Consumer complaint received 2025-04-06 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or missing disclosures — 
Company: Block, Inc.
State: MA

Complaint narrative:
I filed CFPB Complaint # XXXX regarding a {$1000.00} Massachusetts state tax refund check I deposited into Cash App on XX/XX/year>. That complaint detailed unacceptable delays, conflicting information from support reps, and a lack of transparency regarding my funds. Ultimately, the companys response closed the case with a dismissive and condescending suggestion to read the Terms and Conditions, along with the claim that they could not verify my identity. 

On XX/XX/year>, I discovered that Cash App had sent an identity verification request via email on XXXX XXXXthe same day the check was cleared and released to me. While this email was technically sent before their formal CFPB response, it was : Never mentioned by any of the multiple live support agents I spoke to Never referenced in the in-app chat Never flagged or prompted in the app where our conversation took place Sent from a third-party upload link with no in-chat warning, redirection, or authentication Let me be clear : not once did any representative I spoke with request confirmation of my identity. Not one asked me to provide documents, verify my name, or check my email. Yet they used that failureon their partas the basis for closing my case and denying further support. 

Whats worse : I submitted full screenshots and transcripts of those conversations with my original complaint. These clearly show that : I was using my account I was actively communicating No one ever mentioned verification And yet, Cash App somehow ignored this evidence entirely and claimed I could not be verified. 
Expecting me to check an email I had no reason to check is irresponsible, especially in a world where phishing scams are rampant and consumers are regularly warned NOT to send sensitive ID information through email links. For a financial services company to silently send a request for a selfie holding a government-issued IDwithout any confirmation in the secure in-app support chatis not only negligent, its downright dangerous. 

Had I responded blindly to that email, I could have easily sent my personal documents to a scammer. That risk lies squarely on Cash Apps failure to communicate responsibly. 

And then, to be toldafter all thisthat they could not verify my identity, while I was logged into my own account and actively conversing with multiple agents? Thats not just inaccurate. That is a manufactured excuse used to deflect accountability. 

Worse still, the company ended their response with the XXXX suggestion that I review the Terms of Service . So I did. 

Cash App Terms of Service Section 4 : Availability of Funds Cash App will make funds available to you as promptly and reasonably as possible... 
There was nothing prompt. 
Nothing reasonable. 
And certainly nothing transparent. 

Their handling of this case was marked by miscommunication, security negligence, and what amounts to victim-blaming. I was treated dismissively, denied a proper explanation, and made to feel responsible for their own internal failures. 

At this point, I would like to request that the representative who smugly advised me to read the Terms issue a formal apologyfor both the tone and the mistreatment that followed

Company response to consumer: Closed with explanation