Consumer complaint received 2022-07-18
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: Block, Inc. (IN)

Complaint:
I use a cash app cars through Cash app to send money to friends and family. One Transaction, I sent {$2500.00} to my girlfriend. I double clicked and it send 2 transactions of {$2500.00}. On Cash App there is a large button that says cash in, and one next to it that says cash out. Normally I click cash in to receive money from my account. One would think hitting cash out would send it back. This is not what happened. I waited 3 days for the transaction to hit my account. Then I checked my cash app account. I then noticed that when you look deeper in these icons, my cash in had a picture of my bank logo with the last digits of my account. The cash out when looking deeper in the icon ( not shown when you just click it ) just had some dark gray generic looking picture and said account XXXX also in a dark gray wording. 

I contacted Cash App questioned this. They told me that the account XXXX was an account I had in New York that I sent my transfer to. I explained that I never had an account in New York nor did I set another account on my cash app other than the account that had my bank logo clearly on it. They told me the date somehow that account what set up. I told them still this was never an account I set up. 

They gave me the information to the receiving bank. That came along some kind of code to verify the transactions and stuff. I do not have the banks information anymore because it somehow got lost in my emails. I contacted the bank, they were very helpful. This lady stayed on the phone with me and tried filtering as many ways she possibly could to help me find the money. She explained that all the coded to verify this transaction they gave me were not useful for them. They do not recognize any of them. She also said there was no transfer at all. Now I am calling Cash App back. We are clear where the money was transferred from, but no one is clear now on where it went. The receiving bank said they never received it. 

Cash app then did an investigation, told me it would take 10 business days and they will contact me. I contacted them in 12. I received an email stating that my case was closed because they either received an answer from the bank or I did not contact them in 3 days. That made no sense since they told me to wait 10 business days. Contacted them again. They re opened the case. They then sent me an email a couple of days later saying the did and investigation, asked the other bank to send the money back, they declined the request so there was nothing else they could do and that I now on my own have to contact the bank about my money. This made no sense so I contacted them again. They said they would send me the report of everything the investigated in detail to help me get my money back. They never sent it. I then learned that my account was attached to the XXXXXXXX XXXX  in Ohio routing number. I questioned this because I felt I should be talking to the bank not them. They said accounts were contracted through XXXXXXXX XXXX and there was nothing that bank could do. I then explained I was quite sure this was a violation of a regulation, my guess would be regulation E. I then asked to be able to speak to their XXXXXXXX XXXX representative since this money came out of an account and routing number attached to their bank. They said i would be wasting my time because XXXXXXXX XXXX  has nothing to do with this and there was nothing else they could do when it comes to getting my money back. 

I called XXXXXXXX XXXX  When you call there, the first thing it does it ask if you are a cash app customer and if are to refer to this other number which was the number I already have. then it says to press XXXX if you are a customer. i did... then it again asked if you are a cash app customer as if they do not want to deal with customers attached to cash app. It then said if not put in your account number to verify you are a customer. I put in the account number that was attached to my Cash app card. It then said leave a message and someone will get back with me. I did this 3 times and not contact from XXXX XXXXXXXX 

There were a few other transfers of small amounts as well. I only recognized they were not going in my main account because I looked to see if the {$2500.00} had gotten there. The icons are deceptive. when you only see a cash in button and a cash out button, you would assume they were going to the same place. I am out {$2500.00} and Cash App pretty much said deal with it yourself. I think it is their responsibility. Especially when the receiving bank has no record of the transactions. Below I will leave the information I have. 

Cash App attached account number XXXX cash app attached routing number XXXX Bank account attached to XXXXXXXX XXXX  Cash App customer support number XXXX cash App customer support email XXXX Date of {$2500.00} transaction XX/XX/2022 claim request # XXXX My name is XXXX XXXX My contact # XXXX Contact Email XXXX XXXX

Company response to consumer: Closed with explanation