Consumer complaint received 2019-04-04
Company: Square Inc
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
I opened my Cash app mobile account about a year ago. This company is also affiliated with Square company. Cash app has poor communication service. They do not have a toll free phone number to even contact them about your account. Recently around XX/XX/XXXX, there was a problem with fees being deducted from monies that were being sent to me from family and friends through the Cash app. I contacted Cash app via email their " XXXX '' several times to find out what the fees were for, and never received any response, until months later I reached out to the company via XXXX around XX/XX/XXXX asking for customer service assisting regarding these fees being deducted every time I received monies through app either by payroll/direct deposit or through friends and family. After contacting this company via XXXX, they communicated someone from their support team would be contacting me. On XX/XX/XXXX someone emailed me from their company about something totally unrelated my issue, so I reach out again to them on social media XXXX to let them know this, because this was the only way I was getting any type of response through the company. Someone from their company emailed me again addressing the correct issue saying why the fees were being deducted, apparently because I upgraded my account to business is why the fees were being deducted. I explained to them, when I upgraded there was no disclaimer saying that I would be charged fees for upgrading, and would like to received a refund for the fees that were taken from me. Apparently, the fee amount is 2.75 % of each deposit made to your account. I explained to them, there was way more than 2.75 % deducted. Also, the app doesn't allow you to downgrade back to a Personal account, once you have upgraded to Business account. So therefore I was very upset. During this same communication with them by email, they responded back stating they will refund me my fees back onto my Cash app account. I don't believe the correct amounts were refunded, however, that issue was resolved. Now, recently my Cash app acccount has been officially closed, with a remaining cash balance of {$120.00}. I contacted the company again through the app via email, no response again until I reached out to their social media account via XXXX, and was someone from their would be in touch with me. I got a generic email asking me to verify my identity by sending them : A photo of the front and back of Passport or State ID Card, A photo of the front and back of your debit card ( preferably the one linked to your Cash App ) and A selfie of your face. After sending this information, they closed my account where I was not able to access my remaining funds on the app. I repeatedly sent emails asking, why was my account closed after I verified who I was to them. Also told them, that is fine if you want to close the account, but how am I supposed to get my remaining balance of {$120.00} back. I have NOT heard back from the company. I feel this was done out of retaliation because I confronted them about the fees from the business account. I had been using this account legally and did not violate any terms or agreement. I had been using the app for the past year, and never had any issues until questioned them about the business fees. I JUST WANT MY MONEY BACK AND A RESPONSE AS OF WHEN AND HOW IT WILL BE ISSUED TO ME, since I am not able to withdraw my funds from the closed account on the app.

Company response to consumer: Closed with explanation