Consumer complaint received 2026-04-07 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other service problem — 
Company: Block, Inc.
State: CA

Complaint narrative:
b'I originally found out that my telephone number XXXX is linked to someone else elses account in fact that account is my granddaughter who has her own phone number and her own account when I attempt to add my phone number to my account I never get a code text to me and I have called Cash app they told me I could only speak to a supervisor via Email I have corresponded a few times email with someone named XXXX who has not resolved the issue of my phone number that is on my account is not bringing up my name is bringing up someone elses name and I keep getting emails saying that they have done all they can and they list how unfortunate is that Im not satisfied with the resolution that they are providing which means Im Stuck with an account that is registered to my phone number but is not listed with my name on the account. ill let you see. below will be copies of the emails between me and cash \n\nFirst one on XXXX XXXX from cash app\nHi XXXX This is XXXX and I am a manager from Cash App Support\n \nI completely understand your frustration and I want to make sure you get the best possible resolution for your concern related to your phone number being associated to another account and that you can\'t get in to see the XXXX dollars notification you mention.\n\n\nIt looks like this is a recycled phone number, meaning it previously belonged to another Cash App customer. \n\nTo resolve this:\n\n1. Open Cash App and select the profile icon in the top-right corner\n2. Select Personal\n3. Select Add Phone or Email to add your new phone number\n4. Enter the 6-digit confirmation code you receive\n5. Select Continue\n6. Select Transfer\n\nYour phone number will then be unlinked from the previous account and added to yours. However before you complete these steps I would like to ask you where you are receiving the notification of the XXXX dollars. Is it through your email or phone number? Please reply back letting me know that, if possible please confirm the phone or email where you received the notification. \n\nBest regards,\nXXXX\nCash App Manager\n\nthread::XXXX:\n\nfrom me \n\nIndie b \nXXXX XXXX XXXX XXXX (5 days ago)\nto Cash\n\nAs I told the call center rep I have attempted to do that several times and I have yet to get a code generated from Cash app I would appreciate if someone would give me a call at XXXX because this is not a recycled number I got this numberyears ago I think it was XXXX \n\nfrom cash app\nHi XXXX,\nThis is XXXX . Manager from Cash App Support.\nI hope you\'re having a good day. I\'ll be more than glad to assist you!\n\nI understand how important it is for you to get a phone call to get this resolved so you can access the account so after reviewing let me share with you the following. \n\nThe best way to contact Cash App Support is through the app, or you can reach us by calling XXXX XXXX XXXX. Voice support is available daily XXXX XXXX XXXX ET.\n\nFor more ways to reach out check out Contact Cash App Support here (https://cash.appXXXX.\n\nPlease know that no one representing Cash App will ever ask you to provide your Sign-In Code, PIN, send a payment, add funds to your balance, make a purchase, or complete a "test" transaction of any kind over the phone, on social media, or through any other medium.\nI hope this helps you! If there\'s absolutely anything else I can do, let me know, I\'d be glad to assist you further. I wish you a lovely day, stay safe.\n\nBest regards,\nXXXX \nCash App Support Manager\nReview our FAQs at https://cash.appXXXX::\n\nFrom me\n\nXXXX XXXX \nXXXX XXXX XXXX XXXX (5 days ago)\nto Cash\n\n I will advise my clients not to send me any more money via Cash app Ill usXXXX XXXX XXXX XXXX because this doesnt make sense I shouldnt have to go through all of this its XXXX and I address this issue a month ago or so and for you to tell me to go in and put my number in there and Ive done that today and your system does not generate a code to my phone number so something is wrong and somebody needs to look into it but since thats not possible Im just gonna advise people not to send money to me through Cash.\n\n\nfrom Cash app\nHi XXXX,\n\nThis is XXXXXXXX again, and I am a manager with Cash App Support.\n\nI completely understand your frustration and you\'re unable to receive your code on your phone. I appreciate you taking the time to reach out and let\'s work together to see what we can do to help.\n\nI want to make sure we can get this resolved as quickly as possible, so Ive escalated your case for further review.\n\nIll follow up with you as soon as more information is available. Thanks for your patience while we work to find a solution!