Consumer complaint received 2024-07-11 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: FL

Complaint narrative:
XX/XX/year> To whom it may concern : On Friday, XX/XX/year>, I received an email from Square Account Service in regards to several attempts I made between XX/XX/year> and XX/XX/year> to release funds collected by Square on my behalf. 
I would like to point out the following facts : 1. " Account Review and Failed transfers to my bank account from Squares dashboard '' a. After two weeks of providing documentation, I was finally sent a message the account review was complete and the account was good to receive invoices. However, once the {$960.00} invoice was paid, the transfer I attempted to make was not completed by Square. 
aa. My financial institution of choice ( A XXXX XXXX XXXX /Cash APP ) has no record such a transfer ever was initiated. Nor proof such transfer ever reached them by the scheduled date of XX/XX/year>. 
b. After [ 4 ] calls to customer service trying to address the situation. [ all of these calls to customer service are recorded and can be provided upon written request ] ; there was NO action, of any kind, taken by the Square to assist on the account status. I was told to initiate the transfer again. That transfer was verified by me on my Squareup account dashboard XX/XX/year>. ( proof of such can be provided ) Allowing me to once again be convinced my property was being released. 
c. No action to release my funds occurred and nothing changed on the account XXXX XX/XX/year> when my second invoice for {$2.00}, XXXX by ACH completed processing. 
Within hours of that completion, but before the business day could begin, someone from Square deactivated my account and the second transfer I was already waiting for was also blocked. This deactivation further prevented my attempts to retrieve my property. 
XXXX XXXXXXXX XXXX XXXX XXXXXXXX XX/XX/year> 2. The deactivation of my account was truly retaliatory in nature and not due to any failure or misconduct on MY part and it is my position that Block Inc., in partnership with XXXXXXXX XXXX, are wrongful withholding my property [ {$2.00}, XXXX ] 1from me, AFTER demands were made to return the property. 
a. Block Inc. has no written policy which states that funds SHALL be on hold for a period of 90 days. b. However, Block Inc.s policy does state that Requests for the return of funds are to be made in writing [ and sent to the address on file ] and such requests are to be sent to XXXX XXXXXXXX for the customers state.2 3. Block Inc. is knowingly, willingly, and purposely engaging in deceitful practices. 
a. Block Inc. has been engaging in and currently still is engaging in double-speak as it pertains to the Terms and Conditions for the suite of products and services being offered where Block Inc.s T & C [ amongst the suite of products and services ] contradict one another and uses such verbiage that no reasonable and/or ordinary person is capable to understanding. 
b. Block Inc.s T & C state that customers have the right to revoke any and all access to information provided, however, doing so can and will result in the suspension or cancellation of access to services. c. Block Inc.s T & C state a mandatory arbitration agreement for every service and product ; however, ONLY in the main T & C is there the clause relating to the right to take any and all matters to Small Claims Court 3 [ Section 22 Square Inc. T & C ]. Furthermore, in this main T & C is it stated that the main T & C is paramount over any and all other T & Cs. [ Section 29 Square Inc. T & C ] d. Block Inc.s T & Cs clearly state that Block Inc. acts as the agent and that the customer is the owner. 
Yet, as the owner, the T & C fails to address any timeframes regarding holding and the release of funds in any account. e. Section 42 of the Square Checking T & C states that the return of funds can be requested in writing and be sent to the address on file. 
However, the email received on XX/XX/year> makes no mention of such a requirement. 
Actually, the email makes no reference of any kind as how the funds will be sent or even where the funds will be sent. 
XXXX XXXXXXXX XXXX XXXX XXXXXXXX XX/XX/year> XXXX. XXXX XXXX partnership with XXXXXXXX XXXX [ the FDIC Insured institution where the funds of customers are pooled ] currently has had all ability to perform acts has been suspended in several states. This was not released nor advised to me as a customer before I allowed my money to be paid into the " Squareup '' dashboard. [ as of the date of this correspondence ] 5. Square Inc., while officially changing its name to Block Inc., continues to operate under the old and previous name. This only serves to confuse consumers and prevent them from being able to properly seek compensation for any and all injuries. 
On the date of this letter, I made [ 2 ] more calls to customer service trying to address the situation. [ all of these calls to customer service are recorded and can be provided upon written request ] ; requested my property and was my request was denied. 

Please advise how I can retrieve my funds Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation