Consumer complaint received 2021-08-06
Company: Square Inc
State: NV
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
On Wednesday XX/XX/XXXX at XXXX XXXX  I had some transaction happen in my cash app account that sent money to people by accident. I do not know how it happened but I looked at my phone and I seen transactions and tried to request a refund. One of the transactions declined, one I was able to have refunded and the other is just sitting there. 
I contact Cash App telephone support and because the guy could not find my account he wanted to close the case. I asked him if I could speak to a manager or supervisor he became very rude and hung up on me. 
I emailed customer support and I was told " After reviewing your account, I can confirm that a payment for {$99.00} on XX/XX/XXXX at XXXX XXXX  CST was sent to $ XXXX. 
They claimed to have reviewed my account and they determined the transaction valid. I have spent the last two weeks contacting customer support but no one will answer my questions. If they reviewed my account they would have seen that I have never sent or received money from $ XXXX. 
Below is my response to Cash App no one have made any attempt to answer my questions or tell me what happens to the money when it is not received. 

Is there a way I can speak to a top manager or the owner. It should be very clear that this transaction was done in error it was a mistake and no one in your support dept wants to help me fix a mistake. Again if you reviewed the account you will see that I requested a refund shortly after the transaction was made. If you reviewed you will see that there was two other transactions done at the same time that were also done in error. Your support did not give me a way to go forward to get my money refunded. You gave me some XXXX security measures which I do not need because base on this experience cash app is not what I need to use if the so called support won't help you fix an error. So since the {$99.00} has not been received by the person it was sent to what happens to it. Or does it just sit in cash app and you guys keep my money instead of ending back to me. I am sure there is a way that we can come to a peaceful resolution other than you telling me there is nothing you can do. Then that begs these questions to answer 1. Why does the customer service on the phone do not want you to talk to a supervisor or a manager? I tried and got hung up on.

2. Why is it that I can not get a phone call to resolve something that was clearly a mistake?

3. Since the money have not been claimed what happens to it?

4. When a customer tells you the transaction was done from their phone by accident or error how do you tell them that the transaction was authorized?

5. Are you trying to keep my money?

6. Where does the money go if it has not been received?

7. Who is the owner of cash app? How do I contact this person.

8. how can I get in touch with the following people XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have sent emails to them all this week and no one has made any effort to respond. Also according to their terms of agreement if the money is not claimed in 15 days the money would be refunded. It has been 15 days.

Company response to consumer: Closed with explanation