Consumer complaint received 2025-08-06 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: AZ

Complaint narrative:
My original CFPB complaint number is XXXX Cash App responded to my original complaint with a delay tactic ( 60-day review ) and has locked out my ability to submit additional evidence or reply. They still have not allowed me to upload documents, and the core issue remains unresolved. 

I understand they have their legal allowed time to respond and I have my legal allowed complaint to ask for my time to stop being wasted. Just pay me what Im fairly asking for, please!! 






Correction : My name was mistyped in the original complaint. The correct legal name is XXXX XXXX This does not change the facts or supporting evidence. 


I want to make it explicitly clear that any settlement finalization, including delivery of agreement documents, signature requests, or confirmation of terms, must be conducted exclusively through this CFPB portal. 

This is non-negotiable. No communication or binding agreement outside this channel will be recognized. This ensures compliance, oversight, and full transparency. 



Cash app case numbers : Complainers case number XXXX escalated case number XXXX cash app support case number XXXX ( XX/XX/XXXX ) This issue has now been mishandled through XXXX ( XXXX ) separate internal case IDs, dozens of emails, verified documentation, and an ongoing refusal to engage through the CFPB portal as requested. I am submitting this full settlement request, which reflects updated emotional damages and new evidence. All supporting screenshots and email confirmations are available upon request. 


Company Abandonment of Internal Resolution and Improper Referral to Law Enforcement On XX/XX/XXXX, after repeated attempts to resolve the issue directly with Cash App support and through the formal CFPB complaint portal, the complainant received a written response from a Cash App representative instructing : You may be able to contact your local law enforcement, give the details of this transaction to them, and file a report Law enforcement can contact us using the resources at XXXX XXXX XXXX 

This response followed more than a dozen documented communications from the complainant, each clearly seeking a peaceful and structured resolution through proper support channels. 

The redirection to law enforcementdespite Cash Apps own internal acknowledgment of the name discrepancy and its connection to a broader systemic issuerepresents a formal abandonment of the companys duty to resolve a known issue using its own support infrastructure. 

Despite receiving an auto-response stating my support thread was closed, Cash App reopened my case the very next day a move that confirms someone read and acted upon my message. That message explicitly stated that all future communication should go through the CFPB portal. Their decision to reopen the case, while simultaneously ignoring my request and failing to follow up, confirms that my message was not only received but intentionally disregard This instruction to pursue a criminal or civil investigation over a clerical error that originated within Cash Apps own systemwithout any indication of fraud, theft, or wrongdoing on the part of the complainantconstitutes : A breach of good faith and fair dealing, Emotional negligence toward a vulnerable consumer with medically documented anxiety and active public assistance claims, And an unnecessary escalation that places undue burden on government resources for a mistake internally caused by the company. 

Moreover, Cash Apps refusal to respond via the CFPB complaint portal, as requested in writing, coupled with this referral to law enforcement, may be interpreted as a willful effort to avoid regulatory transparency and formal accountability. 

Conclusion This communication, now part of the official settlement record, is being used to demonstrate not only the complainants continued good-faith effort to seek resolution, but also Cash Apps escalating pattern of evasion, emotional disregard, and public risk transfer. This is now an added factor in the total claim for damages and reputational harm. 

Supplemental Statement to CFPB Complaint : Formal Resolution Proposal This message serves as an official supplement and clarification to my previously filed complaint against Cash App regarding a serious identity verification failure that occurred during a loan transaction on XX/XX/XXXX. 

Summary of Issue : I was able to borrow money through Cash App with a typo in my name. 
Immediately after borrowing, I received an email from Cash App stating : Your legal name now matches your profile name. 
This update occurred without submission of a photo ID, selfie, or any legal name change documentation. 
When I later attempted to correct the typo, I was blocked and required to submit photo ID, a selfie, and government documents ( e.g., court order ), despite not needing any of these to take out the loan or trigger a legal name change. 
This contradiction in identity verification protocols constitutes a major security failure and violates basic KYC ( Know Your Customer ) and BSA ( Bank Secrecy Act ) standards. 

