Consumer complaint received 2025-03-17 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem with a purchase or transfer — Card company isn't resolving a dispute about a purchase or transfer
Company: Block, Inc.
State: WA

Complaint narrative:
On XX/XX/XXXX I stayed at the XXXX XXXX in XXXX California. I use my cash app prepaid debit card to pay for the room and the XXXX XXXX put a {$50.00} hold for incidentals on my card. I checked out on XX/XX/XXXX and the XXXX XXXX stated that they released the funds back to my cash app card at checkout because I owed no charges for incidentals. After a week cash app still had that {$50.00} hold in pending and I called them and asked them what I needed to do to get the {$50.00} put back in my account. They sent me a reply stating three items that needed to be done which was a bill from XXXX XXXX showing a XXXX balance the date the dollar amount of charges and the dollar amount of payments and it needed to be on letterhead showing the company logo, their address, and their phone number. I passed this information on to the XXXX XXXX who immediately drafted a letter on their letterhead and sent me an email with five pages of attachments showing the bills for each day I stayed there and they drafted a letter to cash app stating that I owed XXXX and please release any funds that were held back into my account. I forwarded this email on to cash apps complete department and opened a chat with Cash app notifying them that I had sent all the documentation that they asked for from the merchant and the advocate from cash app said that it was not meeting cash app guidelines so they would not release the funds or do anything else until 30 days had passed. I asked at this point what didn't meet the requirements because everything that they asked for was met by the email from XXXX XXXX. I spent over two weeks daily going over chats with cash app advocates who daily told me that it did not meet the requirements but would not tell me what requirements weren't met. I believe the cash app is holding these funds even though they've been released by the hotels so that they can earn interest on the balance in those pending funds.. I believe that it can a class action lawsuit should be filed against cash app because I feel like they are breaking the law by not releasing the funds back to the customers who should have access to those funds immediately when the hotel releases them. As of XXXX cash app had XXXX XXXX customers with accounts, so if you do the math on the funds that are being held for 30 days once the hotel releases them and cash app doesn't give them back to the rightful owners it is millions of dollars in interest that they are earning illegally I believe. I would like you too investigate this egregious act that cash app is doing and illegally using funds that should be back to their customers accounts instead of being kept pending for 30 days before they release them. This actually is the third time that this has happened to me in 3 years, the other two times was XXXX XXXX and XXXX XXXX at XXXX XXXX in XXXX Washington but with the cash app holding funds for 30 days each time.

Company response to consumer: Closed with explanation