Consumer complaint received 2026-05-01 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Block, Inc.
State: TX

Complaint narrative:
My account had a complete takeover in XXXX a hacker game controller my account without my knowledge throughout a month 's period and with through multiple amounts out of my cash app balance that was paid peer-to-peer to me they were for donations from my mother 's funeral to help put her in the ground anyhow they accuse me of money laundering and since after the day they gave me a final withdrawal account transfer I disputed all the unauthorized withdrawals that the hacker used to their bank account I no longer have access to the cash tag or email or phone number I forgot the cash tag it's been so long because they permanently blacklisted my account I have no problem complying to myself with the funds come from but they refuse to give me a transaction history and it refused to give me any access to my accounts that are verified with my DL and SN I've asked them to escalate this to a identity theft tear support team or someone with a jurisdiction in their department to actually help me in my case I have lost money that was donated by people and it was multiple people I had to go fund me set up but I have people send it to my personal cash app instead of having to pay the XXXX fee but anyhow catch up didn't want to hear that at the time their AI automatic system detection said I was laundering money but cash app support just hangs the phone up on me I can't give them the email cash tag or phone number but I can give them every bit of my identity I got my birth certificate social security card my ID driver 's license social security number my ID number and they will not escalate to search for my account I'm not asking to appeal the closure I'm very discouraged because I had my account taken over and my money stolen and the hacker was so good I didn't even notice on my own device that the response being taken for my account throughout a month. I don't know how to explain what the XXXX did I'm not the actor I'm the victim and catch up support team has refused to help me in any way and at the time they double locked my account now a t o s they refuse to give me any information I'm pretty sure I'm not going to response by letter but if I need to send another one to their mailing address to enforce this I don't know what to do I'm at a standstill and I'm relying on cfpb to help me please all I'm asking is for them to give me back access to the verified account that was initially and violation of the original terms and services that caused all the other counts that I tried to make since then be in violation of terms because their system support team told me to create a cash out and talk to the chat support well that doesn't do you no good because I can not verify any account to say who I am I'm permanently barred blacklisted in my account and I can not give you the exact amount of money stolen because it was a disputed unauthorized transactions of multiple transactions the sun was greatly over XXXX Plus but I did on the final withdrawal use my cousin 's banking direct deposit cuz they had a time limit set on me and XXXX the {$2800.00} that was remaining a very discouraged they refused to help in any way refused to locate the accounts verified with my social security number I'm willing to provide any documentation saying who I am I have no problems dealing with the Federal government or law enforcement I can prove who I am and that the account was paid payments into my name and my social security number legally my money I can't get the iRS to get all transaction history from Cash app so I'm trying to prevent any type of further fraud in any way or tax fraud simply cash app refuses to release any documents I know that the case seems sketchy but they did have in every way the account block XXXX and I'm sure that the undisputed unauthorized transactions were not me and no connection to me and I disputed every single one of them as cash app support team told me to. I'm not wanting to go to the escalation of the lawsuit filed against cash app due to security issue breach and their security not handling fraudulent accounts or takeovers properly because XXXX is not nowhere near the money that was stolen from me and I was not told or notified about it. Cash that basically barred me since that day I believe that they made the account inaccessible permanently to hold the funds that were disputed into their name I feel catch up as stolen for me because they prevented me from getting my money back in the first place and then they're XXXX lawsuit civil suit is nowhere near what they put me through and what I've lost I was not even able to bury my mom I had to cremate her cuz that's how bad I got done. I'm willing to prove and give any information that is needed to them but they still do not care the chatbot support team on the app do not help they hang up the phone even when I asked the cash app support team to escalate it to the Identity theft protection team whatever they're called they just refuse to hang up or ignore me when I say are you going to just ignore me and they just will not give me no answers I'm sure I've given them accurate information about the account but they just freeze and they freak out and they treat me like I'm a criminal and they're not helpful I'm not a fraud I'm not a hacker I'm not trying to get anything other than what's mine return to me and if it is not been returned into the enclosed or barred account I need to figure out what I need to do because cash that prevented me from following the precise measures to getting my money back to me in return it is illegal for them to steal my money they have not given me any answers to where my unauthorized funds are from the disputed that I had made on the initiative day upon getting into the final withdrawal account. I followed their instructions and all it did was keep me in prevent me from any way and I didn't even have enough time or not knowledge of how to handle identity that or a complete account takeover at the time I didn't notice screenshot every single thing when I only had a couple hours to get the money out of the account I didn't think the account wouldn't be inaccessible ever again right I didn't verify to the team that got me into the final withdrawal team in recovery of my funds that I was who I was so why did they ask you like the situation into been in the person that got stolen from cash app I believe stole the money and my eyes either way it's their fault that I haven't got my money or returned my money that is in my name that was stolen out of my verified of cash check account the account that was originally verified with my identity but I have multiple accounts since then I've tried to make multiple accounts to get them to help me with this and that obviously caused a problem cash uapp support team never told me that creating another account like they told me to do so to gain access to the chat bot support team would cause more problems and then more chaos and to getting my recovery of my funds I'm willing to give any documentation I'm very discouraged that cash app is refusing to help me and I am who I am and I am the rightful owner of that money regardless of whatever they say if they had a terms of violation of what they say money laundering why has the federal government not contacting me about this situation why is the cash app not notified me about the verified accounts mailing address that's on the account originally listed I have a mailing address you know they could have gave me a notice in the mail of this whole situation because whoever the hacker was it seems to me was a cash app support agent themselves I used their cash app official phone number now you tell me that it you got a cash app support member that is willing to sabotage a customer 's balance and money that they couldn't do so it is a possibility it seems to me that they refuse any help to me that's stealing for me no matter which way I see it they're supposed to protect their customers not attack them

Company response to consumer: Closed with explanation