Cash App glitch is double-charging users for purchases; customer service operations impacted

Cash App is investigating a glitch causing users to be double-charged for Cash Card transactions, which has resulted in a negative account balance for some customers. 

Cash App's in-app and phone support were also down on Monday as users sought help fixing the problem, according to a tweet from the company. The company announced in a tweet on Tuesday that all duplicate charges will be refunded.

The Cash Card is a free debit card connected to the user’s Cash App balance as opposed to a bank account, according to the company.

Users took to social media on Monday to complain about duplicate charges for purchases. Some business owners called on Cash App to fix the issue, as they were receiving concerned calls from customers complaining about extra charges incurred from purchases. 

Cash App is a mobile payment service that allows users to transfer money virtually. The app has 44 million verified monthly users as of 2022, Reuters reported.

Complaints on social media

Users expressed frustration on Twitter. Initially, users were trying to determine if the erroneous charges came from the billing source, such as the store or retailer, versus the app itself.

Others have used Twitter to confirm the duplicate purchase is not an individual issue, as Cash App support was down on Monday. Many complained about unclear communication from the company.

When will the problem be fixed?

The company posted a tweet Tuesday to alert users it has discovered the technical issue causing the duplicate charges. Customers who were impacted will be notified and refunded.