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:06/22/2023

  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.

  I booked a vacation house through ******* Realty. A deposit was required. I charged $250.00 on June 2nd. I charged $640.00 on June 9th. Both charges are showing "completed" and both charges are showing as "pending" as well. ********************* is stating they have received their money for those two amounts for reservation #*******. I still owe them a balance towards the total deposit, however, I cannot make the payment with my account in the negative. I would like CashApp to release the pending charges as the charges are completed.

  

  Business Response

  Date: 06/23/2023

  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: 06/24/2023

  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. Also, please note, based off the letter Ive attached, I sent this over to CashApp and they resolved the issue. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/22/2023

  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 May 3, 2023 the lawyer (******************) my son intended to retain to assist with legal services instructed him to remit his retainer fees of $2,675 to him via his 'Cash App' account. On May 6, 2023, I sent $2,675 to the account '**********' as indicated by ****************** via his text message however he stated he never receive the funds. I sent a copy of the receipt I received from Cash App to ****************** however he maintained he did not receive the funds. ****************** initially stated he wasnt sure because he hadnt checked the name on the account, and later stated it was the wrong account. Instead, the funds should have been sent to 'McGuireLawLLC.' I called 'Cash App' several times on the same day the funds were sent in an attempt to cancel the transaction and request return of the funds. The 'Cash App representatives refused to provide any information about the recipient, or intercede in any way to assist with a return of the funds. In addition, the recipient blocked me from communicating with them and never responded to my request for a refund. ****************** participated in a 3-ways call with me to speak with the 'Cash App' representative on my behalf via a conference call to no avail. In fact, the 'Cash App' representative abruptly hung up on us, stating that the case of my request for assistance was closed. I am unsure whether this is a case of cyber crime or basic theft and 'Cash App' has avoided basic business responsibility of providing some recourse for customers wronged by their policies. I am a senior citizen, on a fixed income and feel I have been wronged by this company. I am requesting assistance contacting 'Cash App' management to ask that they assist with contacting the recipient, provide the person's contact info so that I can pursue a small claim, have the wire transfer reversed, or pay me the monies which were erroneously disbursed to this person as it was their lack of action which made it more feasible for the thief to retain the monies.

  

  Business Response

  Date: 06/23/2023

  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:06/22/2023

  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.

  I dont have access to an old email to login into my cash app they told me in order to gain access to the cash app associated with the email that I should create a new one and contact support I followed the steps they asked for all my information for security purposes and verified of my identity I provided them with all the correct information yet they are still telling me they cant give me access to the account and they refuse to transfer or give me my money off my old account they are telling me they cant override a decision that the system made and cant tell me why its almost $1,000 on that account and I need my money now customer support is terrible and so is the supervisor and manager

  

  Business Response

  Date: 06/23/2023

  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:06/22/2023

  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.

  Today, on June 22nd 2023 cashapp cancelled my card and wont allow me to order another. I wrote customer service and they refuse to tell me why and said you are unable to use cash card at the moment Theyre refusing to give me my money on my cash app and refusing to help!!!!

  

  Business Response

  Date: 06/23/2023

  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:06/22/2023

  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 6/21/2023 I noticed fraudulent transactions on my bank account that came mostly from Cash App. Cash App allowed 3 different accounts to use my debit card in a range of 15 days.

  

  Business Response

  Date: 06/27/2023

  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:06/22/2023

  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.

  This company took my debit card number and stole money from me and allowed people to spend my money!I am ******************************* daughter and I will be putting this company out of business!!! Thousands of dollars have been stolen by me and my husband ************************* the country singer and i want all my money returned!!!!! THEY WILL STEAL YOUR PERSONAL INFORMATION!!! They have taken my identity and have allowed people to steal my money!!!!! I want all my money returned to my cash app and my husband's immediatly!!! When i am crowned queen my husband will be procecuting to the maxium sentenceand everyone involdved Will be going to prison for life! Federal prison!!!! -*****************************!

  

  Business Response

  Date: 06/23/2023

  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:06/22/2023

  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.

  Cashapp has illegally deactivated my card for absolutely no apparent reasons. They responded back saying disputes etc. were made I have never made a dispute on cashapp nor done any illegal activity! The last time this happened to me, they instantly reactived my account and sent me a new card! This is fraud and false allegations! This is disrespectful and wrong! I am going to take this matter to an attorney

  

  Business Response

  Date: 06/23/2023

  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: 06/23/2023

  I responded via email to MJ with the request tag Id.

