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:06/23/2023

  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 may 4th man who hired me to do work for him sent $300 on cash app for materials. When I went to retrieve the money it wasn't there. I was informed that between March 28 and the end of April a hotel had posted a charge then removed it. Then on may 4th posted it again and they removed it from my account. Although the balance was $0 when the charge came in they didn't post it on app as they would normally and waited until money was placed in and then took it. When I tried to get answers I was hung up on 4 times. I then filed a dispute. To which they returned $90 and kept the $216. I then reopened dispute and told them that I booked a room with cashapp card and the hotel placed a hold on the amount which they had done many times. Then when I got there I paid in cash as I always did and the charge was then removed. Why it came back I don't know all I know is they have handled this very unprofessionally. Then after waiting 45 days and hearing nothing I call and told they can't tell me anything other than the dispute didn't go in my favor and was again hung up on. Finally after looking for my receipt I remembered they had my email and began looking to see if by chance they sent me a copy and they did. I call cash app again tell support what has happened and again am told they can do nothing and am hung up on while begging to talk to a supervisor.

  

  Business Response

  Date: 06/24/2023

  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: 06/26/2023

   
  Complaint: 20228422
  
  I am rejecting this response because: they sent me an email stating what they always have. That they can confirm this happened somewhere between. March 29 the end of April. And it's bs , they won't give me a date and the delete the transaction from may4 to make it look like it came out in April. And I have a receipt with the same amount in question. And they won't even look at it because the email he sent me a response from wont receive them. And I would bet everything I have and will every have that they never even contacted the hotel because this whole thing is a farce. Therefore I won't except anythjng other than my money 

   

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

  

  Business Response

  Date: 06/27/2023

  
  
  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 06/24/2023. 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: 06/27/2023

   
  Complaint: 20228422
  
  I am rejecting this response because I have the receipt and they're liars. I accidentally uploaded the wrong screenshot. But today , just now I uploaded the correct one. They are saying they investigated it but they didn't because if they had thet would know the date of the transaction and would've already given me my money back. Instead of saying the exact say thing verbatim between all I've spoken with. 

   

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

  

  Business Response

  Date: 06/30/2023

  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 06/24/2023. 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: 06/30/2023

  No further information to provide/action to take. The complainant has been provided the accurate and complete resolution regarding a missing $300.00 payment from their balance.
  
  The complainant was advised that we can confirm that an impacted transaction due to the error occurring between 3/28/2023 and 4/20/2023 has been resolved and their account has been adjusted to reflect the correct balance. The funds deducted from their account were the funds they previously used to make a payment with the merchant, but which were then incorrectly returned to their account due to a technical error.
  
  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 06/24/2023.

• Initial Complaint

  Date:06/23/2023

  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've had several cash app accounts due to the fact that everytime money is taken from me and I report a claim, they close my account and it's such an inconvenience. I have fraud charges and they were not my fault but instead of issuing my $ back, they closed my account. That's fraud in itself because I don't know what happens to my $ that I'm supposed to recover? It's almost like my money disappears in thin air and when asked about it the merchant can't explain it. I'm not only frustrated but I have PTSD and BIPOLAR disorder and this is driving me crazy. I don't wanna have to file a lawsuit to receive my $. I would like to see a record of what happened to all the $ that was not refunded to my Cash app account because it wasn't transferred back to my bank like The terms and condition say. As a matter of fact, a lot of things in their term and conditions go against their policies

  

  Business Response

  Date: 06/25/2023

  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: 06/26/2023

   
  Complaint: 20228400
  
  I am rejecting this response because: I'm still not able to recover my account and as you can tell, they don't have a resolution 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/30/2023

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 06/27/2023. 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 cash.app/contact.
  
  
  Thanks,
  Cash App
  
  

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20228400
  
  I am rejecting this response because: The issue has still not been solved and it looks like it's not going to be solved from the response I get
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/02/2023

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 06/27/2023. 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: 07/05/2023

   
  Complaint: 20228400
  
  I am rejecting this response because they failed to give me a legitimate answer to my question, as well as determine the cause of the problem and Identity the cause of my account being shut down without an explanation.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/06/2023

  No further information to provide/action to take. The complainant has been provided the accurate and complete resolution regarding their account closure.
  
