Consumer complaint received 2024-03-19
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: Block, Inc. (MD)

Since XX/XX/XXXX, Ive held an account with Cash App. From at least XXXX through present day, Ive direct deposited a {$1200.00} portion of my biweekly pay into my Cash App account. To initiate this action, I completed the appropriate paperwork with my employer, XXXX XXXX  XXXX XXXX and XXXX XXXX ( XXXX ) and with my employers payroll processing agency, XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX  ). 

Cash App offers no-fee ATM access to account holders who direct deposit at least {$300.00} per month in paychecks. They also offer free overdraft coverage and 4.5 % interest earnings for the savings account option instead of the 1.5 % standard for account holders who do not direct deposit the {$300.00} minimum. 

After noting that I was not receiving any of the enhanced account features despite direct depositing {$2400.00} per month, well over the {$300.00} monthly qualification threshold, I first reached out to Cash App support via the apps chat function on XX/XX/XXXX. I received a response from their Cashbot artificial intelligence that was unhelpful and irrelevant to my situation. I repeated my inquiry on XX/XX/XXXX with the same results. Frustrated, I ended the chat. 

On XX/XX/XXXX, I called the Cash App customer service phone number. I spoke with a human customer service rep who reviewed my account and confirmed my monthly direct deposit totals. She refunded me for {$33.00} in ATM fees and added Were Sorry to the For ( purpose ) field. She also asked me to submit screenshots showing the in-app notifications I received about the 4.5 % interest rate feature and the 1.5 % interest rate I was currently earning. I did so via email to XXXX. The customer service rep advised me that she needed to escalate the matter and that I would hear from someone regarding resolution via email. I did not receive another email until XX/XX/XXXX. 

On XX/XX/XXXX, a customer service rep named XXXX emailed me, saying that in order to earn 4.5 % interest I would need to direct deposit at least {$300.00} per month. I replied, letting XXXX know that I direct deposit {$2400.00} per month from my employer, well over the minimum. XXXX replied, saying she had done deep research, used all of her resources, and had no new information regarding this issue. She provided a link to Cash Apps Savings Terms of Service ( https : //cash.app/legal/us/en-us/savings ). I reviewed the link, and seeing no information that would resolve my issue, reached out again. XXXX provided me with a scripted response and advised me she was closing the case. I asked XXXX to escalate the situation to a supervisor but received no response. 

I needed to obtain cash, and used my Cash App debit card to withdraw funds from an in-network ATM. I was charged {$2.00} for the transaction, despite having received another paycheck direct deposit of {$1200.00} on XX/XX/XXXX which should have made my transaction fee-free. 

I went back to the Cash App customer service chat that same day ( XX/XX/XXXX ) and restated the issue, this time immediately asking the Cashbot for a supervisor or manager. A human rep chatted, asking that I provide my email address and full name. I did so and received an email response from XXXX on XX/XX/XXXX. XXXX asked me to submit more screenshots, this time showing the ATM fee, as well as the 1.5 % interest Im currently earning. I did so, and even included screenshots showing the multiple direct deposits, a copy of my paystub/leave and earning statement ( LES ) showing the disbursement to XXXX XXXX  which is Cash Apps bank service partner, and a screenshot showing DFAS as my employers payroll processing agency. On XX/XX/XXXX, XXXX told me they looked up the government agency and discussed my case with their colleagues but had no new information to provide, and directed me to review the information in our previous emails to understand how to move forward. 

The situation is left unresolved and unaddressed. Throughout my correspondence, I advised the reps that this is likely an issue where my direct deposits are being improperly or incorrectly coded by their system, and resolution might involve multiple departments. That possibility was ignored. Im seeking assistance from CFPB because I meet all eligibility for the account features, have not received any actionable response from Cash App, and there are likely other account holders experiencing this same issue.