Consumer complaint received 2024-04-16 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc.
State: TX

Complaint narrative:
On XX/XX/XXXX, I sent XXXX XXXX {$450.00} to pay for for my portion of the cost of accommodations for our upcoming trip to XXXX. On XX/XX/XXXX, I sent her the remaining {$200.00}. for a total of {$650.00}. Both transactions were through Cash App. On XX/XX/XXXX, XXXX informed me that her Cash App account was frozen and asked it mine was. At the time I had no money in Cash App so I told her that it seemed okay. On XX/XX/XXXX, a co-worker reimbursed me {$20.00} through Cash App. When I attempted to retrieve my funds, I received a notification from Cash App stating that We noticed suspicious activity and have suspended your account as a precaution. Please contact support to access your account. On XX/XX/XXXX, I responded to Cash App Supports email, requesting information related to the transaction. I told them that I was going to XXXX to participate in a XXXX and the {$650.00} was for my portion of the accommodations/lodging while there. 
On XX/XX/XXXX, I contacted Cash App to get an update on the investigation. I did not receive a response until XX/XX/XXXX. In their email to me, they asked XXXX additional questions. 

Cash App allowed me to send the {$20.00} in my Cash App account to my bank on XX/XX/XXXX. 

First, please confirm which authorized category of travel you are relying on. Please cite the regulation. 

Second. please confirm how you are complying with the requirements of that authorization. 

On XX/XX/XXXX, I responded to Cash Apps questions with the following statements : Once again, per my previous email, I traveled to XXXX, XXXX to run in the XXXX XXXX XXXX held in XXXX, XXXX on XX/XX/XXXX. This falls under athletic and other competitions. 

and XXXX can be found here : XXXX XXXX XXXX  The XXXX categories of authorized travel to XXXX are : family visits; official business of the U.S. government, foreign governments, and certain intergovernmental organizations ; journalistic activity XXXX professional research and professional meetings ; educational activities ; religious activities ; public performances, clinics, workshops, athletic and other competitions, and exhibitions ; support for the XXXX  people ; humanitarian projects ; activities of private foundations or research or educational institutes ; exportation, importation, or transmission of information or informational materials ; and certain authorized export transactions. 

Please see the attached picture of XXXX XXXX and I, XXXX XXXX, from the race. 

On XX/XX/XXXX, Cash App sent me another email, stating they needed me to confirm if the following requirements are met with your travel to XXXX : The athletic competition in XXXX is held under the auspices of the XXXX XXXX XXXX for the relevant sport ; The U.S. participants in the athletic competition are selected by the U.S. federation for the relevant sport ; and ( please provide proof of selection ) The competition is open for attendance, and in relevant situations, participation, by the XXXX public. 

I responded to Cash App with the following, just this morning, XX/XX/XXXX. 

Good Morning Cash Support\ XXXX The race is certified by the XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX. I ran the race on on XX/XX/XXXX along with XXXX XXXX, as evidenced by the photo I sent. 

It is also legally permitted to travel to XXXX in support of the Cuban people. I stayed in a XXXX XXXX and rode in a classic car which meets the qualification of supporting a small business. 

I traveled to XXXX and back with no issues with XXXX XXXX. My money and XXXX has been locked in CashApp since XXXX so no money exchanged via your app was used in XXXX. Please share what legal authority do you have to continue to withhold our funds? 

Thank you, XXXX XXXX CFPB, It is now XX/XX/XXXX and Cash App continues to cause substantial anguish and hardship by not releasing mine and XXXX XXXX funds. Please resolve this matter by helping requiring Cash App to refund to my banking institution the total of {$650.00}. When I contacted Cash App again in XX/XX/XXXX they, required me to file another complaint despite seeing the letter from the U.S. Treasury authorizing they return at least {$450.00} As noted to Cash App, we are back in the United States and the funds, locked in Cash App, were not used for our trip at all. 

Thank you.

Company response to consumer: Closed with explanation