Consumer complaint received 2025-07-30 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc.
State: NC

Complaint narrative:
On XX/XX/year> just after XXXX XXXX after selling my golf equipment I receive {$700.00} through my CashApp account. I immediately initiated the transfer of the money to my bank account with XXXX. I did not know that there was an XXXXXXXX XXXX XXXXXXXX debit card linked to the CashApp. When I initiated the transfer I thought the money would go to my XXXX XXXX account that I linked to the CashApp for the last XXXX or so years.CashApp charged {$12.00} for the immediate transfer. As a result I was expecting to receive {$680.00} in my account within minutes. The money did not come, and it has not come to this date. When I saw that the money was not coming I immediately started consulting with CashApp support ( XXXX XXXX ) so that the transaction would be reviewed and if possible have the money clawed back into my account. 

It takes forever to get the AI tools to connect with human beings, and in this case it happened after a considerable period of frustration and waiting. The CashAPP customer support person opened a ticket with only XXXX instruction or request from me : to claw back my money. He told me the process would be escalated and it would take up to XXXX business days to get a result. On the XXXX or XXXX day I received an email from CashApp which essentially denied my request to bring back my money. They did not give me any cogent let alone valid reason for refusing to get my money back. 

I called again, and I insisted on talking to a human being which is a very frustrating undertaking because they are hardly responsive .One such human being put me on hold for at least XXXX minutes put music on the other end of the phone without telling me anything and after waiting for so long they cut the line off. Very unprofessional conduct which naturally raised my suspicions of cover-ups. More attempts to call that day were met with recorded " we will call you back '' messages which came to nothing unreturned calls. 

Another attempt on a different landed me into the ears of XXXX gentleman who said his name was XXXX. This gentleman listened to my complaint against the denial of my request and he told me the denial was misinformed and without merit. He promised to re-issue and re-escalate the case and have the technical support people re-consider it based on the facts that I had laid out to him. Of critical importance to me then and now what the fact as a financial service firm CashApp had decided they were going to deny their fiduciary responsibilities to me as a client. By choosing to ignore their sole responsibility to safeguard public funds, CashApp was now acting ultra vires of their constitutional mandate. thereby breaking the law. 

They have not resolved this matter, and I am now doubtful as to whether they even want to claw back my money. However, I have continued to further investigate the matter, and the last time I called XXXXXXXX XXXX XXXXXXXX customer service and related my complaint. They told me they would be glad to help track the transaction and ensure the money is clawed back. All they wanted was the full information regarding the transaction, and that is, the full debit card number that the funds were supposedly transferred to. I do not have the details. CashApp has that information but calls requesting that they give me such information directly or they contact XXXXXXXX XXXX XXXXXXXX have been met with scorn and resistance. This conduct is unacceptable for any organization let alone financial services company which handles public funds.

Company response to consumer: Closed with explanation