Consumer complaint received 2020-06-01
Company: Square Inc
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
On Thursday, XX/XX/XXXX, XXXX XXXX  XXXX, XXXX XXXX   XXXX wrote : Hi, Thanks for contacting us. Your XXXX account is currently restricted to cashing out any funds that are currently in your Cash Balance.

Our Account Services team does perform periodic reviews of restricted accounts. If we review your account and find reason to remove these restrictions, we will reach out to you to let you know. 

Thank you for your patience. 
Cash Support ref : XXXX : ref Mon, XX/XX/XXXX at XXXX XXXX  Hello, I reached out exactly 57 times about all those accounts because I couldn't cash out or be sent a card with the remaining money or receive any solution for how I can receive the funds for those accounts. I requested for XXXX  to contact you for a solution as I've been trying for 2 years. The preferably outcome being cashapp sending me a check of my remaining balances. 
Also I had used cash app for work in the past as I'm a contract worker, I wanted to continue using cash app but I dont know what rules were violated to deactivate my accounts repeatedly. 
Respectfully, XXXX XXXX Sent from my XXXX XXXX smartphone. 


-- -- -- -- Original message -- -- -- -- From : Cash App Support XXXX Date : XX/XX/XXXX XXXX XXXX  ( XXXX ) To : XXXX XXXX : RE : Someone Paid Me Hello XXXX, My name is XXXX. and I am a manager with Cash App. I'm reaching out about a XXXX XXXX XXXX complaint that you filed on XX/XX/XXXX. In reviewing your case history with us, I see that we previously assisted you with this issue on XX/XX/XXXX. For your convenience, I have included a summary of the resolution below : On XX/XX/XXXX, you reached out to Cash App about an account with a {$12.00} balance, explaining you were unable to add a bank, send funds, or Cash Out. This case did not have an update. 

On XX/XX/XXXX, you reached out to Cash App about a separate account with {$30.00} balance explaining you were unable to Cash Out. On XX/XX/XXXX a Cash App representative notified you that your Cash App account had been determined to be in violation of our Terms of Service and had been closed. You were advised that you could add a bank account, link a new debit/card, or re-link a previous card to Cash Out. 

On XX/XX/XXXX, your reached out regarding the account with {$30.00} in the balance, stating again that you were unable to Cash Out. A Cash App representative responded re-iterating the previous correspondence, stating your account was closed and the options around Cashing Out. 

I was unable to locate any other accounts with a balance or correspondence regarding them. 

I would like to re-affirm the information provided previously is correct. Your accounts have been closed as found in violation of our Terms of Service, and will not be reactivated. In order to Cash Out, you will need to link a bank account or bank-issued debit card which you have not used with Cash App before. 

I understand that this isn't the answer you were looking for and I appreciate your understanding. If you have any additional questions related to this issue, please respond to this email directly. I am happy to help. 


XXXX. 
XXXX XXXX ref : XXXX : ref

Company response to consumer: Closed with explanation