Consumer complaint received 2025-08-09 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:
XXXXOn XXXX XXXX I was using my cash app for typical everyday purchases lile I usually ALWAYS do. i woke up and planned to walk 15 mins from my actual location to head to a local plaza with multiple different businesses like corner stores such as food, snacks, drinks, and hot food market store. Along with a XXXX, pet store and phone shop all located in the same plaza located in Florida. (XXXX XXXX)I woke up sick, fat, bloated, XXXX hungry, XXXX XXXX and couldnt even make it to take the walk for good and some sort of liquid like XXXX  that would ease my stomach and lower hip pain. My mom has to take my grandma to her doctors appt that same morning in XXXX  so I asked her on the way back could she please stop and purchase my food for me if I Cash App her. She said yes. So I sent my mom $XXXX  something thats not unusual at all since thats my MOM. The women who gave birth to me and created me. its also a reason why my mom XXXX  is listed as one of my favorites which Cash App gives us option to access the people we send money to the most. Cash app also wont allow you to send money unless you put a note in the Cash App bar. And since my mom is clearly an elder I thought it would be perfect to use the note to remind her what to purchase once she get there and back from XXXX. So I listed as you can see below XXXX  XXXX, XXXX XXXX XXXX in clear reference and reminder to use the $XXXX  to buy me a XXXX XXXX sandwhich, a yellow XXXX  and XXXX  specifically chicken Alfredo. It immediately sent but what I noticed pending didnt think at first it was a big issue figure it was due to low service but it usually always go through. It kept pending and my mom never got the money. So she came to my home which again is 15 mins walking distance from the market/plaza. She picked up my card from me and has to use it physically since my pending transaction still didnt go through. We later agreed she would just send it back once it clears but it never did and I immediately contacted cash app. Through that time I was able to still buy my food using my cash app card but never got any warnings, notifications or anything suggestion I did anything wrong or that anything was flagged or wrong with my cash app account. but later I realized I could not put my money into my savings so I knew something was wrong/ I tried a few more typical transactions from me such as prize picks and it was declined . I tried to order uber eats to get food that same night and it wouldnt work. I contacted my brother to ask him if he could order food for me using his own card because mine wasnt working . Due to him actually being at work he didnt read my message fully and send me $XXXX  to get food from XXXX XXXX lol. I later got cash App $XXXX  to do video editing which is a side job of mine that I take really serious considering I need the extra income. Once I realized I couldnt use any of my money is when I realized my account was truly messed up. Ive been contacted cash app since 7 days later but no response. I even email XXXX  back immediately same day when he emailed me and still no response. I contacted cash app supprt over a numerous different times tryung to get answers. 7 days later and Im still trying to get answer. I dont know at all what happened to my account, Ive asked cash app you able to tell me? Am I locked out? Suspended? Permanently or temporarily? I havent gotten any information besides the one email and it doesnt say much. I wasnt notified about any restrictions or violations to my account. No one has to told me anything and says they are waiting for the right team to address it. I worked really really hard to reach someone even called customer service number. No one knows my account was messed up and still proceeded to send me money because I didnt know either because no one from cash app notified me. I now have rent to pay, light bill and internet bill to pay, fees to add on due to my money being locked , held and stolen. I need internet to do video editing which gurantees the video to be in 7 -10days or less. I wasnt giving any warnings or told exactly what I did wrong? Can you please inform me exactly what did I do wrong? I have money on cash app that consists of things being paid for or Ill have to suffer the consequences in fees. I cant afford my lights to be cut off. I cant afford my intern to be cut off its how I work and do side jobs via video editing and social media management. I was so confused but I start to come to the conclusion that maybe Iam being radical profiled. Ive had my account for years and rare to absolutely no suspicion activity has ever taken place . All through my life as a XXXX XXXX  to one of the hardest workers at my job to now where I have only flourished but worked my ass off to do so. so why suspicious activity for $XXXX  now??? Iam being accused of taken part in something that is not true and completely false. Suspended or restricting my account from me is a clear finger that is telling me Iam guilty of something I did not do and never did . I have been a loyal  service member to cash app and it sucks to be treated this way. I have bills and responsibilities to handle and I depended on cash app for years and it never let me down. Since XXXX XXXX it has. I have visited the plaza and market in my city fk many times almost every other day to eat and get sandwhiches there. Ive never had any suspicious activity, considering cash app ask and has our location a simple search would see Im located 10-15 mins from that market. It would see the relation of my mom and how Ive always sent her money through the years thats never been too much because I dont have much!!! I truly believe a judge or juror dont look at my account and say economic sanctions suspension is necessary or fair. They probably wouldnt understand at all why the conclusion would even be considered for someone like me. I truly believe cash app should be held accountable for this and I should be compensated because Im now behind on bills and fees/ Ive cried for days so stress for 7 days straight worried about evictions and water being turned off in my home. I would have no where else to live. All due to someone profiling me even its as low as $XXXX. The purchase was for food. I even listed the store in the photo which is literally right next to a XXXX   and can see on that same damn that same pending purchase was made to those locations that I speak off which proves my truth. XXXX XXXX and XXXX  . My money and account should be unblocked and sent back to me. Ill like all access to my account agajn. Ill like to be apologized to and moved on to further discussion . I cant believe Iam about to lose everything such as my home and be in debt because of cash app and a $XXXX  cash app transaction.  Im being accused of something I didnt do cash app made a mistake and once they review it they will see that for themselves'

Company response to consumer: Closed with explanation