Consumer complaint received 2025-07-24 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or missing disclosures — 
Company: Block, Inc.
State: CO

Complaint narrative:
XXXX. On XX/XX/XXXX, I initiated sending {$6400.00} to my mother in law. I had an old debit card linked to my account that I didnt want used, so I deleted that card and linked a new * bank account *. I already had about {$1700.00} in my Cash app balance that I wanted to use, but having insufficient cash, the system alerted me to add a debit card, which I did. 

I tried sending the desired amount to my mother-in-law, but it looked like the full amount was going to be charged to the debit card, so I backed out of the transaction didnt press send. I then added new cash ( {$4700.00} ) from the newly-linked * bank account, * so I would have sufficient cash for the transfer. 

I attempted the transfer again, and an alert window popped up saying that I already sent that amount to the same person and asked me to confirm that I wanted to send the money again. I again backed out of sending, in order to check the transaction history and call my mother in law. At which point, ONLY the cash transfer of {$4700.00} into my account that day was showing. My mother in law confirmed she did not receive payment. 

I tried once more to transfer the money, and this time it said Id exceeded my weekly sending limit. 

I made immediate contact with customer service through a chatbot on the XXXX. The chatbot referred me to my weekly and monthly limits in my profile. That weekly limit for sending is {$20000.00}. I did not even send {$1.00}. I asked to be escalated and the chatbot referred me to an Advocate named XXXX who was also chat support. Within that chat I learned that to prevent fraud, transactions initiated but not completed are factored into the total for weekly sending limits, and it would take a manager to override the flagged activity. No previous warning was given that canceling out of a transaction would be part of this tally. I was also given a toll free phone number to call customer service and given a case number. 

I called the number on the morning of the XXXX, and explained every step above. The customer service agent on the phone alerted me to my transaction history in my profile and he was surprised I could not see any pending transactions on my end. Several times he insisted I should be able to complete the transfer ( s ) I initiated, and several times I explained that the only thing on my end I could see was the cash transfer of {$4700.00} into my account. Nothing referring to {$6400.00}. Nothing giving me a running tally of reaching my weekly {$20000.00} limit. Nothing to indicate I already reached my limit, other than the alert that said I already paid that person, which customer service and I can verify did not happen. He escalated my complaint to a manager, but said that no managers are on site in the call center, and a manager could only be reached by email, so to look for resolution in my email. 

On the morning of XX/XX/XXXX I checked email and did not see anything, so called the phone number again. A service representative found my complaint right away, but said my case was closed because an email was sent. I then found the email he was referring to and saw it only talked about sending limits and did not address the fact that I could not complete the pending transaction. The customer service agent would not listen to me try to provide a different case number or to understand the details of why I felt my issue was not resolved. After much back and forth, he reopened my case and took notes of what I was saying. Again, this agent repeated what a different agent said the day before about no managers being at the call center and needing to wait to hear by email. 

Throughout the day on the XXXX I had an email conversation with a XXXX named XXXX. XXXX had me update my XXXX software, delete and reinstall the app, and report what version of the app I was using. He never addressed my question asking someone to override my flagged activity, never addressed why I couldnt see pending transactions on my end, wouldnt give credit to the fact that we all agree I did not send money this week, so why have I reached my sending limit of {$20000.00} if they can verify Im not committing fraud? 

At this point, it feels like my {$6500.00} is being held hostage. The companys policy said that there is a 7-day rolling hold on that money. I am fearful to attempt to send again, worried that I will just extend the hold if the system gives me the error that I already sent the money. All correspondence to the company just keeps referring me back to the sending limit & 7 day hold, without mention of how their system effectively blocked me from completing the transfer. Cash App keeps closing my case unless I have more information to add. They indicated that my complaint will only be used to improve future operations. 

I keep having thoughts about, What if I was paying someone rent? What if I was trying to buy a car or furniture? Cash App bills itself on the ease of sending money instantaneously. Yet, I have sent no money, and Im effectively locked out of my real money that I set aside for this purpose, for XXXX more days. [ A screenshot showing my transaction history is included. ]

Company response to consumer: Closed with explanation