Consumer complaint received 2024-03-30 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: FL

Complaint narrative:
My minor son who is currently XXXX XXXX XXXX created a cashapp account with an incorrect Date of Birth and he do not remember what date of birth was used. He has recently received funds in the cashapp from his grandmother, dad and friends but unable to collect the funds because it requires him to have a identification card which he does not have at age XXXX as of today XX/XX/24 there is a balance amount of {$23.00} dollars in the account. I called cashapp number XXXX on XX/XX/24 and spoke with XXXX, I explained to him the issue and he told me that he is not able to assist me and that there is no manager to direct the call to and there is no corporate department and there is no legal department he proceeded to say unfortunately, I am unable to assist you at this time and will now disconnect the call and the call ended. 
I called back and spoke with XXXX, I provided him with my cashapp details instead of my son cashapp details and explained to him that the concern is about the cashapp that my son created and are unable to retrieve funds and that I wanted to speak with a manage to make a complaint on XXXX, the first rep I spoke with and also address how we can retrieve funds from my son acct, XXXX seemed as if he was going to help but phone was accidentally disconnected on my end. I called back and spoke with XXXX who stated that she saw XXXX notes but the notes only mentioned a request to speak with supervisor and did not mention anything about my minor son acct. she also stated there is no manager on Saturday and she could send over a case request ( she provided me a case number ) for a manager to call me back. I informed her that the first call was under my sons cashapp and that he was with me if she need to speak with him.. she stated she can only assist with 1 case per call and is unable to transfer me to another agent and that I will need to callback. I called back and got another agent ( forgot to take her name ) and while explaining my concern, I receive a call from cashapp and placed call on hold and it was XXXX from cash app.. I asked if he is a manager and his response was umm, what do you want? I replied you are rude as XXXX and I dont want to talk to you and I hung up the phone I went back to the other cashapp agent and asked if we could proceed as I thought it was a manager returning my call but they are gone.. she replied if another agent called you then you can speak with them and she disconnected. All of this took place on XXXX. I am in disbelief that so many agents were as rude as the ones I have dealt with and did not attempt to provide any additional assistance.. I will be closing out my Cash app after XXXX years and do not recommend anyone to use this service as the customer service is horrible and you could potentially lose money added into this app and unless youre able to afford an attorney you may never get your funds back.

Company response to consumer: Closed with explanation