I have contacted Cash App support multiple times ( XXXX emails and several phone calls ) and provided consistent information throughout. I also have documentation of the emails, screenshots, and timestamps showing : When the loan was initiated When the legal name update was confirmed via email When funds were transferred to my bank account My repeated attempts to correct the error Formal Resolution Request : To Whom It May Concern, As part of any final settlement, Cash App agrees to identify, provide, and pay for an independent third-party attorney to review the final NDA and contract on my behalf before signature. This is in addition to the net-after-tax compensation requested below and does not affect the final figure. In the event I do not retain legal representation, I am willing to return any allocated legal funds upon formal invoice request. 


While your delay in response falls within your lawful right under CFPB guidelines, it ultimately served only to strengthen my position. This additional time allowed me to further investigate, organize evidence, and uncover critical patterns that reinforce the scope and seriousness of this issue. 

As a result, my formal settlement demand is set at {$50.00} XXXX net, after taxes and any acquiable fees you may incur reflecting not only the original damages, but also the compounded negligence, delayed accountability, and expanded regulatory implications now supported by additional documentation. 

I remain open to a timely and discreet resolution. However, I must emphasize that time of continued inaction increases potential exposure and reputational risk on your end. 

While I am not currently aware of any confirmed impact to my government benefits, I would like to clarify that I am presently unemployed, experiencing medically documented anxiety, and have submitted applications for government food assistance and unemployment benefits all of which require legal name accuracy. 

The unauthorized change to my legal name triggered a severe panic response, including physical symptoms such as XXXXXXXX XXXX XXXX XXXX XXXX XXXX all of which aggravated my pre-existing XXXX XXXX. I have a documented history of XXXX  prior to this event, and the incident directly worsened my condition. 

At the time, I was already facing significant financial and emotional hardship. This unconsented identity change, involving a financial institution and lending product, created serious mental harm, not just distress. The fear, confusion, and instability it caused impacted my ability to function and contributed to a measurable decline in my mental health. 


I have documentation supporting all of the above, including : Medical records showing diagnosed XXXX  Government filings for benefits and unemployment Extensive written correspondence with Cash App Evidence that my legal name remains incorrect in the system An email stating the typo is now being treated as my legal identity The requested {$50.00} XXXX is the net amount I expect to receive in full. It is the responsibility of Cash App/Block Inc. to determine and cover any taxes, fees, or obligations required to fulfill this net payment. 

I am not pursuing this matter out of malice or greed. I am doing so because the situation has deeply affected my emotional and mental state and because I believe it is time that platforms take accountability when their systems fail real people at real moments. 

I am willing to resolve this quietly and respectfully. If no resolution is provided within one ( 1 ) business day, I will escalate to all legal and public channels necessary.

Just so Im clear, this net-after-tax condition applies to any and all future settlement offers, discussions, or agreements now and moving forward unless explicitly renegotiated in writing. 

As part of the settlement, I request full forgiveness and closure of the outstanding loan balance ( approximately {$100.00} ), which was issued under an invalid and improperly verified legal name. This loan, while minor in amount, became a central catalyst to significant systemic failures. It should be extinguished in full as part of this resolution. 

Upon acceptance of this settlement agreement and full payment of the agreed net amount, the matter shall be considered fully resolved. 

The undersigned shall not be subject to any further inquiry, retaliation, account restrictions, service limitations, or interference of any kind by Cash App ( Block, Inc. ), its affiliates, representatives, or agents. 

Furthermore, no internal or external actions shall be taken against the undersigned in response to this complaint, communication history, or settlement terms. 

This clause is binding and shall survive the settlement in perpetuity. 

I had every reason to go higher, but I wont because Im a man of my word. I gave you a number I believed was fair, and Im sticking to it. That was the deal before the fallout, and its still the deal now. But if we go to court or keep stalling that offer is gone.

Ps As of XXXX this is still ongoing, nor has a cash app rep called me personally to say lets get this fixed its important I feel like Im the only one taking it as a serious matter!!

Heres a summarized timeline : XX/XX/XXXX : I borrow money via Cash App Same day : I receive an email confirming a legal name change Following days : Repeated attempts to correct the issue blocked Present : Still unresolved typo still shown on my account Ive submitted ID, a selfie, and written declarations. Nothing has been fixed. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation