Consumer complaint received 2020-06-10
Company: Square Inc
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Problem adding money

Complaint:
Cash app card recently added a new feature for direct deposit. DONT USE THIS FEATURE! on the app they advertise that you can get your stimulus check direct deposited straight into your account from the IRS that it's fast and as soon as they receive notice from the IRS they post the money. All LIES!!! After I use the account and routing number that the cash app gave me for my account on the IRS website to send my stimulus check. My stimulus check of {$1200.00} was supposed to be deposited on XX/XX/XXXX that's what it says on the official IRS website. XX/XX/XXXX come there's nothing I tried reaching out there's no number of customer service for cash app. You can use the app it message customer service for help they take a couple of days to get back to you and are no help. The first customer service rep XXXX said that he doesn't see anything from the IRS regarding my account but that it takes 1 to 5 business days for direct deposit to clear. Wait what the app said that it clears right away. Lies! False advertisement. I would have went another way if I knew that. 5 days later still nothing I reach out again this time with documents from the IRS website stating that they sent it on the XXXX. Now XXXX said if they're still nothing after 10 business days then he will investigate it further. Which is straight XXXX  I was dependent upon that stimulus check I'm no longer working I have kids like this really hurt my family and me to the max. After 10 days still nothing XXXX XXXX has the nerve to ask me to send him the documents from the IRS official website saying it was sent. Hello I've already did that. He also States to make sure I check the account and routing number is the same. Hello I've been doing that every day since this whole situation started. To top that all off I received mail from the IRS stating the same thing that my stimulus payment of {$1200.00} has arrived and was deposited on the XXXX into my account. Where is it?? I then send the cash app Representatives 3 documents from the IRS proven that the IRS are stating it was sent on the XX/XX/XXXX. The date now was XX/XX/XXXX. I started doing research they found out that a lot of people was having problem with theirs cash app direct deposit regarding there unemployment checks and so on. That they blamed it on some new system. Some people still not have received money at all they just stole it and just XXXX XXXX others it took weeks. What the XXXX is going on! I feel like they took advantage of me and everyone else during this pandemic and this horrific time. I say that because after researching their policies which I had to find on the internet it's not on their website or the app. On there is says that you take a rest and it's not guaranteed for your direct deposit to show up. What the XXXX!! Is this real? Also that the money is not ensure like regular Banks. The only reason I did this is because I had cash up for a while and there was no problems sen money person to person. But this new direct deposit feature. Is a scam is doesn't work they use it to basically steal your money. Cash app is through XXXX XXXX. But it gets confusing because some information says the account and routing numbers are from XXXX XXXX  when other states it's from XXXX XXXX XXXX. Both hard to contact. You leave a message and no one gets back to you. Hopefully this warns someone else out there that's thinking about using that feature. Dont do it! Now today XX/XX/20 I received the email from cash app team that a new representative name XXXX will be handling my case from here. So we'll see what happens. I'll keep my account on here updated.

Company response to consumer: Closed with explanation