Consumer complaint received 2026-04-10 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Money was not available when promised — 
Company: Block, Inc.
State: AZ

Complaint narrative:
I am filing a complaint regarding a pending authorization hold on my Cash App account that is being improperly maintained. I contacted the merchant, XXXX XXXX, and received written confirmation that : The final charge has been fully processed and settled Only one charge was posted All additional amounts are pre-authorization holds and not actual charges The merchant does not control or release authorization holds Once the transaction settled, the bank should have released the holds Despite providing this documentation to Cash App, I continue to receive responses stating that only the merchant can release the hold or that it must remain for up to 30 days. This directly contradicts the merchants confirmation and places the responsibility on Cash App as the financial institution holding the funds. This unresolved hold is : Restricting access to my funds Causing a negative balance Preventing loan payments and resulting in potential interest charges Additionally, due to the pending authorization hold restricting my available balance, I have been unable to make payments toward my Cash App loan. Despite this, I am being charged interest on the loan, even though the inability to pay is directly caused by the funds being held. This is creating additional financial harm as a direct result of this unresolved issue. Additionally, I was instructed by Cash App support to add an external payment method in order to make loan payments while my balance was negative due to the pending hold. I attempted this multiple times across several interactions, but was later told that this option was not possible due to the negative balance. This conflicting guidance caused further delays and confusion, and prevented me from resolving my loan payments. I am filing a complaint regarding a pending authorization hold on my Cash App account that is being improperly maintained. I contacted the merchant, XXXX XXXX, and received written confirmation that : The final charge has been fully processed and settled Only one charge was posted All additional amounts are pre-authorization holds and not actual charges The merchant does not control or release authorization holds Once the transaction settled, the bank should have released the holds Despite providing this documentation to Cash App, I continue to receive responses stating that only the merchant can release the hold or that it must remain for up to 30 days. This directly contradicts the merchants confirmation and places the responsibility on Cash App as the financial institution holding the funds. This unresolved hold is : Restricting access to my funds Causing a negative balance Preventing loan payments and resulting in interest charges I am requesting : Immediate review and release of the authorization hold Correction of any financial impact, including reversal of any interest or penalties Clarification on why Cash App is maintaining a hold that the merchant has confirmed should have been released after settlement Supporting documentation from the merchant is attached. I am requesting : Immediate review and release of the authorization hold Correction of any financial impact, including reversal of any interest or penalties Clarification on why Cash App is maintaining a hold that the merchant has confirmed should have been released after settlement Supporting documentation from the merchant is attached.

Company response to consumer: Closed with explanation