Consumer complaint received 2026-04-30 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Problem adding money — 
Company: Block, Inc.
State: AL

Complaint narrative:
I am submitting this complaint because the issue remains unresolved and the companys previous response was inconsistent with my documented interactions. I am unable to add funds to my account and unable to add a new debit card, which prevents me from using core features of the service. I have contacted Cash App multiple times through both chat and phone support. During every interaction, I was required to verify my identity and my account ownership was confirmed. This is evidenced by the fact that support agents were able to access and discuss my account and that I was able to obtain chat records of those conversations. Despite this, the company later claimed they were unable to verify my identity in response to my prior complaint. This directly contradicts their prior handling of my account. After further contact, I was told I am unable to add a new debit card because I have added too many cards. However, my previous card was compromised due to fraud and is no longer usable. The company has not provided any reasonable method to replace this compromised payment method. Additionally, the application requires me to add a debit card or bank account in order to use features such as sending or transferring money. At the same time, the company is preventing me from adding a new card or bank account, creating a situation where I am blocked from performing required actions while also being denied the ability to complete them. The company has failed to : * Provide a clear and consistent explanation for restrictions * Provide a resolution after identity verification was completed * Provide a way to replace a compromised card * Restore access to core account functionality This has effectively restricted access to my account without a clear or consistent explanation. I am requesting restoration of full account functionality and a clear explanation of any restrictions applied. During a recent interaction, a Cash App supervisor acknowledged that there is a limit on how many debit cards can be added to an account and agreed that customers are not notified when this limit is reached. This lack of disclosure is a significant issue because my previous debit card was compromised due to fraud and is no longer usable. When I attempted to add a replacement card, I was blocked without any prior warning or clear explanation. Additionally, the application requires me to add a debit card or bank account in order to use core features such as sending or transferring money. However, Cash App is simultaneously preventing me from adding a new payment method due to this undisclosed limit. This creates a situation where : * I am required to add a payment method to use the account * I am prevented from adding a payment method * I was never informed of any limit that would cause this restriction A supervisor has confirmed this policy exists but also acknowledged that customers are not notified when they reach this limit. This lack of transparency and failure to provide a reasonable alternative has resulted in my inability to access and use my account.

Company response to consumer: Closed with explanation