Consumer complaint received 2025-02-04 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Block, Inc.
State: MD

Complaint narrative:
Complaint Against Cash App ( Block , Inc. ) for Inadequate Customer Service and Unfair Practices Violating the Consumer Financial Protection Act ( CFPA ) I am writing to formally file a complaint against Cash App, a financial services product owned by Block , Inc., for consistently inadequate customer service and engaging in unfair practices that I believe violate the Consumer Financial Protection Act ( CFPA ), which is designed to protect consumers from unfair, deceptive, or abusive acts or practices in the financial industry. 

Background : Over the course of my interactions with Cash App, I have encountered several issues that I believe constitute a violation of my rights under the CFPA. These issues include, but are not limited to, the following : Unresponsive Customer Support : Despite numerous attempts to contact Cash Apps customer support through various channels ( email, in-app chat, phone support ), I have received no meaningful resolution to my issues. On several occasions, I have waited for extended periods of time without a response or been directed to automated systems that failed to address my concerns. This lack of adequate customer service has left me with unresolved problems that continue to affect my financial transactions. 

Unfair Account Freezes and Restrictions : On multiple occasions, Cash App has frozen or restricted my account without clear communication or explanation. When attempting to resolve the issue, I received vague or generic responses that failed to explain the reasons behind these actions, leaving me unable to access my funds for days or even weeks at a time. 

Failure to Provide Adequate Dispute Resolution : When disputing unauthorized charges or issues related to transactions, Cash App has failed to properly investigate and resolve my claims in a timely manner. Despite the legal requirement to provide consumers with a fair and transparent process for addressing disputes, Cash App has ignored or dismissed my complaints without offering a clear path for resolution. 

Inconsistent and Misleading Information : I have encountered situations where Cash App provided conflicting or misleading information regarding their policies, fees, and the steps required to resolve issues. This has led to confusion and frustration, as I was unable to obtain clear and accurate guidance from the company, which is in direct violation of the CFPAs protections against deceptive practices. 

Request for Action : I am requesting the following actions be taken : Immediate Resolution of My Account Issues : Cash App should take prompt action to resolve any frozen or restricted account issues that have not been adequately addressed. Clear and transparent communication should be provided, including an explanation of the reasons for any restrictions and a specific timeline for resolution. 

Investigation into Customer Service Practices : Cash App should be investigated for the inadequacy of its customer service and failure to provide adequate support to consumers in need. This includes addressing long response times, lack of meaningful resolutions, and failure to provide adequate dispute resolution channels. 

Compensation for Inconvenience and Financial Harm : I am seeking compensation for the financial harm caused by the prolonged account restrictions, including any fees, lost funds, or interest accrued as a result of the issues with my account. Additionally, I request compensation for the significant inconvenience caused by the lack of customer support and resolution. 

Compliance with the Consumer Financial Protection Act ( CFPA ) : Cash App should be required to review and revise its policies and procedures to ensure compliance with the CFPA, specifically regarding transparency, fairness, and accountability in its interactions with consumers. This includes addressing its customer support processes, providing clear and accessible information, and ensuring a fair process for dispute resolution. 

I believe that the practices outlined above not only violate my rights as a consumer but also contribute to a broader pattern of unfair treatment that may be affecting other customers of Cash App. I urge your office to investigate this matter thoroughly and take appropriate action to ensure that consumers are protected from further harm. 

Thank you for your attention to this important matter. I look forward to your prompt response and resolution of my complaint.

Company response to consumer: Closed with explanation