Consumer complaint received 2023-02-14
Company: Block, Inc.
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Problem adding money

Complaint:
It first started when I was asked by my daughter to borrow my cashapp card, I realized I didn't have it so my first thought was I would go on the app and get me a new one just in case. Well as soon as I did I saw it said that my request for a card was processed and my new card had been sent out over 365 days ago. So I called and got it straightened out, waited for my card and when it finally came I got it activated even changed from buisness to regular account, added my debit card and a bank account as well so I was done with that, well then in XX/XX/XXXX I went on cashapp and tried to transfer money from the debit card I had added foe {$200.00} but it was declined and I would get a message pop up on the screen telling me that my bank declined it to contact them. So I call my bank and tell me nope not on there end, so I tried about 5 times just on the XXXX XXXX XXXX. It upset me so I let it go for the time being. Then I tried again on XX/XX/XXXX at around XXXX am and again it failed, same message call your bank. Didn't think twice and send cashapp a message through the app and waited and all they told me is that there was suspicious activity on my account which was not the case because I was looking at the account. There had been multiple transactions from XXXX where I needed to verify my account in order to use it but could not because they got declined as well and it was just for an amount under a {$1.00} each time. Well that didn't work so I called cashapp and asked them what the deal was, once again suspicious activity which again was not the case, all it showed on my account was were I kept trying to add money over and over and then linking and unblinking my debit card and bank account and adding different ones which I had informed them off that I was doing it because I thought it might be the linked card. But nope wasn't my card, because one card was from XXXX XXXX and the other was capitalone. While I'm trying to add money again for about {$700.00}, while sitting at a party with about 30 family members and friends I got them all to add money to there accounts, they had no problems at all, but mine declined again. So now I'm just mad and I wanted to see what would happen if I let a few of them add my card to there account, and what a surprise no problems at all. So I'm online now and looking for a while for some cashapp numbers, I lfound 3 so 8 call the 1st one and they yell me sorry they can not help, so lk now I call the second one and talk to him explaining and he's looking at my account at his end because he even tried to tell me that I had never even added money to my account and I told him look XXXX I just sent myself 10 bucks ok and it did not get declined ok, on XX/XX/XXXX I added {$50.00} and it was ok, XX/XX/XXXX {$5.00}, XX/XX/XXXX {$15.00}, XX/XX/XXXX added {$10.00}. No problems, and then before and after that I had people send me money and there was no issues with anyone sending me money, or me cashing out what money I haon the XXXX on my cashapp. I got sent {$150.00} XX/XX/XXXX, and cashed out into my bank account right after I got it, XX/XX/XXXX, {$100.00} and I cashed out, on the 13th it was {$100.00}, sent money on the XXXX XXXX {$10.00} no problems, {$130.00} XX/XX/XXXX, XX/XX/XXXX {$62.00}. XX/XX/XXXX I got about 41. And change from my daughter, capital one send a couple little deposits into my cashapp account so I could verify the account, no problems I got to verify the account, even after verification I told him it was still doing it, and he just says well I'm sorry I can't help you because I can't really look at your accoun5 it's not my department to just let it go and XXXX it up and take my card off and put a credit card on there, I just told him hecwas XXXX, I shouldn't have to because I had the funds or I wouldn't be trying again and again. Well nothing so I ask him to give me the number of someone who can help and would do there job right and he just says well I'm sorry we don't do that that he was in his department doing his thing, and to leave them alone that they did there own thing he can't help me even though he was in billing, nope he just kinda chuckles so I hand up. I try the last number which was the number to the company original app, which was square app, but now is the parent app. I finally get someone on the phone and he tries everything he can think of, I told him what was going on, and informed him on how rude them peoplecwere not listening, yelling me I'm XXXX to get over it, and he asked me if I had made any calls yet and I told him yes with him it was 3 in total, 2 did nothing and now him, he gave me the same number I had and told m3 to call back and tell them they better fix this, not to let them lie, so why I did, I got it's not my department I don't know any other numbers just take debit card off and again add credit card. And hung up. Message on the app and I wouldn't even get a reply back, when I finally did it was your bank call them, or they would just get XXXX and hang up. So all together I made like 30 calls, send 20 messages got 2 calls back with no solution so it helped none, and I was just finally fed up and I got a hold of XXXX  and got a 2 or 3 messages back from cashapp where XXXX stepped in but I informed XXXX that no I was not happy or satisfied with cashapp and there XXXX reason with no explanations and them telling me it's my fault. So now still waiting on a response I guess because it's not right that they say they do this to everyone ok, but they lie about everything, they told me I as only allowed to add so much a day, that's a lie because I looked and it stated that I could add as much as {$2500.00} a day it was the limit I read, but it was {$2200.00} short of letting me add my money out of my account tha5 was verified as well, from the limit they told me. I talked to cash app right before I contacted XXXX I told them that I need to add these funds to my cashapp because my XXXX XXXXe bank had closed down all the local branches in town where I live so I couldn't just go to a atm and take money out and walk into XXXX XXXX and deposit it, I would have to take the money out and drive 3 hrs just to deposit it and I wasn't doing that, that this was the whole reason for me getting cashapp because I could add the funds to my cashapp and just cash out from the cashapp straight into my XXXX XXXX  account, so I could pay my bills. They cost me over {$100.00} in late charges and then a birthday party that cost me {$250.00} because I didn't have the money to pay for it and they kept my deposit. It's not right that I can try to add funds and it gets denied, and my sister can use my card on her account 5 min later and it doesn't get denied when she tries to add same amoun5, and then same day 2 min after I get denied for 200, 300 I try to send myself {$10.00} and it worked, but 15 min later I try 250 again and nope denied. We protecting you, yeah whatever I don't think so, they acting like im special cause they sure did pay special attention to me and me alone.

Company response to consumer: Closed with explanation