Consumer complaint received 2020-12-22
Company: Square Inc
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX, I initiated a payment to a friend using the cashapp system in the amount of {$3000.00}. Minutes later, we decided to use a check instead, so, my friend refunded the {$3000.00} back to me using the same app. The app shows the refund was processed and returned to my bank card instead of the cashapp e-wallet. The problem is the funds were never credited to my bank card account either. On XX/XX/XXXX, I initiated my first support request with cashapp. XXXX with Cashapp support responded XX/XX/XXXX by email, asking me to dispute it with my bank. On XX/XX/XXXX cashapp closed my case due to lack of communication. So, on XX/XX/XXXX I contacted my bank ( XXXX XXXX XXXX ) to initiate a dispute through them. My bank opened a dispute but quickly closed it without further investigation or resolution because the source was cashapp. My bank refused to process a dispute through visa and told me to process my dispute through cashapp. XX/XX/XXXX I reinitiated my dispute with cashapp and began including my bank in the emails so that both cashapp and my bank could see that neither are taking steps to resolve my missing funds. Rather both cashapp and XXXX XXXX XXXX keep pointing the finger at each other and telling me to resolve this with the other entity. 

From that point on, XXXX XXXX XXXX assigned me one point of contact, XXXX. She has at least attempted to resolve this but her hands are tied because of XXXX XXXX XXXX policies involving disputes with internet transfers using e-wallet services. My complaint with XXXX XXXX XXXX has to do with their policy to take no action to dispute if an e-wallet service is involved. This policy needs to be looked at and corrected. A dispute should be initiated with VISA no matter what if a consumer is complaining. 

Cashapp on the other hand has grossly mishandled my dispute requests. No single point of contact has been assigned. I've had 5 different contacts with cashapp. XXXX, XXXX, XXXX, XXXX and XXXX. Each one sends one form letter email that repeats the same information of how they're taking over for the previous representative. They've reviewed my request, confirmed with Visa that my funds were returned and that I should dispute with my bank. Each time I respond back telling them my bank representative has been added to the email and I tell them my bank can not move further with their dispute. I ask for the visa proof each representative has cited. However, instead of providing the proof or escalating further, I then get another form reply email from a new cashapp representative that says the same thing the last representative wrote. It's like cashapp has hired robots that can't think or communicate. The only thing they can do is send the same email over and over and over and over and over again. 
Meanwhile my money is still in limbo. Neither cashapp nor XXXX XXXX XXXX is able refund it. 
Please help. I've copied this in order to make 2 identical complaints. One for Cashapp and one for XXXX XXXX XXXX. If you're reading this. Please process it under the appropriate company I've filed the complaint against.

Company response to consumer: Closed with explanation