Consumer complaint received 2026-01-07 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: MO

Complaint narrative:
Complaint to the Consumer Financial Protection Bureau ( CFPB ) Regarding Square ( Block, Inc. ) Improper Withholding and Withdrawal of Funds Complainant : XXXX XXXX Owner, XXXX XXXX XXXX XXXX XXXX Phone : XXXX Email : XXXX Company : Square, Inc. ( Block , Inc. ) Transaction & Amounts in Dispute Amount Withheld : {$2800.00} Additional Amount Taken by Square : {$420.00} Total Amount in Dispute : {$3200.00} Transaction Date : XX/XX/year> at XXXXXXXX XXXX Payment Method : Visa card ending in XXXX Customer : XXXX XXXX XXXX Location : Clients residence and shop located at the clients property Formal Complaint Statement I am submitting this complaint against Square , Inc. ( Block , Inc. ) regarding the improper withholding of {$2800.00} and the additional withdrawal of {$420.00} from my account, both arising from the same transaction and review case, despite my full compliance and submission of all requested evidence. 

On XX/XX/year>, my business, XXXX XXXX XXXX XXXX XXXX, completed contracted cleaning and shop services for my client, XXXX XXXX. The services were performed in person at the clients residence and shop. Payment in the amount of {$2800.00} was authorized by the customer using his XXXX card ending in XXXX. 

The customer was physically present at the time of the transaction. We communicated face-to-face, and I personally observed the physical payment card prior to completing the transaction. Due to the mobile nature of my business operations, I did not have card-swipe hardware available at that location, and the payment was processed through Square without a physical swipe. 

After the transaction, Square initiated a review and requested documentation. I fully complied and submitted all requested materials, including a detailed invoice with a breakdown of services rendered, a shop invoice related to the work completed, and written explanations addressing Squares verification questions.

Despite providing all requested evidence, Square has continued to withhold the {$2800.00}. In addition, Square subsequently removed {$420.00} from my account related to the same incident, further increasing the financial harm to my business. No clear justification, final determination, or timely resolution has been provided for either action. 

Squares actions have resulted in a total financial loss of {$3200.00}, representing legitimate, earned income for completed services. The continued withholding and withdrawal of funds without transparency or resolution has caused significant financial hardship to my small business. 



Requested Resolution I respectfully request that the Consumer Financial Protection Bureau : XXXX Review Squares handling of this matter XXXX. Require Square to provide a clear and lawful explanation for both the withheld and withdrawn funds XXXX. Direct Square to immediately release the {$2800.00} XXXX. Direct Square to return the {$420.00} taken from my account XXXX. Ensure Square ceases unjustified withholding or debiting of funds related to this case I have acted in good faith at all times and complied fully with Squares requests. The continued retention and removal of my funds is unreasonable and unsupported by the documentation provided. 



Sincerely, XXXX XXXX XXXX, XXXX XXXX XXXX

Company response to consumer: Closed with explanation