Consumer complaint received 2025-01-11 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Block, Inc.
State: GA

Complaint narrative:
On XX/XX/XXXX, I had lunch with XXXX at XXXX XXXX XXXX. We made plans to go to the XXXX XXXX XXXX XXXX XXXXXXXX and purchased tickets and paid for our meal. I requested his portion of the XXXX XXXX XXXX XXXX and his meal to pay me back as I had paid with my card for both transactions. The amount was {$120.00} and I titled the transfer " XXXX XXXX XXXX XXXX XXXX  ''. He paid, and I have confirmed the funds left his account. Cash App has been holding the funds ever since. As it's not unusual for there to be a delay in receiving the funds, I decided to wait before contacting support as the funds are usually available within a couple of hours. I contacted support on Wednesday, XX/XX/XXXX to find out what was going on with the funds, at which point the chat support advised the payment is under review to check if it meets the terms of service and that I would receive an email within 2 business days requesting more information about they payment. The case number provided was XXXX. I waited until Friday, XX/XX/XXXX, and reached out to Cash App support via chat to follow up for the email. I let them know I hadn't received the email, and they told me to check my spam. I did double check the spam, and asked to confirm which email it would be sent to as there are two emails on the account. They advised they could not tell me which email due to security restrictions on their end. I requested a phone number and then called support at XXXX at XXXX XXXX. I spoke with a male representative who was able to confirm the email, and let me know that the review team was still working on my transaction and he promised that I would get the email by the end of the day. The only email I received was a survey about my experience with Cash App support. I called back at XXXX XXXX  as the support office closes at XXXX. I spoke with a female representative this time. She said it was still under review and there was nothing she could do. I asked if there was any way to get the money back to the sender, as these funds have been on hold for two weeks. I requested a supervisor and she advised that supervisors weren't available, and after pressing further, that they do not take phone calls. She said the only way to contact a supervisor is through email, so she took my information down. I did received an email from a supervisor who said that she understood I was having issues with a payment I tried to SEND. Which isn't the case at all, it's a payment that was sent to me. She then said I had to wait two business days for an email. I responded, asking for the funds to be returned to the sender and that I understood they needed to investigate, but that should not involve holding the funds from the person who sent them. They should be returned to the sender. The supervisor then responded that I needed to have the sender reach out to them directly so they can assist further. I copied the sender, XXXX, in the email and he requested the funds to be refunded. The supervisor then responded that they are resolving the complaint because no new information was provided. XXXX also emailed a response requesting the next steps to be outlined to resolve this matter. Additionally he listed complaints that, as the sender, Cash App did not reach out to him directly but rather had me reach out to them. Additionally, XXXX never received any correspondence about the funds that were removed from his account but never transferred to the person he intended the funds to go to. At this point, we have not received any further correspondence and they have been advised that this complaint is being filed. Cash App has not taken any action on this pending charge. I have had to reach out to them several times with no response. They keep telling me to wait two days for an email and at this point it's been 14 days. I believe the amicable resolution is to just return the funds to the sender and if they must, freeze my account to complete their investigation. It's my understanding that the issue they're investigating has something to do with " XXXX  '' being in the name of the transaction - which as I have explained, we were in the XXXX XXXX XXXX restaurant in XXXX, Georgia. This transaction occurred in the United States between two US citizens. Cash App hasn't even provided the opportunity to explain that. Holding the funds any longer is unacceptable.

Company response to consumer: Closed with explanation