Consumer complaint received 2026-05-17 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: SC

Complaint narrative:
I have the entire email with replies I'll paste at the end of this. On XX/XX/year> I sent a domestic payment to my friend for {$80.00}. ( I've done this both before and since with no issues ). The transaction was put on pending so I contacted the chat bot. After going through the bot it said in XXXX days the money would cancel and return to my account as that is the absolute way cash app handles this. So I waited the XXXX days actually more and then it still showed pending. I contacted support over this and it was a disaster they asked me to answer a list of info which I gave but it was for a unauthorized transaction which it was not even that. Later another person asked for the same info. Mind you after each talk with support I was instructed to wait XXXX days for someone to contact to ask further questions but that never happened they just asked for the info again. That ticket actually got closed as resolved somehow when it wasn't so I had to open another one. This goes on and on. And they don't ever tell me why my money is held, they just pop a macro in that states that block/cash app has the policy to comply with sanction laws of the XXXX. They didn't even say that my transaction was a violation which it isn't, it's local in XXXX XXXX I'm so sick of the ignorance of the support team it's like they're on life support cause they didn't give any useful info much less help me. They essentially have stolen my money. They are keeping my {$80.00} illegally. Here is the whole email of the XXXX help ticket I got. My last email goes a little off the rails but I'm losing my mind over this companies practices. They are using XXXX sanction law to illegally keep my money. The email is below XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, This is XXXX from the Cash App support team! Thanks for your patience during our delay in getting back to you, I hope you are doing well at this moment, I was able to read that you have issues with a payment. It will be a pleasure for me to help you with this. Thanks for reaching out to Cash App. To begin our investigation, please provide complete answers to questions XXXX XXXX XXXX XXXX below. We can not begin an investigation without this information. Questions XXXX are optional but could further assist us in our investigation. If you dont respond to questions XXXX, it will not prevent us from investigating your claim. Required Questions : XXXX. What is your legal name, XXXX XXXX email address, and/or phone number linked to your account? XXXX. What is the date and amount of each transaction related to the issue? XXXX. How would you describe what happened? Optional Questions : XXXX. What is the make and model of each device you were logged into when the unauthorized activity occurred XXXX. Were these devices in your possession when the unauthorized activity occurred? XXXX. If yes, which device ( XXXX )? XXXX. Did you authorize any part of this transaction? XXXX. If the impacted account has been closed and the claim is decided in your favor, do you wish to open a new account or receive a check reimbursement? XXXX. Which city & state were you located in when the unauthorized activity occurred? XXXX. Were you instructed to download any apps other than Cash App before the unauthorized activity occurred? XXXX. If yes, what app? XXXX. Did you forward or provide any account access information to a third party before the unauthorized activity occurred? XXXX. If yes, was the party you provided account access to added to your contacts? XXXX. If yes, when was the contact added? We will begin our investigation as soon as we receive the answers to the required questions ( XXXX ). We will never ask you to provide your PIN, send a payment, add money to your balance, make a purchase, or complete a " test '' transaction of any kind. The best way to contact Cash App Support is through your app. For more ways to contact Cash App Support, check out https : XXXX Please don't hesitate to reach back out if you have any other doubts or questions. It'll be a pleasure to assist you. We're only an email away. I hope you have a stunning day! Stay Safe XXXX XXXX. Cash App XXXX. thread XXXX XXXX XXXX XXXX My legal name is. My email is l and my phone is The transaction was on XX/XX/year>. I was sending another Cashapp user {$80.00} I was sending my friend {$80.00} to payback him for covering my bill while we were shopping. When I sent the {$80.00} where Cashapp asks for a reason for the transaction I jokingly put XXXX, cause the war and all. I didn't realize I need to be serious with the reason for that I apologize. That's what this whole mess is over. There were no unauthorized transactions and my device is a XXXX XXXX XXXX So in short I put XXXX as a reason for the payment and it got flagged and your team needed me to explain who I sent the money to and why it was sent before the money would be released. I overlooked your emails to me for XXXX weeks thinking I was waiting on you guys then I finally saw the email from cash app. It gave me 3 days to reply which I didn't so my case was cancelled and my money stayed in purgatory. I'm trying to get this resolved cause I need that {$80.00} back. I already paid the guy with my XXXX XXXX so it doesn't