Consumer complaint received 2025-06-05 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unexpected or other fees — 
Company: Block, Inc.
State: IL

Complaint narrative:
This is an urgent follow-up to my previous CFPB complaint regarding Block, Inc. ( Cash App ). The original issue involved a missing {$5000.00} transfer. I am now updating this to reflect that the funds have returned to my Cash App balance, but I am being forced to pay a {$75.00} fee to access my own money. 

I am submitting this as an urgent update to my active CFPB complaint regarding Block, Inc. ( Cash App ), originally filed over a mishandled {$5000.00} transfer. 

Background Summary : On XXXX XXXX XXXX I initiated a standard withdrawal of {$5000.00} from Cash App to my savings account. 
Cash App incorrectly categorized my savings account as a checking account, which caused my bank to return the funds. 
I received no real-time support, no follow-up from management, and was repeatedly told a manager will email you but no one did.

The funds were eventually returned to my Cash App balance, but only after significant stress, delay, and misinformation. 
I requested a one-time waiver of the {$75.00} instant transfer fee, since I no longer trust standard transfers. This request has not been acknowledged or fulfilled. 

Violation of Cash Apps Own Terms : According to Cash Apps own published terms of service ( see attached screenshot ), the company may be liable for failing to complete a transaction on time or in the correct amount. None of the outlined exceptions apply to my situation : My account had sufficient funds There were no legal or system encumbrances The failure was caused by their mislabeling of the receiving account This falls squarely within Cash Apps stated obligation to execute transfers properly.

Additional Concerns for CFPB Enforcement : 1. Lack of Escalation Path : There is no way to speak to a supervisor or escalation manager during business hours.

Customers are instead given vague assurances that someone will email, even for transactions involving large sums of money.

2. Ongoing CFPB Lawsuit Mentioned in Phone Prompts : When calling Cash App support, there is a pre-recorded legal disclaimer referencing an active CFPB lawsuit. 
The recording states that this lawsuit does not reflect the customer service being provided today, which is objectively false. Their support model lacks transparency, accountability, and any live resolution path. 
Escalation Failures and Inappropriate Conduct Again, There is no reliable way to escalate a serious account issue within Cash App. Customers are told to wait for an email from a manager a follow-up that never happens. There is no on-call manager, no ticket escalation system outside of sending an email, and no transparent oversight for urgent issues involving thousands of dollars.

Additionally, when I contacted Cash App phone support, a representative stated that I would need to file a criminal complaint in order for the company to escalate my issue. This suggestion was not only inappropriate but added unnecessary emotional distress to an already stressful situation. No consumer should be required to file a criminal report to receive basic support for a failed transfer.

Company response to consumer: Closed with explanation