Consumer complaint received 2026-01-19 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc.
State: TX

Complaint narrative:
On XX/XX/XXXX, I sold an XXXX to a buyer who initiated a {$700.00} payment via Cash App at approximately XXXX XXXX  The transaction appeared as Sent on the buyers device, and the buyer provided evidence that the funds were debited from their account. However, Cash App subsequently held the funds for a secondary authorization without notifying me, the recipient. When this authorization allegedly failed, Cash App provided me with contradictory information for 48 hoursalternating between confirming the transaction existed and claiming it did notpreventing me from recovering my property from the buyer before they ceased communication. 
Timeline of Contradictory Statements & Evidence of Mishandling Despite the CFPBs recent enforcement action against Block , Inc. regarding inadequate customer support, Cash App Support provided the following contradictory information, documented in attached screenshots : Acknowledgment of Funds ( XX/XX/XXXX, XXXX XXXX ) : Cash Apps automated system explicitly stated : " I see two incoming {$700.00} payments from today showing as Pending on your side '' and instructed me to check my activity tab. 
Contradiction & Confusion ( XX/XX/XXXX, XXXX XXXX ) : Moments later, when I reported the activity tab was empty, Support failed to resolve why their system saw the payments but my app did not. 
Confirmation of Pending Status ( XX/XX/XXXX, XXXX XXXX  ) : A live Advocate ( " XXXX '' ) contradicted previous claims of " no activity '' by stating : " I have checked your account and I can see here that this transaction is still in pending state since the sender has not yet completed it ''. 
Refusal to Verify ( XX/XX/XXXX, XXXX XXXX  ) : When I requested transaction identifiers to file a police report, the Advocate refused, citing privacy policies, despite previously admitting the transaction was visible in their system. 
Final Admission of Failure ( XX/XX/XXXX ) : After days of delay, an Advocate finally admitted : " Yes you had two pending payments but both of them Failed, Meaning no funds were added to your account ''. 
Violations of Federal Law and XXXX Consent Order Cash Apps handling of this matter demonstrates a continued failure to adhere to Regulation E ( 12 C.F.R. 1005.11 ) and the specific requirements of the XX/XX/XXXX Consent Order by : 1. Providing Inaccurate and Confusing Information : Support explicitly told me they " see two incoming {$700.00} payments '', leading me to believe the funds were secured. They later retracted this, claiming the payments " Failed '' only after the buyer had left with my property. 
2. Failure to Conduct a Reasonable Investigation : Instead of investigating why a transaction was visible to their agents but not to me, Cash App repeatedly used " privacy/security reasons '' as a shield to avoid providing transaction details necessary for law enforcement.

3. Deceptive User Interface : The system allowed a " Sent '' status to appear on the sender 's device sufficient to debit their account, creating a reasonable expectation of payment, only to silently revoke it later due to internal security flags that were not communicated to the recipient. 
Resolution Requested.

The " Sent '' status and the Support team 's initial confirmation that they saw the " incoming payments '' constituted a verification of funds that I relied upon.

Company response to consumer: Closed with explanation