Consumer complaint received 2024-10-21 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Block, Inc.
State: AL

Complaint narrative:
For several years now XXXX or XXXX maybe even XXXX me and my girlfriend have used cash app her account being verified and mine not the difference between the XXXX on XXXX  we could go to a store and add cash through the app at the register my cash app never had the option where hers did. last week I tried to do what we do every week add cash through her cash app at the store but the button mysteriously disappeared couldn't do it anymore so I contacted cash app this morning asking them how I could get the feature enabled on my cash app?

They replied .Cash App enables features that are not always available to every customer. After review, weve confirmed that your account is currently not eligible for this feature, even if you previously had access. Were unable to change this at this time. 

I told them I'm not asking you to change anything I'm asking you to tell me what it is I have to do to get this feature enabled? What exactly is your policy on whether accounts have eligibility or not?

Cash App : the feature is being rolled out in stages to all customers. You may not have access to it right away. It'll be available to you as soon as it's fully rolled out.

Me : that's not what you just told me you just told me after review my account was not eligible now you're saying the features being rolled out on stages and once it's completely rolled out I'll then have access how is that if my account 's not eligible? I've been using that feature on my girlfriend 's cash app for years and you're telling me it's not fully rolled out yet why are you avoiding a simple question such as what do I have to do to make my account eligible to use the ad paper money feature or simply explain your policy? 

CASH APP Iunderstand your concern and appreciate you letting us know. I've logged this complaint for review and if you do not have anything else to add to this complaint, I'd like to continue assisting you with your support case. For reference, your case number is XXXX. 

CASH APP If I don't hear back from you regarding this complaint, I will assume you recognize and understand the resolution. 

While we're not able to change your account 's eligibility at this time, please feel free to try again in the future, as your account 's eligibility may change. 


ME : You have been absolutely XXXX help I don't even understand why there is a cash app support line because you are not supporting anything CASH APP : : have captured your issue as a complaint and I want to assure you that we have reviewed all of the information that you provided to us.

While I have taken the action to address your concern ( s ), I will need to resolve the complaint portion of your case since no new information was provided. With that, I do want to share with you that your concerns have been documented, and will be used to improve our operations.

If you have any questions or concerns with anything else about your account separate from this concern, please let me know here.

ME : Are you reading anything that I've said if you can not explain your policy shut my account down close it. it is a very simple question I've been using your app for years a long time and this is how you treat your customers you can't even provide information on how your system works CASH APP : The best way to contact Cash App Support is through the app, or you can reach us by calling XXXX ( XXXX ) XXXX. Voice support is available daily XXXX XXXXXXXX XXXX XXXX 

For more ways to reach out, check out Contact Cash App Support here : XXXX XXXX XXXXXXXX. 

Cash App will never ask you to provide your Sign-In Code, PIN, send a payment, add funds to your balance, make a purchase, or complete a " test '' transaction of any kind over the phone, on social media, or through any other medium.

Company response to consumer: Closed with explanation