  Customer Answer

  Date: 06/24/2023

  Ive provided this information several times to MJ! I also sent screenshots. My last name is *****, cash tag $tierrea10

  

  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 06/29/2023. 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: 20220059
  
  I am rejecting this response because:
  This is a complete lie, cashapp has yet to respond and provide a valid response on why the initial card was deactivated. *** has obtained her lawyer and we will proceed with legal action towards cashapp.. 
  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 06/29/2023. 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: 20220059
  
  I am rejecting this response because: Cashapp has never provided a reason as to why the card ending in **** was initially deactivated! There has been absolutely no breach in terms or conditions! I am not satisfied with response, no one has taken the time to say WHY the card **** was automatically deactivated after being used on Instacart the night prior! I will continue pressing this issue! ** did email me with no explanation as to why this happened . Cashapp doesnt know theyre just deactivating people cards and giving you have violated the terms well tell me what terms! They can not because they made a error! 
  

  
  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 the status of their Cash Card.
  
  The complainant was advised that we werent able to approve their Cash Card order and cannot provide further information.
  
  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 06/29/2023.

• Initial Complaint

  Date:06/21/2023

  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.

  My CashApp card info was **************** has used it for Amazon purchases since January 2022. Withdrawals from my CashApp account continued for months before I noticed. I contacted Amazon who confirmed that my card info had been compromised. I contacted ***************************** responded IMMEDIATELY with "This Issue has been resolved," without actually doing anything. I cancelled the existing card & ordered a new one. I also cancelled my Amazon account in case the breach occurred through them. THE WITHDRAWALS CONTINUED despite me getting a new card! The new card had NOT been used anywhere yet. I resorted to keeping a $0 balance in my CashApp account & only transferring into CashApp what I was immediately spending. On 6/16/23 I transferred $50 into my CashApp account (which had a $0 balance) to pay for gas. I purchased gas in the amount of $47.21. I was able to do this because I successfully transferred the $50 (otherwise the transaction would not have gone through). The next day I received a message from CashApp stating the $47.21 transaction could not be completed. The $50 I transferred into CashApp was now BACK in my checking account. If I moved the $50 AGAIN into CashApp to cover the gas purchase, then the Amazon thief would take it & the $47.21 would still go unpaid. I activated a NEW CashApp card that I'd ordered a month ago & held onto for such a time as this. I activated the new card, kept it locked, kept my account on $0 & waited. The perpetrator got ****** that they could not steal my cash & turned my account over to a collection agency after just FOUR DAYS! So now a collection agency wants $77.21 (the $47.21 + $30 fee). I called ****************************** employee "***" was of no help & said he'd transfer me to his supervisor & then hung up.I'd be happy to pay the $47.21 amount (which I TRIED) but I'm not willing to let someone steal my money. The issue I contacted CashApp about MONTHS AGO HAS NOT BEEN RESOLVED. I WON'T just let money sit in my account so it can be stolen.

  

  Business Response

  Date: 06/22/2023

  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:06/21/2023

  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.

  June 21st, 2023. Cancelled card, no explanation or reason, refused to send new card. Charged fees for transferring money out of account when can't access the funds any other way.

  

  Business Response

  Date: 06/22/2023

  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: 06/24/2023

   
  Complaint: 20219179
  
  I am rejecting this response because:

  They instead of giving me any information, closed and blocked my account. The email they sent was asking for my cash app account information instead of looking at anything.

  
  
  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 06/25/2023. 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: 06/27/2023

   
  Complaint: 20219179
  
  I am rejecting this response because:
  The email they sent was to "verify my identity" which I did. They then said they opened my account back up. I tested it and the app said no, account was still closed. When I asked about it they said that I "might have violated their terms of use, but have no further information" other than to send me a link to review their terms of use. I did NOT violate anything. They refuse to tell me a reason for closing the account because there was no reason.

  
  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 06/25/2023. 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: 06/30/2023

   
  Complaint: 20219179
  
  I am rejecting this response because:

  There was absolutely no answers or resolution. Simply told me they can't tell me a term I violated because I didn't violate any. Then refused to open my account back saying I violated their terms. 
  
  Sincerely,
  
  ***********************

  

  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 the status of their Cash Card.
  
  The complainant was advised that their account has been found to be in violation of our Terms of Service (***********************************) and/or Acceptable Use Policy (*****************************************************) and has been closed. While they are still able to access their account and may cash out any remaining funds, all other features, including the Cash Card, have been permanently disabled.
  
  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 06/25/2023.

• Initial Complaint

  Date:06/21/2023

  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.

  I went to send my mother money through cash app, which I frequently do. However, this time the app seemed to glitch and a random profile popped up. I hit cancel, the app refreshed and I received a message that funds were sent. I notified customer through the app and they suggested that I sent this stranger a refund request. I did and nothing, no reply. I called cash app CS rep and was told since it was completed they can't do anything. There app glitch during a cancellation. I just looked on there reviews and read that they have fix many bug issues. So, since they seem to know their app have issues. Why have they not refunded my money?!

  

  Business Response

  Date: 06/22/2023

  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