Consumer complaint received 2024-12-20 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc.
State: MS

Complaint narrative:
I made a online purchase on XX/XX/year> at XXXX through my XXXX account for {$580.00} I used my Cash App card for this order which was a new form of payment. ( Merchant ) XXXX security system method initially declines new methods of payment for large amounts. Therefore, the payment method was rejected, the order was canceled and the temporary hold was released immediately by the merchant. However, Cash App did not release the pending status on my account. I contacted Cash app support, and after talking with several reps whom all referred me back to the merchant, XXXX assured me it is in fact Cash App who has not released the hold on my funds. I relayed this info back to Cash App and requested to speak to a live supervisor. Cash App customer support informed me supervisors only respond by email in which a case must be first escalated to a supervisor. ( Case # XXXX ) I finally received an email from a " supervisor '', obviously AI generated, stating the merchant has 10 days to finalize the transaction, and after 10 days, if the issue is not resolved, i can file a dispute with Cash App against the merchant. I contacted Cash App support again by phone and was directed to send proof stating XXXX released the tempory hold, which will allow Cash App to proceed with removing the pending status on my account. The agent stayed on the phone with me and acknowledged receipt of the email sent to me by XXXX stating, my order was canceled and the temporary hold was released XX/XX/year>. The email also stated to refer to MY FINANCIAL INSTITUTION because some THEY could take up to 10 days to release my funds. Afterwards, Cash App closed the case, marked it as resolved, and said as long as my transaction says " pending '', they cant release my funds even though they have documentation proving the temporary hold was released by the merchant. NOW Cash App is telling me it doesnt matter, I still have to wait 10 days for the hold to fall off simply because thats their policy, period! I requested a copy of this " policy '' and was told there was no need to supply me with it because they have already verbally told me. I checked their " Pending '' policy on the app and told the agent it states " Pending '' holds are placed while the merchant finalizes any adjustments necessary such as credits and cancelations. I again reiterated that because there are no further adjustments to be made, no transaction made, no order pending, no purchase made, no temporary merchant hold, And no further merchant involvement, CASH APP HAS NO BASES OR RIGHTS TO WITHOLD MY FUNDS!. Final statement, from the Cash App Support team was i have to wait 10 days to see if I will have access to my money. If not, I can file a dispute... 
No one has my funds but Cash App so, what dispute?, against who??? I honestly believe they take money from people to fund others who borrow money from cash app so Cash App can make a profit from the loan repayment fees. That's not fair. My moms XXXX XXXX were in that canceled order and cash app took the money i need to replace the order... .they can see this in the merchants email i forwarded to Cash App containing the original order. They have no right to continue to withhold my money.

Company response to consumer: Closed with explanation