Consumer complaint received 2026-04-09 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: TX

Complaint narrative:
I am submitting this complaint as a follow-up to a previous CFPB complaint ( Case # XXXX ) that was closed without resolution after XXXX provided an inadequate and misleading response. To summarize the original issue : I have been an XXXX customer in good standing for approximately XXXX years. I was recently prompted to complete an identity verification step when attempting to make an online purchase through XXXX, a retailer I have used with XXXX on multiple prior occasions. When I submitted my information including my name, date of birth, residential address, and Social Security Number XXXX 's system returned an error stating : " These details are already used by another profile. Please review and try again. '' This is my only XXXX account. I did not create any additional profiles. This error indicates that my personal identifying information, including my Social Security Number, may be associated with a fraudulent or unauthorized account. In response to my original CFPB complaint, XXXX claimed they were unable to locate my account using the information I provided. This is misleading. I am able to log into my XXXX account without issue. The issue is not that my account can not be found it is that XXXX 's own identity verification system is flagging my personal information as active on a separate account. XXXX 's response made no acknowledgment of this specific error, offered no explanation for why my information is linked to another profile, and provided no indication that any investigation was conducted. XXXX 's response also requested that I submit my personal information via email to XXXX. I do not consider this a secure or appropriate channel for submitting sensitive identifying information, particularly given that this complaint involves a potential identity issue. I would also note that prior to filing my original CFPB complaint, I submitted a help request through XXXX 's own online support form and received no response. Given that history, I have no confidence that emailing a generic inbox will produce any meaningful result either. XXXX has now had multiple opportunities to investigate this matter and has failed to do so at every turn through their in-app customer support, their online help form, and their response to a formal CFPB complaint. The potential unauthorized use of my Social Security Number and personal information remains completely unaddressed. I am requesting that the CFPB require XXXX to conduct a genuine investigation into why my personal information is flagged as active on a separate account, confirm in writing whether my information has been associated with any account other than my own, and resolve the issue preventing me from using my account. I am also requesting that any required information exchange be conducted through a verified, secure channel rather than a generic email inbox. It is also worth noting that the CFPB asks that I DO NOT include any personal information in this initial complaint form, including the information XXXX would need to find my account. I am happy to provide this information via the appropriate channels and I would have provided it in my original complaint had XXXX actually requested this information appropriately and in a timely manner.

Company response to consumer: Closed with explanation