Consumer complaint received 2025-10-23 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Block, Inc.
State: CA

Complaint narrative:
I am filing a complaint against Square , Inc. ( Cash App ) for the unjust closure of my account and the wrongful denial of my legitimate dispute claims. After I was scammed by a merchant, I utilized Cash App 's official dispute process, only to have my account permanently closed as a result. Cash App has failed to provide a specific reason for this action or a meaningful path to appeal, despite my numerous attempts. 

Summary of Facts : XXXX. The Underlying Fraud : Between XX/XX/XXXX and XX/XX/year>, I made XXXX payments totaling {$260.00} to " XXXX XXXX '' for a " XX/XX/XXXX '' subscription on a Grand Theft Auto ( GTA ) FiveM server. The service promised in-game benefits and boosted payouts. In XX/XX/year>, the server administrators wiped all player balances and inventories, effectively deleting the service I paid for. This is a clear case of " services not received '' and false advertising. I have attached evidence of the server announcement confirming this wipe. 
XXXX. Filing Legitimate Disputes : Following Cash App 's official procedure, I filed disputes for these XXXX transactions. I provided a detailed explanation and supporting evidence through the in-app chat system. 
XXXX. Retaliatory Account Closure : Shortly after filing these disputes, Cash App permanently closed my account, citing a vague " violation of Terms of Service. '' When I contacted support for an explanation, no agent could or would specify the exact violation. The closure occurred immediately after I exercised my right to dispute fraudulent charges. 
XXXX. Exhaustion of Internal Remedies : I have spent weeks attempting to resolve this through Cash App 's support channels : I have engaged in multiple, lengthy in-app chat sessions, each time being given scripted responses. 
I submitted a formal appeal on XX/XX/year>, which has gone unanswered beyond an automated " under review '' status. 
On XX/XX/year>, I sent a detailed, formal appeal email to XXXX and XXXX ( the latter address was undeliverable ). The only response I received was an automated message stating my " complaint was captured '' but that " no new information was provided, '' and the case was effectively closed. This dismissive response ignored the substance of my appeal entirely. 

My Argument : The Disputes Are Valid : I was a victim of fraud. The merchant, XXXX XXXX, failed to deliver the ongoing service I paid for. My disputes were filed in good faith for " services not rendered. '' I Did Not Violate Any Terms of Service : My account, active for approximately XXXX years, was used solely for personal transactions such as online subscriptions, food purchases, and sending money to my spouse. The only unusual activity was the act of filing the disputes themselves. 
The Closure is Unjust and Retaliatory : Closing an account simply because a customer uses the official dispute process to report a legitimate scam is a profound abuse of power and discourages consumers from protecting themselves from fraud. I have not initiated any chargebacks with my linked bank account, ruling out a common reason for closure. 
Lack of Due Process : Cash App has repeatedly refused to provide a specific reason for the account closure or the initial denial of my disputes, violating basic principles of transparency and fairness. 

Desired Resolution : I want Cash App to : XXXX. Immediately and fully reinstate my Cash App account with all previous functionality restored. 
XXXX. Re-open, review, and approve the XXXX dispute claims for the transactions to XXXX XXXX on XX/XX/XXXX ( {$56.00} ), XX/XX/XXXX ( {$70.00} ) & XX/XX/XXXX ( {$70.00} ), resulting in a full refund. 
XXXX. Provide me with a written, specific explanation for the initial account closure and dispute denials. 
XXXX. Compensate me for any instant transfer fees incurred while withdrawing my remaining balance under duress due to the closure. 

I have attached all relevant documentation, including chat logs and evidence of the scam. I have tried in good faith to resolve this directly with Cash App, but their internal process has failed. I request the CFPB 's assistance in securing a fair and just outcome.

Company response to consumer: Closed with explanation