Consumer complaint received 2025-07-08 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Trouble using the card — Trouble using the card to send money to another person
Company: Block, Inc.
State: CA

Complaint narrative:
I have had cash app for over 3 years now. It was a great alternative way to send money to family members, my wife fast and easy. Because of the get your money early feature I added my payroll and has it been great. No issues ever, however last week I was rushing and sent my wife money for coffee, nails, and or gas because of their new feature add a note it has been horrible. I was rushing to send the money and spell check changed the from cafe, coffee to cuban and that marked a flag. I understand it was my mistake. They just needed to make sure who I am sending to it and what was the reasoning. They had sent me an email the next business day. I understand because of the holiday they might not be in. However in every attempt on asking for a status, what number I can call to speak with them or what are their hours all the representatives were very vague, did not show any sympathy. They proceeded to tell me that they can not communicate over the phone just via email only nor can they tell me their business hours for the specialty team or expected TAT ( turn around timeframe ) my issue can be resolved. I got paid weekly, I even got my XXXX transfer out to emergency purposes to that account which I have not used and it was my biggest regret. I have not been able to use my cash app account, send money, cancel the transaction, withdraw the money sitting in the account to pay for rent, groceries, gas and diapers for my autistic son. I have been needing to go the shelters to get food and extra diapers. It is ridiculous. I understand I made a mistake and did not doubling checking my wording when sending my wife money however to wait this long for a status update, the only way to communicate is via email, not being able to be given a XXXX is ridiculous. I never received a response nor an email confirming they received my email and provide a turn around time frame. All I get told is they will reach out via email please make sure you email them back or I am not the speciality team, they can only help. It is ridiculous to advertise that they can help 24/7, I was able to speak with maybe 2 representatives that did seem humanly with empathy and attempted everything they could. When I called they mentioned it was flag due to regulations. I understand NOW they are not a bank, however what they are doing is highly unusual. They also stated that they are protecting my money and transactions and suspicious things were happening which is why they suspended the account and I confirmed every transaction, I reached out. I have had multiple people just make a complaint for me and escalate, it has been escalated since Thursday and no response. All I get told is they will respond via email and will be responded accordingly in the way it was received. This is peoples money, lively-hood. I am in danger in getting evicted, I have no food or access to my money for food, to pay for my bills and DIAPERS. I was being told I do have access to my account and then I try to make a purchase and send money and it says other wise, I am getting told so many things. I no longer want a relationship with this company since this is how they treat their customers. I just want to withdrawl my money and be done with cashapp

Company response to consumer: Closed with explanation