Consumer complaint received 2026-03-04 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Problem adding money — 
Company: Block, Inc.
State: TX

Complaint narrative:
Re : Consumer Complaint No. XXXX To the Cash App Complaint Operations Team, I am writing in response to your XX/XX/year> letter concerning my complaint submitted to the Consumer Financial Protection Bureau regarding my Cash App account. Your response states that my account was found to be in violation of Cash Apps Terms of Service and Acceptable Use Policy, yet it also states that you are unable to provide any further details and that the decision is final. Respectfully, this response fails to provide a meaningful explanation for the restriction placed on my account and on my Social Security number. It leaves me in the position of being accused of violating a policy without any identification of what conduct allegedly occurred or which provision of the Terms of Service was violated. For more than a year, I attempted to resolve this matter directly with Cash App support. I tried repeatedly to obtain a Cash App Card and restore full access to the services your platform offers. When those attempts went nowhere, I even closed my account and attempted to reopen one in the belief that doing so might clear any technical or administrative issue associated with my account. Your letter confirms that I initiated closure on XX/XX/year>. I ultimately filed my complaint with the CFPB on XX/XX/year> after exhausting normal support channels without receiving any explanation or resolution. During the time I used Cash App, my activity was entirely consistent with normal consumer use. I used the platform to file my taxes through your system, participate in promotional offers such as the {$10.00} XXXX incentive tied to qualifying purchases, and send or receive money with friends and acquaintances. At no time did I knowingly engage in activity that would violate Cash Apps Terms of Service or Acceptable Use Policy. I have carefully reviewed those policies and remain confident that I have not violated any provision. Despite this, your letter indicates that my account was restricted and that my Social Security number has effectively been blocked from opening future accounts. This is a significant action to take against a consumer without providing even the most basic description of the alleged violation. While I understand that companies may protect certain internal fraud detection procedures, refusing to identify the alleged policy violation entirely prevents a consumer from correcting a misunderstanding, addressing a potential error, or disputing an inaccurate determination. A statement that a violation occurred without identifying the conduct at issue is not a meaningful explanation. Additionally, if this restriction is based on information about my identity, account history, or transaction behavior that has been used in a manner similar to a consumer report or risk profile, I would expect the determination to comply with the principles of transparency and accuracy that govern consumer financial services. Accordingly, I respectfully request that Cash App take one of the following actions : XXXX. Reinstate my ability to open and use a Cash App account, including eligibility to obtain a Cash App Card ; XXXX XXXX. Provide a clear written explanation identifying : The specific section ( XXXX ) of the Terms of Service or Acceptable Use Policy that you believe were violated The general nature of the activity that triggered the restriction ( for example : suspected fraud category, prohibited transaction type, dispute activity, or other policy category ) The approximate time frame during which the activity occurred To be clear, I am not requesting proprietary fraud detection methods or internal investigative procedures. I am simply requesting enough information to understand the basis for the decision affecting my access to financial services. I have attempted to resolve this issue patiently and in good faith for over a year. I have used Cash App as an ordinary consumer and have not engaged in prohibited activity. Being indefinitely restricted without explanation is not reasonable and does not reflect fair treatment of a customer. If this matter can not be resolved through reinstatement or a clear explanation, I will consider pursuing additional review through the appropriate consumer protection channels so that the basis of this restriction can be properly evaluated. I respectfully request that this matter be escalated for a full internal compliance review and that I receive a substantive response. Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation