Consumer complaint received 2025-04-15 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 have used Cash App to send XXXX payments to the same person. The person I sent payments to is coordinating travel for XXXX people. 

On XX/XX/year>, I sent a {$500.00} payment with the description : XXXX and XXXX XXXX XXXX. 

On XX/XX/year>, I sent a {$500.00} payment with the description : XXXX XXXX and XXXX XXXX XXXX XXXX. 

I have not received any communications about the payment not being processed. In fact, Cash App has withdrawn the funds from my personal bank account, and the XXXX payments are listed as complete ; however, when I open the transaction, they are listed as pending. 

The person receiving the funds has not been able to access them. He was told that the word XXXX had triggered an investigation to ensure we were not violating any laws or policies regarding the XXXX embargo on XXXX. 

I have contacted Cash App 6 times, and each time, I am told the investigation will take XXXX hours. They stated that I should respond to their email notification about the payment being under investigation. They have not sent me this email and have said they can not send it again. I have posted my evidence that this is a legal transaction in their chat communications, but they say they can not apply it to my file. 

On XX/XX/year>, a Cash App representative told me that the pending transactions would be canceled and that my money would be refunded after 14 days. The transactions are still pending, and my funds are locked. 

I contacted them again on XX/XX/year>, and the representative said it would be another XXXX hours for them to investigate, and yet again, they are not accepting information from me. Their standard practice is to disconnect the chat if I ask for a supervisor or escalation of the release of funds. 

Furthermore, I can not start an official dispute because the payment is still in the processing stage. 

I seem stuck in a position without recourse, and my funds are locked. Their representatives have insinuated that Cash App may confiscate my funds. 

Here are the details I am trying to submit as evidence of the proper use of Cash App to transfer funds : We have a permit to travel to XXXX issued by the US Government. Department of Foreign Asset Control ( FAC ). 
The license issued is in XXXX to XXXX XXXX. 
Public Performance, clinics, workshops, athletic and other competitions & exhibitions. 

The money that was paid through Cash App was to reserve our plane tickets. Here are the details of that reservation : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Seated Date issued XX/XX/year> Deposit payment deadline Wednesday, XXXXXXXX XXXX XXXX 
Utilization period Start Date XXXX XX/XX/year> Final Payment Deadline XX/XX/year> Passenger naming and ticketing XX/XX/year> I have screen shots of the chat conversations that I can share as well. The phone representatives have not been helpful.

Company response to consumer: Closed with explanation