Consumer complaint received 2026-05-21 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other service problem — 
Company: Block, Inc.
State: TX

Complaint narrative:
Recently, I attempted to order a Cash App card to use for my account because I wanted to use the platform for my direct deposit. Ive had the account for years, but never considered getting a card for personal reasoning. However, recently, Ive decided to give it a try. Upon completing the application for a new card, I received an error message stating verbatim an error occurred. Please try again later. After 5 attempts, I decided to contact Cash App support in the app for assistance with this error. Upon speaking with the chat support agent about my concerns, I was advised that I needed to send over personal documents for verification purposes and once verified, I will be able to proceed with ordering a new card. I uploaded a copy of my lease which included the signature page, and I uploaded a copy of my drivers license which is current and valid. Once uploaded, the agent advised that someone from Cash App verification support will reach out to me via email once the concern is resolved. About 10 minutes later, after our interaction, I received an email from chat support stating the following : Your Cash App Card and direct deposit account have been deactivated. You may continue using Cash App to send and receive payments. Reasons for this decision may include your account history, transaction disputes, incomplete identity verification, or other possible violations of Cash App Terms of Service ( https : //cash.app/legal/us/en-us/tos ). At this time we can not provide further details regarding the card deactivation decision, which is final. Cash App Card Operations I became confused by this decision because Ive never violated any rules, never disputed any transactions and only used the account for the sole purpose to send and receive funds. So I decided to call Cash App support about this email for more explanation. I reached out via phone and spoke with an agent who then advised me that the reason for the deactivation is because their system was showing that my social security number was linked to two separate accounts and Im only allowed to have one. I was also advised that in order to assist me, I would have to cancel and close the account that I was no longer using and then Ill be able to order a Cash App card for my current account. I agreed upon this after getting guaranteed assurance. I was then transferred to a new agent who would take care of the cancellation of the other account. The new agent verified my information and proceeded to close the account. Once closed, he advised he would have to transfer me back to the card department so they can proceed to order me a new card. Once I got to the card department, I explained the situation, however, I was told that I am still unable to order a new card and that the deactivation was final. I became devastated and stressed because I felt discriminated against and was lied too. I had no reason to close my second account but based off of what I was originally told, I proceeded. There was no remorse or empathy from the Cash App support regarding the matter. I requested to speak with management, and management also proceeded to read the same email and advised there was no way to override this and that I was given misinformation. I lost money on the 2nd account and I lost my account due to misinformation. So now I am only able to send and receive funds with my current account and there is nothing Cash App support is willing to do inregards to the money I lost in my 2nd account, allowing me to order a new card in my current account and reactivating my closed account. This has left me extremely devastated, XXXX and XXXX.

Company response to consumer: Closed with explanation