout of the hotel. In my previous stays the incidental is normally released within 2-3 days. When I noticed it was still on my account pending I reached out to Cashapp and was advised that if I could provide a copy of my bill showing $0.00 charge they would return my funds to my balance. On **** *** honored my free night and allowed me to only use points and not funds as a free night stay. Cashapp added the rate back to my card but continued to hold the incidental fee. I reached out because logically if the rate was returned what would be the reason to hold my incidental fees. They told me to get a zero balance folio which I did and they continue to not what to release my funds back to me. It has been verified by Crown Plaza and *** that they have released all the funds so I am confused as to why they are giving me a hard time when the merchants have confirmed I have no more obligation to them.

  

  Business Response

  Date: 10/04/2022

  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:10/03/2022

  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.

  It has been a month since my account under CashApp was abruptly closed by CashApp. That was the last time I spoke with their customer/technical support ***** based group which is outside of the U.S. The main issue is CashApp has left my account in limbo where remaining monies for my account (this includes $160 on my son's cashapp account linked as a family account) and stock that I purchased through CashApp. These monies are locked and cannot be withdrawn. CashApp has not contacted me with any resolution. The only statement that I got from the phone call when I asked to speak with a supervisor was that my request was being "escalated" and they could not provide a defined time when someone from the "escalation" group would contact me. As stated at the beginning of this complaint it has been a month and I cannot access my money or stock that is tied in with CashApp. My next step is filing complaint with FTC. MY resolution to be able to get ALL of my money off that payment platform including my son's (minor) account and the stock so that I can move it into a land-based (US *************** financial institution. **********************'s parent company is Square they developed this money-platform app.

  

  Business Response

  Date: 10/04/2022

  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:10/03/2022

  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 went to the atm to withdraw MY MONEY from my cashapp card. Before I grabbed my money from the atm, the atm sucked the money back in. I was told there's a timer on the machine and that happens if you dont grab the cash in time. So, the money was sucked back in and returned to Cashapp. I contacted cashapp to retrieve my funds. AllPoint advised me to ask for a provisional credit, unfortunately Cashapp refuses to offer anything saying it could take 45 days for the issue to be resolved. I dont have 45 days and that was my rent money for October. Im at risk of being evicted due to Cashapp's refusal to return my cash of $400 back to me. Im requesting a refund as soon as possible or I am filing a lawsuit against this company.

  

  Business Response

  Date: 10/04/2022

  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