Consumer complaint received 2022-10-20
Company: Block, Inc.
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On Thursday, XXXX XXXX XXXX decided to hold a payment that was payed by a Client of ours in full. The funny thing is just the week before, their ignorant and incompetent representatives couldnt figure out why a wire from one of our other business accounts were not going through. And 4 different agents couldnt give me the information about the wire. Subsequently, the 5th agent finally informed us that their accounts do not receive wires. They also refused to send us to a Supervisor, and lied to say they did, however we were transferred right back to another agent. The sad part is, when they mistreat their customers, they expect us to be happy about it. And when we are not, and we have to literally yell, albeit with no profanity because we dont use profanity, and no disrespect from us, yet we received nothing but disrespect from them. Then one of their Supervisors by the name of XXXX, emailed my personal email to tell us that we were wrong and to yell at the agent after they did all of those things to us as their supposed to be customer. 
The next, a Client came on board with our company, and unlike most clients who choose one of the 2 payment methods. Which is either full payment upfront or monthly. She chose full payment upfront. 
XXXX decided to flag it as fraud and held the funds. We were told they would clear at XXXX in the morning the next day, only to be lied to again, and be drilled with questions later that, that had absolutely nothing to do with the transaction. Questions like hours of business, why a sudden spike in payments, etc, etc, etc. Which were very insulting, and ridiculous to say the least. Then we were told that it would be on hold for 24-48 hrs. It has been 72 hrs and its still on hold with funds that had absolutely nothing to do with that transaction. It is impeding us from doing business, causing a huge problem with our cashflow. Since the pandemic we started using this account as our main account, as we lost business during the pandemic. And we were just getting to our Official Launch, and had to digress because of the Worldwide shutdown, as if we were the only ones. So when they asked for bank statements, we told them we didnt have any for that reason. Their system wouldnt even take our uploads, and we had to email it over. They waited 72 hrs after we informed them of this information, just to tell us to upload the statements from XXXX, and we had to call them for them to tell us that, instead of them informing us of this. We have over 33 yrs of Customer Service experience and this is the worst we have ever seen. We have had this account quite sometime and have had figures around our last transaction, which shouldnt have been alarming at all. 
We believe that this is retaliation from the previous week and the nasty email their Supervisor sent us, and it is systemic racism and discriminatory practices against our company. Something needs to be done about these bullying companies who do this to smaller companies. They have absolutely no right to hold all of the funds in our account, funds that belong to our company, and not to them. And we want them investigated for this huge injustice they have done to our company. We will be contacting our Business Attorney to prepare a lawsuit against them.

Company response to consumer: Closed with explanation