Consumer complaint received 2026-04-24 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: NC

Complaint narrative:
[ Background ] In XXXX, I created two CashApp accounts : for myself and for my XXXX old son. I deposited {$250.00} on my account and transferred the {$250.00} full amount to my sons account on XX/XX/year>. My son is studying at a boarding school XXXX hours away from home and needed this money to order meals. [ Issue ] In XXXX and XXXX, following the confirmation of the transfer, my son attempted to withdraw the money and attempted to use the balance via XXXX XXXX to order meals, but his transactions had been declined and his CashApp account had been put on hold by CashApp for investigation. He called CashApp and had been advised that due to him being a minor, his parent sponsor ( myself ) would need to call to resolve the hold on the account. [ XXXX ] I initially reached out to CashApp on XX/XX/year> with the following request : 1/provide reasons as to why my sons account had been put on hold for he did not have a single purchase or withdrawal transaction approved or processed and its unclear what was being investigated, 2/remove the block on my sons account to enable him to order meals as planned, and 3/if the removal of the account hold is not feasible due to technical reasons close his account and return the money back to my account. The response received from CashApp was that a dispute case was created to resolve the issue and I would get an email with next steps with XXXX weeks. However, no emails had been sent to me and I called CashApp customer support team on XX/XX/year>. The Customer support rep ( named XXXX XXXX confirmed that the case had been created, but was still being investigated. They provided the case # and assured that I would get an email within XXXX days. However, no emails had been received and I called the CashApp Customer Service again on XX/XX/year>. The Customer Support Rep again provided assurances that the email would be sent shortly, shared the new case id, and provided that the CashApp manager looking at this was XXXX XXXX. On XX/XX/XXXX, after the call, I received the following email : Cash App Support XXXX Thu, XX/XX/XXXX, XXXX to me Hi xxx, This is XXXX XXXX I am a XXXX here at Cash App Support. I understand this situation may be really hard, let me assure you, I will do my best to help you to resolve this. Thanks for getting in touch. We've escalated your cXXXX XXXX, and our team is actively reviewing it and working hard to resolve your issue. I'm personally getting in contact with the right department to expedite the process Well send you an email as soon as theres an update. In the meantime, please dont reply directly to this email, as it wont reach the team working on your case. If you have a new question, feel free to start a new chat or check out our FAQs at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Thanks for your patience. We want to make sure we take care of all of your concerns. Please reach back out if there's anything else we can help with. Kind Regards, XXXX Cash App XXXX XXXX. Review our FAQs at https : //cash.app/help My sons account remained frozen and is still frozen as of today ( XX/XX/year> ) with no clear response on the reasons for it to be frozen, resolution next steps, resolution timeline, etc. Ive called CashApp customer support once again on XX/XX/year> and no new information was provided to me exact same message to be patient, that the case is under investigation, and no resolution timeline can be provided. [ Ask ] Please help complete the investigation and remove the block on my sons account to enable him to order meals as planned. If the removal of the account hold is not feasible, close my sons account and return the money back to my account.

Company response to consumer: Closed with explanation