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:08/27/2025

  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.

  On July 10, 2025, I went to an ATM and used my CashApp card and the machine malfunctioned and did not give me the $******. However, the money only was deducted. CashApp is REFUSING to contact ********* ************ on ****** in *********************** and keeps denying my claim with a generic response and will NOT investigate.The transaction was made by me!! I did not let someone use my card. When I reached out to cash app, they only allow you to use pre populated "scenarios" and the only one that fit was dispute transaction or unauthorized. However, no one takes the time to help AND the ************ said that cashapp MUST call them and get the receipt number so they can reverse the charges AND to get my receipt number which shows $0. I did not get any money ?? Cash App keeps responding saying that I authorized the transaction or gave my info to someone else and this response makes no sense. I SAID IT WAS ME!! I want my $375 that I fid not get when the atm malfunctioned. The receipt that has the time 1829 I tried to get $400 dollars, I did not have it, the receipt time of 1830 i tried ****** an error message came on the atm saying that it could not dispense the money even though I heard it counting in the machine. The drawer never opened for me to get the money. I backed up from the drive thru atm and went to the walk up atm and I received the insufficient funds receipts. I kept trying to get my money. Please help me get my money. Pull the cameras!!

  Customer Answer

  Date: 08/27/2025

  Good Afternoon, 

   

  Please see the attached photos for complaint 23639764.

   

  Thank you,

  

  Business Response

  Date: 08/27/2025

  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:08/27/2025

  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 app close my account and kept my money thats illegal. They cant do that. I need them to return my money to me. Theyve donethis to my mom. Theyve done this to me. Theyve done it to my sister. Theyve done it to my cousin. They do it all the time

  

  Business Response

  Date: 09/03/2025

  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: 09/03/2025

   
  Complaint: 23805489
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:08/27/2025

  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.

  August 26, ********************************************************************************* that I had to create an account again but I already had a account with the information that I had entered. Being that it was after business hours I reached out to the chat support to trouble shoot the problem. Since I was getting nowhere I decided to request a human. Which wasn't available until business hours. After speaking to a human and verifying my account information I was told that my account was being protected and for security reason I couldn't have access back into my account after this encounter I called and got the exact same outcome. I have all the information to verify that the account is indeed mine and I'm willing to share it. When I asked for a supervisor or the fraud department I was told that she could not transfer me to another team member. I continued to ask what other information they needed and how could the be protecting my account from me when I am the owner of the account. Who exactly are the protecting the account from only to again get the repetitive answer it for the protection of the account so they are failing to give me access back into the account and failing to tell me how I can get my money transferred out of there account.

  

  Business Response

  Date: 09/03/2025

  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: 09/03/2025

   
  Complaint: 23805172
  
  I am rejecting this response because: I have tried every method as well as worked with their customer service to verify and resolve this situation. I have given them every they have asked for and still have not gotten access to the account nor have my funds been returned to me.
  
  Sincerely,
  
  Tiantris ********

  

  Business Response

  Date: 09/09/2025

  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: 09/09/2025

  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.
  

  While the current resolution mentioned here was not helpful at all one employee was able to rectify the problem and get me both access to my funds and my account. Proving that when they say there is nothing more to be done they probably aren't even trying. Thank you Olivia Cash App Complaint Operations Team for doing your due diligence 

  Sincerely,
  
  Tiantris ********

• Initial Complaint

  Date:08/27/2025

  Type:Sales and Advertising 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 attempted to transfer $206.32 to my bank account and I was never given an option to select which account to transfer it to. The money was transferred to an old bank account that had been closed for a long time. I attempted to contact customer service, but there was no way to get in contact with a real person to rectify the issue. I have no idea where the money is at this point.

  

  Business Response

  Date: 09/02/2025

  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:08/27/2025

  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.

  On July 5th 2025, I purchased a 2009 Infiniti Fx35 from a seller that described the vehicle for sale as flawless with no issues. Upon bringing the vehicle to the mechanic, the mechanic was in shock that I was able to make it to his shop safely due to how rusted out the entire bottom of the vehicle was. The mechanic deemed the vehicle unable to drive & that my health was at risk if I continued to drive that vehicle. I contacted the seller, who then blocked me after several attempts to contact him. Ive informed cashapp several times since July 5th that I was scammed, Ive called countless times & have spoken to several different customer service agents to no avail. It has now been almost 2 months with zero progress on resolving the issue at hand. Cashapp has now denied to reimburse me on 3 different occasions now.

