Consumer complaint received 2025-02-14 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Money was not available when promised — 
Company: Block, Inc.
State: TX

Complaint narrative:
I sent the following letter by mail and no response but the Customer Service of Cash App operated by Block Inc responded and say they will help to resove but weeks passed and no reponse. The following mail sent explains all the problems and no money received yet. 

XX/XX/year> From : XXXX XXXX, XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX To : XXXX XXXX XXXX, Cash App, XXXX XXXX # XXXX, XXXXXXXX XXXX XXXXXXXX Dear Sir/Madam, Ref : XXXX XXXX Cash App Account : Email : XXXX Telephone : XXXX, Cash App A/c : XXXX XXXXXXXX ( XXXX XXXX ) I am very much frustrated and writing to you in a very helpless situation for your help. I have an account with Cash App, and I wanted to withdraw my money from a third party called XXXX and their website address is XXXX. and also XXXX To withdraw the money from this XXXX to deposit at my Cash App account, XXXX wanted the Cash App Wallet address to send money to my Cash App account. 
I called Cash App to get their Wallet Address to past at the XXXX withdrawal procedure. 
The Cash App gave me the following procedure from their web site : - Tape Money, - Tap XXXX title, - Tap Deposit XXXX and then - Tap copy the wallet. 
I copied and pasted the Cash App given wallet address at the XXXX withdrawal site. XXXX accepted the wallet address, withdrew {$660.00} from my XXXX account but weeks passed, and money never arrived at my Cash App account and account at XXXX showing XXXX balance after withdrawal. 
I called XXXX that my money never arrived at my Cash App account and XXXX informed me that Cash App Wallet address which I took from Cash App and pasted is wrong and they have sent the money to Cash App provided wrong wallet address and money is sitting there and my account at XXXX is showing XXXX now. XXXX informed me that I contact Cash App as they provided me the wallet address to get money with their provided wallet address. 
Now its Cash App responsibility to get my money wherever XXXX has sent to the Cash App provided wallet address. 
I want to request Cash App to contact XXXX to get my money from them at whatever Cash App provided Wallet address XXXX has sent to as XXXX asking me to contact Cash App for recovering my money of {$660.00} from XXXX who sent to Cash App provided wrong address. 
Please help me in this regard as I am very much frustrated, as Cash App customer service is not helping me and not responding to my requests. They do not give me a proper email address to contact you as they do not have any on the website, so I decided to write to you by postal mail. 
I am writing to you to help me, as some are suggesting, I contact and report to if neither Cash App nor XXXX can resolve the issue, consider reporting the issue to the appropriate financial or regulatory authorities. But before I do this and request you and want Cash App help to resolve the issue as they provided the wrong Cash App Wallet address to paste as per XXXX and Cash App is responsible for it to recover from their provided wallet address where money is sitting. 
Thanks for your help and understanding. 
Best Regards, XXXX XXXX

Company response to consumer: Closed with explanation