Consumer complaint received 2019-08-02
Company: Square Inc
State: IL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
I had sufficient funds on my Cash App account ( more than {$420.00} ), and because of an urgent situation, I needed to withdraw cash from this account at an ATM in the amount of {$400.00} on Thursday, XX/XX/XXXX. So off the ATM I go.

Upon arriving at the drive-up ATM around XXXX XXXX CST on the XX/XX/XXXX ( located at my personal and local XXXX XXXX branch ), I went through the normal process as one does initiate and execute a cash withdrawal from an ATM using my Cash App Visa card. During this transaction I had subsequently requested a receipt to be printed for my record keeping upon successful completion of this transaction and anticipated dispersement of those funds. All as fine and normal as it usually goes for this sort of transaction, and there was no activity to have occurred to indicate a problem, error, or issue with my transaction and ability to have it processed by this particular machine. So after submitting the request for cash in the amount of {$400.00}, agreeing to accept the additional fee of {$3.00} for using a non-bank atm for this service, then waiting for the money to dispense from the little doors while listening the machine as it processed this transaction the atm screen suddenly the cut to black, then restarted to the standard welcome message it greets one with when before they enter their card to initiate a transaction. No receipt popped out, nothing. Right before this occurred I was directed, however, to remove my card from the machine before it released the money, which I complied with. Anyway, this happens, and I'm expecting the doors to open regardless because my money should be ready and available now that the transaction successfully processed. But the doors that dispense the money didn't open, nor did a receipt pop out. However, I immediately received both a text message and email confirmation ( time stamped at XXXX XXXX CST ) from Cash App confirming that this transaction had indeed been successfully processed, in addition to the {$3.00} ATM fee.

But that's the problem. I wasn't dispensed that cash. The transaction went through successfully, but that ATM never rebased the physical cash to me. Frantic, I parked my car and ran into the bank lobby ( as the atm was a drive-thru version ) to hunt down a staff member to help me figure out what went wrong and thereby fix the issue so I could get my cash that failed to appear. So I found an employee, who after explaining what had happened at the atm outside, went out to look at the machine and investigate. Several minutes later he returned, only to report back to me that from what he was able to conclude, this error was not a result of a malfunction or error with the ATM itelsef, but instead a processing error that transpired during the transaction, and because of that, and since the funds were not XXXX funds using a XXXX debit card to withdraw, my only course of action to recoup this money was to contact the issuer of the card and source of those funds : Cash App. I couldn't believe my ears. First, that this wasn't an ATM malfunction ( it was not ), but more so that XXXX literally could not and would not do anything more to assist because it literally had nothing to do with them or their services ( which I understand completely ). But how does this happen, and why?! And why now?! So as he recommended, while still in the bank lobby, I get my phone open the App, and proceed to locate Cash App 's contact information to immediately call so that action could proceed immediately to resolve and rectify this situation.

As a result, there was nothing the bank could do, and I was directed to contact Cash App immediately about the whereabouts of this money. Frantic, I went to find the contact information for this company, and to my horror there isn't really any aside from the option to either text or email their support team. I was absolutely stupefied to learn of this, because how would one get any action taken on situations like the current one I'm in without talking to a live person? So with no other choice but those two options, I sent the Cash App a message via text and email to their Support detailing the incident outlined above. What I received only added to my level of horror and incredulousness - a canned response to both messages that they would look into it and I would hear back in about ten business days or so. No ticket number, no request for additional information - NOTHING.

So here I am eight business days later ( XX/XX/XXXX ), still without that {$400.00} in cash I expected to received ( plus the additional {$3.00} ATM fee ) so that I could tend to the urgent situation that had arisen that day thereby requiring my need of those funds immediately in order to resolve. So I'm not just still out of that {$400.00}, but my situation went from urgent to emergency, and I'm in a very bad, very very bad financial predicament as a result because the only funds available to me failed to materialize for reasons I don't understand or know.

And in these past eight days I have not received one email, one text message, one phone call, or one attempt by Cash App Support to provide me with details about what happened, why, and the actions they would be taking immediately in order to rectify. I have received no follow-up, and I have since reached out several times since the XX/XX/XXXX with inquiries about this problem, only to be further stonewalled and ignored. Aside from their canned, boilerplate and obviously vaguely worded emails that were received immediately after submitting a request for support on the XX/XX/XXXX by Cash App, I have not heard or been provided with any form of communication to indicate there is action on their end being taken in this matter. I have no ticket or incidence number from my o initial support request made via text and email on the XX/XX/XXXX, and I do not receive any type of acknowledgment to my subsequent inquiries made between then and today, XX/XX/XXXX. I have also not been contacted or asked by Cash App to provide additional details of the incident that can prove useful or helpful in their investigation of events here. LITERALLY NOTHING. NOT ONE WORD. NOTHING.

This can not possibly be legal, right?! Unfortunately, I suppose it is. Now it has been over six business days, and despite multiple attempts via email, XXXX  ( to their XXXX XXXX handle ) and text to get an update, and despite contacting XXXX XXXX XXXX as they are part of the Cash App credit card puzzle - and who filed a ticket requesting to follow up with an update to me with Cash App Support ( which was the only action they could take in their position and role as business partners with Cash App ), and despite returning to my XXXX  bank and the scene of the incident a week later ( XX/XX/XXXX ) to appeal to the Branch Manager ( XXXX XXXX ) if there could be anything done on their end, who then himself attempted to find ways to get resolution for this, and timely resolution at that, THERE HAS BEEN NO UPDATE, NO REFUND OF FUNDS, NO CREDIT OF FUNDS, NO COMMUNICATION, NOTHING. ABSOLUTELY NOTHING.

This is not Cash App 's normal complaint of basic human stupidity for getting scammed for goods and services then realizing you got screwed. This was the processing and transaction of several hundred dollars that failed to dispense as they should have. This was not do to insufficient funds, ATM malfunction, or anything else. It happened because of something glitching on Square/Cash App 's end, and to put it lightly, I have little faith any action has been taken at all on their end to look into and resolve this, because it's not that uncommon of an incident to occur, but it shouldn't take longer than a week to resolve between parties. And at the very least provide an update response. NOTHING. How is that not theft and fraud? Worse yet, when reading through all their disclosures to try to figure out who else to contact to get involved with resolving this expeditiously, every phone number listed in their legal and financial disclosures, with exception for the phone number for XXXX XXXX, were dead numbers. Square 's number? Dead. Cash App 's number? It tells you to go submit a support request online of via the app. The number listed on my bank statement for the transactions to transfer money into my account a few days before this incident? Dead. How this company was given the legal go-ahead is beyond me. And then I learn they're not FDIC insured. GREAT.

Meanwhile, I'm literally XXXX up the creek, cashless, in an even worse financial position because of this, and who knows when they'll get around to resolving this, or at what rate. AND WHERE THE XXXX IS MY {$400.00}?!?!?! Unbelievable. I '' ll be filing complaints with every agency, both state and federal, detailing this incident and their incompetence in providing error resolution.

Company response to consumer: Closed with explanation