Consumer complaint received 2021-04-08
Company: Square Inc
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XX/XX/2021 I walked into a safeway store in XXXX CA. I used a " *Cash App '' card to purchase a pack of mentos ( {$1.00} XXXX and got cash back ( {$60.00} XXXX at XXXX. My account was fine until around XXXX I noticed it was over drawn. Which in cash apps policy is not supposed to occur. Well at XXXX the same day an additional charger was placed for an additional $ XXXX hour after the legitimate purchase. I was only able to send an email to cash app but I immediately notified them of my problem. They later responded saying their was a glitch in their system and I could use the atm again. Which is a problem I never mentioned nor had, and they did not mention my real issue at all. I had to call and call people to find someone who could loan me enough money to cover cash apps over draft fee because of this as well as a bit extra so i could get gas to get home. I contacted the merchant immediately, they did an initial check and said they do not see the extra charge on their side at all, but they were going to file a dispute anyways to make sure. The next day they called me from this number XXXX ( this is their financial department ). They assured me that there was only XXXX charge made on their end and also told me that the charge had cleared the account completely. So It was not pending by XX/XX/XXXX. 

Cash app on the other hand finally answered the phone on XX/XX/XXXX. I was told that the merchant charged me twice. Because the merchant was already paid twice they had to file a dispute so I could not have my money back yet. The next day is when I received confirmation from the merchant that they only charged me once so I contacted Cash App again and they told me something different that the merchant had not received the money yet it hadnt cleared and that I needed to wait so they could make sure the payment could be XXXX next day XXXX contacted them again. They told me the merchant had already been paid it had cleared their account so then they were in possession of the extra {$61.00}. 

Knowing this to be untrue I requested to speak to a manager abd was told that I could not. I was told that the person on the phone I was speaking with could not assist me any further I just had to wait for an email response from someone letting me know wether or not they were going to return my money. So up to this point what has occured is that Cash App has taken money out of my account due to a glitch or illegal business practices ... they lied to me about it being due to a merchant and continue to refuse to refund my money. The account I used was not even supposed to be able to be over drawn. I was sent emails that related to issues I did not even have because they were responding with AI most likely. I was told they were having a computer glitch, as well.as being told several different conflicting stories about what actually happened. I tried to request more information, I tried as well.to speak to a manager and was denied on all fronts. They continued to tell me they already told me I have to wait ten days ... maybe 45???? This is completely unacceptable. It is one thing if it is regarding a transaction but this posted to my account an hour later and the merchant assures me they can provide documentation showing they only charged me once also. If they decided they want to charge every customer double charges then go leverage that money or something claim it was the merchant and automatically get 45 days to return the money that wouldnt be legal. I dont think it should be legal even if it just happens to one person either. Their terms of service state they do not hold money for refunds and as soon as the merchant refunds the money Cash App makes it available to their customers. Well this money never left XXXX XXXX hands. The Merchant was already paid free and clear for this transaction by XX/XX/XXXX. This is a breach of contract and their 10 day rule does not apply. Money never went anywhere. I can provide proof of this from the merchant but can not even reach someone at cash app who can even look at this information. They have given me attitude as if I am.being unreasonable when they literally stole money from my account ( If I " accidentally '' take your tv is it any less stealing because it was an accident?? ) and will not speak to me or return it to me and they are well aware of the financial hardship they have caused because of this.

Company response to consumer: Closed with explanation