Consumer complaint received 2025-09-11 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: Block, Inc.
State: AL

Complaint narrative:
Supplemental Information for CFPB Complaint Against CashApp XXXX. Timeline of Key Events Date Event / Notification XX/XX/XXXX Payment failed notification XX/XX/XXXX Overdue payment notification XX/XX/XXXX Account closed notification cited " violation of customer account agreement '' ( no details ) XX/XX/XXXX Loan overdue notification XX/XX/XXXX Payment failed notification XX/XX/XXXX Loan overdue notification XX/XX/XXXX Payment declined XX/XX/XXXX Payment declined XX/XX/XXXX Repayment missed notification XX/XX/XXXX Subscription payment declined XX/XX/XXXX Repayment reminder for {$530.00} XX/XX/XXXX Repayment missed notification XX/XX/XXXX Notification : " How to reactivate overdraft coverage '' XX/XX/XXXX Closed case notification XX/XX/XXXX Payment failed XX/XX/XXXX Loan overdue notification XXXX XXXX XXXX Late fees and interest continued to accrue despite account closure XX/XX/XXXX Final notice : account closed for " violation of terms of service '' ( no explanation ) XX/XX/XXXX Separate notification stating I could make payments via money order only XXXX Attempted contact with support multiple times, including appeals and complaints XXXX. Charges Applied Late Fees ( Sample Summary Full List Available on Request ) XXXX XXXX XXXX, 2025 Over XXXX late fees totaling {$35.00}, charged after I was locked out of repayment methods. 

Interest Charges Charged {$7.00} on the following dates : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX Total Interest Charged : {$67.00} XXXX. Actions Taken by Me Reviewed Terms of Service Found no policy I had violated. 

Contacted CashApp XXXX multiple times Initially received only automated responses. 

Requested to appeal account closure Was eventually connected to a human agent. 

Explained use of account : Direct deposit from employer Sending/receiving money with family and friends Paying bills Shopping Trading stock Loans and repayments Provided personal information Email address and activity summary. 

Asked multiple times for case review No detailed response ever received. 

Received only generic email replies citing " violation of terms of service. '' Stated impact on financial well-being No solution offered. 

Requested repayment instructions Was told to mail a check or money order. 

Cashed out funds and stocks out of necessity, then became unable to repay loans. 

Notified CashApp of intent to file complaint with CFPB Still received no resolution. 

XXXX. Actions Taken by CashApp Closed my account without notice or explanation ( multiple times mentioned " violation of terms '' ). 

Refused to provide specifics about alleged policy violations. 

Failed to respond to appeal requests in a meaningful way. 

Continued charging late fees and interest after cutting off account access. 

Limited repayment options to physical money order/check only an unreasonable method given the nature of the platform. 

Sent repeated automated responses rather than case-specific communication. 

XXXX. Impact on Me Inability to repay loans due to lack of access.

Continued accumulation of fees I could not prevent.

Lost access to direct deposit, funds, and investment holdings. 

Financial instability and stress caused by unexplained, sudden account closure. 

No viable path to resolution despite good faith efforts on my part.

Company response to consumer: Closed with explanation