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:08/31/2025

  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.

  My account with ********************** was restricted. I was not notified. I made a few disputes three of them with one merchant all disputed the same dayonly one of those disputes were in my favor, which is hard to believe because theyre all the same place all different amounts and since I noticed it, I notified cash app now Im doing so restricted my account couldnt spend any of my money. Couldnt order a new debit card and was not notified of any changes.I have contacted customer support numerous times at least twice a day trying to gain documentation of why my disputes were denied Why they closed my account with pending transactions and active dispute. The account was closed on August 13, 2025 a refund was issued August 2025 cannot gain access funds refunded to me sent them a demand letter. I have failed to hear anything back. Ive notified them. Theyre illegally withholding funds without providing a court order or any explanation of why the funds willnot be released or transferred. Ive also notified to the person or persons to support that they are actively participating in illegally withholding funds without a court order. I provided everything in the demand letter. My letter is not being taken serious nor are my disputes taken serious. My rights have been violated, and I will be seeking action for legal withholding funds, providing our court order, sending false documents and down if this is done to me financially. I also can provide documentation on notifying them with the demand letter trying to retrieve these funds multiple times and trying to keep it out of court, but Ive been forced to involve the courts.

  

  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:08/30/2025

  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 July 15, 2025, my Cash App account was compromised. An unauthorized login from ******** occurred, my phone number was removed, and three ********** charges were made within minutes. I immediately secured my account with a remote ***************************** refunded two of the fraudulent charges but denied the largest ($522.75), even though all three were from the same fraud event and occurred under identical circumstances. At the time, I was verifiably in ********* (my flight itinerary and Lyft receipt prove this). My Cash App support chat history also shows fraudulent replies that were not written by **** am requesting that Cash App correct this inconsistent decision and refund the $522.75 charge. I have attached my full evidence packet, which includes travel records, Lyft receipt, account security alerts, screenshots of the fraudulent charges, and chat logs.

  

  Business Response

  Date: 09/07/2025

  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: 09/11/2025

   
  Complaint: 23821073
  
  I am rejecting this response because:
  It does not resolve my complaint.
  
  
  Cash App has repeatedly provided only generic responses and has not addressed the key facts of my case:
  
  
  There were three fraudulent ********** charges within minutes of each other from ******** while I was verifiably in **********
  Cash App refunded two smaller charges, but denied the largest ($522.75), despite all three being part of the same fraud event.
  My evidence packet includes proof of account takeover (phone number removed, fraudulent support chat replies I did not write, and remote logout) as well as travel records proving I was not in *********
  
  
  
  
  The business response simply repeats that my case is under investigation, but this has been the case since July with no resolution. I am requesting that Cash Apps Complaint Operations Team directly address the inconsistency in their decision and provide a substantive resolution, not another generic message.
  
  
  Sincerely,
  
  ****** ****

  

  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 09/07/2025. 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:08/30/2025

  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.

  Yes cash app sent me a email saying that they have received my direct deposit but when I go in my account its still pending and when I call cash app customer service number they told me that they actually doesnt have it cash app told to call my employer I did and they told me I actually got paid on the 28th of the week.

  

  Business Response

  Date: 09/07/2025

  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:08/30/2025

  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 have multiple transactions that where not me I talked to people that are cops that are smarter then me said I m owed thousands I had any desk pick on me want all the transactions and statements mailed to me and my card sent to me for free dispute *********

  

  Business Response

  Date: 09/07/2025

  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:08/30/2025

  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 have been a loyal Cash App user for over 10 years without any issues. On Friday, at 3:52 PM, my account card was suddenly frozen without any prior notice or explanation. Initial contact with customer service resulted only in vague information citing "suspicious activity" with no further details. --- **Details of Incident:** - Despite multiple calls from Friday through Monday (5-10 times each day), no clear information was provided until I connected with an agent named **** on Monday. - **** informed me there was a security hold under investigation by specialists and assured me the freeze would be lifted by Tuesday, 3:52 PM CST. - However, as of Tuesday 5:34 PM CST, my account remains frozen with no further updates. - When I contacted customer service again, I was told the issue still persists and all they could do was escalate the case to a specialist, ignoring my prior assurances and conversation with ****. - I have received no email notification from Cash App explaining this freeze or providing status updates. --- **Impact:** Because of this unfounded freeze and lack of communication, I was unable to access funds necessary to support my family during this period. This caused considerable distress, including being unable to provide food, resulting in emotional distress for me and my children. The handling of this situation by Cash App is unacceptable from a financial service providers standpoint. --- **Requested Resolution:** 1. Immediate unfreezing of my account so I regain access to my funds. 2. Clear, timely communication about the nature of the issue and steps being taken to resolve it. 3. Explanation and formal apology regarding the lack of communication and the undue hardship caused. 4. Assurance that proper notification procedures are implemented in the future to prevent similar experiences for me and other customers. --- Thank you for your time and prompt attention to this matter.

