Consumer complaint received 2020-10-21
Company: Square Inc
State: NJ
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I am submitting a complaint against Cash App ( Square, Inc. ). On XX/XX/2020, My Cash App, which is connected to my Cash Card, was charged {$380.00} from XXXX  XXXX XXXX. I went on Cash Apps website and went through the proper steps to report the  suspicious transaction on XX/XX/2020. Later that evening, I received a response via email from XXXX, who works with Cash App Support. In her email, she stated that she wasnt able to find the specific transaction I was referring to and she asked me to send either the transaction ID or a screenshot of the transaction. On XX/XX/XXXX, I sent her a screenshot of the transaction and offered to provide any additional information necessary to complete the investigation. After 6 days of not receiving a response, I emailed XXXX from Cash App Support on XX/XX/XXXX, requesting an update on my report and still didnt receive a response from her or anyone else from Cash App Support. 

On XX/XX/XXXX, I submitted report again for the same charge on my account, hoping to receive a response and an update on my situation. Around XXXX, on the same day, I received a response from XXXX with Cash App Support. I was told the following We are unable to open a dispute claim on your behalf with the card network. Our Terms of Service ( https : //cash.app/legal/us/en-us/card-agreement ) require you to contact us no later than 60 days after the date of the transaction. 

On XX/XX/XXXX, I replied to XXXX, explaining that I had already contacted Cash App within the 60-day timeframe to open a dispute claim and I didnt receive a response from XXXX, and I included screenshots of every email between XXXX and I. On the same day, I received an email response from XXXX with Cash App Support, who stated the following : Cash App is not a financial entity that can make a dispute between two parties. On the contrary, we are merely the bridge between two parties in order to make transactions and  payments easier for everybody but in the end, it is up to you and your criteria to decide which person you wish to send funds. 

The email I received from XXXX led me to suspect that every email Ive received from Cash App Support since XXXX was from an automated system. Each of their introduction sentences were almost verbatim and the emails I received in XXXX all contain We are unable to open a dispute claim on your behalf with the card network. Our Terms of Service ( https : //cash.app/legal/us/en-us/card-agreement ) require you to contact us no later than 60 days after the date of the transaction. 

Cash Apps Card Agreement Terms of Service state the following : We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly. If we need more time, however, we may take up to 45 days to investigate the complaint or question. If we decide to do this, and your account is registered with us, we will credit your Card Account for return of the credit amount to your Cash App within 10 business days for the amount you think is in error, so that you will have the use of the funds credited to your Cash App for funding your Card Account during the time it takes us to complete our investigation. 

Upon submitting my report of the transaction in XXXX, I did not receive a response within 10 business days, nor did I receive an update on if my claim would take up to 45 days to further investigate. The only customer support that is available for Cash App is through email, and is likely an automated system. I am submitting this complaint because Cash App has not abided by their Card Agreement Terms of Service and thus is responsible for the money taken from my account.

Company response to consumer: Closed with explanation