Consumer complaint received 2023-03-02
Company: Block, Inc.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Problem adding money

Complaint:
Hello, This complaint revolves around the app " XXXX XXXX XXXX '' aka the Cash App. It is convenient and low-fee way for individuals to send and receive money to each other, usually instantly regardless of banking institution. My bank is XXXX and my spouse 's bank is XXXX XXXX. 

In this case, my spouse and I use the cash app frequently multiple times per month to send and receive money from each other to cover miscellaneous expenses as well as share the cost of bills and services. 

In this specific case, on XX/XX/2023, my spouse used the cash app to send me her half our monthly mortgage payment in addition to her half of our car insurance bill totaling {$1300.00}. This is a very normal behavior for us and we have done so without issue monthly for over a year. 

Unfortunately the day my spouse sent me this XXXX, the Cash App experienced a massive network outage internally which I believe caused issues processing this payment. This information can be verified by going to the cash app outage status website and looking for incidents spanning XXXX XXXX XXXX and XX/XX/2023. Here is the url : XXXX : XXXX I just got off of the phone with cash app support and was told that there appears to be no issue and I can request an investigation to take place and this investigation takes at minimum ten business days and I will receive an email with the results. I impressed upon the representative ( XXXX ) that this is a large sum of money and we made this transaction well in advance of our mortgage due date to anticipate any processing time and that my mortgage payment was due yesterday and I do not have the money now and that I can not wait ten business days without a guarantee of action. The representative seemed to be reading from a script and would not acknowledge this hardship or the situation and simply said " This is all we can offer you ''. That is unacceptable to me. I did nothing wrong and followed all of the rules and have given the Cash App team all of the required processing time that is expected of a transaction like this ( 3 business days/72 hours ). 

The payment was sent XXXX XXXX XXXX XXXX  and I have confirmed with my spouse the money was removed from her account. I have confirmed with my bank that no transaction is pending or waiting to be processed. It is now XX/XX/XXXX, over XXXX business days later. 

The Cash app indicates the payment was deposited successfully. I am adding the relevant information from the cash app receipt and can also share images and bank statements from both my spouse and I to confirm this claim. 

- My Cash app username : $ XXXX - My spouse 's cash app username : $ XXXX - Information from cash app support : cash app investigation reference # XXXX - Web receipt from the cash app for this transaction : XXXX XXXX XXXX from $ XXXX {$1300.00} For home and progressive Friday  at XXXX XXXX  Deposited Amount {$1300.00} Fee {$0.00} Destination The XXXX Bank Identifier # XXXX To XXXX From XXXX XXXX Thank you for your time.

Company response to consumer: Closed with explanation