Consumer complaint received 2025-08-06 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: Block, Inc.
State: MN

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX  XXXX XXXX Date : XXXX Consumer Financial Protection Bureau XXXX. XXXX XXXX XXXX XXXXXXXX XXXX Subject : Formal Complaint Against Cash App for Withholding Released Funds Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against Cash App ( Block, Inc. ) for withholding my funds after the merchant has already released the transaction. I believe this conduct is a violation of my rights under federal financial consumer protection laws, and I am requesting the CFPB to investigate and assist in the release of my funds. 

Description of Issue : On XX/XX/XXXX. I made a payment via Cash App to a merchant in the amount of {$40.00}. The merchant subsequently confirmed that the funds were released and that they no longer hold any claim or stake over the transaction. Despite this, Cash App has refused to make the funds available to me, claiming that the funds are being held for reasons not adequately explained. 

I have also received a copy of the invoice from the merchant confirming the transaction has been completed and no further obligations remain. I have attempted to contact Cash App customer service multiple times, but I have received no resolution or a satisfactory explanation as to why my funds are still being withheld. 

Legal and Regulatory Concerns : I believe Cash App 's actions violate my rights under the following federal statutes : Electronic Fund Transfer Act ( EFTA ) 15 U.S. Code 1693 et seq.

Under 1693f, financial institutions must investigate and resolve errors in electronic funds transfers in a timely manner. Failure to release funds after confirmation from the merchant may be interpreted as an unauthorized hold or error under the statute.

12 CFR 1005.11 ( Regulation E Error Resolution Procedures ) This regulation requires prompt investigation and resolution of consumer complaints and unauthorized or erroneous electronic transactions. Holding funds without valid justification or proper notice can constitute a violation.

15 U.S. Code 45 Unfair or Deceptive Acts or Practices ( UDAP ) Withholding consumer funds after a merchant has cleared the transaction and failing to provide proper customer service or resolution may be considered an unfair and deceptive business practice.

Requested Relief : Immediate release of the withheld funds in the amount of {$40.00} A formal explanation from Cash App for the cause of the hold. 

Review and enforcement action by the CFPB if violations of consumer protection laws are found. 


I have enclosed the following documents for your review : A copy of the transaction details from Cash App. 

A copy of the invoice and release confirmation from the merchant. 

My communication attempts with Cash Apps support team. 


I trust the CFPB will take this matter seriously and help enforce my consumer rights. Please contact me at your convenience should you need further documentation or clarification. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation