Consumer complaint received 2024-01-06
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. (TX)

On XX/XX/XXXX I sent a support message asking for help verifying my account so I could receive the added benefits such as getting a debit card and cashing out funds or transferring funds from cashapp balance. At the time I hadn't put money in my account wallet. I let the agent know in the first two messages I had uploaded all of the required info to be verified and it kept failing. I was told they would look into it and send it to a specialty team. They confirmed my email but I never got an update. 
I followed back up on the support chat in the app on XX/XX/XXXX and I let them know I had submitted all proof and had been waiting since XXXX to be verified and would like a resolution. I was again told of the process uploading pictures of my DL front and back as well as a picture of myself holding the DL. 
I informed the agent I completed this and was informed it could take several days to verify me. I was told I would get an update soon. I completed the submission of proof of identity for the XXXX time. I followed up on XX/XX/XXXX and let them know I submitted it all again but stated again that I had done this so many times. 
I got a response that was indentical to the first saying they would have a specialty team research and email me and confirmed my email again. 
I requested an update XX/XX/XXXX with the quoted message " Following up on case # XXXX I've been trying to get this handled since XXXX apparently until yesterday the previous agent XXXX did everything wrong to verify me correctly. It's the week of XXXX the only money I have is in this app and I can not move it I can not cash it out and I can not spend it because I can't get verified. '' At this time I had sent money to someone and we had an issue and it got sent back which made it unaccessible to me since my account was yet to be verified properly. I was informed the right team was handling my case and it could take several days to complete. I followed up desperately on XX/XX/XXXX I got a message from XXXX saying I didn't have a case associated with my account with the case number I was given so so that meant either she was mistaken or every other agent lied. 
I started to send screenshots of all of the info I had to show I've done what's needed and I'm getting no updates or help. The only response I got said please retry and the steps to verify myself again through the square webpage. I asked for a manager I let them know the hardships this caused me because it was holding my money I couldn't transfer, spend, or cash out and that ended up causing my bank account to go negative because they held the only funds I had even after I told them that information. I submitted everything again to verify myself and was told a specialty team would get back with me. I asked for a manager multiple times to contact me and all I got were the same steps over and over every time I reached out no solutions. I messaged on XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX I told them I would be filing a complaint and was told the case was escalated and I would get an update by email soon. I asked for an update on the XX/XX/XXXX and was given the same steps again. I had also responded to emails from cashapp where it said when we get an update we will email you. But no update. I received an email back letting me no there was no updates and no solution and they would be closing my case. I opened another and replied that there was no resolution or update the entire time. It is now XX/XX/XXXX and my XXXX dollar is still being held and I can not use my account the way I need to because they won't accept my verification proof.