Consumer complaint received 2023-12-28 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem making or receiving payments
Company: Block, Inc.
State: AZ

Complaint narrative:
I recently opened up a new bank account with a major bank called XXXX opened ( XX/XX/ ). I first started out with Cash app, getting my direct deposit from my job for the past year through the app with no problems. Cash app has a savings feature and for the past year using my direct deposit I would transfer what I could into the savings. I ended up saving over {$1000.00}. With my newly XXXX account, 3 days in, I decided to go ahead and transfer the first part via ACH Debit. Now cash app has a feature that allows you to cash out but you will have to pay a fee. You will have to add a bank or regular debit card to get the cash out feature set. If you have {$10.00} in your cash balance or transferred {$10.00} from your savings to your cash balance, you can cash the balance out onto the card you added on the app. Fees go up the more money you cash out. Unfortunately instead of paying the {$17.00} and some odd cents I decided to do it a different way via ACH Debit which I dont believe I have ever tried before. I chose this way because XXXX bank had an offer that if you opened an account before their timeline and deposited {$1000.00} within 60 days the bank would send you back {$300.00}. So why not decide to get the money off of cash app early and have the money secured by XXXX? And also Id be able to add the direct deposit number cash app provides and save it into XXXX whenever Id like to ACH transfer. I also figured that if I did an ACH transfer, it would better count towards the {$300.00} bank offer, rather than a cash out feature. At this point it must be the same thing as long as Im adding money into XXXX to make {$1000.00}, to claim the {$300.00} offer. On XX/XX/, I started XXXX Banks process for adding the cash app direct deposit with XXXX to accept transactions. Cash apps direct deposit account goes by the name XXXX XXXX although XXXX XXXX does not have anything to do with Cash app accounts. XXXX XXXX does not monitor, or settle claims that are through Cash app. Bummer. The first part of the process was XXXX requested permission to send a small test deposit amount which will take 1-3 business days which came in a day early morning. It was two deposits that equal XXXX cents. Once you receive that you click the link on XXXX website, name the two amounts you received, and if it was correct, the new cash app direct deposit account was successfully added. I successfully registered my email and the Cash app XXXXXXXX XXXX account was ready to use for transfers into XXXX Banks checking account. Now on XX/XX/ at XXXX, I decided to start my transfer request of {$1000.00} which will take 3 business days to process and complete. I received an email of the request with a request item number from XXXX. XX/XX/ at XXXX I received an email from XXXX stating that my transfer request did not complete successfully but I will receive automatic deposit of the funds back to my account. If I do not receive the return deposit within 3-5 business days, I will call XXXX for additional assistance. If the amount was transferred from an account held by another bank, ( Cash app ) I have to contact them and request that the transfer be returned. This would re-deposit funds back into my account. XXXX XXXX temporarily suspended the XXXXXXXX XXXX account. If I wanted to try the deposit again, I would have to get transferred to a different department to lift the suspension and try the process again. XX/XX/ at XXXX the XXXXXXXX XXXX account was called in for re-activation and was successful. By XX/XX/XXXX XXXXXXXX XXXX was suspended again with no money returned. XX/XX/ I made a phone call to see whats going on. At that point the money is not here and XXXXXXXX XXXX lost activation twice. I have no record of XXXX call but can say was assured my money should come back however Cash app may have the funds on hold. Unfortunately I have no email proof that the XXXX phone call states to wait a lil longer than 3 days. Still no money so I started to follow up with Cash app. XX/XX/XXXX I decided to follow up with Cash app. It was great at first because they allowed me to provide photo evidence and proof of the unsuccessful transfer but I never got anywhere or got my money back as far as going back and forth that its been the 1-5 business days and no luck. I have a long chat screen talking to Cash apps chat screen. It has been a run around until eventually it led to a dispute. I spoke with a different chat line person that mentioned XX/XX/ was the last day the funds will process. However I still wanted a dispute after XX/XX/ if I did not receive it. XX/XX/, my dispute was made and confirmed with a case number. Now after the first dispute I was denied practicality stating that everything went fine and it did not. Back and forth back and forth back and forth to the point Im pleading trying to get my money. At this point XXXX cant really do anything. They have already done their part and it is Cash app that appears to have an ACH debit hold against my funds of {$1000.00}. By XXXX  I received an email from Citizens that my request of these funds were rejected so they used a different terminology. Once again having to re-activate this XXXXXXXX XXXX  account that as of XX/XX/ is still active but I face a rejected {$1000.00} request. The rejection led to XXXXXXXX XXXX being XXXX, different terminology however it was enabled again but with no success of an inbound funds transfer to XXXX or to XXXX. It finally appears that from XXXX several individuals were emailing me from Cash app and all kept saying the same thing that no error occurred and claiming that I received the funds. I had two separate disputes split within this timeframe and got denied on both disputes.

Company response to consumer: Closed with explanation