  

  Business Response

  Date: 09/07/2025

  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: 09/07/2025

   
  Complaint: 23820567
  
  I am rejecting this response because Cash App provided an AI response: 

  Cash App: After further review, I can confirm that the information previously provided is complete and accurate.
  

  Please note for any customer with a ********************** account this is the response that is provided for any account lockouts. This is the same response Ive been provided since May09. Also same response with customer service 
  

  Note my account has been locked since May and it is now September. At this point, I want my account closed and my $54.00 returned back to me.

  It seems this is discrimination. I want my money back and my account closed today.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 09/11/2025

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/07/2025. 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:08/30/2025

  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.

  CashApp has closed my account for suspicious activity since July 1st of 2025. My account info has not been shared with anyone, nor have I sent or received money for any suspicious or illegal situations or persons. I have $335.52 in my savings I have not been able to pull or withdraw to my bank account since July ***** have been trying to contact them through their customer support, and have not received the emails they told me I would get to help.I have had a pending payment to me from a roommate for rent since July 1st d well of $375, and have yet to get any update or information as to the status of receiving it.Cashapps terms say that if it is pending for more than 24 hours, it will return back to the original sender and it has not.They also will not update me to why it is still pending since this day (Aug. 30th 2025), or why I can't transfer my money back into my bank. I continue to just receive canceled messages. As I have contacted them almost every day since the issue, they give the same response each time of telling me that I will receive an email for the solution.

  

  Business Response

  Date: 09/07/2025

  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:08/30/2025

  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 filed a dispute for ***** because on August 12, 2025. I paid Lyft twice to travel to take a laboratory test for a job position I was hired. On August 28, 2025. I received report that shows the laboratory was lost by the place. I filed a dispute on August 28, 2025 and Cash App denied me. After I provided supporting details that showed the Lab test was lost and it caused an adverse action against me.

  

  Business Response

  Date: 09/07/2025

  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:08/30/2025

  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 have been dealing with Cash app for many years. Yesterday, I received a message out of the blue that my account was abruptly closed for gambling. There are countless other people who have had their accounts closed recently for the exact same invalid reason because we are not gambling. They closed my account and all of my kids accounts, one of who had her birthday money on it. I tried contacting them and they were of no assistance at all just telling me to wait and that I can never use cash app again and neither can my children. This is inconvenient and wrong because my paycheck deposits to this account and no one will help me or the thousands of others that they have just closed out.

  

  Business Response

  Date: 09/07/2025

  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: 23819291
  
  I am rejecting this response because: I have asked multiple times for proof of my violations and they will not provide it. They just keep saying that they are valid in closing my account with no proof. I have submitted the proof of our correspondence 
  
  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 09/09/2025. 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 reach out to support at ************************.
  
  
  Thanks,
  Cash App
  
  
  

  Customer Answer

  Date: 09/12/2025

   
  Complaint: 23819291
  
  I am rejecting this response because: Cashapp has not provided proof of the alleged violations although this has been 
  requested numerous times. If I violated policy , provide me with actual proof of it. We are adults and that is very unprofessional.
  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 09/09/2025. 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:08/30/2025

  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 recently scammed by another Cash App user and when I filed a claim with ********************** support, which is one of their available resolutions for these situations, they refused to refund my money even though I provided clear evidence that the other person was clearly a scam. When I requested the reason why they denied the claim, the documentation they provided was for the wrong claim that clearly has nothing to do with my claim. I then reached out to their customer support again who suggested that I reopen the claim and resubmit my supporting documentation, which now also included a claim from another person that they were also scammed by this same person. They then denied the claim again, and the only reason that they gave me for not refunding my money was that more than 60 days had passed since the initial payment was processed. However, I recently spoke to one of their customer service representatives who confirmed with a manager that even though the 60 days has passed, they are still required to investigate the claim and refund the money if I can provide enough evidence to support my claim, which I have. I explained to the representative that tried to resolve this issue with the other user several times before trying to request a refund from them, and the representative agreed that it was an acceptable reason to not submit a claim within 60 days.

  

  Business Response

  Date: 09/07/2025

  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: 23819095
  
  I am rejecting this response because:

  The following was my response to Cash App Supports response to my BBB dispute, which includes my reason for rejecting their reply. Also, they are not denying that I did not prove that one of their users scammed me, but just that I didnt dispute the issue with them within the 60 day timeframe, which I was never informed about thought this whole process until their last claim denial. So I cannot accept anything other than a full refund to revoke this issue fairly. 

