Consumer complaint received 2024-06-26 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: WV

Complaint narrative:
On XXXX XXXX, 2024, I checked into the XXXX XXXX in XXXX, XXXX. The hotel held {$520.00} for the XXXX was far over the amount needed to hold a {$240.00} stay, but the desk clerk made an error and that amount was held. I had the amount in my CashApp account, so it wasnt an issue. 

Thereafter, on XX/XX/year>2024 I checked into XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , XXXX My stay was originally for one night, of which {$180.00} was held for a {$150.00} bill, but a second night was required because I was injured while there, so a second {$180.00} was held, and again, the bill was less than the amount held.

So, Cash App held {$520.00} for one stay in XXXX, and {$360.00} for the two-day stay in XXXX. 

For some reason, one of the XXXX stays resolved within a week of my return, and that hold dropped off. However, the two other holds, one for {$520.00} ( for a resolved bill that totaled {$240.00} ) and another one for {$180.00} ( for a resolved bill of XXXX ) are STILL being held nearly a month later. 

I have sent Cash App Support numerous emails about this, providing them the bills with the final totals, and I have confirmed with each hotel that the holds that they put on the money have indeed dropped off weeks ago, so there is no hotel-originated hold on the funds. Cash App still will not release the funds. They have told me verbally that as of XX/XX/year>2024 they updated their XXXX  to indicate that they are arbitrarily able to hold any funds for up to 31 days at will. I do not remember signing any agreement to that, and such an agreement is really an indication of bad faith on the part of Cash App. Why has every restaurant, gas station, etc. that I used on that trip ( all of whom placed temporary holds on the money ) not had their holds held by Cash App? Why is it only my transactions with XXXX XXXX that has been subject to having money held? Why is it that when the corporations provide evidence that the bills have been resolved and that there is no more hold, that Cash App is still holding the money?

I am angry that any financial organization that tries to surreptitiously make interest on my money by arbitrarily holding it without cause for up to a month after the transaction. This is not a transaction in good faith on the part of Cash App. They know that these voluminous Terms of Service are difficult to read and understand,
and that most people will not get that they have agreed to have their money withheld from them for no reason, arbitrarily. 

I need your assistance in making sure that I get my money back, and that no one has to go through this again. Cash App should specifically advise each of their consumers a specific disclaimer that this is their new policy, and what they will do with hotel bills. Had I known that this would be the issue, I would never have used this card for my travel. I only used it because I had experienced trouble with my bank account several times with travel, and I wanted to protect my bank accounts yet still use cash when I traveled.

Thank you, in advance, for looking into this and hopefully resolving it.

Company response to consumer: Closed with explanation