Consumer complaint received 2021-10-14
Company: Square Inc
State: MO
Product: Credit card or prepaid card
Sub-product: General-purpose prepaid card
Issue: Problem with a purchase or transfer
Sub-issue: Charged for a purchase or transfer you did not make with the card

Complaint:
I spoke with representative XXXX regarding complaint XXXX. She advised that each company has to have an individual complaint. THIS COMPLAINT IS FILED AGAINST CASH APP. THE COMPLAINT DOES INCLUDE DUPLICATIONS CONTAINED WITHIN THE XXXX COMPLAINT. THIS IS DONE TO PROVIDE DETAILS FOR YOUR REPRESENTATIVES TO VIEW DURING THE PROCESS. 

THIS IS NOT A DUPLICATE OF COMPLAINT XXXX. 

There are two companies involved in this complaint. Complaint XXXX was filed against XXXX. Complaint XXXX was filed against Cash App. 

The duplicate content is the result of dealing with both companies and XXXX as well as Cash App dealing with one another. 

Here are the details : I BELIEVE CASH APP & XXXX TO BE EQUALLY LIABLE. THESE TWO COMPANIES & THE REPRESENTATIVE ( S ) FAILURE TO COMMUNICATE AND WORK TOGETHER [ AS ELUDED TO IN THE RESPONSE ] RESULTED IN A FRAUDULENT TRANSACTION BEING DEBITED FROM MY ACCOUNT. 

CASH APP REPEATEDLY STATES THEY REACHED OUT TO XXXX & ADVISED THAT THE XXXX XXXX TRANSACTION WAS SUSPICIOUS & POSSIBLY FRAUDULENT. THE CASH APP THAT WAS OPENED DID NOT HAVE PERTINENT PERSONAL INFORMATION PROVIDED TO CONFIRM THE IDENTITY OF THE INDIVIDUAL SETTING UP THE ACCOUNT. THIS IS BECAUSE I DID NOT OPEN THE ACCOUNT AND THERE IS NOT A XXXX ACCOUNT IN MY NAME. CASH APP REPRESENTATIVES & XXXX REPRESENTATIVES CONFIRMED THEY WERE WORKING TOGETHER TO SUCCESSFULLY RESOLVE THE MATTER. 

XXXX HAS CONCEDED TO INCONSISTENT COMMUNICATIONS REGARDING DIRECT COMMUNICATIONS WITH MYSELF & WITH CASH APP. 

CASH APPS REPRESENTATIVE ( S ) CONCEDED IDENTICAL ERRORS.

THERE ARE MORE THAN 50 COMMUNICATIONS, WITH EACH COMPANY, AVAILABLE FOR REVIEW. I AM CONFIDENT A DEBACLE AMONGST BOTH COMPANIES WILL BE THE CONFIRMED. AGAIN, I HAVE MANY, MANY, MANY PAGES FOR REVIEW, AS I KEEP EVERYTHING. THIS INCLUDES COPYING & PASTING SITE COMMUNICATIONS. 

CASH APP RECEIVED A SITE COMMUNICATION INCLUDING THE FOLLOWING. 

On Thu, XX/XX/2021 at XXXX XXXX, XXXX XXXX XXXX XXXX XXXX wrote : Hello XXXX, Thank you for contacting the XXXX XXXX of XXXX. I am part of the Corporate Response Team and I will be assisting you with your concern. 

I understand that you have concerns with your recent dispute claim outcome. I spoke with you briefly before regarding this matter. 

Please let me know the most convenient time to call you to resolve your concerns. 

Thank you, XXXX XXXX Customer Experience Team Customer Experience Analyst XXXX  ) XXXX XXXX XXXX XXXX XXXX XXXX Original Message... 
From : XXXX To : XXXX Cc : XXXX Subject : URGENT MATTER : Cash App Ref [ XXXX : ref ] & XXXX XXXX Claim XXXX Sent : XX/XX/2021 XXXX Hello, I have spoken with multiple representatives from both companies, in an attempt to resolve this matter. Prior to this week, each company directs me to the other company or states it was somehow an authorized transaction or error on my part. 

After receiving advice from those more educated in such matters than myself, I am confident that the return of the {$500.00} is right and just. 

A basic summary of these events include this summary : On XXXX, I identified a {$500.00} fraudulent transaction that was in PENDING STATUS. I IMMEDIATELY called XXXX XXXX to report this transaction. I was told, by representative XXXX, that a dispute can not be processed while the activity is in Pending Status. I was instructed to call back the next morning, which I did as well as sending communication through the secure messaging center the same day of the transaction. 

I've provided documentation, confirmed that I knew no one by the name noted on the document and advised that I do not have a XXXX XXXX account. I also relayed no knowledge of how someone obtained any of my personal information. 

**Cash App & XXXX XXXX representatives have provided multiple responses regarding review ( s ) of available information over an extended period. As recently as 7 days ago, I was told by Cash App representative ( s ) that the monies would be returned to my XXXX XXXX  account. As of today 's date there has been no credit. ** I have been patient and professional throughout this process. However, the return of these funds has become crucial for all the reasons previously relayed to both companies. 

**XXXX XXXX and Cash App representative ( s ) state coordinated efforts were immediately implemented. Cash App representative ( s ) state they pulled the {$500.00} as soon as they were notified by XXXX of a suspicious & potentially fraudulent transaction. No one from either company provided me with this information prior to the beginning of this month.

**As Cash App secured the monies ( per two representatives ) vs making the payment while working with XXXX XXXX, the only relevant issue is why has the {$500.00} not been credited back to my XXXX XXXX account during the last three months? 

**The correspondence has been well documented via emails, secure messaging and audio recordings. I'm confident my frustration is understandable. 

