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:01/31/2024

  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 because my card was lost in uber and my funds were spent at placed I've never been and I verified my identity with cash app and they blantly denied me for no reason I sent in my identification and selfie. I need my funds now and I mean right now that was my rent money and now I'm ******************* with 7 children.

  

  Business Response

  Date: 02/08/2024

  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: 02/08/2024

   
  Complaint: 21229769
  
  I am rejecting this response because:

  This letter tells me nothing about why my dispute was denied I did not go to a **********, I did not spend my money and you guys are stealing.
  
  Sincerely,
  
  ********************

  

  Business Response

  Date: 02/12/2024

  
  
  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 02/09/2024. 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:01/31/2024

  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.

  Basically, Cash App is false advertising for services. Even you meet the requirements, they're putting up. Other requirements that are not in the fine print. And they're not raising your overdraft even when you're making a payments on time. So that's false advertising. I speak to cash app and they're all they don't have me do speak to

  

  Business Response

  Date: 02/07/2024

  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:01/31/2024

  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 the 7th of January I sent my brother in law 500 he kept it for one hr and refunded it back to my account.It never appeared in my cash app or back in my bank account contacted ********************** said it could take 2-5 business days. After talking with my bank they do not help with per to per transactions, And cash app will not talk to me about the transaction only to my bank and my bank dose not deal with per to per business. Still have not received my refund and cash app will not help.

  

  Business Response

  Date: 02/07/2024

  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: 02/07/2024

   
  Complaint: 21228822
  
  I am rejecting this response because:
  I have reached out to my bank and will not contact cash app about this transaction 

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

  

  Business Response

  Date: 02/09/2024

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 02/07/2024. 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: 02/14/2024

   
  Complaint: 21228822
  
  I am rejecting this response because:
  

  I have clear evidence (which I have shared with CashApp) from my bank statement showing that I did not receive the money.

  On the 7th of January I sent my brother-in-law $500 through CashApp. Within less than 24 hours after receiving, he initiated a refund via the app for the $500 transaction back to my account. Unfortunately the amount was taken out of my debit account and not credited back into my account. I contacted ********************** and was told it could take 2-5 business days before it shows up in my account. It has been well past the 5 business days (over 25 business days at this point) and still have not received the credit. Once again stating, I have clear evidence (which I have shared with CashApp) from my bank statement showing I only have the debited transaction of the $500. After speaking with my bank I was informed they do not help with person-to-person transactions, while CashApp says they will not talk to me about the transaction but only to my bank. This error falls directly on CashApp and they are not making right with the problem they are at fault with.

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

  

  Business Response

  Date: 02/20/2024

  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 02/07/2024. 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
  
  

  

  Business Response

  Date: 02/20/2024

  No further information to provide/action to take. The complainant has been provided the accurate and complete resolution regarding a trasnaction.

  
  The complainant was advised if their bank still isn't able to locate the funds with the information provided and they still see a debit on their account, please file a claim with their card-issuing bank.
  
  The complainant has received the full and correct resolution regarding their complaint.
  
  For security purposes, we cannot disclose account specific information. However, communication regarding the resolution was communicated to the complainant via email on 02/07/2024.

• Initial Complaint

  Date:01/31/2024

  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.

  January 14, **** at 10:03am I was attempting to make a purchase on Instacart using my Cash App card/account. As I was making this purchase, I was asked to renew my Instacart+ membership and clicked yes; Inadvertently paying for an entire year instead of just one month. This charge was for $84.53 from my Cash App card/account. I immediately realized this mistake and cancelled the membership and contacted Instacart support to process the refund. They told me it would be **** business days until I received this refund, it has now been 13. I have contacted Instacart on multiple occasions and they have assured me that my refund was processed on their end on January 14, ****. I have contacted Cash App multiple times and even filed disputes for not receiving this refund and they have denied all disputes saying "no error occurred". I was told on the phone and over email today, January 31, ****, that basically the only thing I can do is keep disputing it and getting denied, but the problem is, in my search for help, I have noticed that this is a common problem and they have disconnected peoples accounts for requesting too many disputes. I just would like my $84.53 back. I have some messages from Instacart confirming the refund, as well as an email from support at Cash App telling me I have been denied and to try filing a claim again.