  

  Business Response

  Date: 09/04/2025

  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: 09/04/2025

   
  Complaint: 23803625
  
  I am rejecting this response because:
  I submitted my dispute on July 5th, 2025, and have been patiently waiting for some type of resolution since that day, even a step in the right direction. My disputes have been denied twice, and all Ive been constantly told is that well look into your situation, please contact us back in 10 business days for the last 2 months. Countless phone calls, no progress whatever. I work very hard for my money, please do your part & make some type of progress towards me receiving back the money I was scammed out of. 
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 09/08/2025

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/04/2025. 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: 09/09/2025

   
  Complaint: 23803625
  
  I am rejecting this response because: Cashapp has done nothing but provided terrible customer service. Instead of correcting the issue at hand, they have given me the run around, tell ME myself that I didnt get scammed, & I have even received a nasty attitude from a customer support agent. Imagine someone being rude & giving YOU an attitude over money YOU lost, mind you its their job to help. I want my money back, the next step is legal action. 
  
  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 09/04/2025. 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:08/27/2025

  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.

  On June 11, 2025, a Pixel device gained unauthorized access to my Cashapp account. On this date, they made several attempts to withdraw money from my linked ********** tied to my credit union. $1,000 was transferred out of my cash app, from this Pixel device. This was not known by me. This was not authorized by me. This is not my device. Also, it wont allow me to log out if it (see attachment). Then, on June 12, this person made several more failed attempts to withdraw from my linked debit card. They succeeded once for the amount of $2,000 unauthorized EFT from my credit union into my cashapp & then immediately transferred it, without my knowledge or permission, out of my cashapp. I reported it within the appropriate time frame documented in Regulation E. I gave written notice. I was not permitted to even submit supporting documentation for these claims. I was not provided a reference number even when I asked. & now, because i do not have the reference number, they will not provide me with the documents they used in their investigation. Their investigation began August 22 & ended August 26 when they declared my claims to be fraudulent. The 10 day window goes until September 8. Not only did they rush through the what is required to be a reasonable investigation, but they denied me the right to provide supporting documentation. Nonetheless, they have it already, because I accessed it through their logs. The devices used for each transaction are logged by Cashapp. & thereinlies the evidence that the two EFTs totalling the amount of $3,000 were done on a Pixel device, immediately after it gained access. As you can see, i have an S24, NOT a Pixel(refer to included cashapp device logs). ********************** likely has the ability to view IP ******************** data for this *****, so why haven't they? These transactions were unauthorized. Cashapp is in non compliance ****************** is theft, deceitful, shady, & mostly it is, in so many ways, non compliance with Federal Law.

  

  Business Response

  Date: 09/03/2025

  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: 09/04/2025

   
  Complaint: 23803435
  
  I am rejecting this response because: They did reach out and tell me theyre looking into it and will be in touch and then reminded me I can always get in touch via their support chat in app. Im thankful for the update, however, I am not prepared to close the case and deem the resolution satisfactory until there is a resolution. I exhausted all efforts with the "in app" chat so the fact that that was recommended to me tells me they were prepared to send me back into an endless loop of frustration and dismissal. I have learned that with Cash App, they will do nothing at all, even if it is violation of federal law, if we allow them to. If that werent true, I would not be here. Therefore, I will say I appreciate the update that youre looking into it. And I will be here if you need my assistance in any way. Until then...

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

  

  Business Response

  Date: 09/17/2025

  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:08/27/2025

  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 submitting a complaint against Cash App (Square, Inc.) regarding their failure to resolve a dispute on my account.On 8/18/25, someone I do not know used my debit card with cashapp to commit fraudulent and unauthorized purchases. There were 3 seperate purchases, one for $20.16, one for $360.31, and $59.90. I contacted both Cashapp and the merchant that early morning once I realized, and by August 21st, 2025, cashapp closed my account and denied by disputes. I initially provided documentation and requested to know why specifically it was denied following the denials, but I was meet with a response that did not specify why my disputes were closed. There responses have been vague and have caused me excessive stress. I have not been able to resolve this as there is no one from the cashapp department who can provide me information and have only been told I will receive an email. I provided all proof that I did not make these purchases. I have been forced to try to resolve the issue to no avail as the person who accessed my account and payment method maintained access to my account. I hoped my bank would back me against the merchant ***** who also would not assist me and who also do not have a phone line. They have only directed to begin a dispute with my bank who has declined to assist me with this issue. I feel powerless and have been extremely distressed that I am not able to retrieve my refund from a business I have been with for years. I also have only filed one dispute that was not successful either in the years I have been with cashapp. There is no proof that I used their app fraudulently in the history of being a customer.I am requesting that ********************** issue a refund of $440.37 and properly address my dispute.I have attached screenshots, receipts, correspondence as supporting evidence.Thank you for your attention to this matter.Sincerely,***** Colindres508 ********************** **************************************.

