Consumer complaint received 2025-01-25 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: PA

Complaint narrative:
A friend of mine sent me {$100.00} via Zelle. He asked me to send it back via Cash App. He did not have a bank debit card, but he had a Cash App debit card to access the funds. Since i did have a bank debit card and it was linked to Cash app, i was able to do so. 

The transaction prompted me with the question, For : ______, to which i put XXXX XXXX. This was due to a recent discussion about current events and having a desire to help out those who were taken XXXX  by XXXX in XXXX, but knowing we both are in no financial position to be able to help then let alone ourselves. So it was somewhat of a poorly used inside joke, but with good intentions. 

Because of the words XXXX, they flagged my Account as having unusual activity. I contacted support and they told me they would have a special team contact me via email. The email stated the US sanctions and Cash apps terms going against any transaction that goes against US sanctions. They asked me to clarify the transaction for them. I explained the transaction was just a friend accessing his own money and the reason was based off a discussion about possibly donating to help the XXXX. Whether he decides to donate the money or not is beyond me, and highly unlikely, since we both are not financially well off enough to be able to give money away. 


They asked me in a follow email saying, in order to finalize this investigation, we need to know what charity the donation would go to. which i responded stating that there was no charity in particular. It was just a man accessing his own money. I sent him screen shots and transaction ID of the XXXX transaction, text messages showing the request he made of me, and apologized for any confusion this may had caused.

From the initial transaction, it took 2 days for a first email from the specialized team. I responded immediately after receiving with all the information they requested because they did not give my friend access to the money i sent and i felt indirectly responsible for his money. It then took another 2 days for a response, the one asking for charity name and finalizing. This email also stated that another email would follow regarding next steps. An email i have yet to receive. And the money is still not accessible. 

Now during this whole investigation, i received my direct deposit from my work. These funds have also become inaccessible. These funds had nothing to do with the the initial transaction in question and i provided them with so the requested information proving the transaction did not go against any US law or US sanctions, nor go against Cash App Terms of service. 

I have sent them multiple folliw up emails stating the urgency for needing my funds. They have not responded whatsoever. Ive contacted support, which is mostly AI chatbots, and all they say repeatedly is Ive provided all the information i can at this time. Nothing has further developed. 

I have rent to pay or else i will be kicked out. And they wont let me withdrawal the funds. Its been XXXX outside in XXXX. I can not survive out there. This is my hard earned money. This money has nothing to do with the transaction in question, even though the transaction in question was nothing that they suspected. They have just been withholding funds for whatever reason.

Company response to consumer: Closed with explanation