need to be sent to him. Hide quoted text XXXX XXXX XXXX XXXX XXXX XXXX Cash App Support XXXX wrote : Hello XXXX XXXX This is XXXX XXXX the Cash App support team! Thanks for your patience during our delay in getting back to you, I hope you are doing well at this moment, I was able to read that you have issues with a payment. It will be a pleasure for me to help you with this. Thanks for reaching out to Cash App. To begin our investigation, please provide complete answers to questions XXXX, XXXX, and XXXX below. We can not begin an investigation without this information. Questions XXXX are optional but could further assist us in our investigation. If you dont respond to questions XXXX, it will not prevent us from investigating your claim. Required Questions : XXXX. What is your legal name, $ cashtag, email address, and/or phone number linked to your account? XXXX. What is the date and amount of each transaction related to the issue? XXXX. How would you describe what happened? Optional Questions : XXXX. What is the make and model of each device you were logged into when the unauthorized activity occurred XXXX. Were these devices in your possession when the unauthorized activity occurred? XXXX. If yes, which device ( XXXX )? XXXX. Did you authorize any part of this transaction? XXXX. If the impacted account has been closed and the claim is decided in your favor, do you wish to open a new account or receive a check reimbursement? XXXX. Which city & state were you located in when the unauthorized activity occurred? XXXX. Were you instructed to download any apps other than Cash App before the unauthorized activity occurred? XXXX. If yes, what app? XXXX. Did you forward or provide any account access information to a third party before the unauthorized activity occurred? XXXX. If yes, was the party you provided account access to added to your contacts? XXXX. If yes, when was the contact added? We will begin our investigation as soon as we receive the answers to the required questions ( XXXX ). We will never ask you to provide your PIN, send a payment, add money to your balance, make a purchase, or complete a " test '' transaction of any kind. The best way to contact Cash App Support is through your app. For more ways to contact Cash App Support, check out https XXXX XXXX Please don't hesitate to reach back out if you have any other doubts or questions. It'll be a pleasure to assist you. We're only an email away. I hope you have a stunning day! XXXX XXXX XXXX XXXX. Cash App Support. thread XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX from Cash App Support here! Thank you for taking the time to reach out to us. I appreciate your patience for our delay! I see youre having an issue with {$80.00} transaction. I understand how important this is for you to solve it. I would like to inform you that your payment is under review to check that it meets our Terms of Service. You can track the status of this payment in Activity. You will receive a response within XXXX business days requesting more information about this payment. For any more questions, don't forget we are just an email away from you if you need us. We are always happy to assist! Kind Regards, XXXX Cash App Support thread XXXX XXXX XXXX XXXX Thank you XXXX XXXX I can give any information you may need. Hide quoted text On XXXX XXXX XXXX XXXX XXXX Cash App Support XXXX wrote : Hi XXXX XXXX XXXX from Cash App Support here! Thank you for taking the time to reach out to us. I appreciate your patience for our delay! I see youre having an issue with {$80.00} transaction. I understand how important this is for you to solve it. I would like to inform you that your payment is under review to check that it meets our Terms of Service. You can track the status of this payment in XXXX. You will receive a response within XXXX business days requesting more information about this payment. For any more questions, don't forget we are just an email away from you if you need us. We are always happy to assist! Kind Regards, XXXX Cash App Support thread : XXXX : : Hi XXXX XXXX XXXX XXXX Cash App Support here! Thank you for taking the time to reply back. Anytime! It was a pleasure to help you to check your {$80.00} payment. I am always happy to help kind and nice people like you! Feel free to request support through the app anytime. Were here to assist you. I wish you a nice rest of your day! Hide quoted text Kind Regards, XXXX Cash App Support thread : XXXX : : I'm confused, the issue hasn't been resolved with the {$80.00} transaction it's still pending with no way to cancel it. I got an email survey asking feedback on how my issue got resolved, but it's not resolved. Did this incident get closed again? Sorry to bug you but I just want to make sure this is still getting taken care of. Thank you. -lance Hide quoted text On XXXX XXXX XXXX XXXX XXXX Cash App Support XXXX wrote : Hi XXXX, XXXX from Cash App Support here! Thank you for taking the time to reply back. Anytime! It was a pleasure to help you to check your {$80.00} payment. I am always happy to help kind and nice people like you! Feel free to request support through the app anytime. Were here to assist you. I wish you a nice rest of your day! Kind Regards, XXXX Cash App Support thread XXXX XXXX XXXX XXXX Hi XXXX XXXX This is XXXX XXXX Cash App. I hope you're having a great day