Consumer complaint received 2023-04-08
Company: Block, Inc.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
Dear Cash App Support Team, I am reaching out to you today with a heavy heart. I have been a loyal user of Cash App for several years, and it pains me to have to write this email. However, I feel like I have no other choice but to voice my frustration and disappointment with the way my account has been treated. 

Back in XXXX, my account XXXX XXXXXXXX got banned unfairly. I appealed the decision, and after several attempts to reach out to your team, my account was eventually reinstated on XX/XX/XXXX. I was relieved to have my account back and quickly tried to resume using the services that Cash App provides. However, on XX/XX/XXXX, I realized that I was unable to access my cash card due to an internal error. I contacted your support team, and on XX/XX/XXXX, they were able to resolve the issue. 

Although my account was reinstated, it was still limited, and I was unable to buy Bitcoin or deposit via ACH since my routing number was not shown. This limitation persisted for over 40 days, and I reached out to your support team on numerous occasions to try to resolve the issue. 
However, on XX/XX/2023, during my chat with one of your agents, I was advised to close my account since I was still unable to buy crypto. I followed the agent 's advice and created a new account XXXX XXXXXXXX, which was immediately banned. I was then recommended to close that account since it was banned in error and I reopened XXXX XXXX. 

On XX/XX/XXXX, I received an email from XXXX XXXX from Cash App Specialty Support stating that my account XXXX XXXXXXXX had been re-enabled after re-reviewing my account. The email read, " After re-reviewing your account, we have decided to re-enable your Cash App account XXXX XXXXXXXX. You can now continue to use your Cash App account and all of its features. '' However, shortly after, I encountered another issue with the verification of my identity due to my social security being flagged by Cash App. I submitted my driver 's license manually, but three days later, XXXX from the Cash App Support Team misunderstood why we were doing a manual review and reset my account. XXXXXXXX XXXX email stated, " Your account has been reset. Please try verifying your account through the app and let us know if you need further assistance. '' I tried to verify my identity again through my social, but my account got re-banned unfairly. This was in response to my case IDs : XXXX and XXXX. 

I opened up another case, and the case ID is XXXX. On XX/XX/XXXX, I received an email from XXXX stating that my account would not be reopened. The email read, " Your Cash account has been closed and can no longer send or receive payments. Reasons for this decision may include your account history, transaction disputes, or other possible violations of the Cash Terms of Service. '' I am devastated by the way my account has been treated. I have been a loyal user of Cash App for several years, and I have never broken any of the terms of service. I understand that Cash App reviews all accounts and transactions for customers ' security and may restrict access to certain features or close accounts if they appear to violate the Terms of Service. However, I feel like my account was unfairly targeted and that your support team did not do enough to resolve the issue. 

As a long-time user of Cash App, I am reaching out to you with the hope that you will help me resolve this issue. I love using Cash App, and I want to continue to do so. I am willing to provide any additional information you may need to resolve this matter, and I would be grateful if you could take another look at my account to reconsider your decision. 

I kindly request that you unban my account XXXX XXXXXXXX, which was unfairly banned due to circumstances beyond my control. I have always followed the Terms of Service, and I believe that my account was targeted unfairly. I urge you to reconsider your decision and allow me to continue using Cash App, which I have come to rely on for my day-to-day transactions. 

I appreciate your attention to this matter and hope to hear from you soon. Thank you for taking the time to read my email, and I look forward to your prompt response. 

Sincerely,

Company response to consumer: Closed with explanation