Consumer complaint received 2020-06-01
Company: Square Inc
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I use the cash app card for daily purchases and had my unemployment deposited to my cash app account. I received two deposits and everything was fine. I was at the gas station trying to purchase gas and my card declined. I thought I inputed the wrong pin number. And then it declined at the XXXX and I'm staying at a hotel and was paying with my cash card and at first had no problems. I knew there was money in my account and the hotel informs me that my card declined. I was so embarrassed and paid cash. I then checked the cash app and sent a inquiry to the cash app support team. There is no way to contact them and the phone number they have listed is a digital recording informing you to email the support team through the app and they will get back to you within a day. As I mentioned I submitted a inquiry and then received a reply informing me that they couldn't enable my cash card at the moment however,. I can still send payments to other cash app users and vice versa. I replied and asked why my cash card was disabled? I  received a reply from cash support team stating that there was possible fraudulent activity because there was 2 deposits from Unemployment and the name and the name I use for my cash app account didn't match. And they have put a hold on my account balance and I'm unable to use or withdraw my money at this time. It kinda caught me by surprise because the name on the Unemployment deposit is my full name and the name I use for my cash app account is just my first and last name only. I have a long name and I could understand if the name on the deposit was XXXX XXXX that doesn't match with my name at all. However, you would think that common sense would tell you that first and last names match and it's the same person. They requested that I submit documentation to verify the unemployment deposit and also my identity. I obliged and submitted a photo of me holding my driver 's license front and back and picture with it next to a official letter I received from Social Security that has my first and last name only to show proof that it's the same person. I also submitted a copy of my determination letter from unemployement. I shouldn't have to since the issue is the names supposedly didn't match. I shouldn't have to provide documents validating the deposits are mine. The problem started because my name didn't match supposedly. As long as I verify my identity and prove that both names are the same person. I still submitted my determination letter because the support team mentions that if I fail to provide the necessary documents it will affect their decision and how long it will take. That was about ten days ago when I submitted the documents to verify my identity and unemployement deposit. I have not heard from them since then and I have emailed them almost everyday inquiring about my account and when will they re-enable my cash card and release my money. I have not heard from them and I've emailed them everyday. They have a number to call but it's just a digital recording informing you to submit a email through the app in order to get ahold of someone from the support team. They said that I could not withdraw or use my cash app balance until they make a decison. I tried sending money to a friend and it said insufficient funds even though it clearly shows I have money in the account. Here is the funny thing I'm able to purchase stocks within the app but I can't use my money to pay for bills and buy food for my family. It's the end of the month and beginning of a new one and I have things to pay for. This whole situation has added unnecessary stress and has inconvenienced my daily life and now is affecting my ability to care and provide for my family. I didn't state my name in this statement because you said not to include it. However, once you see my full name and the name I use daily you will understand and see why I'm so upset with cash apps support teams response time and their guidelines. They didn't even inform me of what they did I had to send in a inquiry to find out. And not having a phone number to contact support needs to be changed in fact it should be mandatory that every business that does business with consumers have one and that your able to speak to live representative. I can't believe that it's taking them this long to look at my submitted documents and credentials to validate my identity and realize that there is no fraudulent activity going on ... I'm including screen shots of emails ... Thank you!

Company response to consumer: Closed with explanation