I'll be taking care of your case. Your payment is under review to check that it meets our Terms of Service. You can track the status of this payment in Activity. You will receive a response within XXXX business days requesting more information about this payment. I'll be awaiting it and I will keep an eye on your next email. Warmest Regards, XXXX XXXX XXXX thread XXXX XXXX XXXX XXXX XXXX XXXX I've not received any request for more information since we last communicated. Just letting you know, I don't want the ticket to close and have to start this process again. Best regards, XXXX XXXX quoted text On XXXX XXXX XXXX XXXX XXXX Cash App Support XXXX wrote : Hi XXXX XXXX This is XXXX XXXX Cash App. I hope you're having a great day I'll be taking care of your case. Your payment is under review to check that it meets our Terms of Service. You can track the status of this payment in Activity. You will receive a response within XXXX business days requesting more information about this payment. I'll be awaiting it and I will keep an eye on your next email. Warmest Regards, XXXX XXXX Support thread XXXX XXXX XXXX XXXX XXXX XXXX , This is XXXX with Cash App Support. Thanks for reaching out to Cash App. I understand having issues completing this payment can be a concerning situation and how important it is for you to get a response, I'll provide you clarity about what's going on. Cash App has a policy to comply with XXXX laws regarding economic sanctions. Engaging in transactions that involve jurisdictions or groups sanctioned by the United States, or engaging in any other activity that violates XXXX sanctions is prohibited under Cash App 's General Terms of Service. Any decisions made regarding payments are final. For more information, reply directly to the message you received requesting more information, or informing you of the decision. XXXX, please don't hesitate to reach us at any time if you have more questions. I hope you and your loved ones are safe and healthy. Kindest Regards, XXXX XXXX. Hide quoted text Cash App Support thread XXXX XXXX XXXX XXXX XXXX. What is your legal name, XXXX XXXX email address, and/or phone number linked to your account? XXXX. What is the date and amount of each transaction related to the issue? XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX How would you describe what happened? I sent a friend {$80.00} I owed him but it's been pending ever since. I jokingly put XXXX in the description but I'm not sending to XXXX it was just a joke to give my friend I sent it to a laugh. But it's been over a month and I need my money back, I'm struggling right now. This is just strange. So please just return my {$80.00} to me. Hide quoted text On XXXX XXXX XXXX XXXX XXXX Cash App Support XXXX wrote : Hi XXXX XXXX This is XXXX XXXX Cash App Support. Thanks for reaching out to Cash App. I understand having issues completing this payment can be a concerning situation and how important it is for you to get a response, I'll provide you clarity about what's going on. Cash App has a policy to comply with XXXX laws regarding economic sanctions. Engaging in transactions that involve jurisdictions or groups sanctioned by the United States, or engaging in any other activity that violates XXXX sanctions is prohibited under Cash App 's General Terms of Service. Any decisions made regarding payments are final. For more information, reply directly to the message you received requesting more information, or informing you of the decision. XXXX, please don't hesitate to reach us at any time if you have more questions. I hope you and your loved ones are safe and healthy. Kindest Regards, XXXX XXXX. Cash App Support thread XXXX XXXX XXXX XXXX Hi XXXX XXXX This is XXXX XXXX Cash App Support. I completely understand where you're coming from, and I get how this isnt your desired outcome. Thanks for your cooperation as we sort this out together. If you have any more details or questions, just let me know, and I'll do my best to help. Your satisfaction is our priority, and I'm dedicated to assisting you in the most effective way I can. Hide quoted text Kindest Regards, XXXX XXXX. Cash App Support thread XXXX XXXX XXXX XXXX I still have not heard back from anyone since our last communication XXXX days ago. I need to get a real answer with an actual update. All I'm hearing is you'll be contacted in XXXX days over and over and over again yet it hasn't happened. Hide quoted text On XXXX XXXX XXXX XXXX XXXX Cash App Support XXXX wrote : Hi XXXX XXXX This is XXXX XXXX Cash App Support. I completely understand where you're coming from, and I get how this isnt your desired outcome. Thanks for your cooperation as we sort this out together. If you have any more details or questions, just let me know, and I'll do my best to help. Your satisfaction is our priority, and I'm dedicated to assisting you in the most effective way I can. Kindest Regards, XXXX XXXX. Cash App Support thread XXXX XXXX XXXX XXXX XXXX XXXX, XXXX here! Thank you for reaching out. I'd be glad to help you with this concern, I know how important this is for you. I know how important this is for you, related to your fund of your investigation and I can definitely give you a hand with it. There is some missing information. We did not receive all of the information necessary to proceed with your claim. To begin our