Consumer complaint received 2023-07-02
Company: Block, Inc.
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Money was not available when promised

Complaint:
Urgent Complaint Regarding Cash App 's Inadequate Support and Security Measures Dear Federal Service Department, I am writing to bring a serious matter to your attention regarding the services provided by Cash App, a widely used mobile payment platform. I have been a regular user of Cash App for several months, primarily engaging in Bitcoin transactions on the lightning Networka network renowned for its lightning-fast transaction speeds, typically completing within seconds. However, I have encountered recurring issues with Cash App that require immediate intervention. 

Once or twice a month, my funds on Cash App are inexplicably held up for hours without any plausible explanation or communication from the company. This situation is perplexing as transactions executed through the lightning Network should be virtually instantaneous. Despite my repeated inquiries into the matter, the Cash App support team consistently promises to escalate my concerns to a specialist who will contact me via email. Regrettably, I never receive any communication beyond this point, leaving my concerns unaddressed and unresolved. 

In addition to the aforementioned issue, I have made Cash App aware on three separate occasions of a distressing incident involving a close friend. While my friend was XXXX, his former girlfriend unlawfully gained access to his military pension, which was directly deposited into his Cash App account. Shockingly, despite my detailed reports outlining this criminal activity, Cash App took no action to protect his account, conduct proper identification verification, or prevent the ongoing theft. Consequently, my friend suffered a substantial loss of over {$8000.00} in federally funded money that was intended to support his livelihood. 

The lack of effective support provided by Cash App is deeply disconcerting. It raises fundamental questions about the purpose and efficacy of their customer support infrastructure. My frustrations have escalated to an extent where I fear sounding overly critical, but I can not overstate the urgency and importance of addressing these issues promptly. Cash App 's current state presents an alarming breeding ground for fraudulent activities, with scammers exploiting the platform relentlessly. Victims are left helpless, as refunds are nonexistent, and Cash App 's safety measures are woefully inadequate. 

While I understand that alternatives exist, many individuals, including myself, face significant obstacles when attempting to establish accounts with other banking institutions or payment platforms. Consequently, Cash App remains the sole viable option for countless users, making this situation even more distressing. 

I humbly request your assistance in navigating this distressing situation. I implore you to explore ways to expedite necessary reprimands against Cash App and compel them to enhance their security measures. It is imperative that when customers report suspicious activities or potential threats, Cash App takes immediate and proactive measures such as freezing accounts to safeguard funds, particularly when the financial well-being of individuals, such as my friend, who rely on military pensions, is at stake. 

I greatly appreciate your attention to this matter and look forward to your guidance on resolving these pressing concerns. Please do not hesitate to contact me for any additional information or clarifications. 

Sincerely XXXX XXXX XXXX

Company response to consumer: Closed with explanation