Consumer complaint received 2025-11-09 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: TN

Complaint narrative:
b'I know this is frustrating. Your account is temporarily suspended because our security checks detected activity that needs a quick review. During a suspension, sending/receiving money and some features are restricted, but you can still withdraw funds and use your Cash App Card.\n\nWhat to do next:\nOpen Cash App and look for the inapp notification about the suspension (or the email we sent).\nTap the link in that notice and submit the requested info (like a selfie, photo ID, and basic details) so we can verify its you.\nOnce you submit the info, well review and notify you in the app when theres an update. If you dont see the notification, let me know and I can help with next steps.\n\nYou locked it because of a glitch in YOUR APP!\n\nIm sorry this has been so frustrating, Junior. I know it feels unfair. When our systems detect unusual activityeven by mistakethey temporarily limit some features until we confirm everythings okay. You can still withdraw funds and use your Cash App Card while we review.\n\nHeres the fastest way to get this lifted:\nOpen Cash App and find the suspension notice in the app (or the email we sent).\nTap the link in that notice and submit the requested info (selfie, photo ID, basic details).\nAfter you submit, well review and notify you in the app when theres an update. If you dont see the notice, tell me and Ill guide you on where to look next.\n\nThey haven\'t requested any info just let me know that it will be at least XXXX  days before I can use that money I need now\n\nI hear how urgent this is, and Im sorry for the added stress, XXXX. Even while your account is under review, you dont need to wait to use your moneyyou can withdraw your Cash App balance to your linked bank or debit card now.\n\nHeres how to withdraw:\nGo to the Money tab\nTap Withdraw\nEnter the amount and confirm your bank/debit card and transfer speed\nTips to get it fastest:\nChoose Instant to your debit card for immediate delivery (a small fee may apply). If Instant isnt available, itll go by Standard and usually arrives in XXXX  business days.\nAfter you withdraw, you can track the transfer in Activity; the receipt shows the expected arrival date and a transaction/reference number your bank can use to locate it if needed.\nIf you still dont see any prompt asking for info in the app or email, thats okaythe review can proceed without additional documents. You can keep using your Cash Card and withdraw while we finish the review, and well notify you as soon as its lifted.\n\nIm sorry that withdrawal was declinedthats frustrating. Lets get you your money another way.\n\nFirst, check the withdrawal receipt for details:\nGo to Activity, open the declined transfer, and review the reason shown and the expected arrival/ref numbers if anything was sent.\nIf it was blocked by the receiving bank/card:\nContact your bank to see if theyre blocking deposits to that debit card.\nIf they cant lift it, link a different debit card or a bank account and try withdrawing again (Money tab > Withdraw).\nFor speed and tracking:\nChoose Instant to a supported debit card when available; otherwise Standard usually arrives in XXXX  business days. Youll see the status and transaction number on the receipt.\nWhile your account is under temporary review, you can still withdraw and use your Cash Card. If you do receive a suspension notice later, follow its prompt to submit any requested info so the review can be completed.\n\nHello XXXX! XXXX  from Cash App support here! Thanks for reaching us today! I will be glad to assist you today as I can see that you are having issues with your account.\n\nI\'ll do my best to help you. Please allow me a couple minutes to look into this and I\'ll be back with you.\n\nI just need that money to release to XXXX  so I can get a new, already delayed phone from there\n\nI totally understand the importance of this matter. However, we noticed some unusual activity and temporarily locked your account for your security. Youll receive a notification within XXXX XXXX XXXX hours confirming we completed our investigation and unlocked your account. After you receive the notification, youll be able to log in and use your account.\n\nVisit our Help Center for more info: XXXX.\n\nThis lock wont affect your account standing or prevent you from sending future payments. You can visit our Help Center for more info: XXXXXXXXn\nI 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. \n\nWhile I have taken the action to address your concern, I will need to resolve the complaint portion of your case since no new information was provided. If you have new supporting information that you feel we should consider, we invite you to provide it. With that, I do want to share with you that your concerns have been documented, and will be used to improve our operations.\n\nIf you have any questions or concerns with anything else about your account separate from this concern, please let me know here.\n\nAfter reviewing your previous message, I can confirm that we have thoroughly investigated your concerns and provided an outcome to the issues you raised.\n\nWe understand that you may not be satisfied with our final response to your complaint. \n\nNow that were closing this chat, youll need to start a new support case next time you need help. \n\nHeres how:\na. In your app here: XXXX Call us at XXXX\n\nThanks for your understanding.\n\n\nIf you breath oxygen and don\'t work for cashapp, it\'s easy to see how nonsensical this is. They tell me I can still withdrawl, but I couldn\'t, and on it goes. They have lied repeatedly, done me ZERO favors, are SOLELY responsible for me sleeping under a bridge these XXXX  days in mid November, and why I have not had a meal in nearly XXXX. I am certain you empathy is as false as cashapp\'s, so please do spare me all the "I understand" and "I know that must be frustrating."  I asked them to just refund my aunt XXXX  the XXXX  so I can have her send it XXXX  or XXXX  or anyone else. If it was not bad enough that they have done this to me twice now, holding my funds with little to no cause so they can use it for XXXX to XXXX, but now they need a little longer. So they keep earning off my illegally seized money while I have to face the realization that without food for XXXX+hours and the temp dropping near the teens tomorrow night, they very well may get to just keep it, as it is likely I won\'t survive. I can not believe that this is "america" now, the importance of their extra couple dollars far outways my life. Their English could use some work. That\'s always fun when already frustrated, but the real kickers was the second man. He got on the line with a F you attitude without so much as a hello or explanation. I thought maybe, but after THAT dude, I KNOW this is a person or persons acting out of spite and no other legitimate reasons. He can not tell me what happened to the first XXXX  to XXXX, he can not tell me why I have to wait another XXXX to XXXX, and he has no legitimate reason to hold it any longer. I have provided my DL and a selfie, I have talked to them on the phone and pounded away at them on the app. The amount in question is 220$. My aunt sent it so I could spend it right away to get a new phone after mine was destroyed, but just send it back to her. There is absolutely no reason in the wide world of worlds that that could not have been done. I welcome ANYONE to explain to me how I come out on top by them refunded the person that put it there XXXX  MINUTES PRIOR. I have XXXX  to XXXX  times as much conversation I could send if u like, but I already know nobody these days will read all this. I am sure whoever it is quit caring long before today. I know who definitely does not care and can not be bothered to read so much, cashapp.\nI made it clear that I will never use or even speak of cashapp ASAP, so they are behaving like schoolyard bullies because they can. America encourages and rewards it everywhere. I am a marine corps veteran, and my granddaddys, both, are rolling over in their graves as they watch what America has done or allowed to happen to me over the past XXXXmonths. This isn\'t even the cherry on top, just the stem of that cherry. It\'s an atrocity. I fully expect this issue to end like all the rest, in me getting screwed and the person doing the screwing does it so often and to so many that the memory of me will be gone Monday morning. I would not expect further correspondence from me. I don\'t expect any from you anyway, and chances are you are snuggled up with a full belly and the heat on until Monday anyway. I expect to die of exposure before then and if I happen to come out the other side, I doubt I will have the energy or give a damn to continue banging my head against this wall.'

Company response to consumer: Closed with explanation