  

  Business Response

  Date: 09/02/2025

  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:08/26/2025

  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 25th , 2025 I went to Dollar General at ************************************************************* and loaded $200 cash onto my Cash App card using their reload service. I was given a printed receipt as proof of payment.However, the funds never appeared in my Cash App account. I contacted ********************** support, and they told me they do not see the transaction on my account. I also contacted **************, who stated they cannot issue a refund and directed me back to Cash App. At this point, both companies are pointing me to the other, while I am still missing my $200.This has caused me financial hardship as the funds were meant for bills, and I have proof of the reload transaction. I am requesting that Cash App/Block investigate this transaction, properly credit my account, or issue a full refund of $200.

  

  Business Response

  Date: 09/04/2025

  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:08/26/2025

  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 30, 2025 I added cash from my checking account onto my ********************** card and after several attempts, I was unable to retrieve my cash.I actually started having trouble with my card on July 17, 2025 declining purchases.On July 24, 2025 I was having issues with my phone, as far as freezing and not responding. When I was trying to make a purchase I believe I pushed the button too many times trying to troubleshoot the problem, and each hit was registered as a decline (8 times)On July 30, 2025 I made 2 transfers from my checking account onto my ********************** card and when I tried to send it to my son or make an ATM withdrawal, the card kept declining.On August 5th, I called and the representative said he didn't know what the issue was and he'd have to send an email to another **** because it had to be escalated to a higher level and someone would email me.After not receiving the email on August 7th, I called again and was told, I had to wait for the email because she was not authorized to help me any further, I had to wait for the **** to respond.I called back on August 13th, demanding to speak to a supervisor, in which I was told, they could only respond via email. Later on that day I finally got the email from the supervisor, telling me to wait for an email from the escalation ******* is now August 26 and I still haven't heard anything or received an email, so I called again, only to get the same response.I live paycheck to paycheck and $627.28, may not seem like a lot, but it is to me! I don't know what else to do to get some help, so I contacted the BBB.Thank you so much for your time and anticipated ******* my son is going through the same thing (BLOCKED CARD) and my bestie, who lives in ********** informed me that she dropped them because last year the same thing happened to her.Have a wonderful day ****** ********

  

  Business Response

  Date: 09/02/2025

  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:08/26/2025

  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.

  They allowed a hacker to break into my account and charge over $900 to my account and make where I can not pay anything now I have no food, I can't pay mortgage or anything and they won't cancel or refund me the money or help in any way. I have the police report started and filed with the *** I will be homeless by next month if I do not have this money please help !

  Customer Answer

  Date: 09/02/2025

  Cash app is allowed almost $1,000 to be stolen from my account and they will not reimburse me even though I have proof that I was not given any body authorization And now I am unable to pay my mortgage because they are allowing people to scam me man and I have all approved along with the police report showing it that I submitted to them and they have done nothing about it. Please help me get my money back. They have allowed $ $856.74 to be stolen from my account and denied my claim.

  

  Business Response

  Date: 09/03/2025

  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: 09/03/2025

   
  Complaint: 23800784
  
  I am rejecting this response because: I have evidence supporting fraud and documentation which I have provided previously that it was not me or an authorized user that accessed my accounts making this complaint valid regardless of what theyre system says I was not the one to make these transactions and according to my research it is completely possible for this to happen without leaving a paper trail of the scammer is experienced enough I have received checks I didnt order attached to an account number that isnt mine I have evidence that I have provided of the wallet the funds went to I just want the money refunded and to be able to go on with my life it is already alarming that this could happen at all let alone that they accessed my bank and cards information please help me find a proper resolution to this issue 

   

  I had some fraudulent charges happen on my Cash app as well as my bank account. I am currently out over ****** due to unauthorized transactions that took place while I was asleep cashapp has said they wont refund it because in the system it shows it was an authorized user my bank offered giving a new card I have changed all logins and security questions I have followed proper channels and still have no resolution I have things I need to pay for bills mortgage groceries all that is on hold I have filed a police report and can provide the case number 25-017635 I have documentation of the transactions in question as well as the ip address that accessed my bank account and the bitcoin wallet of were the funds were sent I did not give anyone else authorization to access my accounts making this fraudulent I have filed with the bbb the attorney general cashapp
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 09/07/2025

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/03/2025. 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: 09/08/2025

  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,
  
  ******* ********