Consumer complaint received 2024-12-15 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: TX

Complaint narrative:
**What Happened : ** On XXXXXXXX XXXX XXXX, at XXXXXXXX XXXX XXXX**, a {$2.00} payment was sent to me through Cash App. The payment failed, and I contacted Cash App Support for an explanation.

Initially, I was told the payment could not be completed because I had **exceeded the number of transactions permitted on my account**. I requested the following information multiple times : 1. **What are the specific transaction limits? ** 2. **When do these limits reset? ** 3. **How are these limits determined ( number of transactions or monetary amounts )? ** Despite my repeated efforts, Cash App Support refused to provide answers. They stated that they do not have access to this information and could not give me a **timeline** for when I would be able to receive payments again.

Adding to the confusion, I used Cash App **for the same event last year** with far more transactions and experienced **no issues** at that time. This raises questions about why limits are now being applied to my account without explanation.

The companys responses have been inconsistent. At one point, they suggested the issue might be with the **senders account**, despite earlier blaming my accounts limits. When I asked for clarification, I was told **no further details could be provided** and **no further action would be taken**.

-- - **Why This Is a Larger Issue : ** This is not just about the ** {$2.00} payment** ; its about our ability to continue using **Cash App as a trusted platform** to accept payments. If Cash App can withhold funds indefinitely without clear rules, limits, or timelines, it prevents us from using the service effectively for future transactions.

As a business, we rely on Cash App to process payments seamlessly for our customers. If this continues, we will be forced to stop using the platform and inform our customers that Cash App is unreliable for handling payments. 

-- - **Dates and Actions Taken : ** - XXXXXXXX XXXX XXXX : ** {$2.00} payment failed. I contacted Cash App Support.

- Support stated the failure was due to transaction limits but refused to clarify what those limits are or when they reset.

- I repeatedly asked for transparency, resolution, or escalation to someone who could provide answers.

- Support gave conflicting information, suggesting the issue might be with the sender, without providing proof or guidance. 

**Amount Involved : ** {$2.00}. 

-- - **Actions Taken by Me : ** - Contacted Cash App Support through their in-app chat multiple times.

- Asked for clear details about the transaction limits and how they apply.

- Requested escalation to a manager, which led to no actionable resolution. 

-- - **Actions Taken by the Company : ** - Failed to provide transparency regarding limits on my account. 
- Gave inconsistent responses, initially blaming my account and later suggesting the sender was the issue. 
- Refused to provide a timeline for resolution or steps to avoid this issue in the future. 

This lack of transparency has made it impossible to rely on Cash App for payments. As a widely used platform, Cash App must provide clear and consistent rules so businesses and individuals can trust their service. Without this, we can not confidently use or recommend Cash App to our customers.

Company response to consumer: Closed with explanation