investigation, youll need to provide a complete answer to the following questions : Required Questions : XXXX. What is your legal name, XXXX XXXX, email address, and/or phone number linked to your account? XXXX. What is the date and amount of each transaction related to the issue? XXXX. How would you describe what happened? We will begin our investigation as soon as we receive the answers to the required questions. Please let us know if there's anything else we can help you with. We're only an email away. Best regards, XXXX XXXX. Cash App Support XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Original Message XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX From : XXXX XXXX XXXX Sent XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : Re : Support for payment XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I still have not heard back from anyone since our last communication XXXX days ago. I need to get a real answer with an actual update. All I'm hearing is you'll be contacted in XXXX days over and over and over again yet it hasn't happened. Hide quoted text On XXXX XXXX XXXX XXXX XXXX XXXX Cash App Support XXXX wrote : XXXX XXXX XXXX, XXXX XXXX This is XXXX with Cash App Support. XXXX XXXX I completely understand where you're coming from, and I get how this isnt XXXX your desired outcome. Thanks for your cooperation as we sort this out XXXX together. XXXX XXXX If you have any more details or questions, just let me know, and I'll do XXXX my best to help. Your satisfaction is our priority, and I'm dedicated to XXXX assisting you in the most effective way I can. XXXX XXXX Kindest Regards, XXXX XXXX XXXX XXXX Cash App Support XXXX XXXX XXXX XXXX thread XXXX XXXX XXXX XXXX XXXX XXXX. What is your legal name, XXXX XXXX, email address, and/or phone number linked to your account? is my name. is my cash tag is my email is my phone XXXX. What is the date and amount of each transaction related to the issue? XX/XX/year> {$80.00} XXXX. How would you describe what happened? I tried to send money to my friend that I owed {$80.00} to but when I did it did not send instead it says pending in the status and has stayed that way ever since. Can you please cancel and give my money back to my account? This is the same information I've given XXXX XXXX XXXX times now so if anything is missing I don't know what that would be. Hide quoted text On XXXX XXXX XXXX XXXX XXXX Cash App Support XXXX wrote : Hello XXXX, XXXX XXXX! Thank you for reaching out. I'd be glad to help you with this concern, I know how important this is for you. I know how important this is for you, related to your fund of your investigation and I can definitely give you a hand with it. There is some missing information. We did not receive all of the information necessary to proceed with your claim. To begin our investigation, youll need to provide a complete answer to the following questions : Required Questions : XXXX. What is your legal name, XXXX XXXX, email address, and/or phone number linked to your account? XXXX. What is the date and amount of each transaction related to the issue? XXXX. How would you describe what happened? We will begin our investigation as soon as we receive the answers to the required questions. Please let us know if there's anything else we can help you with. We're only an email away. Best regards, XXXX XXXX. Cash App Support XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Original Message XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I still have not heard back from anyone since our last communication XXXX days ago. I need to get a real answer with an actual update. All I'm hearing is you'll be contacted in XXXX days over and over and over again yet it hasn't happened. On XXXX XXXX XXXX XXXX XXXX XXXX Cash App Support XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX This is XXXX with Cash App Support. XXXX XXXX I completely understand where you're coming from, and I get how this isnt > your desired outcome. Thanks for your cooperation as we sort this out XXXX together. XXXX XXXX If you have any more details or questions, just let me know, and I'll do > my best to help. Your satisfaction is our priority, and I'm dedicated to XXXX assisting you in the most effective way I can. XXXX XXXX XXXX Regards, XXXX XXXX XXXX. XXXX Cash App Support XXXX XXXX XXXX XXXX thread : XXXX : : XXXX XXXX XXXX XXXX XXXX XXXX Cash App Support here! Thank you for taking the time to reach out to us. I appreciate your patience for our delay! I understand how important this is for you to get the {$80.00} funds back. I would like to inform you that Cash App has a policy to comply with XXXX laws regarding economic sanctions. Engaging in transactions that involve jurisdictions or groups sanctioned by the United States, or engaging in any other activity that violates XXXX sanctions is prohibited under Cash App 's XXXX XXXX XXXX XXXX. Any decisions made regarding payments are final. For more information, reply directly to the message you received requesting more information, or informing you of the decision. For any more questions, don't forget we are just an email away from you if you need us. We are always happy to assist! Kind Regards, XXXX Cash App Support thread : XXXX : : In regards to transaction # XXXX I have spent almost XXXX

Company response to consumer: Closed with explanation