Consumer complaint received 2025-07-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: Block, Inc.
State: TX

Complaint narrative:
Hello, I am contacting Consumer Financial Protection Bureau in regards to Cashapp who is a XXXX XXXX XXXX. I reached out to Cashapp through their AI ( Artificial Intelligence ) sometime in XXXX of XXXX in regards to the difficulties I have been facing with logging into my Cashapp account either through my mobile device ( XXXX that is associated with my Cashapp account ) or through their website online. On XX/XX/XXXX Lynx with Cashapp Support contacted me via email in regards to my complaint. 
Cashapp Support : This is XXXX with Cash App Support. I know our response was delayed, so thank you for your patience. Thanks for taking the time to reach out. I'd be glad to look into this for you.

Thanks for sending that information over. Im unable to reproduce this issue on my end. To make sure our team is getting all of the necessary information- could you provide a screenshot of the errors you received? Please be sure to blur or crop any sensitive information like full credit card numbers or account numbers.

You can visit take-a-screenshot.org XXXX XXXX XXXX XXXX XXXX for step-by-step instructions and visuals on how to take a screenshot from your particular device.

Let me know if you have any further questions about this Im more than happy to help.

I tried contacting Cashapp by phone a few times but was unable to speak to a representative, regarding to the email I received on XXXX I was having complications with uploading and sending my screenshots of the error messages I was receiving. A few days later, I was able to get back into my Cashapp account, so then Cashapp closed the case # is : XXXX number on XX/XX/XXXX. 
On, XX/XX/XXXX ( Sunday ) at XXXX I contacted Cashapp in order to request a refund for the transaction that took place earlier that day ( within an hour or so from when I called ). I spoke to two different representatives. The first call lasted for 14 minutes ( XXXX XXXX ) in regards to the refund request, and I was told it would take up to 10 business days to receive the {$13.00} refund. In total the transaction for XXXX ( location XXXX XXXX in XXXX, TX ) was {$27.00}. I had order my meal online and didnt realize the location to pick it up at was not the XXXX XXXX XXXX, but the XXXX XXXX XXXX in XXXX XXXX TX XXXX Therefore, I had to re-purchase my meal twice. I questioned the length of time it would take to receive a refund, but through Cashapps policies the standard time was within 10 business days. I then ask to speak to a manager, who I can ask to expediate the refund request, and the representative was very offensive and stated that the manager was going to tell me the same thing in regards to the length of time. I then said, please let me speak to a manager in regards to my request, and the phone hung up. I then called back on XX/XX/XXXX ( Sunday ) at XXXX, and spoke to a different representative and explained my concern with the refund request. I was told by this representative the same thing in which, the policy for refunds are within 10 business days. I then pressed the recording button my mobile device, because I wanted to record the conversation. The representative rudely asked, are you recorded me and I said yes. I then asked to speak to a manager about my request, and she refused to transfer me to someone higher up. She then said she would end the call if I didnt stop recording the call. I then said, all Cashapp calls are monitored based off why I was recording the call. Then she dismissed what I said, and still wouldnt allow me to speak to a representative. The representative then said, a manager will email me about my request, but that there is no way I can speak to someone higher up over the phone. At this point, I was frustrated because I felt to be getting the run around, and false and misleading information was being presented to me. The refund was issued the next business day, XX/XX/XXXX ( Monday ) of {$13.00}. 
On, XX/XX/XXXX ( Thursday ) I was having the same concerns with logging into my Cashapp account via my mobile number or through their website online. I contacted Cashapp on XX/XX/XXXX at XXXX, XXXX and XXXX ( Thursday ) in order to speak to a representative regarding my issue. Since, XX/XX/XXXX ( Wednesday ) I have not been able to receive any notifications of my Cashapp transactions and I wanted to mention this to the representative as well. When I called the representative walked me through the steps in order to see if my notifications for text messages ( XXXX ) and email ( XXXX ) was sent up in my Cahsapp account. It was, and has been since I opened the Cashapp account in XX/XX/XXXX ( XXXX ). The representative then walked me through the steps of my settings in my mobile number ( IPhone ) to see if the Cashapp app notifications was turned on, and it was. I havent had any concerns with getting notifications via email but with my text messages only. The representative then mentioned that he doesnt know what else could be the issue with me not being able to receive the notifications via text message. I said, I have been receiving them up until XX/XX/XXXX and now all of a sudden none of my transactions are being sent to my mobile number. I then asked him, the number ( XXXX ) is the number that has been sending me the notifications to my mobile number. The representative didnt comprehend my question, and didnt recognize the number I gave him. I was able to find the phone number that sends out the notification transactions when I had to identify myself by entering the verification code that was sent to my mobile number. The representative still wasnt able to explain to me the Cashapp number being used to their customers in order to receive transaction notifications. My problem was not addressed, and the representative didnt have any alternative methods in order for me to retrieve my transaction notifications. As of today, XX/XX/XXXX I have not been able to receive any transactions, such as purchases or money transfers since XX/XX/XXXX via to my mobile number. I am only able to receive transaction notification via email.

Company response to consumer: Closed with explanation