Consumer complaint received 2026-03-11 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: Block, Inc.
State: MI

Complaint narrative:
So on XX/XX/year>, I made a request for a monetary transfer on a service called CashApp, owned by Block Inc. ( or XXXX XXXX ), as I regularly do, for the sake of making rent payments, I made the request to transfer {$220.00} to CashApp user $ XXXX, who I have been making my rent payments of between $ XXXX {$300.00} a week for nearly the last year. I was attempting to send {$200.00} for rent and an extra {$20.00} for savings money for a cruise we ( $ XXXX [ my girlfriend ], her family and I ) are planning on going on in XXXX through XXXX XXXX, and this cruise is supposed to go around XXXX, so I labelled the payment " rent XXXX reimbursement ''. Apparently that was a big no-no for CashApp as my payment had been put on pending for two and a half weeks for investigation, all of which throughout I was in touch with CashApp " customer support '' several times, all through their 24/7 chatline, call center, and email hotline. To start the Chat process, they use an XXXX program to try and fail to address your issues, I don't know if it's in an attempt to get you frustrated before you even begin, but after enough times it has that effect. Eventually they connect you to an " agent '', who, going back through the chats, it seems to me is just another glorified XXXX with a name, or a mimimum wage employee lacking most credentials ( I say this because most of their responses are very scripted and almost irrelevant to the situation or requests for information they should very easily have access to ). Eventually I move on to the call line, am in conversation with a foreign call center worker I can barely understand, and he tells me I will have a resolution by the next 3 business days. 3 business days pass and the transfer is still pending, so I go through the chatline again, and after another frustrating back and forth I am redirected to my emails and start going back and forth on email with them. That never goes fast, so my responses are maybe every few business days. Meanwhile my patience is running thin after a week, week and a half, this was a payment that was supposed to mostly be for rent, but I have given them all sorts of information and at this point the 24/7 chatline " workers '' are just feeding me useless information and requesting information that either, again, should be easily accessible for them, ( such as my email, date of transfer, etc ), or requesting information I had already provided. So I had to make other arrangements for the rent money to not get evicted. It has been rough but I have been managing. Finally, after two and a half weeks ( their policy is to automatically void the payment and return the money after 14 days ), they send me an email saying they have deactivated mine and my girlfriends CashApp accounts. Not only that, but they said they determined they are indefinitely holding my money as they determined it breaks U.S. Sanctional laws ( to save money for a cruise? ). I had to use a verification code to sign back in to my account somehow and i have been arguing with another chat " agent '' and finally I have given up hope of them ever doing anything resembling, their jobs, returning my money, following the law, et cetera. I had even mentioned if they did not move on my transfer I was going to have to file through Consumers Finance, or take some sort of legal action. I had done a little research and found that they just had a {$170.00} XXXX settlement last year over doing the same kind of thing to people, and it seems some things dont change. Not only that, but recently CashApp had a push to replace 4,000 employees with XXXX consultants. Nothing about what they are doing screams perfectly legal to me. I'm not a lawyer, but I am a man who wants to start and enjoy his life. That includes renting an apartment, and at the end of the month, they attempted to make that improbable. I made it be. I want to go on a cruise and see another part of the world. Is that a crime for a kid who has never left the United States? To have an ambition to travel? Apparently according to Block Inc, it is. I tell you my XXXX story not for empathy, but to lay the facts out, as I explained this same situation to the employees, and I have just been ignored on that end time and time again. It would just be nice to see my money again.

Company response to consumer: Closed with explanation