My hope is this will be resolved and the monies credited back to my account within 72 hours. 

I have dismissed recommendations that include reporting the incident to applicable entities, such as the XXXX  as well as sharing my view of the events on all social media and website options that provide platforms for such experiences. I simply don't feel that approach provides a win/win for anyone. As previously stated, I prefer to maintain relationships with both companies. A mistake is a mistake and doesn't necessarily equivocate to a level of incompetence. 

Please advise as to the status of the {$500.00} being credited back to my XXXX XXXX account. 


Sincerely, XXXX XXXX XXXX ****************************** I BELIEVE CASH APP & XXXX TO BE EQUALLY LIABLE. THESE TWO COMPANIES & THE REPRESENTATIVE ( S ) FAILURE TO COMMUNICATE AND WORK TOGETHER [ AS ELUDED TO IN THE RESPONSE ] RESULTED IN A FRAUDULENT TRANSACTION BEING DEBITED FROM MY ACCOUNT. 

CASH APP REPEATEDLY STATES THEY REACHED OUT TO XXXX & ADVISED THAT THE R SAYLORS TRANSACTION WAS SUSPICIOUS & POSSIBLY FRAUDULENT. THE CASH APP THAT WAS OPENED DID NOT HAVE PERTINENT PERSONAL INFORMATION PROVIDED TO CONFIRM THE IDENTITY OF THE INDIVIDUAL SETTING UP THE ACCOUNT. THIS IS BECAUSE I DID NOT OPEN THE ACCOUNT AND THERE IS NOT A XXXX ACCOUNT IN MY NAME. CASH APP REPRESENTATIVES & XXXX REPRESENTATIVES CONFIRMED THEY WERE WORKING TOGETHER TO SUCCESSFULLY RESOLVE THE MATTER. 

XXXX HAS CONCEDED TO INCONSISTENT COMMUNICATIONS REGARDING DIRECT COMMUNICATIONS WITH MYSELF & WITH CASH APP. 

CASH APPS REPRESENTATIVE ( S ) CONCEDED IDENTICAL ERRORS.

THERE ARE MORE THAN 50 COMMUNICATIONS, WITH EACH COMPANY, AVAILABLE FOR REVIEW. I AM CONFIDENT A DEBACLE AMONGST BOTH COMPANIES WILL BE THE CONFIRMED. AGAIN, I HAVE MANY, MANY, MANY PAGES FOR REVIEW, AS I KEEP EVERYTHING. THIS INCLUDES COPYING & PASTING SITE COMMUNICATIONS. 

CASH APP RECEIVED A SITE COMMUNICATION INCLUDING THE FOLLOWING. 

On Thu, XX/XX/2021 at XXXX PM, XXXX XXXX XXXX XXXX XXXX wrote : Hello XXXX, Thank you for contacting the XXXX XXXX XXXX XXXX. I am part of the XXXX XXXX XXXX and I will be assisting you with your concern. 

I understand that you have concerns with your recent dispute claim outcome. I spoke with you briefly before regarding this matter. 

Please let me know the most convenient time to call you to resolve your concerns. 

Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX p ) XXXX A Global XXXX XXXX XXXX Original Message... 
From : XXXX To : XXXX Cc : XXXX Subject : URGENT MATTER : Cash App Ref [ XXXX : ref ] & XXXX XXXX Claim XXXX Sent : XX/XX/2021 XXXX Hello, I have spoken with multiple representatives from both companies, in an attempt to resolve this matter. Prior to this week, each company directs me to the other company or states it was somehow an authorized transaction or error on my part. 

After receiving advice from those more educated in such matters than myself, I am confident that the return of the {$500.00} is right and just. 

A basic summary of these events include this summary : On XXXX, I identified a {$500.00} fraudulent transaction that was in PENDING STATUS. I IMMEDIATELY called XXXX XXXX to report this transaction. I was told, by representative XXXX, that a dispute can not be processed while the activity is in Pending Status. I was instructed to call back the next morning, which I did as well as sending communication through the secure messaging center the same day of the transaction. 

I've provided documentation, confirmed that I knew no one by the name noted on the document and advised that I do not have a XXXX XXXX  account. I also relayed no knowledge of how someone obtained any of my personal information. 

**Cash App & XXXX XXXX representatives have provided multiple responses regarding review ( s ) of available information over an extended period. As recently as 7 days ago, I was told by Cash App representative ( s ) that the monies would be returned to my XXXX XXXX account. As of today 's date there has been no credit. ** I have been patient and professional throughout this process. However, the return of these funds has become crucial for all the reasons previously relayed to both companies. 

**XXXX XXXX and Cash App representative ( s ) state coordinated efforts were immediately implemented. Cash App representative ( s ) state they pulled the {$500.00} as soon as they were notified by XXXX XXXX of a suspicious & potentially fraudulent transaction. No one from either company provided me with this information prior to the beginning of this month.

**As Cash App secured the monies ( per two representatives ) vs making the payment while working with XXXX , the only relevant issue is why has the {$500.00} not been credited back to my XXXX XXXX account during the last three months?

**The correspondence has been well documented via emails, secure messaging and audio recordings. I'm confident my frustration is understandable.

My hope is this will be resolved and the monies credited back to my account within 72 hours. 

I have dismissed recommendations that include reporting the incident to applicable entities, such as the XXXX  as well as sharing my view of the events on all social media and website options that provide platforms for such experiences. I simply don't feel that approach provides a win/win for anyone. As previously stated, I prefer to maintain relationships with both companies. A mistake is a mistake and doesn't necessarily equivocate to a level of incompetence. 

Please advise as to the status of the {$500.00} being credited back to my XXXX XXXX account. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation