Consumer complaint received 2023-06-16
Company: Block, Inc.
State: MO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
SQUARE INC., D/B/A CASH APP has caused me financial damage due to the irresponsibility of informing consumers accurately and adequately by stating in clear writing that " MOBILE CHECK DEPOSITS '' may take from 1-15 business days, instead I have received 3 different answers from the app, to cash app support, and the mobile check terms and conditions. I mobile deposited a negotiable instrument ( check ) in the amount of {$820.00}, identifier XXXX on XX/XX/2023 at XXXXXXXX XXXX Cash App stated before depositing on the app that funds are " Usually available within 4 Business Days '', and also sent me an email stating that my check has been accepted and that the funds would be available in 4 business days which would make today Friday XX/XX/2023. Upon contacting Cash App Support via the app, which was very generic robotic non-human like, Cash App Support now has told me 5 days, then when examining the mobile deposit check terms and conditions, " Checks other than U.S. Treasury checks are subject to a hold period between 1 and 15 business days '' meaning I have been lied or misinformed, not once, but 2 different times, and not to mention holding checks for more than 7 days goes against Regulation CC cause of holds such as Large Deposit, Repeat Overdrafts, or Reasonable Cause. Cash App also by not being clear with it's availability of funds such as providing incorrect or misleading answers violated 12 CFR 229.1 ( b ) ( 2 ) by not providing an accurate availability window schedule for consumers, Cash App should have stated upon initiating the mobile deposit that fund availability may take anywhere from 1-15 business days, instead they implied it as a guarantee of 4 business days, which leads me to not be able to have access to my funds to register my vehicle at the DMV, today being Friday, and likely the funds will not be available tomorrow since it's not a business day, and with the holiday on Monday, meaning this whole process has delayed me in registering my car and paying the sales tax due, so now Cash App after having lied to me, has not costed me an additional {$25.00} for a sales tax late penalty on the XXXX day considering Monday XX/XX/XXXX is a holiday, and also potentially a {$50.00} " failure to register '' ticket because your company is not clear with the funds availability ... $ 75+ in damages. It is my belief cash app is not being upfront and disclosing the nature of deposit fund availability length time because it has a contracted service to handle it's deposits through XXXX XXXX XXXX, and if Cash App was in fact truthful upon initially depositing an item taking 1-15 business days, most consumers would not utilize the service, as the would not find the time frame acceptable or attractive enough to utilize the service. 


On another side note I wish to say that this experience with Cash APP is unacceptable, and has really upset me a lot, has caused financial damages, and your non-empathic customer service that tells me in the chat one moment while " I look into this for you '' just to turn right back around and give you the same answer, no phone number to call for support... why would I ever consider using this service again, because of the poor service and experience I had, where it feels things are misappropriated and mismanaged, before this experience I had intentions of moving my direct deposit from XXXX over to Cash App, and must say, that's not going to happen now and extremely disappointed with this service.

Company response to consumer: Closed with explanation