Consumer complaint received 2024-09-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Closing your account — Can't close your account
Company: Block, Inc.
State: NC

Complaint narrative:
I have been using Cash App for several years with no issues. I have never had a need to seek their help until a few weeks ago. I have used the service primarily for paying tips at airports, for XXXX drivers, loaning money to a family member or making donations online. Most amounts are under {$15.00}. Typically I load CashApp with the amount of money that I am getting ready to spend. 

On XX/XX/XXXX, I requested {$10.00} from my regular bank account ( XXXX  ) to make a donation. When I checked my bank account the next day, an additional {$10.00} was taken out on XX/XX/XXXX and again on XX/XX/XXXX. The additional {$20.00} did not make it into my Cash App account. I contacted Cash App via their CHAT, which was the only way that I could find to get support. I explained the situation, and they continually told me that it takes XXXX business days to show up. That has never been the case. It has always gone from my bank to Cash App instantly when I requested it, including the first {$10.00} on XX/XX/XXXX. I told them that something was wrong with their system or someone at Cash App must be stealing money. Their response continued to be the same, until it changed to " We have thoroughly investigated the situation and if you have nothing further, we are closing the complaint. At that point, I still had {$17.00} in my Cash App balance. I figured, okay, I will wait and see if they put the {$20.00} back in. I locked my Cash App account at this time. The additional {$20.00} they took out did not show up in my Cash App account. 

In the meantime, I reported this to my bank and after XXXX  days, they refunded the {$20.00}. 

On the XXXX I open Cash App with the intention of withdrawing the {$17.00} and closing the account. Instead I find that {$20.00} has been taken out of my Cash App account and left me with a negative {$4.00} balance. Again, I contacted Cash App and got the same runaround, only this time they said they could not close my account with a negative balance. I went through the same exchanges and again they repeated I needed to balance the account for them to close it. Again they said that they had thoroughly investigated the issue and told me the resolution. This went on more than once and they said if I had no further questions, they were closing the complaint. 

On the XXXX I get a message that a purchase for {$49.00} was declined due to a negative balance and did I recognize the purchase. I clicked on NO and then selected to lock my account, which I had done on XX/XX/XXXX. I called Cash App about this new situation and again was told until I balance the account, they can't close it. I told them to send me a bill and I will send them a check ( even though I don't owe them anything, they let these excess amounts be taken out ). They said I needed to balance the account in order for them to close the account and If I had no further questions, they were closing the complaint. I responded that there was no way I was going to put any more money in there just to have whomever is hacking my CashApp steal more money. 

Again they said that they had investigated my complaint and there were no issues. If I didn't have any further questions, they were going to close the complaint, but not my account..

Company response to consumer: Closed with explanation