Consumer complaint received 2025-08-20 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: Block, Inc.
State: OR

Complaint narrative:
First, swiped card twice @ gas station, receiving error transaction declined on machine, employee mentioned chip reader wasnt working. Tried another pump, successful for {$20.00} fuel purchase. Issue is XXXX holds for {$150.00} each were issued for previous XXXX swipe attempts? Spoke with employee about hold amounts, he confirmed it wasnt them as chip reader wasnt working, meaning entire transaction would be cancelled/done with immediately. 
Called cash app XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX also communicated through customer support via chat excessively, same days through majority of time in the day. Realized that cash app falsely advertised customers have ability to chat with humans?? They dont have a clue how obvious this was, numerous times Id get told through chat, you are speaking to a human, how can I help? That responded I Filed your concern as a complaint thank you for reaching out, I addressed the best possible outcome to your issue. If theres anything else needed for me, please feel free to let me know? When I didnt ask or mention anything to begin with? More similar pre-automated responses when asking about balance, making it obvious it wasnt a human rather XXXX. Finally XX/XX/XXXX mentioned via chat to cash app, i confirmed gas station didnt hold funds & needed explanation to why they didnt have a response to my question about balance? Coincidentally, a response sounding more human like was received stating, your funds will be available tomorrow I told them I needed my money asap for emergency purposes, if funds would be available after midnight?. Cash app responded no, money should be available later in the day. I suggest checking balance around noon/ evening if still not showing up let us know. Again, asked why they held {$300.00} over week? I was ignored afterwards again. Checked balance around XXXXXXXX XXXX next day, shockingly funds were back coincidentally same time response suggested? Additionally, calculated my transactions & cash deposits/ payments received starting XXXX & still {$170.00} MISSING. Ultimately, cash app took easily over {$500.00} for their own reasons, & wait until customers notice & contact them to start return! As they obviously did, in my case in XX/XX/XXXX, they knew exact amount & time it would be returned & 100 % ignored part where I confirmed gas station didnt hold funds, how could they? If card reader wasnt working AT ALL?? 
Finally, promised a manager would reach out via email within XXXX hrs. About 6 times. Only received response generated from AI, pretending to be human twice. Both times exactly same wording as the other and no answer, instead an automated response irrelevant to my question? Reached out AGAIN via chat XX/XX/XXXX, XXXX receiving late responses, & repetitive identical generated responses, claiming to be human? Finally XX/XX/XXXX they denied me access to use chat/customer support, system is telling me now sorry network is not available right now since I did confront them of missing amount. Tried calling, from XXXX inquiring about my money. One rep was not answering my questions rather being a XXXX  XXXX entire time saying ohh youre mad because now you have no money ooooohhhh i mentioned to him I was going to loose my patience and simply take this to court he responded oooh your getting a lawyer? Ooh my sounds expensive, is that why were needing the money for today? & oooh youre going to hold me responsible for my actions? Ooohh no. Im sorry you feel that way .. so how can I help? They literally played with my concerns. XXXX  other reps, XXXX  women, & a male rep hung up on me when mentioning missing money, clearly proving that They are well aware of these illegal business practices, their management is also involved, reason why they dont want to talk with customers, instead offer a bogus email from them. Additionally, theirs a major group individuals experiencing same mistreatment nationwide going public about these foul moves by cashapp. Ill finalize this with last bit evidence. When first confronted about money missing XXXX XXXX, i clearly caught cash app modifying my transactions history. I previously wrote down amounts /dates for my records. When money missing was mentioned, scrolled through history/transaction list, unbelievably they removed cash deposits from XX/XX/XXXX {$140.00} & {$490.00}! Confronted cashapp over the phone, immediately, rep hung up. Checked minutes later, & once again they were added & displayed normally. What cash app attempted to do is remove those deposits and convince me that NO, my balance was right which is why them attempted desperately to go over transactions, only i caught them modifying. Afterwards, no surprise they didnt offer to modify anything. Cash app needs to face the consequences!

Company response to consumer: Closed with explanation