Consumer complaint received 2025-02-19 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Problem getting a card or closing an account — Trouble getting, activating, or registering a card
Company: Block, Inc.
State: PA

Complaint narrative:
My Initial Message to Cash App : I filed a complaint with consumer financial protection bureau with complaint number XXXX. I filed the complaint with them because I want to reopen my cashapp card. My old cash tag was $ XXXX and my email is XXXX. I had filed a claim XX/XX/2024 because I did not authorize instacart membership and the claim was denied and my account was closed and I have not been able to apply for another cash app card since. Everytime I contact support, Im given generic info about I can possibly open another cash app card one day in the future ( no time frame provided ). I have since deleted the cash app account when I created this account ( $ XXXX ) and everytime I try to open a cash app card, it gives me an UNEXPECTED ERROR. PLEASE TRY AGAIN LATER. Im not trying to keep fighting the dispute, I just want to reopen my cash app card. This is not fair, I did nothing wrong but file a dispute on a charge I didnt make. I believe the I dropped my cashapp card outside my apartment. Not sure. But this isnt fair. Please help me reopen my cashapp card. 

Cash App Response # 1 : I understand your concern and appreciate you letting us know. I've logged this complaint for review and if you do not have anything else to add to this complaint, I'd like to continue assisting you with your support case. For reference, your case number is XXXX. 

If I don't hear back from you regarding this complaint, I will assume you recognize and understand the resolution. 

My Response # 2 : Hello is there any update on the case number XXXX Cash App Response # 2 : I have captured your issue as a complaint and I want to assure you that we have reviewed all of the information that you provided to us. 

While I have taken the action to address your concern ( s ), I will need to resolve the complaint portion of your case since no new information was provided. If you have new supporting information that you feel we should consider, we invite you to provide it. With that, I do want to share with you that your concerns have been documented, and will be used to improve our operations.

If you have any questions or concerns with anything else about your account separate from this concern, please let me know here.

My Response # 3 : Thats not fair. It wont allow me to get another cash app card, and the dispute was not my fault. Ive been asking you guys for a straight year and Ive been getting all types of answers about try again in ___ days.

You cant even give me an accurate time frame of how long I have to wait. One dispute that I didnt win for whatever reason, and Im banned. I did not commit fraud. I cant even contest the dispute to further prove my innocence because yall just quickly closed my account and provided me no information Cash Apps FINAL Response : I can assure you I looked into this thoroughly and examined all other options. Unfortunately, your Cash App Card has been deactivated. You may continue using Cash App to send and receive payments. 

Reasons for this decision may include your account history, transaction disputes, or other possible violations of the Cash Terms of Service ( https : //cash.app/legal/us/en-us/tos ). 

At this time we can not provide further details regarding your card deactivation, which we are unable to change at this time.

Company response to consumer: Closed with explanation