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:07/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint because I was permanently banned from using Cash App last year without any explanation. Since then, I have made several attempts to resolve the issue and regain access to the platform, but have received no clear reasoning or resolution.Cash App is widely used by my friends and social circle, and being locked out of the platform has made it extremely difficult for me to send and receive money conveniently. Every time I try to create a new account and verify my information, the account is automatically closed shortly afterward. It seems to be getting flagged simply due to its connection to my previously banned account.I am asking ********************** to please review my situation fairly and provide a clear explanation for the original ban. I believe I should have the opportunity to use the platform like any other user, especially if no policy violations occurred. If an error was made or the issue can be resolved, I am kindly requesting to be unbanned and allowed to use Cash App again.Thank you for your attention to this matter.

  

  Business Response

  Date: 07/15/2025

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  
  
  
  
  

• Initial Complaint

  Date:07/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to get my name changed since february 2025. I have sent multiple pictures of my I. D my marriage license myself holding my id and other documents proving who I am. They continue to tell me that they can't do it because of off the wall reasons. I really haven't gotten a good reason as to why they tell me that I need to continue to upload these documents that I have uploaded them multiple times and they tell me that I need to upload them again. This has been going on since the end of February. And it is now july and nothing has been done. As of this morning, they said they were closing my case. And not changing my name and again, i've sent everything over multiple times so there's no reason that they should be closing anything without fixing my name. This is now affecting my credit. Because it's going under a wrong name. So any of the borrowing and using of banks that I'm doing and paying back all the lenders that's not showing on my credit report because it's not showing under my name. So now this is also affecting my credit score, which should be going up. Because of what i'm doing, and they are refusing to change my name for whatever reason again.I have sent over the documents.Probably fourteen or fifteen times. I have also contacted an *********** if I get no hope through you guys, i'm just going to file a lawsuit. They have been sued for people getting information before and i'm worried that with all the times i've sent my information over with my name, my ids, all that i'm worried that it's going to get into the wrong hands and negatively affect me. I am begging for help.

  

  Business Response

  Date: 07/15/2025

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  
  
  
  
  

• Initial Complaint

  Date:07/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was a transaction that appeared on my account on 7/1/2025 for 5.14 from dollar tree in dundalk which posted at 7:48am. I was in bed when the transaction notification came through on my cellphone. I was also sick from suffering from fibromyalgia and sjogrens. On top of that, my card was in my wallet. The purchase was made before the store opened at 8am.I filed a dispute with cash app. It was denied. I called cash app and gave all of the details as well as my location information which showed I was home during the time of the transaction. I canceled my card. I received an email the same day that the second dispute was filed and they concluded that I authorized the transaction and cash app denied my claim again.

  

  Business Response

  Date: 07/14/2025

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  
  
  
  
  

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23560646
  
  I am rejecting this response because: it is unfair for a banking organization to be made aware that some entity hacked my card/account and them blatantly not perform a investigation nor provide a refund for 5.00. For me it is the principal that I am physically disabled, was in pain in bed and able to provide a doctors note for the date in question. And not to mention the transaction occurred while the store was closed at 748am on 7/1/2025 and the store does not open til 8am. Which anyone can *******
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 07/21/2025

  
  
  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 07/14/2025. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to that email.
  
  
  Thanks,
  Cash App
  
  
  

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23560646
  
  I am rejecting this response because: There was no investigation report provided for me to review that confirms the conclusion that the business came to. I know for a fact that I did not approve the transaction and my information was hacked.

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

  

  Business Response

  Date: 07/23/2025

  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 07/14/2025. We reviewed this interaction upon receipt of your initial complaint and we can confirm that we have provided the correct information for this issue, consistent with our Terms of Service. No additional action is available at this time. 
  
  
  Thanks,
  Cash App
  
  
  

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23560646
  
  I am rejecting this response because: There is no validity in the matter and no investigation was completed or evidence given. Cash app is simply a bad business and does not protect its consumers.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12 June 2025 I subscribed to *** services from **********. After paying for the *** services I discovered that nothing worked. I could not set up a shop, as promised, upload pieces for sale, or even edit any of the addons that the *** subscription promised. I reached out, several times, to ****************** and **************** Never recieved an answer. I then filed with CashApp that I did not receive the services paid for. CashApp said I did. I appealed only to have them close my appeal saying that I did not respond within three (3) days. They closed it the next day. I've provided CashApp with informaiton showing that I have tried to contact YouPic, and even provided information showing that no one is getting what they paid for from YouPic (a complay that is based overseas), and that it is a major problem. That evidence was ignored. Even here ********************************************* you can see that no one is getting help from YouPic or receving what they paid for.

  

  Business Response

  Date: 07/15/2025

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  Thanks,
  Cash App
  
  
  
  
  

• Initial Complaint

  Date:07/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally had a cash app account using ******** for a few years...a few months ago someone tried to send me money and said it was blocked? I contacted cash app and they did not help at all..they advised that my account was used for gambling and activities that go against their terms of service? I was never ever warned that my account was compromised...I have been back and forth for 2 months now trying to contact managers and calling customer support...I DID ABSOLUTELY NOTHING WRONG...and they will not allow me to use a cash app again??? I make money on tiktok and a lot of people want to pay me through cash app,so this is hurting me....I tried to open a new cash app and it still will not allow me to because it is attached to my ss#.....my new cash app is $patti1172D....I AM tired of fighting this and I will not be accused of something i did not do...can someone please look into this for me.....theres no money involved..however it is hurting me because people want to pay me using cash app and they cant now....I ATTACHED A DEFAULT LETTER THAT HAS BEEN SENT TO ME SEVERAL TIMES EVEN AFTER I WANT TO CONTACT A MANAGER...AND I HAVE TONS OF SCREENSHOTS BACK AND FORTH THROUGH CUSTOMER SUPPORT...***** WANTS TO HELP ME....I NEVER RECEIVED ANY WARNINGS OR EMAILS IN THE PAST THAT MY ORIGINAL ACCOUNT MUST OF GOTTEN HACKED AND I AM BEING ACCOUNTABLE FOR IT

  

  Business Response

  Date: 07/14/2025

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  
  
  
  
  

• Initial Complaint

  Date:07/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received 3 refunds from ****** in the amounts of ***** ***** and 6.48 this equates to 74.8 and I only received ***** to my balance which I moved to savings leaving 16.8 that I did not receive..

