Consumer complaint received 2025-01-20 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: MO

Complaint narrative:
I have tried resolving a issue XXXX a loan they gave me of XXXX from 3 months ago. I try to go through my cash app mobile and get no where. They put me on XXXX device ( cell phone ) XXXX an customer service and then XXXX XXXX another of my account from them XXXX a different customer service to fix paying this balance an unlocking my cards XXXX them and they couldn't transfer money from XXXX card to another, could not verify it being me at the same location, address that is used for both of my accounts they would just switch agents rather than dealing XXXX my issuel. I provide documents, pictures, card numbers, everything asked of me multiple times. I did this the first time contacting for over XXXX hrs then disconnected by them.while showing both to the customer service thru the app so that it's paid for. Instead they locked my cards.and would not unlock them even XXXX what they asked for, I have XXXX account cards XXXX cash app names. XXXX cards very close in the names and the XXXX being a business account. They asked me on each locked card to add a balance of XXXX when all was owed at the time was XXXX. So I had a friend send me XXXX so that they unlocked my cards while deducting the XXXX from it. All are locked due to this balance owed. Every week they put another fee on my card when I have asked multiple times to take the payment so I am able to use my card. So then I am asked to make a whole new account to get into the account. So I now have XXXX cards and can not get to the money that was asked of me to unlock my cards. There is XXXX stuck and they won't deduct it to this balance, I have called to get it resolved they tell me to go back to the app process and redo all steps again. I have tried XXXX getting the resolved XXXX times and at each time over a hr XXXX each.today the woman asked me to verify my address even though I already have multiple times to each individual card, which they all belong to separate emails and XXXX separate phones number so it is less confusing, so I sent them the documents asked of me to their link which asked me to have them log in XXXX my XXXX account accessing all my info. I was very skeptical but I did do it. I logged in a XXXX account an then snapped a picture of my ID an then a bill provided an then the agent asked me to verify the next card so I did the same thing. Then she asked as we did it on the phone to answer questions of yes to her.the min I would she put me on hold, so I went back to the first XXXX and took that company she had me add to my XXXX - I logged them off my XXXX account.and then I sent her the XXXX same ID and same bill to verify again after I verified XXXX her on phone again.so I did the same thing. Released that company from my XXXX XXXX account and she gets in the phone acting like she wasn't able to hear me and again XXXX XXXX are you there? I'd answer and she would place me on hold, then she said she had to hang up.and did. Then she called me back saying she couldn't verify my documents because we got disconnected and I asked her to go check and I even gave her the document I'd number saying she received it and she said I can't verify it I tried and me to get on my cell and verify thru the app process again. I asked her to redo the process and I told her I took that company off my XXXX because they got the documents she asked for, it all didn't make sense.the company she sent the link though was odd I thought, the way every time they are not wanting to try again, they haven't resolved my debt but yet they have my money. It's confusing to me and nothing is getting resolved XXXX my account. I don't want my banking being derogatory due to their ability to not handle my payment to them. The money is there and I have all accounts under me, my ss number and I'd so there should never be an issue. Can u help me with resolving this please. I can't spent XXXX hrs trying to resolve this an then reconnect to another agent and do it all over again because the last agent doesnt fill in the person XXXX what is going on, the girl today did not give me a case number. All I want is my cards to be unlocked.all my bills have been due since the XXXX and I need the debt paid from XXXX card to the card owed so they unlock my cards, but for me to have to resend and resent my ID, my emails, then my entire account my email was linked to XXXX all accounts being exposed and yet nothing resolved again XXXX my account.theres something wrong XXXX this to me,

Company response to consumer: Closed with explanation