Consumer complaint received 2025-09-04 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: CT

Complaint narrative:
From Cashapp on XX/XX/XXXX to my email : XXXX XXXX, We're reaching out to help us gain a better understanding of some recent activity on your account. 

On XX/XX/XXXX, you received a payment for the amount of {$200.00}, with " XXXX XXXX XXXX XXXX '' in the subject line. 

Please reply to this email with information detailing the purpose of the payment, including an explanation of what was being paid for with this transaction and your relationship to the sender. 

Cash App has a policy to comply with XXXX laws regarding economic sanctions. Engaging in transactions that involve jurisdictions sanctioned by the United States, or engaging in any other activity that violates U.S. sanctions is prohibited under Cash App 's General Terms of Service.

Thank you in advance for your response, XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX : : My reply to Cashapp XXXX XX/XX/XXXX : Urgent! 

Please see my response below. There were no cigars or wine purchased. 

Please advise when the funds will be released and when my cashapp account will be unlocked. 

You can look back at plenty of other transactions from my boyfriend ( same person who sent me this {$200.00} ) and put silly things in the subject line. 
He now knows not to do this moving forward. 

Also, you never released the funds to me so I wasnt able to purchase anything. 

Sincerely, XXXX XXXX Cashapp response on XX/XX/XXXX : XXXX XXXX, Thank you for providing information regarding your recent transaction. As a reminder, Cash App has a policy to comply with U.S. laws regarding economic sanctions. Engaging in prohibited transactions on our platform that involve jurisdictions sanctioned by the United States or engaging in other activities that violate U.S. sanctions are prohibited under Cash App 's General Terms of Service. 

In order for us to conclude our investigation, we need more clarity regarding your payment on XX/XX/XXXX for {$200.00}. Please provide us with additional information; Please provide what the full name ( Make / Brand / Model ) and the country of origin of the cigar ( XXXX ). 

Please note that failure to respond to this email in XXXX days will result in adverse action being taken against your account. 

Thank you, XXXX Cash App XXXX XXXX response to Cashapp on XX/XX/XXXX : Hello! The sender is my boyfriend XXXX XXXX, and he was just being silly as to what he put in the subject line. It is really for groceries. I apologize and I will let him know not to do that again. 

Please release the funds to me asap and once again I apologize for the misunderstanding. 

Sincerely, XXXX XXXX Cashapp response back to me on XXXX : XXXX XXXX, Thank you for your response. 

Cash App has a policy to comply with XXXX laws regarding economic sanctions. Engaging in transactions that involve jurisdictions sanctioned by the United States, or engaging in any other activity that violates U.S. sanctions is prohibited under Cash App 's General Terms of Service. A violation of these terms may result in the immediate deactivation of your Cash app account, and may also include the indefinite holding of your funds, in order to comply with US law. 

Please respond, " I understand and agree to these terms '' if you agree to the following and wish to continue using Cash App : " I agree to not engage in any transactions, or other activity, that violates Cash App 's XXXX XXXX XXXX XXXX [ XXXX : XXXX ], including engaging in XXXX involving the countries XXXX XXXX, XXXX, XXXX, XXXX XXXX, XXXX, and XXXX sanctioned XXXX of XXXX or XXXX XXXX individuals XXXX entities. '' Thank you, XXXX Cash App Compliance My reply to Cashapp on XX/XX/XXXX : I understand and agree to the terms. 

Please advise when my funds will be available and when the hold will be released. 

Thank you XXXX back from Cashapp after that so I emailed them back on XXXX : URGENT Please advise when my account will be unlocked. I need to access my pending funds. 

I emailed Cashapp again today XX/XX/XXXX : Hello- on XX/XX/XXXX I acknowledged the terms. 

I was told the suspension/review of my account is in review, however I have not received any updates at all. 

Please advise right away. 

XXXX XXXX Cashapp replied XXXX minute later on XX/XX/XXXX : XXXX XXXX, We closed your case because a response was provided or it's been more than 3 days since we've heard from you. 

Please reach out through your app if you still have questions. Here 's how : Tap the profile icon on your Cash App home screen Scroll and tap Support For reference, your case # is : XXXX Thank you, Cash App Support I contacted Cashapp through the app throughout this process as well. I only received multiple case # XXXX but no resolution and they said they were unable to connect me with someone in management and that this was being reviewed and to wait for an email. 
Repeatedly I received this same emailchat message. 

Lastly I just received yet another email from Cashapp at XXXX est stating : XXXX XXXX XXXX We closed your case because a response was provided or it's been more than 3 days since we've heard from you. 

Please reach out through your app if you still have questions. Here 's how : Tap the profile icon on your Cash App home screen Scroll and tap Support For reference, your case # is : XXXX Thank you, Cash App Support Its been a loop of different reference # XXXX from Cashapp and emails and messages with no real outcome or resolution. 

Please help.

Company response to consumer: Closed with explanation