Consumer complaint received 2020-10-11
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:
On XX/XX/XXXX my friend loaned me {$200.00} dollars using cash app. We have sent each other money before and not had any problems in the past. 
On XX/XX/XXXX the same friend sent me a request for a {$100.00} payment using cash app On XX/XX/XXXX I sent {$100.00} back, I sent this payment to the same cash tag that I had recieved the {$200.00} from and also that had sent me the request for XXXX. I have screenshots of the receipts and confirmations for each of these transactions.

About a week went by and I spoke to my friend again and he told me he still hadn't gotten the payment I sent, I showed him a screenshot of the confirmation that I sent it and told him to contact cash app support which he did.
A few days later he recieved an email from cash app support saying that there is no record of ANY transactions between his cash tag and mine, I have a screenshot of this email also.

He emailed them back and said that he actually had sent me payments in the past and that he thought there was a mistake, but cash app support told him that they could not tell him anything else. So I emailed cash app support and I explained the issue and also sent my screenshots confirming the transactions in question. I recieved and email back a few days later stating that my paying was
successfully sent to a cometely different cash app username that was not the one my friend was using, and it was also not the one it showed on the confirmation email I got for my payment or on the receipt in cash app.

I pointed this out to cash app support and I receipt an email from a different custuper service person from cash app that said basically exactly what the last on said and completely ignored my questions. So I explained myself again and showed them the screenshots I
have showing that I sent my payment to my friend NOT to the person that they are saying it was sent to. Then I get an email from a 3rd support person saying that unfortunately they can't reverse the transaction and that I need to make sure I send it to the right person next time.

So I tried to explain my issue again to them and then get an email from another support person at cash app this one says that they can confirm my payment was sent to my friend ( at the correct cash tag that I had intended it to go to ) but they can't give me any more info becuase of privacy laws and he can contact them for help. They did not explain at all who or why this other cash app user was that
they were repeatedly telling me that the payment went to in their first 2 or 3 emails.

I have screenshots of all of these emails also.

So I pass all this info on to my friend and he contacts them like we  were told he should and then yesterday XX/XX/XXXX he gets an email back saying that the reason he didn't get the payment is becuase sometimes they cancel payments for security reasons and so the payment never went through and will be refunded back to my account within 1-3 business days. They also told him that becuase of privacy laws they can't tell him
anything else and that I will need to contact them.. Never mind that I have an email confirming the payment was successful at the time I sent it and a screenshot of the receipt showing it was completed successfully and at least 2 emails from cash app support saying that they can confirm it was completed and that the recipient recieved the money, and that it has been over 2 weeks at this point so if the payment was cancelled than the 1-3 business days is
alreafy passed at least a week ago and I have not recieved a refund like they said I would in the email to my friend. 
So on XX/XX/XXXX I email cash app support, like they had said I needed to int he last email to my friend, to ask about the email my friend recieved and try to figure out what is going on On XX/XX/XXXX I get an email back saying that they understand it's frustrating but they can't tell me details about where the money went since I am not the recipient and that due to privacy laws the recipient needs to contact them at this point. Which is the 3rd email in a row that they have used that reason to avoid having to actually answer anything that me or my friend is asking them, or help us solve out issue. 
I have screenshots of all this communication that they sent me and what they sent to my friend as well.

Company response to consumer: Closed with explanation