Consumer complaint received 2024-10-14
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Block, Inc. (NJ)

To Whom It May Concern, I am filing a formal complaint against CashApp due to multiple issues, including improper charges, damaged goods, and the eventual unjust closure of my account.

Initially, I purchased a CashApp card, and a few days later I purchased a second. Youre only allowed to have one in use at a time, so the first one didnt ship or deliver, although I was not refunded for the card I didnt receive. I think that kind of refund should be automatic, I shouldnt have to reach out for that. The second card arrived, but it was damaged. I contacted customer service, requesting a refund for the card I didnt receive and a replacement for the damaged card. I was told there are no refunds for CashApp cards, but I insisted since I had never received the first card and should not have been charged. After much effort, I was finally refunded for the first card, I have proof of it being for the first card specifically. 

I was also assured that I wouldnt be charged for a replacement card, however, I was charged again. When I asked for a refund, the representative became unhelpful, providing generic responses regurgitating we do not give refunds for CashApp cards instead of addressing my issue. Out of frustration, I called this agent a garbage human because of the quality of service he was providing. This comment was made in reaction to poor service, and I immediately apologized afterward. It was an isolated incident and not representative of my normal behavior, I dont disrespect people even when they disrespect me. I would rather report the issue than be immature, I was momentarily immature and again, I apologized. Despite my apology, my account was closed for allegedly violating the Terms of Service and/or Acceptable Use Policy, and I think thats an unfair call. I am just assuming that thats the reason since they have yet to disclose with me the reason.

Given that my comment was a direct reaction to poor service and followed by an apology, I believe the closure of my account is excessive. The Consumer Financial Protection Bureau ( CFPB ) may understand that this was a single, regrettable moment of frustration, not a violation of terms that warrants such an extreme outcome. I trust that the CFPB will investigate to ensure that CashApp is applying its terms of service appropriately and fairly. I feel that I have been wronged, mistreated, and discarded as a customer. 

The entire experience has caused me emotional stress and frustration. It took days and hours of effort just to receive refunds for charges I should not have incurred, and ultimately, my account was wrongfully closed. I invested significant time in designing my CashApp card only to have it canceled without just cause, I would have to redesign it to get an active card to use again. Im more upset about the card itself than my account being closed, the card I designed is the reason I was going to use CashApp again.

I appreciate companies not allowing any form of abuse, but I think there should be exceptions. One person saying one questionable thing out of all the years of using all of these apps and services, I think there should be some grace. You can investigate my other accounts if possible to see if I am a respectable customer normally, because I am. 

Thank you for your attention to this matter. 

Sincerely, XXXX XXXX XXXX XXXX XXXX