Consumer complaint received 2025-11-17 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: GA

Complaint narrative:
On Friday XX/XX/XXXX Cash App placed a fraud hold on my account due to suspicious activity. I woke up on Saturday morning and called to verify all activity on the account was mine and asked them to please remove the restriction because me and my children are out of the country and that is currently my only source of funds. The customer support team and line has no authority to do anything, mangers are only available via email and they reiterate what the customer support agent has already said, they use automated prompts to speak and email, and the leadership team ignores emails regarding dire situations such as mine. Im going to copy and paste my correspondence to the leadership team via email below. Me and my children are without food, access to essential items and resources, and I can not leave for work because I do not have any money due to this protection Cash App has put on my account. The promise of restoration of my account after 48 hours has not occurred and Im very worried and concerned about what is going to happen next and if me or my children will have money to survive over the next week. 

Emails to leadership : XXXX XX/XX/year>, at XXXX, XXXX XXXX XXXX wrote : Good morning, I know this may not be the standard channel, but I am reaching out because my situation is now urgent and I have been unable to get help through any Cash App support pathway.

I am a public servant working in XXXX XXXX XXXX XXXX and I recently relocated to XXXX with my XXXX children to support community-based maternal health initiatives in my familys home country. Yesterday, my Cash App card, currently my only access to funds was locked for suspected fraud. I immediately verified that all activity was mine, yet the block has not been removed. 

As a result, my children and I were stranded for hours without food, water, or transportation and had to walk miles in unsafe conditions. This is not sustainable or safe for us. 

I fully respect fraud protocols ; I previously worked in XXXX  XXXX XXXX fraud department. However, once a customer verifies activity, access is typically restored. Cash App support has repeatedly told me they can not remove the hold and can only advise me to wait 2448 hours. Given my circumstances, this delay is putting my family at risk. 

I am asking for immediate help from someone with the authority to release this hold so I can transfer my money to my XXXX XXXX account and secure basic necessities today. 

I want to be clear : this is not the kind of message I ever want to send. I prefer to handle issues quietly and professionally. However, as someone connected to media partners and social justice organizations who focus on consumer protection and global safety issues, I know this situation could quickly become larger if unresolved. My hope, and my request, is simply to resolve this directly and urgently so I can care for my children. 

Thank you for any immediate assistance you can provide. 

XXXX XXXX XXXX On XX/XX/year>, at XXXX, XXXX XXXX XXXX wrote : I want to follow up with an urgent update and to reiterate the seriousness of my situation. I reached out to your customer support team again this morning and spoke with a representative named XXXX. She informed me that she hopes my account will be restored in a few hours but confirmed that there were no updates from the management team regarding the escalation submitted yesterday, an escalation I was told would receive same-day follow-up. She also stated that I would have received an email if any action had been taken. I have yet to receive an email. 

This is deeply concerning on multiple levels. Beyond the urgency of my current situation, which I have made clear, I am alarmed by the breakdown in communication, accountability, and escalation handling. Given Cash Apps recent issues with the CFPB and ongoing public scrutiny, experiences like this do not reflect well on customer trust or operational integrity. 

I want to underscore that my corporate background is rooted in customer service and financial services with experience at XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and XXXX. I have a strong understanding of what quality support and responsible consumer operations should look like, and this level of inaction from Cash App is troubling. 

I have historically defended Cash App because Ive used the platform for years without incident, including internationally. I used my Cash App card in XXXX in XXXX with no issues. However, this experience has shifted my perspective, both personally and in my work as a public servant in maternal health. Right now, I am in an economic crisis, and the funds in my account are what I need to take care of myself and my XXXX children while abroad. I am fortunate to normally have multiple financial resources, but many people who rely on Cash App do not. The thought of customers with no alternative access to their money facing this level of delay and uncertainty is unacceptable. 

I am asking once again for immediate intervention from leadership. I would prefer not to escalate this publicly, but as someone with connections in media and social justice organizations, I am aware of the avenues available to ensure that situations like this receive attention. I hope we are able to resolve this promptly and avoid that path. 

Please provide a concrete update and timeline for restoring access to my account today. 

Thank you. 

XXXX XXXX XXXX XXXX On XX/XX/year>, at XXXX, XXXX XXXX XXXX wrote : It has now surpassed 48 hours and my account is still not unlocked. I have not received any of the follow-up correspondence I was promised, and no one from the leadership team has contacted me. 

At XXXX XXXX Eastern, I will be reaching out to the media because this situation has become untenable. I can not feed my children or even leave the house to do the essential maternal health work I traveled here to do, because my funds are being withheld without explanation or support. 

This is completely unacceptable, and I need immediate action. 


XXXX XXXX XXXX These emails are not coming back undeliverable so my assumption is theyre being received. I was hopeful that when the week began I would hear back from someone. Ive spoken with your customer support again and still no resolve. I am truly trying to handle this amicably and with the Cash App team, but it doesnt seem that is going to be possible. 

I am still in a very debilitating situation when I have over {$1000.00} in my Cash App account. Is there anyone who can help me with this? All we have to eat are eggs and theyre almost done. Were in a foreign country so grocery accessibility isnt the same as the US. We have to buy food almost daily and without my funds I can not do that. We also cant drink the faucet water so we also have to purchase water and we are out of that as well. This is the worst experience Ive ever had with any company and not receiving a response from you all is adding much insult to the injury. This is truly inhumane on you alls part. 


XXXX XXXX XXXX

Company response to consumer: Closed with explanation