Consumer complaint received 2023-12-01
Company: Block, Inc.
State: TX
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet

Complaint:
On XX/XX/2023, I sent XXXX XXXX {$450.00} to pay for for my portion of the cost of accommodations for our upcoming trip to XXXX. On XX/XX/2023, I sent her the remaining {$200.00}. for a total of {$650.00}. Both transactions were through Cash App. On XX/XX/2023, XXXX informed me that her Cash App account was frozen and asked it mine was. At the time I had no money in Cash App so I told her that it seemed okay. On XX/XX/2023, a co-worker reimbursed me {$20.00} through Cash App. When I attempted to retrieve my funds, I received a notification from Cash App stating that We noticed suspicious activity and have suspended your account as a precaution. Please contact support to access your account. On XX/XX/2023, I responded to Cash App Supports email, requesting information related to the transaction. I told them that I was going to XXXX to participate in a XXXX and the {$650.00} was for my portion of the accommodations/lodging while there. 
On XX/XX/2023, I contacted Cash App to get an update on the investigation. I did not receive a response until XX/XX/2023. In their email to me, they asked XXXX additional questions. 

First, please confirm which authorized category of travel you are relying on. Please cite the regulation. 

Second. please confirm how you are complying with the requirements of that authorization. 

On XX/XX/2023, I responded to Cash Apps questions with the following statements : Once again, per my previous email, I traveled to XXXX, XXXX to run in the 2023 XXXX XXXX held in XXXX, XXXX on XX/XX/2023. This falls under athletic and other competitions. 

and XXXX can be found here : https : //cu.usembassy.gov/u-s-citizen-services/local-resources-of-u-s-citizens/traveling-to-cuba/ The XXXX categories of authorized travel to XXXX are : family visits; official business of the U.S. government, foreign governments, and certain intergovernmental organizations ; journalistic activity ; professional research and professional meetings ; educational activities ; religious activities ; public performances, clinics, workshops, athletic and other competitions, and exhibitions ; support for the Cuban people ; humanitarian projects ; activities of private foundations or research or educational institutes ; exportation, importation, or transmission of information or informational materials ; and certain authorized export transactions. 

Please see the attached picture of XXXX XXXX and I, XXXX XXXX, from the race. 

On XX/XX/2023, Cash App sent me another email, stating they needed me to confirm if the following requirements are met with your travel to XXXX : The athletic competition in XXXX is held under the auspices of the XXXX XXXX XXXX for the relevant sport ; The XXXX participants in the athletic competition are selected by the XXXX federation for the relevant sport ; and ( please provide proof of selection ) The competition is open for attendance, and in relevant situations, participation, by the Cuban public. 

I responded to Cash App with the following, just this morning, XX/XX/2023. 

Good Morning Cash Support\ XXXX The race is certified by the XXXX ( XXXX XXXX XXXX XXXX and Distance Races ) and the XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I ran the race on on XX/XX/2023 along with XXXX XXXX, as evidenced by the photo I sent. 

It is also legally permitted to travel to XXXX in support of the XXXX people. I stayed in a XXXX XXXX and rode in a classic car which meets the qualification of supporting a small business. 

I traveled to XXXX and back with no issues with XXXX XXXX. My money and XXXX has been locked in CashApp since XXXX so no money exchanged via your app was used in XXXX. Please share what legal authority do you have to continue to withhold our funds? 

Thank you, XXXX XXXX CFPB, Cash App is causing substantial anguish and hardship by not releasing mine and XXXX XXXX funds. Please resolve this matter by helping requiring Cash App to release the suspension on our accounts. As noted to Cash App, we are back in the United States and the funds, locked in Cash App, were not used for our trip. 

Thank you. 

Sincerely XXXX XXXX

Company response to consumer: Closed with explanation