Consumer complaint received 2023-06-01
Company: Block, Inc.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
The issue with the company Cash App began XX/XX/2023 

I had {$31.00} in my account. I added an additional {$25.00} in my account and sent my mother {$35.00} from my account to help her with groceries. 
When I checked my balance again I had {$6.00} remaining. This caused great concern because {$31.00} + {$25.00} - the {$35.00} I sent to my mother doesnt equate to {$6.00}. I shouldve had {$21.00} not {$6.00}. 

I contacted Cash App support within the app. I will include screen shots of that correspondence. To summarize the convo, their excuse for my balance disappearing was due to a technical error that occurred a month prior caused them to not take the correct amount out of my account balance and they were now recouping those funds. They also said that my current balance of {$6.00} reflected the correct amount and that the problem was fixed. I was very upset because as a consumer they pretty much took money out of my account saying it was from a tech error that they never even mentioned to their consumers until I contacted them after taking my money, but thinking this was a one time issue that they confirmed was now resolved. I let it go and continued to use my account but with caution. I will note I signed up for account text message updates so now each time something occurred within my account I received a text message. 

On XX/XX/XXXX my mother sent me {$29.00} within 30minutes Cash app took about {$16.00} out of that {$29.00} and said it was for a XXXX transaction from XX/XX/XXXX updating. Pretty much they were doing the same thing they did XX/XX/XXXX again on XX/XX/XXXX using the same tech error being corrected excuse. This time I demanded this issue be escalated to a supervisor becuase at this point they took money out my account 2 times and each time they said it was to correct a tech error but again it was fixed and my balance was now current but they said this the first time XX/XX/XXXX yet they still took money again XX/XX/XXXX for the same issue, so how could it have been fixed the first time? 

Upon requesting a supervisor I was emailed by a supervisor, and I asked her to provide me more information on the tech error, meaning if they know to take SPECIFIC amounts from my balance for these month old tech errors there should be an accumulative balance of how much I owe them due to these errors, rather than them just taking random amounts out of my account anytime my money sits within the account. The supervisor told me she could only repeat what the support reps said which was that there was a error that took place from XXXX and that they are taking money from my account to fix their error but she cant tell me how much the error was costing me or anything else. I asked her to escalate the issue since she confirmed she couldnt tell me anymore and she refused to escalate the issue and was closing the case. That was the last I heard from her. From that point on I knew I wouldnt be using my cash app card or keeping any money in my account. 

Yesterday XX/XX/XXXX my mother had sent me {$60.00} via cash app forgetting that I wasnt using them anymore due to their suspicious and predatory ways. Once again within 20 minutes Cash App took about {$45.00} of the {$60.00} that was in my account ( as per their text message account updates ) they took {$45.00} out of my {$60.00} balance for a XXXX transaction from XX/XX/XXXX. 

I ended up calling support becuase when I opened the app I couldnt even see the {$60.00} transaction and also each time they take money for these past transactions that they updated due to their tech error, it doesnt reflect or show them taking the money that day. Meaning all you see are your most recent transactions, the account doesnt show or reflect them taking the money out of the current balance so if it wasnt for me signing up for text message alerts it wouldve looked like the money disappeared into thin air. 

I spoke with a rep on the phone who located the {$60.00} transaction on his end, he then gave me the same script/excuse the other support reps said to me which was due to a tech error from months ago we are now using your current balance to resolve those errors but your balance is now updated correctly and the issue is fixed. 

The reason Im contacting you is becuase this can not be legal or right in any way. How can a financial institution take money from your account for their technical errors and say that the error is now fixed then continue to take money for your account each time money is placed within the account and give the same excuse all over again? How can a company say you owe money due to their technical error that they failed to communicate they had once they found out and only tell you after taking most of your money within the account and after it happening multiple times you ask for a total amount/documentation confirming what in total you owe due to their tech error and they refuse to tell you how much you owe and refuse to escalate and resolve your issue and concern with them taking your money? 

Some things Id like to note : Cash App usually places your balance in the negatives when you owe money for a prior transaction so normally you will have to satisfy that negative balance in order to utilize your debit card and account. In this case my account just reflects a {$0.00} balance until I add money or am sent money to my account, and THREE TIMES, within 20 minutes of adding money to my account they will update a month old transaction and take most of the money I added to the account. How is this reasonable? 

I have proof of the support I received within the Cash App app where they confirmed the things mentioned within this complaint I have the emails with the supervisor refusing to provide me proof or atleast a complete total of what I owe and refusing to escalate my issue I have proof of the call I had with support XX/XX/2023 with the rep pretty much repeating what the rep told me the first time XX/XX/ and the issue is if what the rep told me in XXXX was true meaning the balance was taken to fix a tech issue and now its resolved, why did they continue to take my money twice again citing the same issue and citing that its been fixed?? 

I have the text message alerts from the last 2 times they took money out my account which confirms money was placed in my account and within 20minutes they took it out my account to satisfy transactions from a month+ prior. 

If any other info or proof is needed please let me know. Thank you so much for listing and trying to assist me with getting this issue resolved. Its much appreciated!

Company response to consumer: Closed with explanation