  

  Business Response

  Date: 02/07/2024

  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: 02/07/2024

   
  Complaint: 21228766
  
  I am rejecting this response because:

  I want a real answer. I'm still missing my money and they continue to deny my requests.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/12/2024

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 02/12/2024. 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:01/31/2024

  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.

  On 1/29/2024 I was shopping in Burlington Coat Factory and used my Cash Card to pay for my purchase. There was an issue with the register that stated I needed to try my card again, and that the attempt had timed out (or something similar). I put in my card information again and it went through correctly at 11:43 am CST. After I had left the store, 5 minutes later (11:48 am) a 2nd charge for the same amount of $75.52, I tried to dispute the double charge with Cash App and they would not be reversing the charge because they believe that the transaction was "processing in accordance with the payment information provided by the merchant. We conclude that this was an authorized transaction and no error occurred". I wasn't even in that store at that time.

  

  Business Response

  Date: 02/08/2024

  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: 02/08/2024

   
  Complaint: 21228466
  
  I am rejecting this response because: The response is that "we are looking into it". That does not bring any resolution to the problem. The only resolution that will be satisfactory is reversing the double charge and giving me my money back. It really is that simple and the fact that I have to go to these lengths to get my own money back is a sad representation of what this company's priorities really are.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/12/2024

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 02/09/2024. 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:01/31/2024

  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 January 23rd at 9:20pm, I received my direct deposit from Employer (Wake Physician Practice) in the amount of $2,177.94. On January 23rd at 9:26pm, I received my Student Refund in the amount of $1,027.00 (************** on behalf of ************************** Between January 23rd and January 25th, I paid several bills and made several purchases due to recently moving into a new home on January 1st. On January 25th, my Account was locked due to "unusual activity". Since that date, I have called over 20 times and I have sent countless messages in the in-app chat. I have not received any definitive answer. I received my yearly bonus from my employer (Wake Physician Practice), in the amount of ****** on January 30, ****. I have not been able to retrieve those funds either. I have been repeatedly told to wait for an email with the next steps and I have not received that email. I have sent in all the supporting documentation such as my pay stubs, my Driver's License, My refund email. And I have yet to receive a response. All my money is tied up in this account, due to thinking it was safe. As of date (01/31/****), I have ******** that I am unable to access. This money is for my February rent, and all my other bills. We are going into the second week with no answer or no timeframe, and this is becoming an urgent matter due to me being at risk of losing my home.

  

  Business Response

  Date: 02/07/2024

  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: 02/07/2024

   
  Complaint: 21227849
  
  I am rejecting this response because:

  IT HAS BEEN TWO WHOLE WEEKS AND I HAVE HEARD A WORD! I got a pissy fake response from Cash App finally but NOTHING about whats going on with my account and the ******* still in my account! JUST GIVE ME MY MONEY!! I have sent it every piece of documentation and I still dont have my MONEY! I WILL FILE A COMPLAINT WITH EVERY GOVERNMENT AGENCY EVERY SINGLE DAY UNTIL I HAVE MY MONEY! They have no legit reason for holding my account frozen this long!!! Cash App are THIEVES!!! 

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

  

  Business Response

  Date: 02/12/2024

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 02/09/2024. 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:01/31/2024

  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.

  December 18 2023, i made a btc deposit to cash app , for *****. paid for the transaction, and Cash App rejected it, and forced me to refund the deposit. i already paid for the transaction on my end so that money is gone... cash app paid cents on the refund and ive still not gotten my money back from last year.

