Consumer complaint received 2022-09-26
Company: Block, Inc.
State: KY
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
I'm writing today to file a complaint against Cash App. I'm a bit at a loss of what else to do and I hope this is the right avenue. Several weeks ago, I tried making a payment through Cash App with my existing balance and I received an error that I had insufficient funds. I assumed that I needed to reconnect my debit card and / or bank account so I followed this process. I continued to receive an error for insufficient funds. I then tried to cash out completely ( i.e. transfer the remaining balance to my checking account ) and I got an error that that said " The cash out failed. '' That was all the information that was provided. I reached out to customer support and finally I was told that a " special team '' at Cash App would need to review my case. Several days later, I received the following email from them : Hi [ name ], We are writing to inform you that your Cash App account has been placed on hold due to an information subpoena and restraining notice. Please contact the creditor, whose information is provided below : XXXX XXXX, XXXX. XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, NY XXXX XXXX : XXXX. Please note that in order for us to remove the hold on your account, we must receive instructions to release the account from the creditor or an applicable court order or documentation that authorizes us to release the hold on the account. 

This was quite troubling as there are not any outstanding liens against me. I did go ahead and contact the creditor listed to make sure there was not a lien or subpoena that I was unaware of. They have no record of me, my name, or any past business that I've been associated with. -- - I followed up with Cash App to let them know that I had spoken with the creditor and I asked to see the information subpoena and restraining notice. They refused to provide me with further information. 

Instead I received this email : Hi [ name ], We are writing to inform you that your Cash App account has been put on hold due to a UCC lien notice. What does this mean for my Cash App account? A creditor is enforcing a lien filed against your businesss receivables, which identifies you as a secured party. This lienholder is seeking repayment for a debt. They have taken action by sending notice of the lien to us. What happens next? Were obligated by law to place a hold on your Cash App account. This means that you wont be able to transfer any funds from your balance. All funds will be held in your Cash App balance until : XXXX. A release agreement from the lienholder directing us to lift the hold on the account. XXXX. A court order or other documentation that authorizes us to release the hold on the account. Heres the contact information we were given about the lienholder : XXXX XXXX, XXXX. -- -- Since the lienholder has no record of a filing against, initially they couldn't help. I'm deeply troubled that Cash App has put a hold of my account with no proof of an outstanding lien against me. I've also searched the Secretary of State 's site for UCC liens against me ; there are none. I feel worried, as a consumer, that a large company can place a hold like this without proof. 

As a follow-up, I requested that the creditor contact Cash App directly, on my behalf, to let them know that she had no record of me in her system. After she took this action, 5 days later, I received an email from XXXX XXXX that said the hold on my account was placed " In Error. '' In total it took CashApp from XX/XX/XXXX until XX/XX/XXXX to resolve this. Meanwhile, they refused to speak directly with me or provide any information about HOW the lien / subpoena notice was connected to my account.

Company response to consumer: Closed with explanation