Consumer complaint received 2025-05-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: Block, Inc.
State: TX

Complaint narrative:
I XXXX XXXX On XX/XX/XXXX In my Cashapp account I transferred {$3300.00}, after Cashapp took their fee a total of XXXX was transferred from Cashapp to what I thought was my XXXX XXXX  account but was actually sent to a closed XXXX XXXX account that was closed in XXXX. I immediately contacted the cashapp support team and explained that my funds were sent to the wrong account rather than my XXXX XXXX  account. Cashapp Support team representative told me the funds were successfully sent to XXXX XXXX  account and that if I had any other questions to file a claim or go to the bank and ask them to search the retrieval number because XXXX XXXX would be able to trace where the funds are. I went to XXXX XXXX in person and they told me that any bank account that is closed and got money sent to it would be rejected and I would receive it within 10 days. When I didnt receive the money back into my Cashapp account, I reached back out to the support team again on XX/XX/XXXX and they told me the same thing as before saying I would have to open a claim again because the payment was successfully sent to XXXX XXXX  and they would have to start an investigation and stated that I would have to send in proof from the bank that the account was closed and no funds were received. So I contacted the bank and Cashapp again trying to get proof from the bank and trying to see what else I can do on XXXX XXXX. I have been consistently calling and emailing and I've gotten told the same things every time. I've called them XX/XX/XXXX, XXXX XXXX, XX/XX/XXXX, XXXX XXXX and XX/XX/XXXX. CAsh app refunded me the {$57.00} transaction fee that they charged me but I did not receive the {$3200.00} back because the Cash App representative said it was successfully sent to a bank account. The bank kept telling me they couldn't do anything with a closed bank account and I even sent proof on multiple occasions. To Cashapp, showing the account was closed as of XXXX. XXXX XXXX manager stated that they cant do anything with a retrieval number because it's not on their end and that the account was closed over 4 years ago and they have no record of funds being sent to them from Cash app. They saId this is a Cash app issue and stated that he will get on a call with cash app to explain it to them. When I told the Cash app representative that XXXX XXXX Manager stated he can speak to them to let them know, nothing was received. Cashapp 's representative stated he is not allowed to do that. I have consistently been told by Cash app Rep that the bank can find the money with the retrieval number, send supporting documents from the bank, the funds were successfully sent, and my investigation and claim is closed. They keep telling me the same thing and I need my money back. They are making it very hard because I never received my money back and after sending in proof from XXXX XXXX even with documents supporting my claims, Cashapp kept closing my claim saying funds were successfully sent to XXXX XXXX 

Note : I sent Cashapp supporting documents from XXXX XXXX on XXXX XXXX they still rejected my claim and told me that information was correct. I went back to the bank and got more information from the bank that that account was closed on XX/XX/XXXX and CashApp still rejected the claim. I dont know what else to do. Can you guys help me to retrieve my funds. I feel like Cashapp is being fraudulent and stealing my funds and not doing what's right to properly investigate and receive my funds.

Company response to consumer: Closed with explanation