  

  Business Response

  Date: 02/07/2024

  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:01/31/2024

  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'm traveling for work and was using my cashapp account to get hotels and pay for everything where I am at. On the 26th of January I went to order drinks and Cashapp froze my account. I've tried calling customer service but they will not help me and do not offer the chance for me to verify my purchases. Yesterday January 30th I called to make sure I could still recieve direct deposit to my cashapp account and they said no and it would be bounced back to my company. My check was still deposited despite them telling me it wouldn't be and now I no longer have access to that money either. I have almost $3800 in my cashapp account that they will not help me get access to. They told me it could be up to 45 days before I even get any information on my account. I'm stuck **** miles away from home with my toddler without access to my money. I'm at a loss on what to do, they won't let me talk to a manager or a supervisor and their emails do not work. The money has been frozen for "unusual activity" and they won't even tell me what the "unusual activity" was. All I want is to get my money out of this account. They are scammers and I will never use them again for anything.

  

  Business Response

  Date: 02/07/2024

  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: 02/07/2024

   
  Complaint: 21226078
  
  I am rejecting this response because:
  In the email attached Cashapp still would not tell me a time frame for when I would receive my money. They also did not give me an option to talk about the situation further. This was the first time a manager from Cashapp has reached out to me about this and I do not think the response from them was satisfactory. The customer support still refuses to tell me anything about the situation and has not given a time period on when I should expect my money back. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/12/2024

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 02/09/2024. 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: 02/12/2024

  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:01/31/2024

  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 Thursday 1/18 , My cashapp was closed for no apparent reason. This disabled a lifeline for one my close friends. In respect for a system that is supposed to be policing fraudulent activity, I did not create another account and instead have asked why my account was closed. They said they would move my case to email support. I never got an email, so I bothered the chat a few more times trying to get a single drop of information why my account was closed. No information was given.on 1/31 I decided to call cashapp support. They gave me the run around saying my case was being worked around and I nicely asked if they could atleast give me some indication on why my account was closed other then violating terms of service. I asked for an error code or a section that I could refer to for my account closure. They refused to give me that information and then hung up on **** called back asking to speak to a supervisor, and the next support person refused to connect me. I wanted to explain it was rude to be hung up on. They said its part of there process to hang up on customers. I still asked to speak to a supervisor, and under the excuse that my account was closed I do not have the right to speak to a manager. I joked and said "If I opened up a new account , then I would have the right to access manager" they said, that is not what he said, and refused to explain to me why I could not speak to a supervisor and hung up on me. I was agitated so I can't say I was the kindest toned individual, but there was no swearing or being rude, just a plea that I could understand why my account was closed for the first call, and the plea to speak to management on the 2nd call. Is it a professional business if they can't give me a Section of TOS I violated, or an error code? should it take more then 2 weeks to reopen my account, or at least give me a bit of information.This app is charged with being a vessel for fraudulent activity, but still exists. why?

  

  Business Response

  Date: 02/07/2024

  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: 02/09/2024

   
  Complaint: 21225925
  
  I am rejecting this response because:
  
  There customer service took 3 weeks to explain why my account was closed. This was never resolved and they said they were looking into it. After report to the better business bureau a manager reached out to me, saying he would look into the matter.  I gave my account information and they said I breached ***. I have asked for specifics on what *** piece I broke. I had intention of using this service in the future, and I wanted to make sure the same mistakes were not made again because my break of the *** was not intentional (If at all). I also wanted to know if my breach had to do with someone I was sending money to to protect myself! 
  
  This quote from management " I recognize that this was not the answer you were hoping for, however, I'd like to reaffirm that the information we provided to you is both accurate and complete." shows they have no intention of being customer friendly.  I was not provided ANY information. So his reaffirmation is inaccurate and incomplete.
  
  If there are any legal actions that can be taken , I am not informed enough, but I am willing to go as far as to say if I had someone willing to help, I would take them to small claims court for False advertisement or shady business practices."
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/12/2024

  
  
  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 02/08/2024. 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:01/31/2024

  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.

  My employer deposited my check on January 31, ****. I haven't received it yet and I used cash app because they advertised I could receive my pay 2 days early. I attached screenshots of the conversation with cash app employee telling me that it could take up to five days. When I brought up the advertisement they told me I would receive my money immediately after they received it.

  

  Business Response

  Date: 02/07/2024

  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