Consumer complaint received 2021-04-08
Company: Square Inc
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On Friday, XX/XX/XXXX of XXXX at approximately XXXX am ( Eastern ) I attempted to transfer funds in the amount of {$800.00} to an associate of mine via CashApp. When I attempted to submit the transfer through their mobile app I received a message that the transfer had Failed. I inquired with my associate to see if the funds had gone into her account or not and was informed that they had not. Since the transaction failed through CashApp I sent the {$800.00} through a competing service called XXXX. 

I would like to note that if I go to my transaction history even now that the Failed message is still present. 

On XX/XX/XXXX I was going through my bank records and noticed that CashApp had indeed deducted {$800.00} from my account on XX/XX/XXXX, even though they had alerted me that the transaction had failed. 

I immediately contacted CashApp through the support portal on their mobile app. I received an email acknowledging receipt of my inquiry on XX/XX/XXXX at XXXX am XXXX XXXX XXXX. Throughout the day I corresponded with multiple XXXX representatives regarding the matter. I was originally told by a representative named XXXX that my particular debit card was not supported by XXXX and that was why the transaction failed and thus the money could not have been taken out by XXXX. After supplying them with photographic evidence from my bank an internal case was opened XXXX XXXX # XXXX XXXX. At XXXX pm I was then informed by a representative named XXXX that a refund would post to my account in XXXX days. 

On Thursday, XX/XX/XXXX at XXXX am XXXX XXXX XXXX, XXXX while still awaiting my refund ) I was sent an email stating that my case had been closed. I responded back letting them know that my funds had still not been refunded. After several correspondences back and forth I was told by a representative named XXXX that the {$800.00} had been refunded on XX/XX/XXXX ( The day they told me the transaction failed ). I informed XXXX that no funds had been refunded to me on that date or any date after that, and I have bank statements to support this assertion. 

It is important to note that I submitted a written request for CashApp to provide me the date, time, transaction number and any relevant information regarding the alleged refund- to date that request for information has NOT been honored or satisfied by XXXX XXXX 

On XX/XX/XXXX I filed a dispute with my bank to see if they could get the {$800.00} back from XXXX. My bank issued me a temporary credit of {$800.00} at that time. They closed the claim and reversed the credit on XX/XX/XXXX and took the {$800.00} back since they were unable to pursue XXXX for recovery since XXXX is a person-to-person payment service provider that solely transfers funds and doesnt provide for the purchase of goods and services. 

I continued to correspond with XXXX up until XX/XX/2021 when some urgent personal matters took the lions share of my time and attention. It was not until recently that I was informed that I would possibly be able to seek assistance through the Consumer Financial Protection Bureau, so here I am asking to some assistance to having my money returned to me since my bank claims to be unable to assist me based solely on CashApps business type ; and neither on the merits of them taking my money and not giving it to the intended recipient, nor returning it to me. 

I will be happy to supply any screenshots and statements needed to help me get this issue resolved and put it behind me.

Company response to consumer: Closed with explanation