Consumer complaint received 2024-11-19 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: MI

Complaint narrative:
I am writing to formally request your assistance in resolving an issue involving XXXX XXXX ( operated by XXXXXXXX XXXX ) and Square XXXX. These entities manage my financial transactions for my side business, The XXXX XXXX XXXX. Despite my repeated efforts to resolve the matter, I have faced significant delays, miscommunication, and lack of accountability. 

Background XXXXXXXX XXXX recently transitioned from XXXXXXXX XXXX to XXXXXXXX XXXX, leading to a change in routing numbers. On XX/XX/year>, I received payments for two invoices : {$530.00} and {$1500.00}. My XXXX account is configured to transfer funds to my XXXX account daily. 

On XX/XX/year>, at XXXX XXXX EST, I received an email from XXXX XXXX  stating that the funds had been returned to Square due to the routing number change. XXXX provided a trace number and instructed me to contact Square to resolve the issue. 

Since then, I have been making daily phone calls to both XXXX XXXX and Square XXXX. Despite my diligence and providing trace numbers, customer ID codes, and external transaction numbers, neither party has escalated the issue to resolution. 

Timeline of Events XX/XX/year> : Called Square ( XXXXXXXX XXXX EST ) and XXXXXXXX XXXX ( XXXXXXXX XXXX EST ). 
Was told to wait 3-5-7 business days for the funds to return to my Square account. 
XX/XX/year> : Called Square ( XXXXXXXX XXXX EST, 18 minutes ) and XXXX XXXX ( XXXXXXXX XXXX EST, 34 minutes ). 
Square stated they did not see the funds and requested a branch managers name and fax number. XXXX XXXX informed me they do not use fax machines. 
XX/XX/year> : Called Square ( XXXX XXXX EST, 39 minutes ). 
Received an email from XXXX XXXX, Head of Customer Experience at XXXXXXXX XXXX, and sent the information to Square. 
Called XXXX XXXX ( XXXXXXXX XXXX EST, 1 hour 10 minutes ) and Square again ( XXXX XXXX EST ), trying unsuccessfully to initiate a joint call. Square repeatedly refused and disconnected. 
XX/XX/year> : Called Square ( XXXXXXXX XXXX EST, 11 minutes ). Square requested a different XXXX than XXXX and speculated the funds might arrive by Monday. They did not. 
XX/XX/year> : Called Square ( XXXXXXXX XXXX EST, 33 minutes ). Square disconnected multiple times while I tried to connect them with XXXX XXXX. 
XX/XX/year> ( Today ) : Called Square ( currently on a call lasting over 1 hour 26 minutes ). Initially spoke with XXXX, who stated that Square now requires a signed letter from XXXX XXXX to escalate the issue. 
Spoke with manager XXXX, who reiterated the need for a fax number, despite XXXXXXXX XXXX not using fax machines. 

I also have lots of emails to/from XXXX and square. 

Key Issues Inconsistent Requirements : Square changes their escalation requirements every time I call, including requesting a signed letter and insisting on a fax number, which XXXXXXXX XXXX does not use. 
Refusal to Escalate : Both XXXXXXXX XXXX and Square have failed to escalate the issue appropriately, despite being provided all necessary information. 
Lack of Coordination : Square has repeatedly refused to participate in joint calls with XXXXXXXX XXXX, even hanging up multiple times. 
Unreasonable Delays : It has been over two weeks, and the funds are still unaccounted for. 
Impact As a small business owner, this situation has caused significant frustration and inconvenience. I have spent countless hours on phone calls, been given contradictory information, and experienced poor customer service. 

Requested Resolution I am requesting the CFPB to intervene and assist in : Ensuring both XXXX XXXX and Square XXXX investigate and resolve this issue immediately. 
Addressing the unreasonable delays, inconsistent requirements, and lack of escalation processes. 
Providing a clear timeline for the return of the missing funds. 
Thank you for your attention to this matter. I appreciate your assistance in holding these institutions accountable for their failure to provide timely and effective service. 

Sincerely, XXXX XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation