Consumer complaint received 2020-11-11
Company: Square Inc
State: DC
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
This is the letter I sent to CASH APP, along with about 45 e-mails trying to correct this issue. 
. 
XXXX XXXX XXXX XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX, XXXX, XXXX XXXX # XXXX XXXX, XXXX  XXXX Telephone : XXXX Email : XXXX XXXX XXXX XXXX CASH APP ) XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX To avoid legal action, the person reviewing or responding to this Complaint, it is strongly suggested, that if you do not have the authority or ability to correct this situation immediately, then take this to your superiors immediately. 
I cant point to the exact transaction in question, because this is a new account ( $ XXXX telephone ( XXXX ) XXXX ), the transaction and/or account of which Im complaining about is ( $ XXXX ( XXXX ) XXXX ) which I suspect is now closed. The facts of the transaction in question, is as follows : That on XX/XX/XXXX I transferred {$1100.00} to my CASH APP account ( $ XXXX telephone ( XXXX ) XXXX ) from my XXXX XXXX  checking account. I then attempted to send cash to two ( 2 ) friends, {$800.00} to XXXX XXXX at telephone XXXX XXXX XXXX XXXX, and {$400.00} to XXXX XXXX at telephone XXXX XXXX XXXX XXXX. The transfer to Mr. XXXX was successful, but the transfer to Ms. XXXX failed, supposedly for security reason ( s ). I was sent an E-Mail, which informed me that the money would be refunded back to my bank account in 3-5 days. This never happened. 
I have been reaching out to you, since XX/XX/XXXX, by way of over XXXX E-Mails ( Complaints ) to CASH APP Support built into the CASH APP APP. All E-Mails 40 pages are attached to this letter, and all have met with negative results ). Then out of desperation I turned to the internet, which gave me a CASH APP Customer Support telephone number. I don't believe that this number is associated with CASH APP at all, it appears to be some kind of scam, the telephone numbers are as follows XXXX, XXXX XXXX, and XXXX, these people are answering the Phone, and identifying themselves as CASH APP customer support representatives. They are rude, crude, disrespectful, and unprofessional, no one there speaks English very well, and they become frustrated quickly, and then they call you out of your name, calling me an " XXXX XXXX  XXXX ''. Then they attempt to elicit personal information by asking you to download the apps XXXX, and XXXX XXXX XXXX XXXX where they want access to your device, when I refused, they said the only way they could help me, is if I had a friend or relative who is a verified CASH APP user, and they could deposit the missing {$400.00} in there account, Because I work in the IT field, this sounded suspicious. So, then they told me to go to any XXXX, and that they could give me my money, I refused. 
To sum this up, I need my money, this missing money has already caused hardship, because I still payed XXXX XXXX, believing that this money would be replaced by XX/XX/XXXX, and since it wasnt, my electricity got cut off, and over {$300.00} worth of food perished. 
Again, I need my money, and now I am expecting you, to make it available to me in my new CASH APP account $ XXXX TELEPHONE XXXX. 
Should any question arise as a result of this letter, please do not hesitate to contact me at the telephone number address provided in the Letterhead. 


Respectfully submitted, XXXX XXXX XXXX XXXX XXXX. 


ATTACHMENTS : All E-Mail Treads XXXX XXXX  Statement XX/XX/XXXX XX/XX/XXXX DISTRIBUTION : CASH APP XXXX XXXX, XXXX XXXX, CA CASH APP Legal Dept., XXXX XXXX, XXXX XXXX, CA Better Business Bureau Federal Trade Commission FDIC Consumer Financial Protection Bureau XXXX XXXX DC Department of Consumer and Regulatory Affairs

Company response to consumer: Closed with explanation