Consumer complaint received 2025-08-01 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: NC

Complaint narrative:
Summary of Complaint : I am the XXXX XXXX XXXX XXXX XXXXXXXX XXXX, a licensed spa and wellness business located in XXXX, North Carolina. My business is named after XXXX, the ancient Egyptian goddess associated with healing and restoration. XXXX XXXXXXXX  focuses on holistic health, beauty, and wellness services for the community. 

On XX/XX/year>, I transferred {$310.00} from my XXXX XXXX XXXX Cash App business account to my personal Cash App account for lawful business-related purposes. In the transaction note, I entered " XXXX '' to reference my business name. 

Immediately after initiating the transfer, the transaction was placed pending for review. Shortly thereafter, I received an email from Cash Apps compliance department stating that the word " XXXX '' triggered a sanctions review, as if my transaction might relate to terrorism or a sanctioned entity. 

Cash App requested that I explain the purpose of the payment and my relationship to the recipient. I promptly responded with the requested explanation and provided proof that : XXXX XXXX XXXX is a lawful, licensed business in North Carolina. 

The name XXXX refers to the ancient Egyptian goddess and XXXX XXXX brand not to any organization or activity on the U.S. sanctions list.

The payment was a legitimate business-to-personal transfer.

Despite providing clear evidence, my payment remains held and my account is under unnecessary scrutiny. Cash Apps automatic flagging system and the continued hold after I clarified the purpose is prejudicial and damaging to my business. It equates my legitimate brand name with terrorism, which is both offensive and reputationally harmful.

Why This Is a Regulatory Concern : Unfair Treatment & Discrimination : Cash Apps compliance process appears to rely on keyword triggers without adequate context or human review, resulting in prejudice against legitimate businesses and individuals.

Interference With Lawful Commerce : Funds are being withheld despite prompt proof of lawful origin and purpose, which hinders my ability to operate my business.

Potential Violation of CFPB and OCC Regulations : This may constitute an unfair, deceptive, or abusive act or practice ( UDAAP ) under the Dodd-Frank
Act, as it unreasonably interferes with lawful transactions without justification.

Requested Resolution : Immediate release of the {$310.00} payment and removal of any holds on my account related to this matter.

Removal of any internal flags that may have been placed on my account or business name, as they are based on a misinterpretation.

Written confirmation from Cash App acknowledging my lawful business status and clarifying that my account is not linked to any illicit activity.

A review of Cash Apps compliance procedures to ensure businesses with legitimate, culturally significant names are not unfairly targeted.

Conclusion : I am requesting that the OCC and CFPB investigate this matter, require Cash App to release my funds immediately, and take corrective measures to prevent such discriminatory holds from impacting other lawful
businesses.

Company response to consumer: Closed with explanation