Consumer complaint received 2025-10-22 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Block, Inc.
State: SC

Complaint narrative:
On Monday XX/XX/XXXX, I purchased bitcoin through CashApp so that I could follow the process of an academic library archive for payment through CashApp. When I went to make the payment to the company, the identity verification failed. I realized this was because the name on the account. did not match the name on my identification. 

When I set up the account I put in a nickname for the first name instead of my legal name, and Cashapp never requested legal verification. I have used Cashapp since then without any issues. 

In XXXX, WITHOUT GETTING A DIVORCE, I had my name legally changed through a court order. This name change changed my first, middle, and last names, even though I was married ( and am still married ). This court order shows my original first, middle, and last names from my original birth certificate AS WELL AS my married name, but for some reason says I was divorced under married name since I wasn't using that name any more ( which may be the source of the confusion. But my name was change via a court order and not a divorce. I am currently married. 

I have submitted the forms that CashApp requires for a legal name change via a court order. The sealed document I have submitted shows all prior names used and shows that it was changed legally through a court action and it also shows what the current name is. 

I contacted CashApp assistance on XXXX  via chat and was told how to submit the forms. They were submitted XXXX. 

On XXXX, I received an email that said : " Hello, I need additional information to update the legal name on your Cash App account. 
- Divorce Decree : Include the pages that show the stamp, seal, signature and date as well as name restoration, including former name. '' I realized that they were confused and did not understand how court ordered name changes worked. I called customer service and was told to reply to the email thread and that they would " escalate '' my issue. 

I replied to the thread and explained : " Hello. My name change was the result of a legal court order ( which I have already submitted ), not a divorce, and my full legal name is ... '' I got a reply yesterday that said, " Unfortunately, I need additional documentation to update your legal name in Cash App. Since you have had different legal names over time, please provide documentation that shows the progression from your current account name and other legal names before the current legal name youre needing it to be updated to. We would need a supporting document which can verify your name being changed from [ nickname ] to [ a mashup of my prior names but not anything that has ever been my legal name ] ( Name change judgment, marriage certificates, divorce decree ) or other supporting legal name change documentation. - Divorce decree. '' As you can see, I had already submitted the document that showed my legal name, and also I note that the XXXX legal names they referenced needing documentation for have never been my legal name. 

Again, I wrote back : " Hello! My legal name has NEVER been [ weird mashup ] OR [ Nickhame ]. [ First name ] was the nickname I used to use but it was never my legal name and as such was never verified. Both my maiden name AND my married last name are shown on court order. You have all the information you need on the document I sent you, as court-ordered legal name changes erase all prior legal names I have had in the past, making it as if it had been your name since birth, and all my current documents have that name. My actual birth certificate even says [ my current legal name ] now, because a court-ordered legal name change does that. Please tap in a supervisor or find me someone who understands the court-ordered legal name change process. '' This morning, instead of actual assistance, I received the same message from them, disregarding my request for a supervisor support and again requesting a divorce decree. ( Note : I am married, and have already submitted a legal court order document to Cashapp for a name change that was processed in XXXX. ) I am unable to get my name changed even though I presented a court-ordered name change document showing all prior legal names used. 

I am unable to transfer the tiny amount of bitcoin I never would have purchased if not to make a small transaction. 

My bitcoin is dropping in value and I will have to add more in order to make the transaction because it has taken time to do a simple task. 

I have not been escalated to a supervisor or different team despite XXXX chat, XXXX phone, and XXXX email requests to do so.

Company response to consumer: Closed with explanation