Consumer complaint received 2025-07-28 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or misleading advertising or marketing — 
Company: Block, Inc.
State: FL

Complaint narrative:
About a year or so ago ( XXXX, the date is unclear ), I recieved an email from CashApp to participate in a survey and to earn {$3.00} as compensation. After some research, it seemed legitimate and I proceeded with signing up and completing the survey in question, and I did in fact get rewarded for said survey. I received payment from $ XXXX, who did have a blue verification check mark. Although the surveys were few and far between ( only having completed XXXX total ), it paid both times and there was never any weird contact to pay money or any unrecognized account sign in attempts. 

About XXXX weeks ago, I get another notification ( via text, that is how I got the second survey ) that there was a series of surveys that would pay $ XXXX. So I opened the XXXX (. ) rival (. ) chat link and proceeded to complete the survey. The survey are usually general " select the applicable option '', but this time around it was more open ended questions, asking about my banking experience, what I liked/disliked, I feel was very fitting given what CashApp is. At no point did it ask for any account information. I completed each survey, and it explained at the end that there is a delay in payment, you should expect it in about a week. 

So it's been about XXXX weeks, and the promised funds had not been deposited, so XXXX message CashApp Support, and they tell me CashApp does not offer surveys nor cash rewards, and that it's a phishing scam and to report it. I mention that I had been compensated before, and they stand by the fact that it's a scam, that " it is not XXXX. '' and that " we only communicate via email ''. I go back to my transaction history and check the account that had paid me, and note the name " Cash App '' with the verification checkmark. I sent a screenshot in the chat to ask about it. They told me Cash App does not have a Cash App account. Then I asked how one obtains the verification marker, and they replied that it was an emoji in the name. 

I thought there were several things wrong with that response. If it was an emoji, then that's a flaw in security, and anyone could pose as a " legitimate '' person, and if is not an emoji, then Cash App will let anyone become an unofficial " official Cash App '' account without checking. So I asked what XXXX is used to look like a false verification check mark, then I follow up with a link to Cash App 's scam blog post ( https : //cash.app/outsmart-scams/survey-scams ), and it states " Cash App does market research and giveaways, but Cash App will never ask you to fill out a survey that promises money or other rewards in exchange for your personal information ''. I felt the surveys I had completed before aligned with the market research, along with the cashtag $ XXXX confirming it was such. In response, the support representative pasted a passage from the same blog post, emphasizing that there is never a reward for surveys Cash App provides. I asked for my problem to be escalated, then called Cash App over the phone. 

Once I get connected with a representative over the phone, I explain that I participate in the Cash App Insiders, and that I have not received the compensation promised. After a few minutes of searching, the representative said he had never heard of Cash App Insiders and needed a few minutes to look into it. While I waited, I searched if anyone else had also been offered the same survey opportunities as I had, which I did. There is XXXX XXXX post with someone asking about the legitimacy of a survey offer, in which the official Cash App XXXX account replied confirming it. When the representative came back, he said it was a scam and that the goal was to steal my money. He told me they were going to request money from me and take my money, and to report the account. I followed up with the question about the verification marker, to which he said " only official accounts, like celebrities, can have it '', then when I asked why the account that paid out the reward was verified, he was unable to give me an answer, stating " it was hard to explain to me. '' After the called ended, I returned to the support chat and asked how XXXX is able to obtain the verification marker ( which remains unanswered ) and that the post I found on XXXX confirmed that Cash App does have surveys and does compensate with money. Then it was confirmed that surveys XXXX not accept everyone who gets an invite and that payouts may take up to XXXX days. Even though a few messages ago, they confidently stated that Cash App does not pay anyone for surveys. After I stated it's been nearly XXXX weeks, they mentioned Cash App works on business days, which XXXX normal days is XXXX business days. 

Then I asked for clarification, if the $ XXXX account was a legitimate account from Cash App, to which I was told they can not tell me any information on accounts that are not mine. 

I have yet to be compensated, and I will update if/when I do.

Company response to consumer: Closed with explanation