Consumer complaint received 2025-07-16 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: VA

Complaint narrative:
On XX/XX/XXXX I went to open my Cash App on my device and saw that I was logged out. Not being able to login, I had to reset my pin/password to do so. Once that was reset, I was greeted with a black screen stating that my account was closed due to fraudulent activities. I contact customer service multiple times via phone and Cash App in app support ( once I was able to get past the black screen and being blocked from opening the app ). I spoke with someone over the phone and two " advocates '' via their chat. One was named " XXXX '' and this person was rude and condescending when inquiring about my account. Even telling me to contact my local police to complain to them. I have the screenshots of my interactions with this and other agents regarding anything with my account. None of the agents were able to tell me anything about these " fraudulent activities '' that got my account closed. I was told that it was closed on the XXXX of XXXX... which I thought was impossible because I still had access to my account prior to the XXXX of XXXX and after XX/XX/XXXX. 

With further digging, I found two emails that were caught up in my mail not from Cash App but from Cash Investing, LLC. Both of these letters were sent at XXXX am on XX/XX/XXXX, the first one read : " After careful review and consideration, your Investing account has been found to be in violation of our Customer Account Agreement. As of this date, your Cash App Investing account does not have a balance and your Investing account has been closed. There is no further need for action on your behalf. '' This is weird because I haven't invested with Cash App since XX/XX/XXXX -- which was the last time I sold my last stock/share.

The second email stated : " Your Cash App Card has been deactivated and any paychecks sent to your account in the future will be returned. Please log in to your account ( $ -- -- -- -- - ) for more info. '' As stated before prior to the XXXX of XXXX, XXXX, I still had access to my account, my cash app card was still visible in app and I had no idea that this happened. Well, today XX/XX/XXXX, I checked my mail and found an email response from their team regarding my appeal and it said : " Hi! there, XXXX here from Cash App support. Thanks for your patience during our delay! I know this is really important to you, I understand you have some inquiries regarding why your account is closed We conducted a review of your account. Based on that review, we have found activity that violates our Terms of Service ( https : XXXX XXXX 

As a result, your Cash App account will remain deactivated and you will no longer be able to use your account or its features. 

If you have an investing account and have questions, visit our Cash App Help Center at https : //cash.app/help ( https : //cash.app/help ) or contact Support directly through your app.

To withdraw any remaining funds : - Tap the Banking tab on your Cash App home screen - Tap Withdraw - Select an amount - Confirm with your PIN or Touch ID ( if enabled ) Your remaining funds will be available within 13 business days. If you opt to transfer instantly, your funds should arrive momentarily. 

For more help, visit our Cash App Help Center at https : //cash.app/help ( https : //cash.app/help ) or contact Support directly through your app.

If there's anything else you need today, feel free to reach back out anytime ; we're here to help and just one email away. 


Best regards, XXXX XXXX Support '' Well, no... I can't transfer my money out of my Cash App account because not only did they forcibly logged me out of the app in the middle of the night but they also unlinked my banking institution ( a credit union at that ) from my account. Also, this still doesn't answer my questions asked about my account and these so called fraudulent activities that occurred. Which is it... fraudulent activities or a Cash App Investing account violation? For the record Cash App and Cash App Investing LLC aren't the same company ; they function as different entities. I've filed a claim with other entities such as the BBB and they have yet to respond on there. There's literally no activities on my account outside of the usual ; online shopping, sending/receiving funds from relatives, paying small bills i.e. cellphone ... nothing on record that would even be flagged as fraudulent activities.

So I'd like clarity on what those fraudulent activities were, when did they occur, who besides me ( my account ) was affected by them and what policy of Cash App Investing LLC 's " Customer Account Agreement '' was violated by me when I haven't invested with them in over three years. Given that I've had my account since XX/XX/XXXX, and others are also experiencing this have older accounts then Cash App needs to fix this issue.

Company response to consumer: Closed with explanation