Consumer complaint received 2020-09-12
Company: Square Inc
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Confusing or missing disclosures

Complaint:
XX/XX/2020 was my last documented " completed '' and successful transaction with cash app. A short time after, I discovered my account was closed. An email was sent to XXXX XXXX XXXX. I received the attached response stating that I have violated section 4 and 5 within the terms and agreement/policy. I have sent several additonal emails to XXXX XXXX XXXX requesting the reason as to  why account was closed. I did not recieve any previous notifcation of policy violation nor was this fraudulant. I requested several times details regarding my account closure and I have yet to receive a response with details. I did not report fraud on my account and I feel this is incorrect. 

Per Cash App Term and Conditions given. 

4. Your Liability for Unauthorized Transactions Contact us as soon as possible if you think there has been unauthorized activity on your account. Depending on the circumstances, if an unauthorized transaction has occurred we may be able to cover you. 

Please let us know if you believe there is an Unauthorized Transaction on your Account. You could lose all the money in your Account. 

We will protect you from Unauthorized Transactions in your Account. When this protection applies, we will cover you for the full amount of the Unauthorized Transaction, so long as we were able to complete the Error Resolution procedures described above. 

An " Unauthorized Transaction '' occurs when money is sent from your Account that you did not authorize and that did not benefit you. For example, if someone steals your password, uses the password to access your Account, and sends a payment from your Account, an Unauthorized Transaction has occurred. However, the following are NOT considered Unauthorized Transactions : If you give someone access to your Account ( e.g. by giving them your login information ) and they use your Account without your knowledge or permission, unless you have notified us that transfers by that person are no longer authorized ; If you, or someone else with whom you are acting in concert, act with fraudulent intent ; or You reverse engineer or chargeback a transaction made with your Cash Card. 
5. Our Liability We will cover your losses for certain incomplete or incorrect transactions, detailed here. 

If we do not complete a transaction to or from your Account on time or in the correct amount according to these Cash Terms, we will be liable for your losses or damages. However, there are some exceptions. We will not be liable, for instance : If, through no fault of ours, you have insufficient funds in your Account to complete the transaction ; If the ATM where you are making the Transaction or using your Cash Card does not have enough cash ; If the Cash App was not working properly and you knew about the breakdown when you started the transaction ; If circumstances beyond our control ( such as fire or flood ) prevent the transaction, despite reasonable precautions that we have taken.

Company response to consumer: Closed with explanation