Consumer complaint received 2025-03-18 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: PA

Complaint narrative:
On XX/XX/XXXX, I ( cashapp moniker $ XXXX ) attempted to send a payment in the amount of {$220.00} via Cashapp to my travel companion, XXXX XXXX ( cashapp mohniker $ XXXX ) to reimburse him for airfare he purchased on my behalf. In the note section of the payment, I noted airfare to XXXX. 

Cashapp immediately flagged the transaction as suspicious activity. After flagging the transaction, CashApp sent a serious of emails to XXXX XXXX asking him to explain our relationship, the purpose of our travel and our itinerary. During XXXX XXXX correspondence with CashApp, he began to copy me on all emails as this directly affected me as well. XXXX XXXX provided answers to all of the questions asked of him. During this time, both of our Cashapp accounts were suspended and we could not conduct any transactions. 

Ultimately, Cashapp deemed the transaction a violation of US Sanctions, all the while travel was legal to XXXX for United States residents under certain conditions, and they returned the payment of {$220.00} to my bank account. They then lifted the suspension from XXXX XXXX account and he was able to transfer the balance he had in his account ( prior to our transaction ) from CashApp. However, my account has yet to be unfrozen and I have a remaining balance in my account. Per Cashapps terms & agreement, I must withdrawal all of my funds in order to close my account. I would like nothing more than to do that, however, because my account is suspended I can not withdrawal my funds. 

I have been attempting to contact Cashapp via their chat support option in the app since they made their decision to return the funds, however, I still found my account suspended. My requests to solve this matter have been to no avail. I have been given case reference number after number ( case reference # XXXX XXXX, XXXX, XXXX, & XXXX ) while being told my request had to be addressed by their specialty team. To date, I have not had any communications from the specialty team. Each new support chat representative via the app has implied that the cases are now closed and if I dont like the outcome, I can start a new support request. All that has done is to lead me down a rabbit hole. I have attempted to respond to the original emails from CashApp from XXXX and XXXX and they go unanswered. 

I still have a balance with Cashapp. I would like nothing more than to have the suspension removed from my account so that I can transfer my funds and close my Cashapp account permanently. 

My travel to XXXX was completely legal. Airfare was purchased through a major US airline ; I followed all protocols in support of the XXXX  people during my stay and I returned to the US, entering through US Customs & Immigration, without any issue. 

I committed no crime and did not violate any US law with and during my travel to XXXX. The suspension that Cashapp has placed on my account is unjust. At this point, they are stealing my funds by denying me the ability to transfer such funds back to my bank account. 

I am writing to you to see if I can get some assistance to end this nightmare.

Company response to consumer: Closed with explanation