Consumer complaint received 2026-03-13 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: CA

Complaint narrative:
I am filing this complaint regarding refunds that were issued by the online retailer XXXX but were never received by me due to a conflict between XXXX and Cash App regarding where the funds were sent. I made several purchases through XXXX using Cash App as the original payment method. The orders associated with this dispute are XXXX, XXXX, XXXX, and XXXX. The total refund amount owed to me exceeds {$100.00}. On XX/XX/XXXX, Cash App permanently closed my Cash App account. This closure was confirmed by Cash App in writing. Cash App stated that once an account is closed, it is not possible for the account to receive funds. Cash App also explained that if funds are sent to a closed account, those funds are automatically returned to the sender within approximately three to five business days. On XX/XX/XXXX, I contacted XXXX customer service after learning that refunds had been processed for the above orders. In their response dated XX/XX/XXXX, XXXX acknowledged that my Cash App account had already been closed and informed me that they were unable to modify the refund method because the refunds had already been processed through Cash App. On XX/XX/XXXX, XXXX again confirmed in writing that the refunds were successfully processed through Cash App and advised me to contact my financial institution regarding transferring the funds. On XX/XX/XXXX, I responded to XXXX explaining that a refund sent to a closed account does not constitute a completed refund because the funds were never received. I informed XXXX that the account had been closed prior to the refund attempts and requested that the refunds be reissued through a valid payment method. Later, on XX/XX/XXXX, Cash App responded to my complaint under case number XXXX. In that response, Cash App confirmed that my account had been closed on XX/XX/XXXX, and stated that it is impossible for funds to be received into a closed account. Cash App also explained that if funds were sent to the account after it was closed, those funds would have automatically been returned to the sender. Because of this situation, both companies are stating that they do not possess the funds. XXXX claims the refunds were already processed to Cash App, while Cash App confirms that the account could not accept the funds because it was closed and that any attempted transfers would have been returned to the sender. As a result, I have never received the refunded money for these orders despite XXXX stating the refunds were issued. I have email correspondence from both companies confirming these statements. This situation has left me without the refund money that I am owed. A refund can not be considered complete if the consumer never actually receives the funds. If the funds were sent to a closed account, they should have been returned to the sender and reissued through another valid payment method. I am requesting assistance in determining where the refunded funds are currently located and requiring the responsible party to reissue the refunds through a payment method that I can access. Below is the full email correspondence and documentation confirming the statements made by both XXXX and Cash App. Please see the string of emails below both from XXXX and Cash App. XXXX claims was refunded to my Cash App account and Cash App is saying that my account was already closed and not possible. I am out over {$100.00}. On XX/XX/XXXX, at XXXX, Cash App Complaints XXXX wrote : Dear Customer, My name XXXX XXXX XXXX a Cash App specialist and Im contacting you about a complaint that you filed on XX/XX/XXXX under the case number XXXX by chat support channel. I understand that you are experiencing an issue with the status of your Cash App account. After reviewing your Cash App support contacts and account, I can confirm that on XX/XX/XXXX, pursuant to the Cash App Terms of Service ( https : //cash.app/legal/tos ) and/or our Acceptable Use Policy ( XXXX XXXX XXXX ), Cash App elected to close your account. Reasons for this decision XXXX include your account history, transaction disputes, or other possible violations. As well, all other features, including the Cash App XXXX, have been permanently XXXX. Which means it is impossible for you to receive any funds from anyone, due to your account had already been closed when the refund was sent, and any sent funds to your account will return to its origin in the next XXXX to XXXX business days. If you would like to further pursue your claim, we recommend contacting the merchant directly. We appreciate your patience and cooperation throughout the claim review process. I can confirm that you have received a complete and accurate resolution regarding your complaint. There is no further information to provide or action ( XXXX ) to take regarding this matter. Please respond directly to this email if you have any questions. -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- - My best wishes, Cash App XXXX. On XX/XX/XXXX, at XXXX PM, XXXX wrote : Dear Valued Customer, Thank you for reaching out to XXXX Customer Service. We regret to inform you that the refund method can not be modified as the refund has been successfully processed through Cash App. We recommend that you contact them for further assistance. If you have any further requests, please do not hesitate to contact us. Best Regards, XXXX XXXX Customer Service XX/XX/XXXX, XXXX PM Dear Valued Customer, Thank you for reaching out to XXXX Customer Service. This is XXXX, a Customer Resolution Senior XXXX from XXXX Customer Service XXXX. We appreciate your concern regarding your orders XXXX, XXXX, XXXX, and XXXX. We understand that your original payment method which is Cash App was already closed and you would like to modify the refund option. We are here to provide clarity with you. We regret to inform you that we are unable to modify the refund method because the refund has been successfully processed though Cash App. We highly suggest for you to contact your financial institution regarding transferring the funds. If you have any further requests, please do not hesitate to contact us. Best Regards, XXXX XXXX Customer Service

Company response to consumer: Closed with explanation