Consumer complaint received 2025-08-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: Block, Inc.
State: CT

Complaint narrative:
I am writing to demand immediate resolution regarding my direct deposit funds currently being delayed and withheld without valid cause. 

On Monday, XX/XX/year>, I updated my account information in Cash App, confirming my current address, phone number, and email. I submitted my ID and pay stub as requested, which was acknowledged with confirmation numbers [ Insert Case Numbers Here ]. My account routing and account numbers have been active and visible in my Cash App for a long time, and I used them to complete XXXX direct deposit forms XXXX for each of my XXXX employers on the same day. 

XXXX deposit, sent to a different bank account for my other employer, arrived without issue ( even before my regular payday ). However, the deposit sent to my Cash App account from my second employer is being illegally delayed, despite being issued and confirmed by my employer yesterday. The pay stub clearly shows it was sent to Cash App routing number XXXX and account number XXXX. 

I have now spoken with XXXX or XXXX different representatives via chat and phone, and each has given me conflicting or irrelevant answers, including : There is nothing wrong with your account. 
Your account is suspended. 
You can not receive direct deposit without an active Cash App card. 
A Cash App card is unrelated to direct deposit. 
The deposit will be held for XXXX business days because it is your first direct deposit. 

These explanations are inconsistent, unsupported by any policy I was made aware of, and were only disclosed after my paycheck had already been sent to you. At no time during setup or in any promotional material was I advised of a five-day hold on first deposits. In fact, your marketing repeatedly claims customers will get paid faster with Cash App a claim that influenced my decision to use your service. 

This constitutes false advertising and a violation of : Section XXXX of the FTC Act ( prohibiting unfair or deceptive acts or practices ) State Unfair and Deceptive Acts and Practices statutes ( UDAP laws ) Federal and state wage payment laws ( interference with timely access to earned wages ) CFPB regulations concerning misleading representation of financial services Furthermore, the inability to promptly escalate to a live representative in a matter involving wages is unacceptable and demonstrates severe deficiencies in your customer service processes. 

My demands are as follows : XXXX. Immediate release of my direct deposit into my Cash App account TODAY ; XXXX XXXX. Immediate reversal of the deposit to my employer, along with written confirmation including date and time of reversal, so I can make arrangements to have my wages sent to another account. 

Failure to comply will leave me no choice but to escalate this matter to my attorney and pursue all available legal remedies, including but not limited to : Filing formal complaints with the FTC, CFPB, and state Attorney Generals office Pursuing damages for financial hardship, late fees, and reputational harm caused by delayed payment of wages Seeking remedies under false advertising and deceptive trade practices laws I expect confirmation and resolution by close of business today. Continued delay will be treated as willful misconduct. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation