Consumer complaint received 2025-10-28 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Block, Inc.
State: FL

Complaint narrative:
I am filing this complaint regarding XXXX  XXXX  repeated failure to process my legal name update and their apparent mishandling of my personal identifying documents. 

I first contacted Cash App in XX/XX/year> to update my legal name to XXXX XXXX, as reflected in my final divorce decree. Cash App instructed me to upload photos of my government-issued ID ( front and back ) and a selfie holding the ID through their secure XXXX link. I followed all instructions exactly and uploaded all required files. My divorce decree was also specifically requested and submitted as part of this process to verify my legal name change. 

Since then, I have uploaded the same documents XXXX separate times through the secure links provided by Cash App. Each time, I received confirmation that my documents had been received. However, shortly afterward, I continued to receive automated responses requesting the exact same documents again, with no acknowledgment of my prior submissions or explanation of what happened to the files they already confirmed receiving. 

I most recently re-uploaded all documents again in XX/XX/year>, including : My valid government-issued photo ID ( front and back ) My selfie holding the ID My divorce decree verifying my legal name change Despite this, I continue to receive the same repetitive email response from the same representative ( XXXX XXXX asking for the same documents again. She has also continued to incorrectly address me as XXXX even though my verified legal name is XXXX, which is clearly stated in all submitted documents. XXXX even sent me an email confirming that my documents were received, but she refuses to answer any of my questions about what was received, where the files are, or what has happened to the documents I sent. 

Before filing this CFPB complaint, I made multiple good-faith attempts to resolve this directly with Cash App. I spoke repeatedly with another representative named XXXX, who told me that XXXX from their XXXX  XXXX team had already reached out to me and that I needed to respond to XXXX directly. I explained multiple times that I had never received any email or message from XXXX, and I repeatedly asked XXXX to provide XXXX  contact information or have XXXX re-send the communication. XXXX refused to provide any contact details for XXXX, and instead closed my case claiming I was unresponsive and had failed to respond within the required timeframewhich was completely untrue, as I never received any communication from XXXX to begin with, and XXXX had received multiple responses from me within a day of each of his own emails. 

When I received no progress through customer support, I filed a complaint with the Better Business Bureau ( BBB ) in an effort to resolve the issue. Cash App responded through the BBB portal, but their response simply repeated the same scripted instructions to resubmit my ID again the same steps I had already completed several times without addressing the underlying issue or acknowledging my prior uploads. In good faith, I went ahead and uploaded all of the requested documents again and began working with a representative named XXXX. However, she has been sending the exact same scripted email repeatedly, never answering any of my direct questions. After confirming that she received my documents, she once again requested that I resubmit the exact same documents with no explanation, no clarification, and no meaningful follow-up. I also asked if there were any alternative ways to securely provide my documentation since they appear to be having consistent technical issues with their own system, but I have received no response or guidance regarding that request either. 

This issue has now been ongoing for over XXXX months, and Cash App has failed to take any meaningful action to resolve it. I am extremely concerned about the handling and security of my personal identification documents, as this pattern suggests they may be getting lost, misfiled, or attached to another customers file. 

I am requesting that Cash App : XXXX. Confirm they have securely received my government ID, selfie, and divorce decree, and properly associated them with my account. 


XXXX. Complete the legal name correction without further unnecessary delay. 


XXXX. Provide written assurance that my uploaded documents have not been lost, misplaced, or mishandled. 


XXXX Review their internal data and identity verification procedures to prevent similar issues in the future. 


XXXX. Offer an alternative and reliable means to verify customer identity when their upload systems fail.

Company response to consumer: Closed with explanation