Consumer complaint received 2021-01-29
Company: Square Inc
State: WI
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On Sunday nmorning I did a total of 3 transactions from my cashapp card to my XXXX  cash card because i heard tht there has been alot of scamming and fraud going on with tht app smd i had about XXXX/XXXX dollars on it so i decided to do instant transfers to my XXXX card because i had already taken off my bank card becsuse i did not want to fall victim to fraud. first $ XXXX XXXX XXXX which i then transfetred to my bank. there was XXXX cents on imy XXXX  card so i transferred a total of XXXX the full balance on my card. I then placed another {$250.00} at XXXX onto my XXXX  card from cashapp i then transferred tht {$250.00} to my bank acct as I did the first XXXX for a total of {$350.00} all instant transfers from cashapp to my XXXX  card. My cashapp card was cracked so i attempted to order another. it gave me a whole new card tht was to be mailed to me.. I decided to move {$50.00} more dollars from my cashapp to XXXX  i deposited it into my bank for XXXX fee so XXXX was deposited. The next day Monday XX/XX/XXXX i checkd my bank account and the money had been deposited to it..i had monry on my card so i made a purchase and I had XXXX $ left on my card ... the next day tuesday the XXXX i received a notification from cashapp saying i spemt {$250.00} at XXXX  and anothee saying i spent {$100.00} XXXX i didmt think anything of it until i realized these transactions already were completed. i XXXX received a alert to add miney to my cashapp because it was XXXX dollars i was shocked but assumed it was a mistake amd the money would be on my XXXX  card do i could just transfer it back avn them bk out only there was no deposit made to my apple cash card after the XXXX from monday. i checked my bank account and no funds were deposited from XXXX  since besides the 3 i tht were placed earlier tht day from cashapp i email casbapp because they have no phone contact and told them my issue thinking this was an easy quick fix .. i was wrong they stated they could not refund a merchamt charge.. i explained yo them tht i did instant transfres so someone made a mistake i semt screenshots of all accounts reflectiing tht ftom cashapp XXXX  amd the bank ..they said to contact apple becsuse XXXX took the money.I called & they sd they see no deposits past the ones on monday and to call my bank i called my bank and i got the same answer.i emailed cashapp back and explained to thm what apple and my bank said..that they do not see any transactions past monday the XXXX so they had no clue who took the money or where it went there was only they said once again its XXXX  so i called XXXX  again only to receive the same answet tht is was cashappd mistake i have been emailing them since i found out tuesday they refuse to issue a refund stating i must contact appl which i have done even with all tranaction history they are refusing to reverse these charges. im completely stressed out and emotional over this because i have no money to give away i had about XXXX $ on the card now it sits with a negative balance of XXXX $ on top of losing the XXXX $ i had i was supposed yo have a refund go to tht card. i was told the refund was issued on wednesday fir {$180.00} i have no deposifs to the card at all so on top of lising XXXX $ is knowing the XXXX $ has probaby gottn stolen as well cashapp has no support line besides email and their customer service is extremely sub par im out of about XXXX $ and i dont have tht type of money to give away especially during a pandemic. Ii am in severe emotional stress because of this. i asked them to reverse but they refused

Company response to consumer: Closed with explanation