Complaints

This profile includes complaints for Cash App's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cash App

  1955 Broadway Ste 600 Oakland, CA 94612-2205

  
• 

  Cash App

  2900 Landrum Dr SW Apt 166 Atlanta, GA 30311-4477

• 

  Cash App

  1455 Market St Ste 600 San Francisco, CA 94103-1332

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/02/2022

  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.

  Hello. My Cash App name is $CMannerheim. I have had nothing but problems with your service since I created my account, and now your system has/will not allow me to make ANY purchases with my card despite them all being for $25 or less, which is the impetus for my complaint. I have had issues with your service from the outset. I could not accept more than $100 at a time from my own mother because your system kept rejecting higher amounts "for my protection", so she had to send the full $1000 in $100 increments- and it demanded my RL info before I could accept the last $100.After I *finally* got they money from her, I ordered a card from you so I could use the money my mother gave me to pay bills and buy groceries Online. The system accepted my request without further hassle. However, when I went to use it, every single time, it would decline the charge "due to unusual activity". The charge was $25 on Instacart, so I don't know how that is "unusual". Trying different merchants and amounts gave the same result. It doesn't even let me add $1 to my Amazon Gift Card balance. Nothing I have done has worked, so I politely contacted Support. They unhelpfully told me it was declined due to unusual activity and that this happens "for various reasons" which were never specified at all, and then had the audacity to command me to use a different payment method without even offering to investigate or resolve the problem. Besides the fact that I DON'T HAVE another payment method to use online, I shouldn't have to go through this in the first place. I gave you all my personal info to take payments and get the card, and yet you all refuse to allow me to use the card YOU ALL agreed to issue me. I want this issue be fixed by the end of the week, preferably ASAP. I need a way to take payments and pay bills online, and your system is standing in my way and your support staff have been rude and willfully unhelpful. Again, my $Cash App is $CMannerheim. Thank you.

  

  Business Response

  Date: 08/07/2022

  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: 08/08/2022

   
  Complaint: 17657100
  
  I am rejecting this response because:
  I was literally just told what I already knew and no offer or attempt was made whatsoever to correct the limitation I had complained about. In fact, it came across as diplomatic corporate-speak for, "We don't want you as a customer. Please get your money out of your account and leave."
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/09/2022

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 08/07/2022. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to that email.
  
  Thanks,
  Cash App

• Initial Complaint

  Date:08/02/2022

  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 need the BBB's help in recovering my force closed account with Cash app under false accusations. My account has been closed due to "Gambling" and my cash app has never and will never be used for such things. I am hoping the BBB can help me get my account unlocked as I have not done anything to violate the companies terms of service. Thank you so much.

  

  Business Response

  Date: 08/07/2022

  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:08/01/2022

  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.

  Hello! I am seeking the BBB's help in the false accusations that cash app has closed my account for. They have stated it is due to "Gambling" but no transaction has ever been used for Gambling and I have proof of each and every transaction if needed!!! None are used illegally or inappropriately and no transaction goes against their policy. My account is $JSquaredBreaks Please let me know if you need any additional information. I can assure you I have never nor will I ever use Cash App against their policies like they have falsely accused me of. Thank you so much for the help.

  

  Business Response

  Date: 08/08/2022

  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: 08/09/2022

  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 considering they emailed me directly and fixed the issue.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an old account t that suppose to be closed and no money should be able to enter the account. I also have another account that I made because I had problems with the first one. I have had two people send me money and when they pulled it up to send the money they sent it to the old account. The first time they corrected it and thats when I made the new account. So Saturday I had someone send $750 and it went to the old account t again. I have contacted the support team since thats the only way to correspond with the Cash App team and they did text me back and asked for certain information that I sent but then have not heard back from them. This happened twice since Saturday. I spoke with a ****** and manager ****** They both ask for info that I sent and that was it. I have text about 20 times to no avail. I need my money. I even had the sender co tact them and then I recieved a text stating that the sender wanted a refund . I text the support team back to let them know that I received that text so can you send them the money back. I still did not get a response. Please assist me in this matter. Thank you

  

  Business Response

  Date: 08/05/2022

  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:08/01/2022

  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 havent used cash app for more than 5 years now but have a family member who sent me money through cash app without me knowing until it was already sent. I had cash app customer service call me back after contacting them but issue cant be resolved at the moment is all im getting and to try back at a later date. I had my family member contact cash app to do the reversal of funds sent but cash app said i would have to return it on my end but i cant even get into my old account without my debt card number from 5+years ago.

  

  Business Response

  Date: 08/05/2022

  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:08/01/2022

  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 19, 2022 I purchased a product from MASTERMYHEALTHNOW.COM, aka Smilz for $213.70 using my CashApp debit card. The product didnt arrive until 6/22/2022 and it was damaged. I contacted the merchant to let them know and they said they would send me a refund immediately. I waited more than the 2 weeks they said it might take to arrive in my account and let CashApp know I should have received it. They told me to check with the merchant. I checked with the merchant and they sent me a receipt, showing the refund was sent on 6/22 and that I should check with CashApp. From July 7th up until now, I have filed 3 disputes with CashApp per their Supports instructions. Each time my dispute is denied because the original transaction happen more than 60 days ago. CashApp has stopped communicating with me and my last dispute never showed up on their website. I dont understand how they can keep my refunded money. Ill attach the receipt and last communication from the merchant. They offered to work with CashApp to resolve this but CashApp refused to contact them.