  The complainant was advised that their account has been found to be in violation of our Terms of Service and has been closed.
  
  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 06/27/2023.

• Initial Complaint

  Date:06/23/2023

  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 6/23 I was notified that my cashapp account was closed due to a violation of terms. I reached out to cashapp via chat and phone and no one can tell me what specific term I have violated which should be none. I find this highly unprofessional and it's a big inconvenience. Cashapp needs to do better business

  

  Business Response

  Date: 06/25/2023

  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:06/23/2023

  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 had multiple fraudulent charges on my cashapp account done on March 15, 2023, totaling $2,548. These charges were not done by me yet Cashapp refuses to refund me the money that was stolen from my account.

  

  Business Response

  Date: 06/24/2023

  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:06/23/2023

  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 using cash app business, and every time a person send me a payment it fails. They keep canceling the payments, but is a cash app business. I have a notary public business that I am using cash app to accept payments through. It is not coming through because cash app keeps canceling the payments, and they cant explain why on cash app business and I am losing money and my clients, because they keep canceling my payments.

  

  Business Response

  Date: 06/25/2023

  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:06/23/2023

  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.

  It was on May 11 around 1:45am I had went to 711 with my cash app card to take out money I inserted my card in the machine and tried to take out $200 And as the transaction was about to finish the atm all of a sudden said out of service so it didnt print a receipt and it didnt give me my $200 I didnt talk to the cashier cause in my head Im thinking the atm has a camera So I went to a different atm n got the rest of my money out So I had hit up cash app support couple minutes after it happened So I filed a dispute with them They asked me did I contact them or did I get a receipt I told them no So they denied my claim So I filed another dispute They talkin about how its fraudulent activities and they closed my account I had called the 711 atm number and they told me they have no transactions going on around that time I did mines, I cant even reach the managers for cash app and they still never gave me my $200 back Hard earned money

  

  Business Response

  Date: 06/26/2023

  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: 06/26/2023

  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:06/23/2023

  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.

  Cashappp isnt doing their job correctly I couldnt link my bank accounts but for some reason there allowed to take money out my account/ pay check just to treat there customer wrong and have been using ****************** for a while now and they closed my account for no reason ordering me new cards in the mail Im fed up and tired of using them and want my money back that was taken and theres many more!!! Examples/ proof to show but wont give me any update or explain why because I didnt violate any terms.

  

  Business Response

  Date: 06/25/2023

  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:06/23/2023

  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 april second I made a purchase on the ******* app using my cash app card. On June 17th my mom sent me some money on cash and the same amount was taken for the purchase. I made on April 2nd again on the 17th when the money was sent to me. I have contacted cash app and *******, ******* says it was a cash app sand cash app says the money was taken on april second and returned on april night.

  

  Business Response

  Date: 06/25/2023

  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:06/23/2023

  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.

  Yesterday on 6/22/2023 cash app has closed my account due to a violation of terms and conditions, and I have not received any email stating as such but violations that were caused I am asking for why the account is closed but I did not have any fraud committed

  

  Business Response

  Date: 06/25/2023

  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: 06/25/2023

   
  Complaint: 20227954
  
  I am rejecting this response because:

  Cash App has blocked me and I have been doing business with them for over 2 years and all of a sudden is Im violating there terms of service which is not the case.  I disagree with there decision just to block me and not give a reason which I am allowed to have.  How can a person have access for 2 years and stop them from having service?  This makes the second time they have done this to me

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

  

  Business Response

  Date: 06/28/2023

  
  
  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 06/25/2023. 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: 06/29/2023

   
  Complaint: 20227954
  
  I am rejecting this response because:

   

  again there is no reasoning to why the account was closed.  The terms of conditions that cash app is stating do not pertain to me.  This makes the 3rd time this has happened.  And I am asking for the reasoning behind this.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/02/2023

  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 06/25/2023. 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: 07/06/2023

  No further information to provide/action to take. The complainant has been provided the accurate resolution regarding the closure of their account.
  
  The complainant was advised their account has been found to be in violation of our Terms of Service (***********************************) and/or Acceptable Use Policy (*****************************************************) and has been closed.
  
  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 06/26/2023.

• Initial Complaint

  Date:06/23/2023

  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.

