Consumer complaint received 2024-09-25 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Block, Inc.
State: CA

Complaint narrative:
( a little backstory just to explain how XXXX withdrawals at Cash app work ) To facilitate customer withdrawals, cash app employs XXXX hot wallets. When a customer requests a XXXX withdrawal, cash app does not send the XXXX directly from the users cash app account. 

The XXXX is first sent to a XXXX hot wallet, owned, controlled and operated by cash app, then the XXXX is sent to its final destination. 

XXXX I accidently sent a XXXX withdrawal from cash app, back to the cash app hot wallet address used to send me the withdrawal. 

As a security precaution, these addresses are not tied to a users cash app account so the XXXX was not returned to my cash app account. 

The amount I sent was : XXXX XXXX Every XXXX transaction can be viewed publicly on the ledger. That's how XXXX works. Therefore every transaction can be tracked and traded to its origin. There's no possible way to " lose '' XXXX as the footprints are always there. 

My transaction back to the cash app hot wallet : XXXX XXXX XXXX The cash app XXXX address : XXXX I've spoken to cash app numerous times but they fail to take the time to fully comprehend my issue and what I'm saying. They continue to respond with pre-written replies that are totally irrelevant to my issue and completely negate the fact of the matter which is that I send funds to cash app. This can easily be proven beyond a shadow of a doubt, and cash app now owes me the funds equivalent. 

***I 've not once ever asked for a refund. XXXX transactions can not be refunded or reversed. *** Cash app has made countless false claims saying the XXXX is " lost '' and " not able to be retrieved '' why on earth they think they have to send me back the same exact XXXX I sent them is beyond me. 

XXXX acts as nothing more than a store of value. I sent cash app a value of around {$320.00}. 

To explain it as simply and plainly as possible : Me : - {$320.00} Cash app : $ XXXX All I'm simply asking for the situation to be resolved is : Cash app : - {$320.00} Me : + {$320.00} That is all. It's not a difficult thing to understand yet cash app refuses to acknowledge the situation and offer me an adequate response. 

I know that there's no " refund '' button they can easily press to resolve the matter and it shows on the ledger that the XXXX I sent to cash app was retrieved within hours and used to facilitate other customer withdrawals. 

That's why I'm asking to speak to someone who has the authority to manually send me an equivalent amount back in a new transaction. 

Cryptocurrency exchanges do this all the time for people who have the same issue. 

Everything I am saying can easily be proven. If they refuse to corporate and pay me the money that is owed to me then they are subsequently saying they are stealing my funds. 

If that's the case, I simply just want to know why that is? 

Telling me they can't or have no means to send me the money I am owed is not a legitimate answer because they are well capable of doing so. 

Thanks.

Company response to consumer: Closed with explanation