Consumer complaint received 2021-01-27
Company: Square Inc
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
1. On Tuesday XX/XX/XXXX, I noticed my Cashapp balance went from apx. {$20.00} to apx. negative {$190.00}, with no explanation or new transaction showing in the transaction history. 

2. The only way to inquire about it was to send a message through the App, which I did on XX/XX/XXXX. 

3. On XX/XX/XXXX, I receive the following response by email : # # # # Hi XXXX, My name is XXXX with Cash App Support, thank you for reaching out. I hope you're doing well and you've been staying safe during this time. I understand that you're concerned about the negative balance of your account. Just know that I'm here to take a look at this and provide clarity to you. 

After looking at your account, I can see that the {$210.00} transaction to XXXX was disputed on XX/XX/XXXX at XXXXXXXX XXXX CT. However, this dispute was reversed on XX/XX/XXXX at XXXXXXXX XXXX CT and this has caused a negative balance to reflect in your Cash App. While you are still able to receive funds to your Cash App, any payments sent to you will go towards rectifying the negative balance. 

You can bring your account back to a positive balance by receiving payments from other Cash App customers, or by adding funds from a linked debit card. 

To add cash using your debit card : 1. Tap the Banking tab on your Cash App home screen 2. Press Add Cash 3. Select an amount and tap Add Feel free to reach back if anything else comes up, I will be aware of your response. Remind Cash App is the strongbox that protects your most precious treasures. 

Best Regards, XXXX XXXX Cash App Support ref : XXXX : ref # # # # 4. I do not recall initiating a dispute, nor do I have any records of a dispute, or of being contacted by Cashapp regarding the dispute. So, I responded to the email on XX/XX/XXXXas follows : # # # # 1. Can you pls provide me with all documentation regarding this dispute?

2. I don't recall making this dispute, nor have I received communications regarding this dispute.

# # # # 5. I received no reply within 24 hours, so I sent a second follow-up email on XX/XX/XXXX requesting a response to my XX/XX/XXXX email. 

6. Today, six days later, I received the following response : # # # # Hello, Thank you for reaching out.

Please note we initiated a dispute claim with the card network on your behalf due to the merchant forcing your Cash Balance negative.

The card network provided the decision on your dispute claim. Based on the details provided by the merchant, the claim was awarded to the merchant.

Previously, your Cash balance was paid a provisional credit until the claim was resolved. On XX/XX/XXXX, the provisional amount automatically reversed from your Cash balance. 

Date Status Amount Balance After Statement Description XX/XX/XXXX at XXXX CST Dispute Reversed {$210.00} - {$190.00} Reversal : XXXX XXXX As a result, your Cash balance is currently ( - {$44.00} ). We ask you to immediately deposit funds to resolve the balance due as outlined in the Cash Terms of Service. 

If you have further questions or would like to further pursue your claim, we encourage you to reach out to the merchant directly. 

Again, we appreciate your patience and cooperation throughout the dispute process. 
# # # # 7. I responded as follows on today : # # # # 1. When did I initiate the dispute?

2. How did I initiate the dispute?

3. Upon what basis did I initiate the dispute?

4. Also, I have requested all related documentation, which you all have failed to provide or respond. Pls provide.

# # # # 8. They responded as follows on today : # # # # Hi XXXX, I do not have any new information to provide regarding this issue. Please review the information in our previous emails to understand how to move forward. 

For questions or concerns outside of this case, please reply back to me here. 

ref : XXXX : ref # # # # 9. I responded as follows on today : # # # # Who, if anybody, at Cashapp, can tell me when I initiated the dispute?

Who, if anybody, at Cashapp, can tell me how the dispute was initiated?

Who, if anybody, at Cashapp, can tell me upon what basis the dispute was initiated?

# # # # 10. They have not responded to date.

11. It is unacceptable that Cash App takes my money pursuant to an alleged dispute without providing any information or documentation regarding the dispute. They feel they have the right to take people 's money for no reason, or for reasons that they can make up and do not have to justify.

12. Cash App should be able to, and upon request should, answer basic questions regarding any alleged dispute.

13. Additionally, Cash App never contacted me regarding the alleged dispute to give me a chance to even respond to the merchant.

14. Cash App has literally provided ZERO documentation regarding this dispute that they are using to justify the theft of over XXXX XXXX dollars from my account. 

15. Cash App claims to be a safe place for people to keep their money, but it is not.

16. Cash App has no accountability to customers, and should not be allowed to continue to do business in the United States without appropriate requirements and regulations.

Company response to consumer: Closed with explanation