Consumer complaint received 2026-06-10 00:00:00
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.
State: AP

Complaint narrative:
- I am a XXXX XXXX servicemember XXXX to XXXX XXXX on orders. - I used cashapp to receive money and pay for things. I used the platform in the XXXX, then continued to use the app in XXXX XXXX while being stationed here. I did not have any problems with the platform until I tried to install the app on my new phone. It did not let me log in due to location ( XXXX XXXX ). - The primary authentication method, using my original primary XXXX phone number, was not available to me as I did not have access to that number ( no physical SIM and suspended account due to XXXX overseas via military orders ). - I contacted cashapp 's customer support to try to resolve the issue on XXXX XX/XX/year>. I was told that I needed to use a VPN and most of the functions will be available ( receive, send, withdraw, etc. ). I was also told to create another account in cashapp with another email, to which they ( the company ) can transfer my current balance from my original account. I successfully created another account using a different email, and when the customer service representative tried to move the funds, she said the system is not allowing her- and that I needed to use the app as normal, to receive, send, and add bank accounts to get my profile authenticated. - I proceeded to associate my bank account, and in the process of logging in multiple times over different devices, my account got flagged for what seems to be " suspicious activity '' from their end. I tried to appeal and get my new account unlocked, unsuccessfully. Now ALL MY DEVICES were blocked for " violating their User Terms. '' - I contacted cashapp customer support again on XXXX XX/XX/year>. I successfully got to their supervisor " XXXX '' after the first representative tried to troubleshoot the issue with very basic procedures ( to create another account, trust him it will work, he is the only person who can unlock my account and my funds, to follow his instructions to change the region on XXXXXXXX XXXX profile, etc. ). I told him that I tried all of it, and that it was unsuccessful. He would not get me to a supervisor, so I followed his instructions on how to create, change my google profile region, until he finally confirmed that he couldn't help me. I finally got thru to a supervisor, XXXX, who was the most helpful out of the hours of phone tagging. - This manager, XXXX, told me, after I explained everything, that she can reverse the transactions of the most recent payments back to the senders. I agreed with this plan of action, and expressed that I'd need to speak with the 2 guys who had sent payments to me to explain what will happen. She sent me an email while on the phone, giving me instructions to reply to her email when I am ready to proceed with the reversals. With this email in my inbox, I got off of the phone. - Next day, XX/XX/XXXX, I communicated with the XXXX guys who had sent me money on cashapp and coordinated alternate methods of transaction once the payments were reversed. I then responded to the email from XXXX to please go ahead with the reversals. Then I receive a completely irrelevant email response from " XXXX '' from cashapp, who proceeds to explain to me that cashapp is not available in certain countries, and a just a spillage of generic information that has nothing to do with the conversation/plan of action I had with XXXX. I responded to the email and somehow ended up on their tier 1 support system after about 5 emails back and forth, and back to square one. - I have CLEARLY communicated with cashapp that I just want to withdraw the funds from my original account. They are not being cooperative in releasing my funds. I have already verified with them multiple times the bank account that is associated with the account, so that they may manually release my funds. They are not releasing my funds, and/or are making it extremely difficult. - I am overseas on military orders. I do not wish to continue to use cashapp. I just want my funds released to my bank account associated on my original account.

Company response to consumer: Closed with explanation