Consumer complaint received 2019-03-08
Company: Square Inc
State: DC
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
REQUESTED SUPERVISOR My son sent me money on ( XX/XX/XXXX ). When I logged into CASH App, I was prompted to confirm my debit card information, but I couldn't because my bank issued me another card and I wasn't given the option to change it. So I deleted the existing account and created a new one with my current debit card information. The NEW account has the exact same information, except a different Cashtag name. Instead of $ XXXX ( old ), the new one is $ XXXX. 

I was on phone with a male representative yesterday ( XX/XX/XXXX ) who walked me thru the process of identifying myself. I was instructed to uploaded my picture ID and provided SSN #, DOB and other requested Information under Bitcoin. Was told it would take 24 hours to resolve problem and merge both of my accounts and that a representative would call me between XXXX XXXX  EST  today ( XX/XX/XXXX ). Instead, I received an email at XXXX XXXX EST on XX/XX/XXXX stating a problem enabling Bitcoin  withdrawals from my account. Contacted sender and they were unable to pull back the money because the transaction is marked COMPLETE. 


On XX/XX/19XX/XX/XXXX@ XXXX XXXX. Received this email from Cash App : We understand you're having problems accessing your old account. If you havent already, please go ahead and create a new account associated with your new phone number and/or email address and link your debit card to the new account. Once youve linked your debit card to the new account, please reply to this email with the following : - Your first and last name - $ Cashtags associated with your former and new accounts - The phone numbers & email addresses associated with your former account - The phone numbers & email addresses associated with your new account - Last 4 digits of the debit card linked to your old Cash App account **or** the full zip code for that card - Last 4 digits of the debit card linked to your new Cash account Once we have this information, we can request that your two accounts be merged into one. Please note that once we merge your accounts, we can not unmerge them. Please note, we always recommend keeping a phone number and email address linked to your account to ensure easy access. Thank you. Cash Support My response on XX/XX/19 @ XXXX XXXX I don't have a new number or email address. It's the same. What has changed is my bank card number. I can not link the two because I created a new account and deleted the old one yesterday because when I opened the app, it wanted to use my old bank card information and didn't give me the option to change it. So, I deleted the existing account and created a new one - not knowing - it would create chaos in the system and confuse the representatives handling it. In doing so, I'm not able to see the money that was sent. I will provide you with the information requested. If you can not resolve this issue today, you need to refund the sender their money. They have a record of funds transferred to me, but I don't have a record of receiving on my end. 

First and Last name : XXXX XXXX Old $ Cashtag  : XXXX New $ Cashtag : XXXX Phone number & email addresses associated with your former account : XXXX and XXXX Phone numbers & email addresses associated with your new account are the same : XXXX and XXXX Last 4 digits of the debit card linked to your old Cash App account ( provided ) **or** the full zip code for that card ( provided ) Last 4 digits of the debit card linked to your new Cash account ( provided ) same zip code as old card. 

Received from Cash App XX/XX/19 @ XXXX XXXX Hello, Thank you for bringing this to our attention, we want to assist in securing your account and have temporarily suspended further activity. 

To begin the investigation, provide complete answers to the following questions within 7 days. A failure to complete this information in its entirety may negatively affect the final outcome of the claim. With these details, we can determine the best course of action moving forward. Upon receipt of your complete answers, we will further the review of your claim. We want to resolve this matter for you as quickly as possible. Keep in mind the investigation can take up to 45 days. 

We greatly appreciate your patience and cooperation. XXXX - Cash Support These are the responses to the following questions : Per your request, I have provided a response to all of your questions, if applicable. 

How many devices have you used to access your Cash App? 
Provide the make and model of each device : XXXX XXXX XXXX XXXX Verify which in-app and device security features were active for each device ( respond with a yes or no to each item ).

Passcode or Touch ID to authorize every Cash payment : Yes for XXXX XXXX and XXXX XXXX Push Notifications for transactions : Yes for XXXX  XXXX. No for XXXX  XXXX Device unlock passcode, Touch ID, or additional login security measures : Yes for XXXX  XXXX. Yes for XXXX XXXX Provide the date/time of your last login, prior to any claimed unauthorized activity? XX/XX/2019 Was there a balance in your Cash App before the unauthorized activity took place? No What was the last transaction you sent or received prior to noticing the unauthorized activity? 

For each unauthorized transaction, provide ; Date : XX/XX/2019 Dollar amount : {$200.00} Recipient or merchant : XXX XXX List any unauthorized changes to your account, such as a change in the phone, email, or PIN. I download the Cash App on my new phone & was prompted to confirm my debit card information to receive the {$200.00}. My bank sent me a new card, which was different than the one listed. The app did not give an option to change the information. I deleted my old account & created a new one with the new debit card information. My name and telephone remain the same and was not changed. 

Have you recently communicated with anyone regarding your Cash App account? Yes Select all applicable options : Received Phone call : XXXX Representative from Cash App Representative What dates did the communication take place? 
XX/XX/19 at XXXX XXXX XX/XX/19 at XXXX XXXX XX/XX/19 at XXXX XXXX XX/XX/19 at XXXX XXXX XX/XX/19 at XXXX XXXX  Provide full details of each communication : The conversation was the same each time. The man instructed me to go to the BITCOIN section of my app and take a picture of my Drivers License & Face. According to him, this would solve the problem & within 24-hours, I would receive my funds. But I didnt, and he keep calling back for the same information each time. On the last call, I mentioned the contents of this email and senders name. He said he knows who you are and told me to disregard this email because he is handling my case and will tell you so. No further communicate has been attempted. I still have not received my funds. The sender even attempted to resolve the matter from on their end, but to no avail. The Cash App is a database. A record can not be deleted from a database. Its not difficult to cross-reference my information to find my old record and merge with the new one & credit my account.

Company response to consumer: Closed with explanation