Consumer complaint received 2024-10-03 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Block, Inc.
State: NE

Complaint narrative:
This is against Cashapp. I have been using my Cashapp with XXXX XXXXXXXX for over 4 years. During the 4 years I have attempted to have Cashapp consolidate my accounts as I could never receive funds without having to send a request for them. In XXXX they never even offered phone support and the only thing I would receive is canned messages that provided me useless information and inoperable loops. 

Moving forward to XXXX I attempted to submit a request for funds to an individual and cashapp had blocked it and that person could not send me funds because my account was still broken. Cashapp did finally come up with a number to call and the initial representative said they closed my cashapp in XXXX. That did explain why my account was running raggedy but then my concern was if they closed the wrong account what accounts then were left out in cyberspace opened for possible compromise. No answer and they said they would fix my account. Three representatives later they kept saying the account was closed so I sent sceeenshots to show it was open and that I was sending payments and receiving payments from requests I sent. 

They instead of fixing the issue they disabled my entire cashapp so my username is disabled and all of my transaction statements etc are gone in the wind. When I told them this was not the resolution expected I received a canned response to say unless I had anything different to say they were closing out my case. 

I told them to send me the statements and transactions to that account in which they said they don't have. It's like they couldn't fix the problem so they dismantled the account and deleted everything so their record look squeaky clean. To make matters worse they sent me a survey this morning to rate their experience which is completely biased favoring towards them. This means when I gave them the 1 star for awfulness they came back with 4 responses and asked what went well. In my case there was nothing out of those responses that went well but it would not let you continue until you picked one mind you all 4 responses are in favor of Cashapp. Once you selected the response the survey was over with no way of saying what didn't go well or to provide any additional feedback. They did this to cover their assets so they can say look the customer said we did this well when that is not the case. 

Cashapp also took money from my account for a transaction that never processed in a timely fashion and it's been 2 years since I have been trying to resolve that with the same thing above transpiring and now that info is disappeared too as when you go through support on that account it erases when they delete your account. They have been practicing very abuse financial behavior to the point I'm now here! Cashapp also charged me {$5.00} for a cashapp card in which I told them I wanted to be refunded and they said I wasn't billed but clearly it is coming out of my bank account. 

I also want to include that when I now go to statements there is no info except a new cashapp card was ordered for this new account I had to set up with a different ID. The screenshots that I'm providing is not even half of the communication that occurred as most of it was done through their support side and all conversations, complaints, and cases have been deleted. 

I have never been so disgusted with a payment platform such as this and also a platform that clearly doesn't understand what compliance regulation means nor have the ability to uphold them while causing damage and harm to consumers.

Company response to consumer: Closed with explanation