Consumer complaint received 2024-11-20 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Block, Inc.
State: WA

Complaint narrative:
On XX/XX/, I attempted to transfer XXXX using Cash App as I have numerous times before. However, this time I was all of a sudden unable to complete my transaction & received the following error message : " Sorry you have reached your withdrawal limit of twenty withdrawals per week '' I was confused because I have never encountered this rule before & I know for a fact that I have completed more than twenty XXXX transfers in a 7 day period before. So I initiated a chat with online support on CashApp. They told me the same thing ... that I had exceeded the limit which was the same for all CashApp Customers & could not be increased. I asked if this was a new rule & they said no but when I asked where the rule was within their policy & procedures information the representative said that was all the information they could provide at this time & ended the chat. 
I waited until the following day, which was today, XX/XX/, & attempted to transfer XXXX again using CashApp because I thought if it was a rolling time frame that one of the previous XXXX Transfers from the prior 7 days would have dropped off & therefore I would be able to complete at least one XXXX transfer today. However, I was met with the same error message saying I had exceeded twenty transaction within a week period. So I again initiated an online chat with CashApp Customer Service hoping to get further clarification on when the week started & ended & when i would be able to make a XXXX transfer again. I was told the time frame was a rolling one down to the minute but when I asked when I would able to complete a XXXX  transfer again they said since my last successful transfer was on XX/XX/XXXX  at XXXX PST I wouldn't be able to make another transfer until XX/XX/XXXX  at XXXX PST. But that doesn't make since given the fact that the time frame is supposed to be a rolling one. It seems to me if the time frame was rolling down to the minute, each day/hour/minute transactions from the previous week 's time frame should drop off & therefore allow me to complete new transfers. When I asked about that though, the representative said they were unable to give me any additional information & abruptly left the chat again. 
So then I called the CashApp Customer Service phone line. I gave the representative all the same information at which point he put me on a 15 minute long hold. When he returned to the call he told me the same information... I had exceeded XXXX transfer limits which were twenty transfers per week. I had done some checking into my account ny then, however, & discovered that I was was I able to complete XXXX XXXX transfers between XX/XX/2024 & XX/XX/2024 without receiving any message that I had exceeded twenty XXXX  transactions & I was able to complete forty-seven XXXX transfers between XX/XX/XXXX  & XX/XX/2024. I explained that to the representative along with the fact that I had not yet exceeded any of the XXXX  or XXXX $ transfer, withdrawal, deposit limits posted on my account. He said he needed to place me on another hold & after about two minutes on hold rhe call was dropped. 
I called back again & the call went much the same as the first call. After being placed on hold for 10-15 minutes, I was told I was reached my XXXX transfer limit. I again asked why I was able to make 40 transfers from XX/XX/XXXX XXXX & 47 transfers from XX/XX/XXXX XXXX XXXX without incident & he placed me on another hold. When he came back on the line he said this was not a new rule & that was all the information he could provide. I asked if he could show me where the rule was listed within their within their XXXX Support page which lists everything else pertaining to CashApp 's procedures & policies regarding XXXX ... including account limits. He said he had already provided that information to me which he had not & then he said that he needed to end the conversation. I asked to speak to a manager at that point & after placing me on another hold he came back & told me there was no manager available to speak to me at that time. 
So I'm very confused & irritated. If someone could please investigate this I would greatly appreciate it. I have the transcript from both the online chats, as well as, my account history which shows all XXXX transfers I referred to in my statement & can provide those if necessary. Thank you for your help.

Company response to consumer: Closed with explanation