  So Ive recently sent complaints about double charging to cashapp with them telling me they sent money back to account and later charged again. My banking shows otherwise and how I paid numerous double fees. However today is different I suppose to receive a direct deposit from my job today, however I didnt recognize the deposit and they sent information about closing the account. My ********************** is locked and I had no spending transactions recently only request from tv apps, that were declined to me keeping my card locked. Cash app cannot tell me why my account was closed or what violation I went against. *** received different statements from them also around the time the double charging was going on Cash App is a joke. I also added the screenshot of online search and a number listed to get your cashapp account reopened and person was also asked for last 4 digits of social along with your account info ask you how much you have in your balance I said 2 cents and they hung up please beware of numbers claiming to help

  

  Business Response

  Date: 06/25/2023

  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: 06/25/2023

   
  Complaint: 20227567
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/26/2023

  I want a detailed explanation on why my account was closed. I as a customer seen suspicious activity on my account with charges being made twice. I reached out to ******* and also cash app they provided me with statements they assumed they released cash to me by their accident or faults not 1 time but twice. After viewing statements I received from Cash app I see that money Ive added either paper cash into retailer store or cash from ************ account. I didnt have an increase in balance on cash apps faults. I understand that they were dealing with technical issues but with only certain payments when Ive made payments and cash removed from accounts after purchases. Ive never received a refund from cash app after any completed purchases. There are two purchases Im concerned for and speaking up because my added funds and direct deposits are being counted in their refund cause they didnt release me any funds. I feel my account was closed due to me reaching out for further help with the matter. There was tons of customers complaining about the double charges and were in groups on FB and who all disputed accounts closed, due to violations. I think its unfair and selfish. I also looked at the technical issues on cashapp that they have when issues arise and the whole technical issue that they said about double charges wasnt applied as being a issue, around the time error was made and even today! I think cash app needs to update their customers about issues cause if we have completed charges and after a payday a charge for a past completed charge without no explanations thats a problem when they cant show proof.

  

  Business Response

  Date: 07/02/2023

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 06/25/2023. 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: 07/02/2023

  
  Complaint: 20227567
  
  I am rejecting this response because: Issue wasnt resolved, I keep getting repeated messages, cash app just went thru process of double payments and valued those who took a loss however this isnt the first time this double charges happen and they didnt put up a technical issues as they say now after taking your money for a second time!! Those statements from Cash app shows the issue shows extra cash was removed twice! ******* customers went thru this acknowledging the issue is great but continually telling a customer who reads the same statements as you guys when their adding their hard earned money and your claiming it came from a technical issue when its our money from out banking accounts, I will reach out to an attorney forwarding. Even after closing the account that I didnt asked to be closed and closed do to non existing violations. I still get texting messages about my card being declined due to cash app card not being activated. The account is suppose to be in closing. Oh and for one matter I supposed to been refunded and heard nothing heres those disputes cash app is a joke. Oh and added the only technical issues that cash app had when I had money removed twice they never EVER stated voided payments randomly entering thousands of customers accounts from previous payments it shows paid on cash app ends and *******s so why the double darn charges again!! Make it make more sense if I didnt feel cheated out I wouldnt be dragging this issue! 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/07/2023

  
  
  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 06/25/2023. 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
  
  

  Customer Answer

  Date: 07/07/2023

  
  Complaint: 20227567
  
  I am rejecting this response because: This is a complete Joke my cash app account is closed yall can kiss my a** my attorneys will be reaching out. You cannot resolve the issue so will take matters into my own hands the whole dam cashapp needs to be shut down. Its not professional business you *** people and think you sending statements that doesnt show your loss but mines twice. Have a great day and for those who see this close your accounts and your childrens cause these technical errors happening to dam often! 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/07/2023

  No further information to provide/action to take. The complainant has been provided the accurate and complete resolution regarding their account and direct deposit status and the transactions they claim were double charged.
  
  The complainant was advised that their account was closed and any pending direct deposits will be returned to the originator. They were also advised that a technical error occurred which made their account balance higher than it should have been. The balance they are seeing now reflects the amount we deducted to recover these funds and successfully complete the payment.
  
  For security purposes, we cannot disclose account specific information, however, communication regarding the resolution was communicated to the customer via email on 06/25/2023.