\n\nIf you have any other questions or if anything else comes up, please don\'t hesitate to reach out to us.\n\nKind Regards,\n\nanother from cash app\nHi XXXX,\n\nThis is XXXX again, My name is XXXX, and I am a manager with Cash App Support.\n\nI completely understand that you are continuing to have issues linking your phone number. I appreciate you taking the time to reach out and let\'s work together to see what we can do to help.\n\nCan you confirm what is the phone number you\'re trying to link to?\n\nfrom me\n\nIndie b \nXXXX (2 hours ago)\nto Cash\n\nXXXX XXXX XXXX\n\nfrom cash app\nCash App Support\nXXXX (1 hour ago)\nto me\n\nHi XXXX,\n\nThis is XXXX again, and I am a manager with Cash App Support.\n\nI completely understand that you are continuing to have issues linking your phone number. I appreciate you taking the time to reach out and let\'s work together to see what we can do to help.\n\nCan you confirm if you have access to your account please?\n \nIf yes, follow up this steps \n\nIt looks like you\'re trying to add a recycled phone number to your account, meaning it previously belonged to another Cash App customer. \n\nTo resolve this:\n\n1. Open Cash App and select the profile icon in the top-right corner\n2. Select Personal\n3. Select Add Phone or Email to add your new phone number\n4. Enter the 6-digit confirmation code you receive\n5. Select Continue\n6. Select Transfer\n\nYour phone number will then be unlinked from the previous account and added to yours.\n\nSide Note XXXX ive had my mobil number before cash app went into business, so I am the only one who had an account with my phone number and the person they are referring to is XXXX XXXX XXXX XXXX who has her own mobil number and account.\n\nback to correspondence between me and cash app\n\nFrom me (regarding trying to add my mobil number to my accoutn\nIndie b \nXXXX (1 hour ago)\nto Cash\n\ni have yet to get a code from cashapp so please stop sending me the same suggestion you sent before which i m sure i noted before, i have yet to get a code from you.\n\nFrom CAsh App\nCash App Support\nXXXX (1 hour ago)\nto me\n\nHi XXXX \n\nThank you so much for replying back I\'ll be following up on your case\n\nI 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. \n\nWhile 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.\n\nIf you have any questions or concerns with anything else about your account separate from this concern, please let me know here.\n\nBest Regards\nXXXXnCashApp Support Manager\nReview FAQ: https://cash.appXXXX:\n\n\nfrom Me regarding 3 images i attached\nXXXX XXXX \nAttachments\nXXXX (1 hour ago)\nto Cash\n\nplease note attached photo that shows i initiated a request for the code at XXXX\n\nthen note at XXXX no text from cash app with a code \n\nin fact not on pic at XXXX i have never gotten a text from cash app with a code.\n\nand i asked for a call but since it seems you all cant fix i will not use cash app.\n\nCASH APP last message emailed to me\nHi XXXX,\n\nI acknowledge that you would prefer a phone call interaction, and I truly understand your preference. At this time, supervisor escalations are handled exclusively through email communication.\n\nAfter reviewing your previous message, I can confirm that we have thoroughly investigated your concerns and provided an outcome to the issues you raised. \n\nWe understand that you may not be satisfied with our final response to your complaint. \n\nNow that were closing this case, youll need to start a new support case next time you need help. Heres how:\na. In your app (https://cash.appXXXX)\nb. Call us at XXXX\nThank you for contacting Cash App Support. Please dont hesitate to reach out again if you need further assistance.\n\nWarm Regards,\nXXXX\nCash App Support Manager.\nReview our FAQs at https://cash.appXXXXXXXXend of email messageXXXX\n\nthe out going message when i call in is that i have a balance in my account that isn\'t true it showing a balance from another account.\n\nLike i noted and stated over the phone i haven\'t gotten any code to add my own mobil phone number to my account.\n\nthe responses i am getting from managers are generic and fail to address the issue. But I am unable to speak/communicate with someone who can fix my account. \n\nI just off the line with cash app, and they now tell me to get the other person to call and detach my phone number from there phone... they even told me to change my phone number. Which means we are being handled by individuals that aren\'t very brihgt... why would i change my phone number that i have had for almost two decades.\n\nthe public deserves better.\n\nSincerely \n\nXXXX

Company response to consumer: Closed with explanation