Money transfer, virtual currency, or money service -- Trouble accessing funds in your mobile or digital wallet -- Complaint #14030619
Complaint Overview
Complaint ID: 14030619
Company: Block, INC.
Product: Money transfer, virtual currency, or money service
Sub-Product: Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet
State: Florida
ZIP Code: 33010
Date Received: 2025-06-11T12:00:00-05:00
Date Sent to Company: 2025-06-11T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On Saturday, I sent {$200.00} via Cash App to my father, whose number has a XXXX area code ( XXXX or XXXX ). The message included the phrase : For XXXX para la XXXX XXXX XXXX XXXX XXXX XXXX. I believe this triggered an automatic freeze on my account. However, this was not a transaction involving XXXX. The payment was domestic, to a family member inside the United States. The use of the word XXXX was a mistake I made while casually writing the message. I was unaware that simply mentioning the country could result in a violation of the platforms restrictions. I responded to Cash App immediately, explaining that it was a personal writing error and not connected to any sanctioned activity. Despite this, my account was frozen entirely, and the {$200.00} payment was locked. I asked my father to try to cancel the transaction from his end, but Cash App would not allow it, showing insufficient funds on my sideeven though the money was visibly in the account. Later, I received a {$150.00} deposit from XXXX XXXX ( my employer ) to help cover urgent needs, and another {$150.00} from XXXX XXXX, the same person I originally sent the {$200.00} to. Both amounts were also frozen, even though they were sent after the account was already restricted and were unrelated to the original message. Since then, I have tried multiple times to use or withdraw any of the money, and Cash App continues to block all attempts. I have responded to their emails and cooperated with their requests, but I have not been given a resolution or any timeline. In total, {$500.00} of my money remains locked. This has caused me serious financial and personal stress. I am asking the Consumer Financial Protection Bureau to intervene and require Cash App to either release my funds or return the money to the senders.
Frequently Asked Questions
What is Complaint #14030619 about?
Complaint #14030619 was filed against Block, INC. regarding Money transfer, virtual currency, or money service specifically about Trouble accessing funds in your mobile or digital wallet. It was received by the CFPB on 2025-06-11T12:00:00-05:00.
How did Block, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against Block, INC.?
Yes, visit the Block, INC. company profile at readthecomplaint.com/company/block-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.