Consumer complaint received 2020-12-19
Company: Square Inc
State: NC
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other service problem

Complaint:
On XX/XX/2020 ; I woke up to use Cash APP to pay my phone bill. When I looked at the status of my account it showed my account was closed. I sent an inquiry through the app where they respond by email and they sent me the following message : Cash Support <emailsupport@cash.app> Thu, XX/XX/XXXX, XXXX XXXX  to me Hi XXXX, After a recent review of your transfer of funds, we detected the use of Cash App for activity in violation of Cash App 's Terms of Service. As a result, you will no longer be able to use Cash App to send or receive payments. 

We are also exercising our discretion under Sections 4 and 5 of the Cash App Terms of Service in the decision to block or reverse your transfer of funds. For security reasons, unfortunately we can not provide more details regarding our decision. 

Visit the Cash App Terms of Service for more information. 

Thank you, Cash Support In order to receive a response, please do not delete the following line : ref : XXXX : ref I went to look up what was ment by sections 4 and 5 of the terms : 4. Your Liability for Unauthorized Transactions Contact us as soon as possible if you think there has been unauthorized activity on your account. Depending on the circumstances, if an unauthorized transaction has occurred we may be able to cover you. 

Please let us know if you believe there is an Unauthorized Transaction on your Account. You could lose all the money in your Account. 

We will protect you from Unauthorized Transactions in your Account. When this protection applies, we will cover you for the full amount of the Unauthorized Transaction, so long as we were able to complete the Error Resolution procedures described above.

An " Unauthorized Transaction '' occurs when money is sent from your Account that you did not authorize and that did not benefit you. For example, if someone steals your password, uses the password to access your Account, and sends a payment from your Account, an Unauthorized Transaction has occurred. However, the following are NOT considered Unauthorized Transactions : If you give someone access to your Account ( e.g. by giving them your login information ) and they use your Account without your knowledge or permission, unless you have notified us that transfers by that person are no longer authorized ; If you, or someone else with whom you are acting in concert, act with fraudulent intent ; or You reverse engineer or chargeback a transaction made with your Cash Card. 
5. Our Liability We will cover your losses for certain incomplete or incorrect transactions, detailed here. 

If we do not complete a transaction to or from your Account on time or in the correct amount according to these Cash Terms, we will be liable for your losses or damages. However, there are some exceptions. We will not be liable, for instance : If, through no fault of ours, you have insufficient funds in your Account to complete the transaction ; If the ATM where you are making the Transaction or using your Cash Card does not have enough cash ; If the Cash App was not working properly and you knew about the breakdown when you started the transaction ; If circumstances beyond our control ( such as fire or flood ) prevent the transaction, despite reasonable precautions that we have taken. 
6. Funding Sources Used for Payments Made Through the Service You may link an Eligible Bank Account to your Cash App to fund payments made through the Service. Square reserves the right to limit which banks or what types of accounts constitute an Eligible Bank Account. If you choose to link your Eligible Bank Account to your Cash App by providing the username and password you use to access your bank information online, you acknowledge your personal and financial information is being provided to XXXX XXXX, that your personal and financial information will be collected, processed, transferred, or stored in accordance with XXXX XXXX Privacy Policy, and that you acknowledge and agree to XXXX  XXXX  Privacy Policy. 

When you initiate a payment through the Cash App, if you have a Restricted Account, then you will not be able to initiate payments to other Cash App users ( including Sellers with Cash for Business accounts ) with your Cash App Balance. If you have a Restricted Account and you wish to make a payment to another Cash App customer, you may : ( 1 ) use an Eligible Bank Account or Eligible Credit Account ; or ( 2 ) upgrade to an Unrestricted Account to make the payment with your Cash App Balance. 

If you have an Unrestricted Account and have sufficient funds in your Cash App Balance to satisfy the full payment amount you can choose whether you want the payment fulfilled by your Cash App Balance, Eligible Bank Account or Eligible Credit Account. If you do not have sufficient funds in your Cash App Balance to cover the full transaction, then you may choose the funding source from your Eligible Transaction Accounts or Eligible Credit Accounts. 

I had recently contacted them for an unauthorized purchase where they had the customer cancel there current card and get a new one. But that was it. As far as number 5 they never paid any payments for me. This is what I assumed they meant. After this response I tried several times to reach them to have them clarify there accusation so that we can resolve this issue. They would only respond using the same response they had before ( above ). Please contact them to find out why they have closed not just my account but others. I found out on that same day they have done several other CASH APP users that way. I told them in my response that I never used any illegal transactions and I work for a living. They are yet to contact me to resolve this matter.

Company response to consumer: Closed with explanation