Consumer complaint received 2021-10-18
Company: Square Inc
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I just got this email about my issues A Message from Cash App Support [ ref : XXXX : ref ] Hi XXXX XXXX This is XXXX , and I'm a manager here at Cash App. I am reaching out to you regarding the {$28.00} payment sent to $ prettyassmomoo on XX/XX/2021. Thank you for your patience. 

Cash App is unable to cancel or refund completed payments. If you would like to recover your funds, please send a request to the recipient : 1. Tap the Activity tab on your Cash App home screen 2. Select the payment in question and tap Completed 3. Tap Report an Issue 4. Select a reason and tap Next to complete the request Before sending a payment in the future, we strongly recommend that you : - Only send to people you know- Verify the recipients name before sending - Double-check the spelling of XXXX XXXX - Double-check the recipients phone number or email for typos To learn more, please visit Cash App 's Terms of Service ] ( https : //cash.app/legal/us/en-us/tos ). To learn how to further secure your account with safety features, please visit our [ Help Center ( https : //cash.app/help/us/en-us/3127-keeping-your-cash-app-secure ). 

We have provided as much information as possible to help you resolve your issue. Were unable to provide additional support and will be closing your case. 

To contact Cash Support in the future, tap the profile icon on your Cash App home screen and select Support. 

Best, XXXX. 
Cash Executive Relations Team ref : XXXX : ref It still nothing about my dispute or not helpful I filled a dispute for a unauthorized payment but here is the dispute information again It's is about a dispute, and I can't contact the person because I don't know them or have their information! 

1. What is your legal name, XXXX XXXX, and email address and/or phone number linked to the account associated with the 'unauthorized ' activity? XXXX XXXX XXXX XXXX XXXX 2. What are the dates/times and amounts for the transactions that you believe are in error? XXXX XXXX XXXX {$28.00} 3. Why do you believe the transactions were unauthorized? This is the three time I have a unauthorized payment sent to the same user I never sent it to her or don't know her 4. Were you instructed to download any other apps other than Cash App to access the account in question? No 5. What is the make and model of the device ( s ) you were logged into when the transactions took place? XXXX 6. Which city & state were you located in when the unauthorized transactions took place? XXXX Pennsylvania 7. Did you forward or provide any account access information to a third party? No 8. Do you have a PIN set up to authorize payments? If so, did you share your PIN with anyone? No 9. Do you have possession of your device, if not, when did you last have possession of your device? I didn't have possession of my device when I was sleeping before I want to bed I did someone probably guessed my cash app pin who I don't know and changed my pin but I changed the pin.

Company response to consumer: Closed with explanation