Consumer complaint received 2024-09-17
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Block, Inc. (CO)

On Sunday XX/XX/24, I received a {$2000.00} payment from my tenant for her rent. On the same day, I noticed that the amount didn't actually show in my account balance on the app, even though the transaction history showed the payment being received. I thought the system might have not updated so I didn't reach out to the company until the next morning ( XX/XX/24 ) when the funds still didn't show in my account balance or available for withdrawal. I contacted the customer service team through the chat feature in the app, as there are no phone numbers to call. The first few messages were obviously from an AI as they were basic responses that didn't address my question or concern. It took several attempts to reach a 'live " person to communicate with in the chat. This person was XXXX, who confirmed she was able to see the payment on her end in their system. She had me send her a screen shot of what I saw in the app, and I did, which confirmed that I saw a zero balance. She then had me do a number of things including : resetting the app, uninstalling and reinstalling the app, making sure I had the most recent version of the app, verifying that I only have one account - all of which I did. And I was still unable to see my correct balance or do a withdrawal to move the funds to my regular bank account. She then asked me to resend another screen shot showing the zero balance, and I said she seemed incompetent, to which she said my language was a slur and abusive and refused to further assist me. My language was neither abusive and no slurs were used. I will upload a copy of the chat. At this point I reached out to CashApp via XXXX  as well to try to get assistance. ( I'll share that conversation later ). Another agent ( XXXX XXXX then joined the chat and proceeded to have me do exactly the same things that XXXX had requested and I again sent him a screen shot showing there was still a zero balance and that I was still unable to withdraw the funds. He then got frustrated and stopped trying to help. A third agent ( XXXX XXXX joined and more of the same. I was told my issue would be escalated and a manager would contact me via email. I asked what the expected time frame was for them to reach out and I was told, there is no time frame, and they would contact me when they contact me. This is obviously absurd, that they wouldn't be able to give an expected time frame for a call back/reach out when the issue is not being able to access money. So all this time, I am also chatting with CashApp support via XXXX ( DM messages ) and they are also asking me to send screen shots, and they suggest they need to escalate this to an engineer as it doesn't sound like a regular issue. This is all happening on XX/XX/24 between XXXX - XXXX. XXXX support also had be try logging into my account via a web browser and not the app but they don't have any links that let you do that. I reached back out to them via XXXX later that day around XXXX to ask about the time frame for someone contacting me and they also said, there is no time frame it's just whenever someone reaches out. I explained this was unacceptable and no regular bank would be able to get away with not allowing a customer to access funds when it is clearly a problem with their system or tech that was a fault. I finally received an email from XXXX who said they were a XXXX at XXXX, I responded that they needed to provide more information and specifically requested my case/reference numbers as proof they were really from the company since I had no idea who would be contacting me or what email address the would be using and their initial email was vague enough that that it could have been a phishing scam. The person did no reply until Tuesday XX/XX/24 at XXXX, almost XXXX hours later. At this point I have not been able to access or withdraw my funds for almost XXXX hours. XXXX, requested a copy of the same screen shots that I had previously sent to XXXX other individuals ( via the app chat and XXXX  chat ). To say I am beyond frustrated is an understatement.