Consumer complaint received 2026-06-11 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or missing disclosures — 
Company: Block, Inc.
State: CA

Complaint narrative:
On XX/XX/year>, I deposited my XXXX checks for the deposit period. When I was done, a screen came on the CashApp check deposit portion of the app that stated ( and I still have screenshot ) more checks could be deposited at the start of the next month. When XX/XX/XXXX came, it still said that, so I asked Cash lApp support why I was getting the message when it was legally and officially the start of the next month. They only provided that the deposit period was a rolling 30-day period down to the second. I asked why I was being told two conflicting policies by CashApp, and every time Id ask, Id either get the chat closed on me or sent to another person before anything real conversation could happen. One manager named XXXX told me that theres no way to reset the period, and that theres nothing that could be done. A complaint case ( CCN ) was opened and as of this typing, I still have no updates on it. By this time, I had talked to at least XXXX different peopleall of whom were unhelpful or rude, except XXXX. On Monday, XX/XX/XXXX, I messaged back to try again. They just kept sending me automated messages with the check depositing standards, so I asked for a phone call. When they called, I said I had just wanted an update on the open account services investigation regarding the CCN, but then I had to go all through every detail for her. I think I have explained 10 times what Im looking for and what happened, and every single person ( including XXXX ) has said theres nothing they can do. I left a chat open that day and today, Thursday, XX/XX/XXXX, I am just hearing back, but when I heard back, it was all the automated policy messages and attempts to end the chat. So, I asked for another call. When they called, I told the lady what I had to tell everyone else, except the way she was interacting made it seem like they had scripts they had to read that didnt allow for any other information than precisely what they needed. I told her Im just wanting to know why Im being told two different policies and I asked if I could get an update on the first CCN. What does she do? Opens a whole new CCN. When I got that email, I told her I needed to talk to a manager, but only after a particularly long silence on her part. XXXX gets on the phone and sounds particularly unenthusiastic, and the first thing he did was try to end the call. I said I needed answers, and I told him what happened. When I asked him, When you hear the start of the next month, what do you think of that as? He responded, The 1st. I said, thank you for being the first person to say that. Then, I told him what the deposit screen was saying and he cut me off to say its a rolling 30-day period. So, when I confronted him for saying the start of the next month, he backtracked and said, But thats not what it is in this context. Here it is a rolling 30-day period. I then pressed him on why CashApp is trying to deceive its customers about how frequently they can deposit checks, because for the deposit screen to say, At the start of the next month but the actual policy thats not anywhere to be found from what I could see says, rolling 30-day period because those are twoto my knowledge and researchcompletely different definitional terms in the eyes of the law. He then went to terse answers, making it clear he was unwilling to help me or to answer my questions. I asked for a higher supervisor, to which he responded, Not possible. I asked for someone to reset my check deposit period. XXXX said, Not possible. So I hung up and came to file this report. Of course, this is a summarized version of both their terrible customer service and their inability to actually assist their customers. What I would like to address from all that is the conflicting policy statements. They almost seemed reluctant to even acknowledge that the deposit screen says one thing [ start of month ] when their actual policy is the rolling 30-days. I even sent screenshots in the original chat and can provide that if needed to CFPB. This seems like deception, and Ive never felt deceived beforeso I feel like I know it when I do feel it. And I feel it. This can not only be happening to me. People get any number of checks at any point in any month, so this just feels deceptive. Could someone please investigate their conflicting policies and why they wont communicate with me about it when I now have two complaints in ( at least ) over the issue?

Company response to consumer: Closed with explanation