Consumer complaint received 2022-01-02
Company: Square Inc
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
A transfer of {$15000.00} from my Cash App account to my new XXXX account was never successfully completed. This money has been inaccessible to me for over a year. 

On XX/XX/XXXX, I elected to fund my new account with XXXX by charging my Cash App account. I provided XXXX with my Cash App account and routing numbers. 

On XX/XX/XXXX, I received an email from XXXX saying, in part : " Your {$15000.00} transfer could not be deposited into CitibankIf the amount was transferred from an account held by another financial institution, please contact them and request that the transfer be returned. This action will re-deposit funds back into your account. '' I've attached this email. 

I contacted Cash Support and asked that the transfer be returned, but they ultimately refused. On XX/XX/XXXX, I received an email from Cash Support saying, in part : " After reviewing your account, I can see that your direct deposits were rejected and can confirm the funds will be returned to the originator of this deposit within 3-5 business days of the posting date. In order to help locate the funds, I have attached a PDF to this email showing the rejected direct deposits and the return trace IDs. With that said, your Cash Card and direct deposit account have been deactivated. '' I've attached that PDF. This was the first I had heard of my account being deactivated. My understanding is that, at this point, XXXX had rejected the transfer and sent it back. However, my Cash App account had been deactivated. So Cash App would not allow me to access the returned transfer. Cash Support 's claim that the funds would be " returned to the originator of the deposit within 3-5 business days '' proved false, as I never received anything in my XXXX account XXXX 

On XX/XX/XXXX, I filed a complaint against XXXX with the Consumer Financial Protection Bureau. XXXX responded by claiming, " XXXX does not have the funds as they are being held by the third-party vendor XXXX ; therefore, we recommend that you contact XXXX XXXX  for further assistance in recalling these funds. '' I've attached XXXX 's complete response. 

On XX/XX/XXXX, I emailed Cash Support and shared XXXX 's response. On XX/XX/XXXX, I received a reply stating : " For this, since you have confirmed with XXXX that the funds are being held at XXXX, you would need to work with XXXX directly. Cash App partners with XXXX XXXX  for direct deposits and Cash Cards, but I can confirm that your funds successfully left Cash App and XXXX. '' I called XXXX, and spoke with a sales representative who was adamant that XXXX does not deal with consumers directly. She said that my bank needs to open a case with XXXX to resolve this. Therefore, I contacted XXXX again. 

On XX/XX/XXXX, the XXXX XXXX XXXX XXXX sent me a secure message saying : " Upon a review of our records, we have not received the funds. In our last response letter, we referred you back to XXXX XXXX, the originating bank who sent the funds. Since the merchant has claimed non-receipt of funds, XXXX XXXX  will need to submit a request to recall the XXXX transfer and have the funds returned. '' Although I am aware that XXXX XXXX  customer service does not handle issues related to Cash App accounts, I decided to try calling them anyway since I was getting nowhere with anyone else. However, they refused to talk with me about my Cash App issue. 

On XX/XX/XXXX, I filed a complaint against Square , Inc. with the Consumer Financial Protection Bureau. I've attached the response. Square quotes back to me what I orally said to Cash Support on XX/XX/XXXX, " The {$15000.00} from XXXX, that was a refund. It was originally a direct debit from my Cash App account, but it, like, messed up, and it was supposed to get sent back. I disagree with Square 's characterization of my complaint. At that point, as an ordinary individual without a banking background, I was trying to investigate what happened. That statement reflects a lay person 's understanding on banking and ACH transfers. I am still trying to figure out what happened. I do not accept that Cash App successfully completed the XXXX transfer to XXXX. This was not a simple transfer from XXXX Cash App user to another Cash App user. XXXX, as a bank, did not accept the XXXX transfer and therefore my understanding is that Cash App did not complete the transfer. When XXXX notified Cash App that it did not accept the transfer, Cash App refused to resolve what happened to my money. Cash App had closed my account, and refused to accept any responsibility for Cash App 's unsuccessful transfer of my {$15000.00} to XXXX. Again, I do not accept that Cash App is absolved from its role in the loss of my {$15000.00}. 

Throughout this case, I have communicated with every company involved. Each company has sent me to another. But no one has yet taken responsibility and helped return my money. 

Block Inc is primarily responsible for this, for several reasons : 1. Cash App disabled my account, without notifying me, at a critical moment. If my account had not been disabled, I would still have access to my money. 
2. XXXX made two attempts to return the money to its origin. 
3. Cash Support refused to make any attempt to return the funds.

Company response to consumer: Closed with explanation