Consumer complaint received 2020-12-29
Company: Square Inc
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unexpected or other fees

Complaint:
First email was to cash app on XX/XX/XXXX after reviewing records that cash app was not charging deposit fees with my account and then in XX/XX/XXXX unbeknownst to me, without my consent or changes to my plan, began deducting fees every time the same person/business sent me cash to my same bank account. They kept a total of {$400.00} by deducting fees without warning a year after using the app in the same manner as I had since first setting up my account. Upon my first email to customer service, they notified me that I had a business plan and sent me a refund of only {$5.00} to switch it to a personal account ( I NEVER SPECIFIED an account and it's always been the same personal account ). 

Please see multiple prior sent emails to cash app support starting on XX/XX/XXXX and continuing to present day with the same response and no contact from the company or resolution to the matter. 

On XX/XX/XXXX I sent this email : " Thank you for the email but this does not clarify anything. Can somebody please call me I am very upset about the lack of transparency and money Im owed. Thank you again for responding to my concerns. Best '' See below for detailed history from prior email sent to Cash App on XXXX : " Dear Cash App Customer Service Staff and Supervisors, I have been communicating with support via email for some time without a full resolution to my issue. Please see reference info from last email from you : For reference, your case # is : XXXX Thank you, Cash App Support '' " I have been using the app since XX/XX/XXXX. I used it to be paid for contract work, from the same person/clinic since the start. I never signed up for a business account and was receiving my payments sent to direct deposit with Bank " X '' without any fees from XX/XX/XXXX through XX/XX/XXXX. Suddenly, as of XX/XX/XXXX the app began deducting fees from my deposits without notifying. me or without my approval for any changes as I would never switch plans or pursue immediate cash out if it came at a cost. I trusted Cash App to keep customers abreast of any changes to plans or policies. I went through reviewing all of my past Cash App deposits and clearly see you suddenly added fees to my account which subsequently cost me a significant amount of money, which was done/taken without my approval. '' The sender has always been from XXXX AT XXXX $ XXXX and/or XXXX. BOTH ARE THE SAME PERSON/BUSINESS. XXXX 's email XXXX @ XXXX See line items below : XX/XX/XXXX {$2000.00} payment with NO FEES= fully deposited amount of {$2000.00} XX/XX/XXXX {$2000.00} with fees of {$38.00}, only {$1900.00} deposited : SUDDEN CHANGE by CASH APP TO ADD FEES XX/XX/XXXX {$550.00} with {$10.00} fee XX/XX/XXXX {$840.00} with {$15.00} fee XX/XX/XXXX {$1000.00} with {$19.00} fee XX/XX/XXXX {$1900.00} with {$36.00} fee XX/XX/XXXX {$80.00} with {$1.00} fee XX/XX/XXXX {$310.00} with XXXX fee XX/XX/XXXX {$440.00} with {$8.00} fee XX/XX/XXXX {$1500.00} with {$28.00} fee XX/XX/XXXX {$1500.00} with {$28.00} fee XX/XX/XXXX {$20.00} with {$0.00} fee XX/XX/XXXX {$1500.00} with {$28.00} fee XX/XX/XXXX {$1500.00} with {$28.00} fee XX/XX/XXXX {$23.00} with {$0.00} fee XX/XX/XXXX {$30.00} with {$0.00} fee XX/XX/XXXX {$1500.00} with {$28.00} fee XX/XX/XXXX {$1500.00} with {$28.00} fee XX/XX/XXXX {$10.00} with {$0.00} fee XX/XX/XXXX {$1600.00} with {$30.00} fee XX/XX/XXXX {$1800.00} with {$34.00} fee XX/XX/XXXX {$1200.00} with {$22.00} fee XX/XX/XXXX {$140.00} with {$2.00} fee XX/XX/XXXX {$310.00} with {$5.00} fee ( refunded by cash app after 4 email complaints and attempts to directly speak with supervisors ) See images below with evidence that Cash App changed my account from no fee deposits to charging a fee after XX/XX/XXXX. I have been using Cash App well before this and NEVER signed up for an account that would charge me. You have charged me {$400.00} worth of fees for all Cash App deposits from XXXX. Prior to that there were NO FEES. Please refund me the full amount as owed and paid by the other Cash App member in order to rectify this upsetting situation. I was only granted a refund for " downgrade reimbursement '' ( which I NEVER agreed to or chose ANY changes to my account that would incur deposit fees! ) of {$5.00} on XX/XX/XXXX. This is unacceptable as I have been paid less {$400.00} for the past 6 years as a Cash App user. Given the above charges ( see below for photos with evidence of changes to fees with my same account ), I am owed {$390.00} to make up for lost wages. I appreciate a prompt response with reimbursement ASAP, particularly given the state of our economy during this pandemic and subsequent financial stress. 

Please have a supervisor contact me, ideally by phone as soon as possible to address this matter. I look forward to a very quick response given the large amount of money needed to be reimbursed to me. '' Email follow up on XX/XX/XXXX : From me to cash app customer support ( auto replies by different named people/robots every time with same response ) Here is my email : " Hello, I appreciate the response but this matter is not resolved and was not explained nor assessed in any prior emails in response to my multiple, detailed requests for reimbursement as no proper notification of charges or changes to my account was provided by cash app. 
If you can not help me with this case please connect me with a manager or supervisor I can speak to about this. I would like to avoid filing a formal complaint but I provided detailed information which shows that cash app changed my account and extracted fees without my consent or knowledge. Thank you for communicating with me about this matter. I hope that cash app is invested in treating its customers with respect. 
Thank you for immediately attending to this matter. 
I wish you wellness and health, and as an essential worker during these very stressful times, I especially hope businesses are mindful of their customer care and communication. 
Thank you '' Please assist me in accessing the refund owed to my by Cash App ( Square is parent company ) of {$390.00} Thank you. I have more details in the emails with photos of my deposits over the past 6 years on the app, as well as emails, names and bank info if helpful or necessary.

Company response to consumer: Closed with explanation