Consumer complaint received 2025-05-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: Block, Inc.
State: IN

Complaint narrative:
Complaint to the Consumer Financial Protection Bureau ( CFPB ) Subject : Unfair Account Closure, Ignored Fraud Claims, and Request for Reinstatement and Refund Block Inc. ( Cash App ) To Whom It May Concern, I am filing this complaint against Cash App ( Block Inc. ) for unfair and deceptive actions involving the closure of my account, denial of my right to open a new one, and refusal to investigate or reimburse me for fraud and identity theft that compromised my account.

At some point, my Cash App account was accessed without my permission. I was the victim of unauthorized access and identity theft, which I communicated to Cash App through chat and email support. Instead of helping me as a consumer in distress, Cash App permanently closed my account and barred me from opening any new accounts, falsely claiming that I violated their terms of servicewithout giving any proof or fair opportunity to appeal.

Since then, I have repeatedly reached out, asking them to review my case and reinstate my access, but Ive been repeatedly ignored or met with generic responses. I am now requesting the CFPB to take enforcement action to ensure the following : 1. Immediate reactivation of my Cash App account or the ability to open a new one under my name.

2. A full refund of any losses I incurred due to the fraudulent activity, and for being locked out of my funds/services.

3. An internal review of Cash Apps handling of fraud claims, as they refused to support me as a victim, even after I communicated that I was suffering emotional distress, including suicidal thoughts, due to this situation.

4. Accountability for deceptive and unfair business practices, including refusing to investigate valid identity theft reports or provide due process.

This situation is made even more serious by the fact that I was admitted to XXXX XXXX Hospital in XXXX XXXX, Indiana during this time, due to mental health struggles tied to the stress and emotional harm caused by Cash Apps actions. I communicated this as well, and they chose to completely disregard it, showing a lack of empathy, responsibility, and compliance with fair treatment of consumers.

Block Inc. is violating several U.S. consumer protection and financial laws by : Refusing to process valid fraud claims.

Enforcing permanent bans with no evidence or fair appeal.

Denying consumer access to their own financial tools/funds.

Ignoring known mental health distress tied to their actions.

I urge the CFPB to take immediate action to investigate this matter and require Cash App to do the following : Reopen or re-enable my account.

Refund all losses caused by this issue.

Provide an official explanation for their prior denials.

Commit to improved fraud-handling processes for future victims.

Please ensure Block Inc. is held fully accountable for their treatment of me as a consumer. I am happy to provide documentation, communication history, and proof of identity theft upon request. 

Thank you for your time and support. 

Sincerely, XXXX XXXX XXXX XXXX ( Last XXXX ) : XXXX Address : XXXX XXXX XXXXXXXX XXXX  XXXX, IN XXXX

Company response to consumer: Closed with explanation