  

  Business Response

  Date: 07/14/2025

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  
  
  
  
  

• Initial Complaint

  Date:07/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lost my cash app card and someone found it. I was going shopping at *******. Whoever found it used it at ******* and *******. ******* was the first transaction and ******* was the second one. Cash app required me to send a police report. They then refunded the ******* but said I was involved in the ******* transaction. I don't understand why they refunded the ******* when it was the second transaction. I feel like that's slander because I was trying to shop for food not out in 100 degree weather to pull a scam for 137 dollars especially since I have a bad heart and severe asthma I indicated it was my rent money. I just need help. They asked for the police report i sent it and then they said go to the police station and have them fill out a form. I explained I'm not able to get out the house it's extremely hot and very unhealthy for me considering my heart and lung issues especially when I did what they asked me to do. Thank you for anything you can do and I respect whatever you can't do.

  

  Business Response

  Date: 07/14/2025

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  Thanks,
  Cash App
  
  
  
  
  

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23559423
  
  I am rejecting this response because:
  I provided what they asked for and they still keep denying me. I don't understand why they say I had something to do with it at ******* but refunded the second charge. So very unprofessional and completely unhelpful. These big corporations don't care.
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/20/2025

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 07/15/2025. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please reach out to support at ************************.
  
  
  Thanks,
  Cash App
  
  
  

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23559423
  
  I am rejecting this response because:
  I already submitted the police report and they won't honor it. They just keep saying that they deny me 
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/23/2025

  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 07/15/2025. We reviewed this interaction upon receipt of your initial complaint and we can confirm that we have provided the correct information for this issue, consistent with our Terms of Service. No additional action is available at this time. 
  
  
  Thanks,
  Cash App
  
  
  

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23559423
  
  I am rejecting this response because:
  They are simply lying and accusing me of being involved and I have provided proof but they won't refund my money. I don't understand why they refunded the second transaction and they deny the first one. It doesn't make sense. I really get tired of companies taking advantage of us because they know we don't have anyone to care enough to help us especially if you are not the right race.
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 26, 2025, a temporary authorization hold of $388.05 was placed on my Cash App card by the *********************. This was a standard hotel hold, and I have previously stayed at this same property using my *************** debit card, where the authorization hold was released within a week.However, despite confirmation from the hotel that the hold has been released, Cash App is still withholding the funds and refusing to release them until July 26, 2025 a full 30 days from the original date. This is not only excessive but also inconsistent with how other financial institutions handle similar pending transactions.I contacted Cash App support multiple times and spoke with a manager named ****, who stated that this is their standard policy and that no further escalation is available. I was told repeatedly to contact the merchant, despite already confirming with the Hyatt that theyve released the hold. I offered to provide documentation of this, but it was disregarded.Cash App is withholding my money unnecessarily and providing no path to resolution. This delay has impacted my ability to manage time-sensitive financial matters, and their refusal to escalate or review this further is unacceptable.Attached is a screenshot from my Cash App account confirming that the $388.05 transaction from Hyatt Regency Chicago is still pending. I have verified with the hotel that they released the hold, yet Cash App has not released the funds and continues to insist on a 30-day waiting period without cause.

  

  Business Response

  Date: 07/13/2025

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  
  
  
  
  

• Initial Complaint

  Date:07/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a $43.63 purchase with ********************** Store on 6/29/25 ("SMITHS 5119" on the transaction history). I had a current balance of $83.67; The Smiths purchase left $40.04. The next day (6/30/25), the same $43.63 purchase with SMITHS 5119 was taken out of the account AGAIN, leaving a negative balance. I wound up taking a loan from cash app to fix the negative balance while I tried to understand why it happened. When I discovered why, I tried to contact support through the app, and they informed me that I could only do so through emailing Cash App Borrow Support ************************ On 7/1/25 I had a reply from "****", and then on 7/2/25 I received a reply from "******"; both made it obvious that they were not reading my support ticket because they kept talking about the loan being successfully placed in my account, and not about the actual topic at hand - the double charge I was given that resulted in a negative balance. It was because of the double charge that I wound up having to borrow $50 from cashapp; if that double charge had never happened I would have never needed to borrow that money. This is the complaint.

  

  Business Response

  Date: 07/13/2025

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  Thanks,
  Cash App
  
  
  
  
  

• Initial Complaint

  Date:07/04/2025

  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 July 2 my cash app bank account was suspended and my debit card locked unknowingly till I tried to use my debit card. I called their customer support and had to be transferred to a manager. The manager cannot tell my why this happened and said it needed to go up further to a accounts specialist that would email or text within 7 to 10 days. The manager also said because my card is locked my paycheck maybe sent back. I explained to the manager I had bills to pay only to get I can still send money. Because of this I had to get prepaid debit cards and move my money to a more secure account in my credit karma. I had to leave work on the July 3rd to open a bank account resulting in me losing hours at work for something I had no control over. I have yet to get an answer why they did this and it seems illegal for them to do this without any knowledge or explanation to why they did this.

  

  Business Response

  Date: 07/13/2025

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App