Consumer complaint received 2025-04-18 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: OR

Complaint narrative:
In XX/XX/XXXX, I first contacted Cash App regarding an issue with my sponsor account, which is directly tied to financial support for my child. At that time, I was instructed to upload front and back images of my government-issued ID, which I submitted. I did not receive any follow-up or resolution after providing the requested documentation. 

On XX/XX/XXXX, after weeks of no communication, I followed up with Cash App through their in-app support system. Instead of resolving the original issue, I was asked to upload even more invasive documentation, including a selfie holding my government-issued ID and front and back images of my debit card. 

This second request was made without any clear justification, explanation of security protocols, or reference to an official company policy. I was not informed how this data would be used, stored, or protected, nor was I provided any opt-out option or rights under applicable privacy laws. I communicated with XXXX representativesone named XXXX and a supervisor who identified herself as XXXX. When I asked why my debit card was required, I received vague and evasive responses. After I informed the supervisor that I was recording the call for documentation purposes, the call was abruptly terminated. 

For added context, I had previously used my debit card on the account without issue. However, for security reasons, I did not keep my card permanently linked to Cash App. When I sent money to my son through his sponsored account, I would temporarily link my card, complete the transaction, and then unlink it. This was my personal security preference and had never created a problem before. I do not know whether this pattern triggered Cash Apps request for excessive documentation, but regardless, the information they requested was disproportionate, suspicious, and unsupported by any visible policy. 

Due to these concerns and Cash Apps lack of transparency, I unlinked my debit card entirely and changed my Cash App PIN. These actions reflect my loss of trust in the platform and my concern that my personal and financial information may have been mishandled or at risk of unauthorized use. 



Pattern of Negligence Legal Background : My experience is not isolatedit reflects a broader pattern of consumer data mishandling and customer neglect, supported by XXXX recent legal actions : XXXX  XX/XX/XXXX {$15.00} XXXX Data Breach Class-Action Settlement Cash App settled claims following unauthorized access to users sensitive information, due to negligence and internal mishandling. 
XXXX. XX/XX/XXXX {$170.00} XXXX CFPB Enforcement Action The Consumer Financial Protection Bureau ordered Block , IncXXXX to pay {$170.00} XXXX after finding systemic failures in addressing fraud, protecting accounts, and responding to consumers. Of this, {$120.00} XXXX was designated for consumer restitution. 

Despite these significant enforcement actions, my experience indicates that Cash App has failed to implement necessary reforms. Its data collection and customer verification practices remain invasive, opaque, and potentially harmful, placing users like myself at ongoing risk. 



Other Agencies Contacted : Federal Trade Commission ( FTC ) Report # XXXX ( filed XX/XX/XXXX ) XXXX XXXX XXXX XXXX Consumer Protection Section ( filed XX/XX/XXXX ) XXXX XXXX XXXX Complaint ID XXXX ( filed XX/XX/XXXX ) Requested Action : I am requesting that the CFPB : Launch a formal investigation into Cash Apps continued misuse of personal and financial data Determine whether its document verification and data retention practices violate federal consumer protection and privacy laws Require monetary compensation for the time lost, potential identity theft exposure, emotional distress, and failure to act responsibly Enforce public policy transparency and correction to ensure proper security standards are upheld I affirm that this information is accurate and submitted in good faith. I have retained all relevant records and communications and am prepared to escalate this matter through all appropriate legal and regulatory channels.

Company response to consumer: Closed with explanation