  

  Business Response

  Date: 08/05/2022

  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: 08/05/2022

   
  Complaint: 17656040
  
  I am rejecting this response because:

  There is no attempt by Cash App to resolve my issue.  I have proof via a receipt from the merchant they they refunded my Cash App card. Cash App has not addressed the validity of my receipt, only telling me they received no refund from them.  No other details.  They tell me to contact the Merchant, which I have several times, but I can hardly argue with their proof.  This is where Cash App drops the ball in my opinion. What is wrong with the receipt?  It seems to have all the necessary info on it for my refund to be put through.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/09/2022

  
  
  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 08/07/2022. 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: 08/11/2022

   
  Complaint: 17656040
  
  I am rejecting this response because:

  The merchant has provided proof they paid you the $213.70 to refund to my account by way of a receipt with the last 4 digits of my cash card and a Claim ID, dated 6/22/2022.  That should be the date you are basing this dispute on.  Not the April date.  And the merchant has also offered to work with you to resolve this for me, which I assume you are declining g to do?
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/15/2022

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 08/07/2022. 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: 08/16/2022

   
  Complaint: 17656040
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/01/2022

  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 sent $400 to my son through Cash App. After I sent it my son, he told me that he doesn't have access to that account anymore. That he had to make a new account on Cash App. So that $400 is sitting in that account until the end of time or until it goes into the pockets of the Cash App owner I suppose because they refuse to refund it to me and they will not transfer the payment to another recipient (which would be my son's active account). It's unacceptable. My bank cannot stop the payment either. We have tried several attempts to resolve the issue and either get the money returned to me or transferred to my son's active account. It's my money. I feel I have been scammed. There should be no reason why they can't give me the money back. It's one thing to lose $10, $20, even $50. But $400!?! Please help me. This is outrageous. I have been trying to get this resolved for a month. All of the images I am sending are all separate attempts at resolving the situation and they just keep telling me the same thing over and over.

  

  Business Response

  Date: 08/05/2022

  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:08/01/2022

  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.

  Because of fraudulent charges repeatedly against my CashApp Account, I keep my CashApp debit card locked when not in use. When I go to use it, I unlock my debit card until the charge has been approved and gone through, then I lock it again to prevent further fraud. Every time I contact Customer Support regarding problems, a solution/resolution is never provided. They just read from a script and offer nothing to the customers. The complaints against this company are many! How can a company in America be responsible for a citizens money and allow it to be stolen and many other flagrant violations with absolutely no customer support but a reading from a script? I'm sure their Customer Support is outsourced, but I cannot have legitimate charges being rejected with sufficient funds in place. This is not the first time this has been done.

  

  Business Response

  Date: 08/05/2022

  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:08/01/2022

  Type:Product 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.

  On 6-21-2022 i Received a phone call from a representative stating their with cash app and thats how it showed on my call log. The representative stated there were something fraudulent going on with my account and they had it on investigation( a charge for $350). The rep asked to verify my information and sent me a link. The rep proceeded to tell me not to utilize my card while its under investigation and they gave me a confirmation code for cancellation (act-396582). Following that call on June 29 my account was hacked for multiple amounts while i was sleep. When i woke up to use the bathroom i noticed a request for $288 from a person i dont know so i canceled the request and blocked the person. I removed my debit card and bank account information and proceeded to contact cashapp via in app message since they were closed. I checked my email and noticed that at 11:38pm my email was removed and the person proceeded to send multiple amounts ($200 @ 12:12am: $250 @ 12:52am: $100 @ 2am: $75 @ 2:55am). I then received a notification that my phone number was removed and the name was changed from my user name to my deceased mothers name. So i called cashapp on multiple occasions and they didnt do anything about it and i tried to send screenshots but they didnt allow me too. So i contacted my bank and filed a police report. Cashapp claims i sent the money but i didnt i have had cashapp for years and never changed my personal information or sent anyone that type of money. Cashapp hasnt been willing to help resolve my matter.

  

  Business Response

  Date: 08/04/2022

  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: 08/10/2022

  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:08/01/2022

  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.

  Cash App falsely represented that I would receive 10% off (up to a maximum of $5) for a purchase made anywhere. When I made the purchase, they refused to follow through with their promise and would not credit the discount. They claim that the discount was for a single purchase only. And the discount worked the first time I used it. However, if the discount was not intended to be used for subsequent purchases, then the discount should have disappeared after redeeming it the first time. Instead, the discount offer reappeared after the first use, indicating that it was available to use again. My husband was able to use the same discount multiple times without issue as have others on online forums. Cash App admits that the discount offer should not have reappeared after redeeming it the first time. However that is not my problem. They messed ** in how they implemented the discount and represented that the discount was available for subsequent purchases. This is false advertising and fraudulent. I have a screenshot showing the discount offer being active even a few minutes after the transaction, proving that the discount offer was available after the first purchase and was active after the second purchase. All I want is the $5 I was promised by the Cash App user interface. I attempted to chat with support in the app and they refused to honor their promise. I appealed to a supervisor and they acknowledged that I should not have been able to activate the discount second time despite being able to do so. But they still refused to honor the discount the app said I should have received. Engineers incorrectly implementing the discount offer is not my fault. The app misrepresented the discount and cash app is refusing to honor it. If the app shows that I should be getting a discount then it is reasonable for me to assume that I will get the discount. I cannot predict what the intentions of the offer were or why it was implemented incorrectly.

  

  Business Response

  Date: 08/03/2022

  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: 08/03/2022

   
  Complaint: 17653348
  
  I am rejecting this response because:

  It is based on a misunderstanding of the situation. Cash app claims I never activated the discount boost a second time yet my screenshot contradicts that assertion. Please address the screenshot showing the boost activated a second time. 

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

  

  Business Response

  Date: 08/09/2022

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 08/04/2022. 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