Consumer complaint received 2026-06-10 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: PA

Complaint narrative:
On XX/XX/XXXX, I attempted to register a brand-new Cash App mobile wallet profile for the very first time in my life. I went through the standard identity verification protocol by providing my unique personal credentials ( full name, email, and SSN ). Instead of creating a clean, fresh profile under my name, Cash App 's onboarding system made a severe data security and identity management error. The system automatically merged my newly provided identity into an existing, active recycled profile that belongs to a completely unknown stranger. Upon logging in, I was shocked to find an unauthorized financial history from the years XXXX, XXXX, and XXXX ( as shown in the exported account report XXXX ), along with an active balance of {$45.00} that I did not deposit, which was subsequently used to purchase XXXX. When I brought this severe data breach to Cash App support, they claimed that this old history pulled up because it was linked to my current phone number by a " previous owner. '' This official explanation is completely impossible and technically fraudulent for a critical reason : I have legally and exclusively owned this exact phone number since XX/XX/XXXX. The strangers transactions on this account occurred in XXXX, XXXX, and XXXXduring the exact years this number belonged solely to me. This proves that either someone else used my active number without my consent years ago, or Cash App 's system mishandled identity matching through some other backend flaw. Cash App support formally acknowledged the system error but refused to take any corrective action to safely separate my identity from this stranger 's account. They stated that they " resolved '' the complaint and told me to simply click " Sign Out '' and abandon the profile. This is completely unacceptable and leaves my personal data under severe financial and tax liability. If I just log out, my SSN remains permanently hardlinked to a compromised fraudulent account with an active XXXX balance. This will inevitably trigger an automated IRS Form 1099-B tax event under my name for capital gains or losses generated by a stranger 's profile. I requested Cash App to provide a direct guarantee that my SSN, full name, and email address would be fully unlinked and protected from this ompromised profile, and that my active phone number would be released to let me use a safe, clean account. The company completely ignored my request and sent automated FAQ templates, refusing to manually separate my data. I demand that Cash App ( Block, Inc. ) : 1. Completely separate and purge my SSN, name, and email from this stranger 's historical transaction profile so I am completely removed from any future IRS tax liability. 2. Completely delete or deactivate this specific ompromised profile and release my phone number so I can safely use Cash App under my own verified identity without any stranger 's baggage.

Company response to consumer: Closed with explanation