  Reply to Cash App Support - 9/10/25

  Hi,
  
  Thanks for your response. I was told by one of your representatives named *** ******* who spoke to a manager who told him that even though it was past 60 days, that as long as I could prove that I was scammed, which I clear have, then I should still be able to get a refund. I also explained to him that the reason that it took longer than 60 days was due to the fact that I was doing everything I could to try to resolve this issue on my own, but then once I realized that the person would not pay me back, then I had no choice but to request a refund through Cash App support. Also, I have spoken to several Cash App support representatives and it wasnt until the last claim denial that I was told about this 60 days requirement. So I dont feel that I was fairly given a chance to properly resolve this issue through Cash App support. Had I known about the 60 day requirement, I wouldnt have taken up so much time to try to get the money back from the scammer on my own. So at this point, I do not accept any resolution that does not include a full refund from Cash App, since one of your users clearly scammed me out of my money, and it is only fair to your customers that you resolve this issue fairly by refunding my money. So I kindly ask to please resolve this issue by providing a full refund. I truly need this money back for my family.
  
  Thank you!
  
  **** *****

  End of Reply

   

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

  

  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 09/07/2025. 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: 09/18/2025

   
  Complaint: 23819095
  
  I am rejecting this response because:

  The following is my recent response to a CashApp Support email that I received last week, which I attached a copy of, along with the supporting documents that I provided them:

  Hi, 
  
  Thanks for your continued discussion with me. After reviewing the terms of service you provided as well as my supporting documents that I provided as part of both of my claims, the following are my reasons why I believe that Cash App should provide a full refund:
  
  - I did notify CashApp support on 5/25/26 & 5/26/26(Documentation of contact attached to this email) that I was having an issue with *** ***** when I requested my money back from him and he kept making excuses why he couldnt pay me back. That refund request then expired on 6/7/25, which you can see on my account activity. The terms of service only state that a I needed to tell CashApp support about the issue, which I did, but the terms do not state that I need to file a scam claim, although I did eventually end up doing so.
  
  - After the info I received from CashApp, and the fact that *** ***** never returned my $800, I realized that I was being scammed and I then attempted to request a refund through my bank on 5/26/25, but then I received notice on 6/25/25 that they denied the claim, and when I spoke to them by phone they said that I should resolve this through CashApp support as a scam. (Documentation of the bank claim and denial letters are attached to this email) 

  
  - I was then on a family vacation from 6/25 to 7/1 (Documentation of trip attached to this email) and when I returned from that vacation I then began the process of attempting to get a refund through CashApp. So, after reviewing the terms of service you provided, I believe that I did notify CashApp support within ******************** the terms of service, since I initially reported an issue with *** ***** and him not refunding my money on 5/25/26. Also, the terms of service state the following: If a good reason (such as a long trip, hospital stay, or other extenuating circumstances) kept you from telling us, we will extend the times specified above to a reasonable period. So although I did not submit a scam claim until the beginning of July, I clearly had extenuating circumstances, including my family trip and the fact that I was trying to resolve this through my bank before trying to get a refund through CashApp support. 
  
  For all of these reasons I provided, as well as all of the supporting documentation that *** ***** did scam me out of my money through your app, which no one at CashApp has denied, I believe that I should be provided a full refund of the $800 that I was scammed out of by *** *****. 
  
  Thank you!

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

  

  Business Response

  Date: 09/24/2025

  
  
  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 09/07/2025. 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:08/29/2025

  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.

  placed an order on july 31 for *****. I missed the pick up window so i was refunded ***** on August 12 for *****. Then on August 25 at 5:29am I was charged again *****. I reached out to the merchant and they have assured me there was not another transaction made it was refunded. I have reached out to cash app where they explained to me In generic messages that my claim has been resolved when in fact they have never took the tome to reach out to me or the merchant about the transaction. If cash app had reached out to the merchant about the transaction i would have never been charged. Over the course of 5 days my i have asked to speak to a manager on the phone they tell me they will reach me by email. Every email they have sent me each one has said the dispute has been resolved. So now im outta ***** because cash app refuses to do an investigation on the transaction. I sent proof of refund ive sent proof of transaction history and *** sent proof to them another transaction has not been made and they keep sending me emails only stating the issue has been resolved. Several occasions their customer service **** have told me that it will be resolved since i havent approved a second transaction. They also explained to me that i would have to figure out on my own how to resolve the problem. This is not the first time they have denied a transaction that i havent approved not made. The proof is literally on my account history. But they still refuse to refund me. Ive also offered several times to put the merchant on the phone to prove the transaction history but cash app refuses. Ive also spoke with the fraud department on 8-27-26 @ 6:13pm where the merchant had verified the refund and the only transaction on my account. ********************** has claimed i have made another purchase. My cash app card was locked the entire time. So the only way a transaction would have been approved is if cash app did it itself. I just want my refund for the item i did not purchase.

  

  Business Response

  Date: 09/05/2025

  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: 09/12/2025

   
  Complaint: 23818384
  
  I am rejecting this response because: Again still receiving generic emails. When i asked for proof of their investigation i got another generic email its been 2 weeks and im still waiting for the proof. I even sent more proof of the transaction and you keep giving me the run around just stealing peoples money. Can even speak to none. Ive asked over 20 times for a call and no its just these automated messages. I want my money back that u stole
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/16/2025

  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 reach out to support at ************************.
  
  
  Thanks,
  Cash App