Consumer complaint received 2025-07-16 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or misleading advertising or marketing — 
Company: Block, Inc.
State: WA

Complaint narrative:
To whomever reads this, I had received a promotional email by CashApp on XX/XX/XXXX about getting a {$10.00} credit added to my CashApp account balance, if I made XXXX purchases with my CashApp debit card using XXXX XXXX ( in-store, online, or in any app ) by XX/XX/XXXX. This credit would also be added within 30 days of meeting eligibility of criteria, by XX/XX/XXXX according to the email. 

On XX/XX/XXXX, I made XXXX purchases with my CashApp card via XXXX XXXX at XXXX XXXX, all three separated by a one-minute interval. Because I met the requirements before the XXXX, it was expected that I would receive the incentive credit. However, I never received a {$10.00} XXXX XXXX incentive by XX/XX/XXXX ( when CashApp stated that it would add it ) or within the XXXX eligibility time. Reading the terms and conditions, the requirements for the {$10.00} credit is that ( XXXX ) have a Cash App account in good standing for the entirety of the promotional period, ( XXXX ) be 18 years of age or older, ( XXXX ) receive communication ( XXXX ) related to this promotion, ( XXXX ) Make XXXX or more qualifying purchases with their Cash App Card through XXXX XXXX  between XX/XX/XXXX at XXXXXXXX XXXX to XX/XX/XXXX at XXXX XXXX. As a result, I called XXXX support phone line on XX/XX/XXXX to inquire about when I would receive my reward and was told by the representative that for an unknown reason, I would not be eligible for the {$10.00} credit. 
Unsatisfied, I attempted to resolve the issue through the chat support, where the online representative opened a case for me. At the same time, they apparently did not have information about the promotion and requested a screenshot proof, which I provided. The representative then proceeded to state that they can not download files ( when they have an upload a file or photo feature for customers to use in the chat ) and gave unrelated advice outside of the issue ; when I stated that the advice given was not applicable, they proceeded to close my case and stated that the complaint is resolved since no new information was provided. 
With no further help, I allowed XXXX more opportunity for a resolution and contacted the official support account on the XXXX social media platform the same afternoon. Similar to the chat support, every attempt of sending a link to a document with screenshot proof of the promotion and my transactions meeting the promotion requirements resulted in the account ( XXXX  ) stating they can not access it ( even though I tested the link multiple times to ensure it was accessible to the public ). Unfortunately, even after being asked to provide the date and amount of the XXXX transactions through XXXX XXXX, their final message was that I still cant receive the incentive due to the likely reason of being XXXX minute apart at the same location, but also saying they are not able to see the exact reasoning. 

This is unacceptable from CashApp : they listed the expected terms and conditions on every email sent related to the promotion, which I have stated above. Never once did they include a direct mention to requiring the XXXX XXXX transactions be required to be made between certain intervals, to be made at different physical locations or to be made at specific companies. By the attached screenshots below showing the email sent to me regarding the promotion, my transactions that meet the requirements for the incentive and the conversations via chat and XXXX support, my case displays an example of misinformation, misadvertising and a violation of the promotion terms that CashApp advertised would be followed.

Company response to consumer: Closed with explanation