Consumer complaint received 2026-03-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: Block, Inc.
State: IL

Complaint narrative:
On XX/XX/year>, I received an email at XXXX from XXXX ( attached ) notifying me that I had funds available in a Cash App account registered under that email address. I was not aware of any such account and had never created or used one associated with this email. I attempted to log in using XXXX but was unable to access the account. To resolve this, I contacted Cash App support via in-app chat from my primary/known Cash App account ( associated with XXXX ) XXXX The initial support representative spent over 30 minutes before stating they were filing my concern only as " feedback '' rather than opening a formal case. I had to insist that this warranted proper investigation, given the email indicated funds in an account I could not access. The representative eventually transferred me to the Accounts team, under case number XXXX. Upon transfer to the XXXX team, I requested that a formal complaint be filed regarding the initial representative 's handling ( failure to escalate promptly and inadequate assistance ). The new representative ignored this request at least XXXX times. When I asked for the representative 's first name for identification purposes, they refused to provide it, citing policy. I am very uncomfortable with the fact that support agents are unable to provide a first name yet have access to all of our most sensitive personal information. I then requested a manager. Manager " XXXX '' contacted me via email. In her response, she stated vaguely that she had " filed a complaint '' but provided no details on what was filed, against whom, or the outcome. She repeated questions I had already answered in the chat, indicating she had not reviewed the prior conversation. Despite at least 5 requests for complaint details and my chat transcript, she completely ignored me, exactly like the agents before her. In no way is this appropriate behavior from any team, let alone a manager at a company managing our money. XXXX also stated that I would not be able to access " the account, '' without clarifying which account, the reason for denial, or next steps. She did not explain why the original email was sent notifying me of funds if access is impossible. This experience reflects serious deficiencies in Cash App 's customer support processes, including : 1. Failure to promptly and appropriately escalate issues involving potential account access and funds. 2. Repeated and intentional ignoring of reasonable requests at every level ( e.g., chat transcripts, agent identification, complaint details ). 3. Lack of transparency, accountability, and commitment to quality from support staff and management. 4. Apparent inability or unwillingness to resolve or explain access to funds in an account associated with my email. I am concerned that there may be an account in my name ( or tied to my identity ) holding funds that I can not access, which raises issues of proper account management, identity verification, and compliance with consumer protection standards for handling disputed or inaccessible balances.

Company response to consumer: Closed with explanation