Consumer complaint received 2024-01-27 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or missing disclosures — 
Company: Block, Inc.
State: FL

Complaint narrative:
XX/XX/2024 {$1700.00} was sent to another cash app user for a car that was purchased. In cash apps terms in the newest updated disclosure it clearly states that if the account is an unverified account payments made to another cash app customer will not be paid using the cash app balance that the sender has available. Instead, upon sending another user money the sender would be given other options to send the money. Option # XXXX is to send from an external linked bank account or option # XXXX is sending it from an external linked credit card. Proceeding with the payment under the impression the 2 options would be made available and I would be allowed to choose one of the 2 choices as stated in the disclosure to make the payment but for some reason the payment was sent using the available cash app account balance never giving any other option to pay. In cash apps disclosure there are numerous places where it states an account that is not verified will not be able to send payments to another cash app customer using any money that is available in the senders cash app balance with no exceptions to that term!!! The only reason I felt safe sending the payment with cash app was after I had read the disclosure and the fact the money in my cash app balance would not be used for payment. With that being the case I knew if there was an issue with the purchase I would have options if I needed to dispute anything that could possibly arise. Well, cash app violated their own terms and sent this payment giving me no choice which account it would be withdrawn from and it gives me zero options to dispute the payment if necessary!! I immediately contacted cash app support and have gotten absolutely no help with this. They will respond with answers that do not have anything to do with what I am contacting them about and it's very very frustrating. Cash app is avoiding responsibility by responding to my concerns with irrelevant answers and I continue to request the money be returned to my cash app balance and they refuse to return it even though it was a clear violation of their own terms of use and they legally should have to return the money!!! The purchase was a complete scam but there's nothing I can do about it because cash app sent the money against their own terms and that's absolutely not fair to me!!! I have other issues with cash app taking money for overdraft that I didn't owe and also regarding them changing or someone changing the legal name on my account and not fixing it even though I can prove my ownership in numerous ways they refuse to even discuss fixing it!!! Everything on the account is mine has been from day one and at some point the legal name was changed!!! I asked for them to provide what information or documents were used to change the name on my account and they will not verify any thing I've asked them to verify!!!! The legal name issue is what causes the account to not be verified and I've got proof that when they took that {$1700.00} from the cash app balance the account was not verified and was " restricted ''!!! The disclosure is very clear what you can and can not do if you have a restricted account... Yet they violated their own terms in my situation!!! SOMETHING NEEDS TO HAPPEN because several ways I'm a victim of their wrongdoing a lot of money has been taken from me that shouldn't have been and now due to their violation of their own terms I have no recourse in getting {$1700.00} returned to me!!!!!! The disregard for my concerns is unbelievable and not having any way to communicate with them because they refuse to fix the problems they are responsible for in the first place should be illegal!!!

Company response to consumer: Closed with explanation