Consumer complaint received 2020-11-14
Company: Square Inc
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
I AM NOT SURE WHY THIS CASE WAS CLOSED THE FIRST TIME AS I DID NOT GET A CHANCE TO RESPOND TO WHAT THEY RESPONDED WITH. I HAVE HARDCORE PROOF AND EVIDENCE THAT NOT ONLY DO CASH APP/SQUARE HAS THE MONEY IN THEIR POSSESSION BUT I STILL DON'T HAVE MY MONEY BACK FROM THEM. 
On exactly XX/XX/2020 at approximately XXXX XXXX central standard time, I went to make an instant cash out transaction from cash app for the amount of {$6100.00}. The bank and debit card linked to my bank account ( XXXX XXXX ) that I had linked to cash app at the time is where I chose to instant cash out my funds too which usually is in my bank account within seconds anytime I do an instant cash out from my cash app account. The fund were not deposited into my bank account because the bank declined the finds because it was over my limit that I can deposit into my account which is {$5000.00}. So going back and forth between cash app and my bank for what is now 3 weeks, my bank ( XXXX  XXXX  ) returned the funds to cash app on exactly XX/XX/2020 at approximately XXXX XXXX eastern standard time. This also shows on my XXXX account as well and they have a trace id where they sent the money back to cash app. I had been dealing with a supervisor by the name of XXXX at my bank ( XXXX XXXX ) and their back office. I have emailed cash app several times, too many too count, and they have not responded to one email I have sent in regards to them returning the money to my account. The few times they did respond, they copied and pasted a general email template as a response without ever checking their system for the funds or FULLY reading my email. A few names I got back email responses from cash app are XXXX, XXXX, XXXX XXXX, XXXX, XXXX, none of which were helpful and very dismissive. They then took it upon themselves at one point to block me from emailing them. Also they took it upon themselves to close my case and stop responding to my emails and I still don't have my {$61000.00} back into my account. I am ALWAYS on time with my bills and rent and this situation has caused me to be delinquent on my bills and rent which has now caused me and my sister 's XXXX year old child, whom I look after and have custody of, to evicted. We are now XXXX XXXX XXXX XXXX XXXX. I have not been able to receive any assistance from cash app at all. I do have all email communications and exchanges between myself and cash app. They have not returned my money to me. Then they provided a phone number to a company by the name of XXXX  ( XXXX ) only for them to tell us they can not assist me or the bank because the card that was linked to my cash app at the time ending in XXXX did not use XXXX XXXX. I explained this to cash app as well, once again no response, and then when someone did response it looks like they copied and pasted an email template and sent it to me as a response instructing me to do the same exact thing they had instructed me to do before which was call XXXX. They then requested for my bank to send over an official letterhead with trace information on it in which case my bank explained they did TWICE. Cash app, as we speak, has everything they need. They told me without that letterhead from the bank with the requested information on it they will not be able to return/reverse the funds. They have everything they need and none of them has not responded to any of emails nor have they returned my money back into my account. They currently have the funds in their possession as we speak. Also they have hired illegal workers who are pretending to be fake cash app support representatives helping customers solve issues with their cash app account. The fake number they have posted online and everyone is calling is XXXX. When the gentleman picked up they had me to download and app called XXXX XXXX  and hook my phone up to the " cash app server '' and was able to see my phone screen remotely. The man I was speaking with supposedly his name that he provided was XXXX. He was extremely rude and unprofessional. So once he tapped into my phone remotely from the XXXX  XXXX  app he then instructed me to open the cash app app and we went through a few things and then he had me to pay {$200.00} out of XXXX  XXXX XXXX  account causing me to overdraft my account by {$190.00} of which my bank has explained once both transactions post they will start a fraud investigation and will, for the time being, issue what's call a temporary provisional credit to my account. My bank also cancelled my my debit card I currently have with them and sending a new one in the mail. At the time I saw and found out people were getting scammed from cash app and having thousands of dollars stolen I went into my cash app account ( after the {$6100.00} transaction ) a week later to unlink my debit card from my cash app card. I then linked my XXXX XXXX XXXX account at the time just in case cash app was going to return the funds I had planned to immediately cash them out to my XXXX  XXXX account and close my cash app account completely which I plan to do once they return the {$6100.00} to me which doesn't belong to them. No one at cash has returned my money XXXX {$6100.00} XXXX or responded to my emails. At this point I am XXXX, XXXX  out, scared and fustrated to say the least. PLEASE HELP!!! AND NO SQUARE DOES NOT " HAVE A MEMEBER OF THEIR TEAM INVESTIGATE YOUR ISSUE AND FOLLOW UP SHORTLY VIA EMAIL!!!! THAT IS A LIE ... THERE IS ABSOLUTELY NO WAY TO CONTACT THESE PEOPLE AND IF YOU CALL THE NUMBER YOURSELF YOU WILL SEE THAT!!!!! I JUST WANT MY {$6100.00} BACK AND WHAT'S EVEN MORE WEIRD IS THE FACT THAT CASH APP ( SQUARE ) REFUNDED ME THE INSTANT CASH OUT FEE OF {$100.00} BUT CLAIM THEY SUPPOSEDLY CAN NOT GIVE ME MY {$6100.00} BACK!!!! I AM GOING TO GET MY LAWYER INVOLVED IF THEY DO NOT REFUND ME MY MONEY. I AM GIVING THEM A CHANCE TO FIX THIS ISSUE. I AM VERY MUCHED LAWYERED UP AND IF THEY DO NOT GIVE ME BACK MY MONEY I WILL FILE A CLASS ACTION LAWSUIT!!!

Company response to consumer: Closed with explanation