Consumer complaint received 2025-02-23 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other service problem — 
Company: Block, Inc.
State: WA

Complaint narrative:
CONSUMER FINANCIAL PROTECTION BUREAU COMPLAINT Product Information : Company : Cash App ( Block, Inc., formerly Square, Inc. ) Product : Digital Wallet/Virtual Currency Service XXXX XXXX : XX/XX/year> Account Type : Personal XXXX  Transaction Transaction ID : XXXX Issue Summary : Cash App 's system executed a Bitcoin transaction with an inadequately low network fee without my consent or control over the transaction fee, resulting in my funds becoming inaccessible. 

Detailed Description : What Happened : 1. I initiated a XXXX transaction to Cash App for {$57.00} 2. Cash App would not accept the incoming currency and asked me if I'd like to redirect it. So I said yes and provided my paypal bitcoin address. The system then automatically set a transaction fee of {$0.00} without my input 3. Due to this extremely low fee, the transaction has been stuck unconfirmed for 4 days 4. Cash App support has refused to take responsibility or provide any resolution 5. My funds are now effectively frozen in an unconfirmed transaction Impact : - Financial loss : Unable to access {$57.00} worth of XXXX  - Loss of asset control : Can not access or use my funds - Time loss : Multiple attempts to resolve with Cash App support - Potential ongoing losses due to XXXX  price volatility Have you tried to resolve this with the company?

Yes. I have : 1. Contacted Cash App support multiple times 2. Requested supervisor escalation 3. Asked for transaction cancellation/replacement 4. Requested a refund 5. Filed a formal complaint through their system Cash App 's Response : - Refused to take responsibility for their system 's failure - Suggested only filing a complaint - Provided no concrete solutions - Failed to acknowledge their system 's role in the issue Why the Company 's Response is Inadequate : 1. Technical Failures : - Failed to implement proper fee estimation - Failed to provide user fee controls- Failed to warn about inadequate fee rates- Failed to implement proper safeguards 2. Customer Service Failures : - No escalation path provided- No technical solution offered- No compensation or resolution proposed- No acknowledgment of system failure 3. Regulatory Concerns : - Inadequate consumer protections - Lack of transaction controls- Poor risk management - Insufficient error resolution procedures Desired Resolution : I request that Cash App : 1. Immediately cancel the stuck transaction and return the XXXX to my account, OR 2. Broadcast a replacement transaction with an appropriate fee, OR 3. Refund the full value of the Bitcoin in USD at current market rates Fair Resolution Justification : 1. The issue was caused entirely by Cash App 's system 2. I had no control over the fee setting 3. The fee set was unreasonably low ( {$0.00} on a {$57.00} transaction ) 4. Cash App failed to provide adequate warnings or controls Additional Context : Cash App, as a regulated financial services provider, has a responsibility to : - Implement adequate systems for handling customer funds- Provide appropriate controls and warnings- Take responsibility for system-caused errors - Provide adequate resolution when issues occur Documentation Available : - Original transaction details and ID - Screenshots of Cash App support conversations- Timeline of all communication attempts- Transaction fee analysis showing inadequate rate - System screenshots showing lack of fee controls I authorize the CFPB to contact Cash App on my behalf regarding this complaint. 


Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX Washington XXXX Phone : XXXX Email : XXXX Cash App Account ID : $ XXXX Preferred Contact Method : telephone Date : XX/XX/year>

Company response to consumer: Closed with explanation