Consumer complaint received 2020-12-14
Company: Square Inc
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
On XX/XX/XXXX, I transfered {$1000.00} which only {$980.00} cent was transfered to XXXX card ending in XXXX from my cashapp card ending XXXX because of a cashout fee from cashapp XXXX. I did this cause I had to pay toward a funeral for mom that died from XXXX, The individual I spoke with at the funeral home stated that they don't accept cashapp but they would accept my XXXX card. Then when I get to the funeral home to pay the told me that it was the other way around-They accept cashapp not XXXX. This really upset me. Cause they said the person I spoke with by phone was an intern that shouldve answered any questions. The funeral owner stated the intern should've given my call to someone who could've answered me correctly.Okay this has gotten me mad, I am already upset cause I lost my mom. Then I transferred the funds back from my XXXX card to my cashapp on XX/XX/XXXX at XXXX XXXX. Instead of {$980.00} was transfered only {$970.00} was transfered cause of XXXX  instant tranfere fee of {$9.00} was deducted from the {$980.00}.. Okay here 's the mistake I made which was a big mistake, and I've been trying too get it fixes by sending numerous emails to cashapp and XXXX. XXXX sent me an email stated that since the funds was transfered and completed to cashapp they can't do anything for me. I even asked them to reverse the charges back to my XXXX account. They said cashapp has too be the one to help me. I forgot to update my XXXX account and link my new cashapp card to it with this card ending in XXXX which where the {$1000.00} was transfered from orginally to XXXX. Instead when I did the transfere back from my XXXX account to cashapp, I had it sent too my old cashapp account/card ending in XXXX. I have no access to this account which I've ask cashapp to close months ago cause someone hacked my accounts along with my bank accounts. I reached out too cashapp now for over a month trying too get them to either transfered the funds back to my XXXX account so I can transfere the funds back to my new account card ending in XXXX that the money orginally transfered from. But I am getting no where with cashapp. I've send proof after proof after proof. Each time its someone new asking for me to send proof etc. I've sent proof so many individuals at cashapp. Here are some of the cashapp referernces numbers that attached to their email. I am sorry I can't paste them all cause its so many but here some of them ( ref : XXXX, ref : XXXX ; XXXX : XXXX ; XXXX : XXXX ; I've sent them proof of my ID, with my cashapp card XXXX and XXXX  card XXXX and my new cash card ending in XXXX where the funds was transfered from to XXXX. I even attached the email that XXXX sent me concerning this matter, But all I am getting is different generic emails from several agents that work from cashapp. One email the agent said I see the funds was transfered from account card ending in XXXX to XXXX. And the agent left at that. I didn't ask about if the transfered was successful. If anyone actually read customers emails and help them then they wouldn't have so many unsatisfied customers. This problem I have should've been an easy fix. But for over a month Cashapp or Square Market has been giving me the run around. I have no choice but to reach out to XXXX  to see if I can get any resolutions to an easy problem. I explain to them I don't know my login information to the card ending in XXXX, cause I requested that to close months ago cause some hacked my accounts. I tried submitting my complaint but this system is mistaking the references numbers as credit card accounts. If transaction numbers needed I have them I really want them to be included in this complaint but the system want allowed it. On XX/XX/XXXX, I transfered {$1000.00} which only {$980.00} cent was transfered to XXXX card ending in XXXX from my cashapp card ending XXXX because of a cashout fee from cashapp XXXX. I did this cause I had to pay toward a funeral for mom that died  from XXXX, The individual I spoke with at the funeral home stated that they don't accept cashapp but they would accept my XXXX card. Then when I get to the funeral home to pay the told me that it was the other way around-They accept cashapp not XXXX. This really upset me. Cause they said the person I spoke with by phone was an intern that shouldve answered any questions. The funeral owner stated the intern should've given my call to someone who could've answered me correctly.Okay this has gotten me mad, I am already upset cause I lost my mom. Then I transferred the funds back from my XXXX card to my cashapp on XX/XX/XXXX at XXXX XXXX. Instead of {$980.00} was transfered only {$970.00} was transfered cause of XXXX  instant tranfere fee of {$9.00} was deducted from the {$980.00}.. Okay here 's the mistake I made which was a big mistake, and I've been trying too get it fixes by sending numerous emails to cashapp and XXXX. XXXX sent me an email stated that since the funds was transfered and completed to cashapp they can't do anything for me. I even asked them to reverse the charges back to my XXXX account. They said cashapp has too be the one to help me. I forgot to update my XXXX account and link my new cashapp card to it with this card ending in XXXX which where the {$1000.00} was transfered from orginally to XXXX. Instead when I did the transfere back from my XXXX account to cashapp, I had it sent too my old cashapp account/card ending in XXXX. I have no access to this account which I've ask cashapp to close months ago cause someone hacked my accounts along with my bank accounts. I reached out too cashapp now for over a month trying too get them to either transfered the funds back to my XXXX account so I can transfere the funds back to my new account card ending in XXXX that the money orginally transfered from. But I am getting no where with cashapp. I've send proof after proof after proof. Each time its someone new asking for me to send proof etc. I've sent proof so many individuals at cashapp. Here are some of the cashapp referernces numbers that attached to their email. I am sorry I can't paste them all cause its so many but here some of them ( ref : XXXX, ref : XXXX ; XXXX : XXXX ; XXXX : XXXX ; I've sent them proof of my ID, with my cashapp card XXXX and XXXX card XXXX and my new cash card ending in XXXX where the funds was transfered from to XXXX. I even attached the email that XXXX sent me concerning this matter, But all I am getting is different generic emails from several agents that work from cashapp. One email the agent said I see the funds was transfered from account card ending in XXXX to XXXX. And the agent left at that. I didn't ask about if the transfered was successful. If anyone actually read customers emails and help them then they wouldn't have so many unsatisfied customers. This problem I have should've been an easy fix. But for over a month Cashapp or Square Market has been giving me the run around. I have no choice but to reach out to Cfpb to see if I can get any resolutions to an easy problem. I explain to them I don't know my login information to the card ending in XXXX, cause I requested that to close months ago cause some hacked my accounts. These are the two money ID transfer for the cashapp to XXXX XXXX time XXXX on XX/XX/XXXX, then on XX/XX/XXXX at XXXX transfere ID XXXX from XXXX to cashapp card ending in XXXX which was the wrong card.

Company response to consumer: Closed with explanation