Consumer complaint received 2020-09-18
Company: Square Inc
State: MN
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
XXXX A unauthorized transaction in the amount of {$640.00} from merchant XXXX XXXX my Cash App account. I immediately notified customer support on Cash App after going through the selection process in the support menu and was told Id receive a email response within 48 hours. 48 hours is a ridiculously unreasonable response time for a bank to begin with, and had I known this type of lackluster customer service is what I would be served I wouldnt have signed up to use cash app. 
XXXX I contacted XXXX on the XXXX through XXXX DM and through email as those were the only shown contact methods, and I receive the first response from them on the XXXX. I reported this transaction as not made by me and I hadnt placed a order to begin with, and their response was thank you for getting in touch ive looked into this for you and we thought we had stock when we didnt. When we tried to pack your order we realized our mistake and refunded you XXXX XXXX. Depending on your bank or card issuer the refund can take up to 10 business days. Well I was relieved to receive this email and thought I would be set, until I never received any refund or any further contact from XXXX. 
For the record the only responses I received from Cash App since my first 5 separate emails, were duplicate automated responses that their system generically sends out. So cashapp hadnt been any help to begin with, but I thought this merchant XXXX refunded me so I didnt mind the cash app lack of response at the time. 
XXXX I filed a complaint on XXXX website against Cash app due to their blatant ignoring me and not protecting my account as they stated they would in their legal disclosures. When a card claim is reported/filed Regulation states that the bank has up to 45 days to investigate but could take longer, but will provide provisional credit within 10 business days if its not resolved by then. This wasnt followed whatsoever by cashapp as they literally ignored my several support emails and messages on social media in regards to my dispute against the transaction. My XXXX  complaint is what finally triggered a response from Cash App as I receive a email from a manager that stated he was reviewing the claim and it may take up to 10 business days. This is the first human contact I received from Cash App, which was on XX/XX/XXXX ... 6 days after my XXXX  complaint. I provided my screenshot of the email I received from XXXX about them owing me a refund as proof for my case. I was told by cashapp that I will be contacted soon which from my experience is weeks ... Sometime between XXXX I checked my cashapp account and saw that my balance reflected the {$640.00} returned. The reason I dont have the exact date I was provided provisional credit from Cash app is because they never contacted me or notified me that they did, it just showed up in my balance. Also the credit doesnt show in my transactions anywhere so its literally like a ghost deposit. I shouldve taken a screenshot the day I saw the credit applied to my account but I didnt think of doing so because I was sure my money was safe and finally returned because theres absolutely no reason for my claim to be denied. 
XXXX I woke up to a notification from cash app and a email stating your cash app has a negative balance, please add cash now to settle it. After checking my cash app transactions/summary and scrolling through my email I had no idea how my account just randomly went to $ XXXX when I had over {$300.00} literally earlier the same day around 3am. The email cash app sent me notifying me about my negative balance didnt include a single word to explain how its negative and what happened, and per surprise my cash app transactions didnt reflect anything to explain it either. After sending multiple support requests on the app and through social media messaging I tried to think of how my money was just wiped out, which later in the day made me think of this claim that I thought was long resolved considering the sufficient evidence I provided and the type of claim it was. 
XXXX I finally receive a response from Cash app that explains why my account has a negative balance, and they stated the card network provided a final decision on your dispute claim. Based on the details provided by yourself and the merchant, it was rewarded to the merchant Thats the pathetic response I received from them. Now to summarize they took more than a month to open my claim and provide me a refund for the disputed amount, they took over a month to provide sufficient human response in regards to my disputes, but it only took them 2 weeks to complete this investigation and remove the credit they had applied to my account. If you look at this whole case it seems a bit funny which type of concerns are taken seriously and what matters Cash app determines to work quickly. When one of their long standing customers has a first ever issue and needs the bank to help them resolve it, they take this lightly and take their sweet time to simply provide acknowledgement, but when Cash app has to return stolen money to a customer, they do everything in their power to fabricate a explanation for how they can take it back. I wasnt provided any response since the XXXX to explain how in the world my dispute claim would be ruled not in my favor after all of the evidence I provided. I wasnt provided any type of warning or claim file information sent to me that summarizes this whole dispute, nothing at all to help a customer. I have rent coming up next week and I carefully manage my budget during this pandemic to make sure I dont end up homeless or without food as I live paycheck to paycheck. None of this matters to cash app and they apparently will not care if a customer has their money stolen from them and need it refunded, because this isnt how cash app is profitable. Cash app is clearly not a bank or a service that has the customers best interest in mind or that follows the XXXX laws set in place when offering banking services, they clearly are just in it for the profit. Im still shocked to how its possible for my dispute to be denied and my money stolen from me like this. Im also disgusted to how terrible the customer service is at Cash app and how they dont have any legible way to get in contact with a human worker when they are handling millions of peoples money.

Company response to consumer: Closed with explanation