Consumer complaint received 2025-06-11 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: CT

Complaint narrative:
Inactive modal US Flag An official website of the United States Government Logged in as XXXX XXXX Consumer Financial Protection Bureau Inactive modal Submit a complaintStep 3 of 5 What happened?

Describe what happened, and well send your comments to the companies involved. 
Include dates, amounts, and actions that were taken by you or the company. 
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in the early morning of XX/XX/XXXX, around XX/XX/XXXX, I transferred {$18.00} from one of my accounts to cashapp ( CA ) to take an XXXX, XXXX had what I thought was 20 % off of XXXX but it turns out I was incorrect and it turned out only being 5 % so I transferred it out to my XXXX XXXX Card because the discount was better. Well once I transferred the funds, I went to go book the XXXX and the card was declined and I was baffled like how? I just transferred {$18.00} into it. I waited a little bit and then tried again and was still declined so I went into both accounts to see if the money had possibly not been sent on my end by not hitting the button to confirm at the end but it showed that it had infact went through, I reached out toXX/XX/XXXX to see if they could confirm the amount was pending, but I could clearly see the account wasn't reflecting the {$18.00} so I reached out to CA to see what was going on. When I got to the page, it had the XXXX with a cross through it and said it was rejected, so I chatted in to see why the funds weren't back in my account if it had been rejected. The agent that I chatted with couldn't had cared less, she didn't tell me anything aside from that she didn't know where the funds could have went and suggested to me that the funds possibly bounced back and went to another one of my accounts, which would be next to impossible as you can only keep one account at a time on CA, so that's just plain ridiculous and not only that but if I send funds from my account, point A and theyre supposed to go to Point B, the my funds should be in one or the other, but at no time if A-B isn't a possibility, did I give them permission to move my funds anywhere but to Evolve. At that point I was frustrated and demanded a supervisor, which I was denied of course. She was then advised that I would be filing a complaint with CFPB as well as CT Consumer Banking agency and that I wanted to hear from a supervisor that day. I was told that the funds were rejected and that may be I was overdrafted in the said account, and which I'm not and suggested they may have seized the funds. She was advised that that account was not overdrafted and that if the funds were rejected then they should have been returned to my account.I was told time after time that I would hear from someone and its been a week tomorrow with no response as if the problem is mine and not theirs. They are responsible, they accepted the responsibility as well as the assumption that they would carefully and respectfully handle my funds when they accepted them and now they need to act it. Because they are and if they are not capable of handling these tasks they should not be allowed to. If they are going to be reckless and irresponsible then they should be held accountable as well.

Company response to consumer: Closed with explanation