Money transfer, virtual currency, or money service -- Trouble accessing funds in your mobile or digital wallet -- Complaint #17892605
Complaint Overview
Complaint ID: 17892605
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: Maryland
ZIP Code: 208XX
Date Received: 2025-11-24T12:00:00-05:00
Date Sent to Company: 2025-11-24T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: No
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I own and operate XXXX XXXX XXXX XXXX, a small design and custom window treatments business in Maryland. In XX/XX/XXXX, I processed XXXX legitimate client payments through Square : {$20000.00} from client XXXX XXXX ( Invoice # XXXX ) {$3100.00} from client XXXX XXXX ( Invoice # XXXX ) Both clients reviewed and approved written estimates, and both payments were tied to active, ongoing design and fabrication projects. I have written confirmation from each client showing estimate approval and project communication. A few days after these payments were made, Square suddenly deactivated my account without warning and froze a total of {$23000.00}. Their email stated they will hold these funds for 90 days and will not release them until XX/XX/XXXX. This action was taken even though : Both clients approved their estimates in writing Both payments were made through Square invoices Work is in progress on both projects Neither client intends to dispute the charge I can provide documentation for all activity I attempted to resolve this directly with Square, but their customer support refused to assist me. When I called, the representative disconnected the call when they saw my account was deactivated. Square will not connect me with their risk/compliance team, and their online appeals/verification forms are blocked for deactivated accounts, leaving me with no meaningful way to submit documentation or resolve the issue. Holding {$23000.00} of my business funds for 90 days creates severe financial hardship. This money is needed for payroll, materials, and project completion. Square accepted my customers payments, froze the funds without cause, and refuses to provide a fair review process or explanation. I am requesting the CFPBs assistance in requiring Square to : Conduct a real review of the documentation I can provide ( invoices, estimates, client approvals, and communications ), and Release my held funds as soon as possible, since these are legitimate and authorized payments with no indication of fraud or dispute. I can provide all supporting documentation, including the deactivation email, invoices, written client approvals, and project details.
Frequently Asked Questions
What is Complaint #17892605 about?
Complaint #17892605 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 2025-11-24T12:00:00-05:00.
How did Block, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was not 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.