Consumer complaint received 2025-07-09 00:00:00
Product: Prepaid card — General-purpose prepaid card
Issue: Trouble using the card — Problem adding money
Company: Block, Inc.
State: IL

Complaint narrative:
So on XX/XX/XXXX I was XXXX  until XX/XX/XXXX. So on XX/XX/XXXX I opened me a cash app account and I got a card sent to me because my identity was verified. So once the card arrived I was unable to activated it due to they needed to verify my address. I told them that I was recently released from prison with a valid XXXX XXXX XXXX XXXXXXXX identification card they give us so we would have valid identification but Cash app refused to accept it! I told them that I did not have any thing with my address on it so they refused to do anything else. So from XXXX all the way to the end of XXXX I sent in so much address verification from my new XXXX XXXX  checking account and the unopened and opened XXXX debit card mail. My new credit card information and bunch of hospital mail plus my prison papers and my valid state identification but they still did not do anything so I just closed the account. In the mist I was also inquiring about getting my old cash app account back so I was told this time to create a new cash app account so they could help me get back my old account. So I created a new cash app account and when tried to get back my old cash app account on multiple occasions I have been told different things to why they can't give me my old cash app account back but one thing for sure all the cash app support agents and managers all say one thing in common which is they can't grant me access to my old cash app account which has a hash tag of XXXX XXXXXXXX which is they can't grant me access to my old cash app due to security reasons and to protect my current account. I keep inquiring about what is the security reasons and what is the exact reason why but they will not give me a definitive answer or explanation. Then another agent told me to file a police report but refuses to tell me why or for what. How can they tell me to fill a police report if I don't have a reason of why because when asked by police what I am going to say Cash app told me to file a police report but I don't know for what. Then how are they trying to protect my current cash app account when I was told to create the account to get back my old account. How are they trying to protect me because I should be the judge of that. Now this current cash app account is doing the same exact stuff the first cash app account I opened in XXXX like I am not able to link my bank cards in my name to cash app. Now I do know my debit card that I tried to link was actually disabled but I did not know it at the time but it is working just fine now. My brother who lives with me is experiencing the same problems with his account by linking his bank cards so it has to be thye know we have the same address. Then we are only allowed to talk to upper cash app management through email only and not on the phone. Then cash app told me that I still have money in my old cash app account but I am not able to access it. I am demanding answers of why and the exact reasons for everything I mentioned.

Company response to consumer: Closed with explanation