Consumer complaint received 2021-10-23
Company: Square Inc
State: WA
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 XX/XX/XXXX I initiated to {$700.00} transfers into my cash app account in the past I've done this and there's never really been an issue however I needed to get the money to pay for a medication onto a certain card so I use cash app as a mediary to do that which they would have charged me and said they would charge me {$21.00} to cash out to the card or I can wait three days for it to be available for free on the both accounts that I use for this transaction my one finance account which I've done lots and lots of transfers into cash out and my XXXX account are verified accounts with my social security number. They also share the same home address that I have on file with cash app now on XX/XX/XXXX when I went to withdraw the money for a fee of {$21.00} I was using a new cell phone it's a phone I've had for a while but I added cash yet because I was having trouble with my tablet that I normally use I believe with the solar flare storm that's been going on it's causing issues for multiple people with connected devices regardless all the devices are registered and postpaid accounts with my name and my address the two banks that I used my name my address my social security number cash out Flags it understandably a new device as a new card and they say in 24 hours you'll regain access in fact it still says that today it says contact support and then a message comes up to says it 24 hours you'll regain access well after 24 hours I contact them and now they're language changes to 48 Hours. 72 hours not 10 days but now we're at 48 hours so as I approached 48 hours I contact again and now it's 72 hours to 10 days I'm getting upset and I tell him I think they're f****** idiots I have XXXX a XXXX XXXX XXXX XXXX and that important bill I needed to pay is my XXXX medicine that my insurance doesn't cover that allows me to function like a real human and not just laying in bed puking on myself I've explained this to them and I get the same scripted message and I'm told that I can't use naughty language meanwhile they're stealing my money. It is the XXXX now and they have yet to allow me to submit any documentation for my banks that would show that there my account there was nothing fraudulent all they've done is taken every opportunity to make it last longer tonight I went to the hospital because I needed my medicine and I can't afford it without my XXXX money. XXXX XXXX means there's no cure for what I'm dealing with so I don't care what you think about my language this is my quality of life and if you're going to take that away from me then cash apps little ears can handle a little Heat. It is absolutely inconceivable to me that they can go this long under my circumstance that they can go this long without asking or requiring me to provide documentation proving that these are my accounts this what they are doing is borderline fraudulent I now have emergency room bills that'll probably never pay cuz I'll be dead but that was my alternative to get the medication that I need that I should have been able to purchase 24-hours I can understand that but what they're doing they're playing games with people 's lives

Company response to consumer: Closed with explanation