Consumer complaint received 2026-04-12 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: OH

Complaint narrative:
I am submitting this complaint to clarify and correct my previous submission and to report serious issues involving my personal Cash App account as well as an unauthorized account created for my minor son. My Cash App account was restricted and ultimately closed without any clear explanation, despite my repeated requests for clarification. I believe this action may be retaliatory, as it occurred after I filed a complaint with the Consumer Financial Protection Bureau. Additionally, I reported that a Cash App account was created for my minor son without my knowledge or consent. This is a serious concern, as minors are not permitted to independently open accounts, and any such account should require verified parental authorization. Cash App has provided conflicting and contradictory information regarding my role on this minor account. In prior communications, I was informed that the account was verified under my identity. However, in a recent response from a Cash App Complaint Specialist, I was told that I am not the sponsor of the account and therefore can not access any information related to it. These statements can not both be true. This contradiction raises serious concerns about how the account was created, verified, and managed. It also suggests potential failures in Cash Apps identity verification processes and compliance with regulations regarding accounts involving minors. Despite these inconsistencies, Cash App has taken adverse action against my personal account by restricting and closing it, while failing to properly investigate or resolve the unauthorized account issue involving my minor son. Cash App is also continuing to charge interest and fees on an active loan associated with my account while simultaneously preventing me from making payments. I have been unable to add a debit card or other electronic payment method due to account restrictions. I was told that I must pay by check or money order, which creates an unreasonable burden and risk, especially given that I do not have access to checks and do not feel secure sending a money order without proper assurances. Despite these limitations being imposed by Cash App, interest and potential late fees continue to accrue. In addition, even after my account has been restricted and closed, I continue to receive transaction requests, including being added to payment pools and receiving requests for money from individuals I do not know. I have attached proof of these ongoing requests. This raises serious concerns about Cash Apps security controls and their failure to properly disable account functionality after closure, as well as the continued exposure of my account to unauthorized third-party activity. To resolve this matter, I am requesting that Cash App provide a clear and documented explanation for the restriction and closure of my account, including the specific reason for their actions. I am also requesting a full investigation into the unauthorized account created for my minor son, including how it was opened, verified, and linked without my knowledge or consent. I am requesting that any unauthorized transactions associated with my account or my minor sons account be refunded. I am requesting that all interest, fees, and penalties associated with my loan be immediately waived for the period during which I have been unable to make payments due to account restrictions imposed by Cash App. I am also requesting that Cash App provide a secure, accessible, and documented method for me to repay my loan without penalty. Finally, I request that Cash App correct any inaccurate records associated with my identity and ensure that my personal information is not improperly linked to unauthorized accounts, and that all unauthorized access and third-party request activity is permanently stopped. Please refer to the documentation submitted with my previous complaint, as well as the additional evidence attached to this submission, including proof of conflicting statements, ongoing transaction requests, and account access limitations. I am seeking a fair and complete resolution to these issues.

Company response to consumer: Closed with explanation