Consumer complaint received 2026-06-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Block, Inc.
State: NJ

Complaint narrative:
I am submitting this response regarding case number XXXX because Cash Apps response contains factual inaccuracies and fails to address the core issues raised in my complaint. Cash App claims that I requested closure of my account on XX/XX/year>. This is false. I did not request account closure at any time. During my interaction with Cash App Support, I was involved in an active dispute and specifically asked whether my Cash App Card would be affected during the dispute process. I was told that it would not be impacted. I request that the recording of that call be reviewed because it will confirm what was actually said. Cash App also relies on identity verification issues as justification for limiting resolution of my complaint. However, I should not have been required to complete additional verification to regain access to an account that should not have been closed in the first place based on misinformation provided by its representative. This does not address the unauthorized transactions at issue. Cash App further fails to address the central issue of unauthorized XXXX transactions processed through my Cash App account. A total of {$47.00} was taken from my Cash App account and was never returned. Rather than correcting the issue and returning my money, Cash App closed my account and later characterized my disputes as false, fraudulent, or duplicate. I provided substantial evidence showing that I did not authorize these charges and that the intended payment method associated with my mothers XXXX debit card had sufficient funds available for each transaction. There was no valid reason for XXXX to bypass the payment method with sufficient funds and process charges through a Cash App account that I could not access. Cash App has never addressed why this occurred. Despite the evidence I provided, Cash App never rectified the issue, never returned the {$47.00} taken from my account, and instead repeatedly accused me of fraud. Cash App also mischaracterized my dispute history by labeling my claims as false, fraudulent, or duplicate. This is incorrect. I submitted disputes for separate transactions occurring in different months and involving different amounts, and I consistently reported them as unauthorized from the beginning. These were not duplicate claims. I am concerned that Cash App continues to make false statements and false accusations against me to a federal agency despite the substantial evidence I have provided. Cash App stated that I requested closure of my account, which I did not. Cash App also made statements regarding my account status that conflict with written communications I received directly from Cash App confirming that my account had been banned on XX/XX/year>. This is not an isolated inconsistency. I have submitted documentation contradicting multiple statements made by Cash App, yet those contradictions remain unaddressed. I respectfully ask the CFPB to explain how Cash Apps responses can continue to contain statements that conflict with the evidence I have submitted and why my substantial documentation has not resulted in a meaningful resolution of this matter. I do not understand how Cash App has been permitted to retain my money while repeatedly making statements about my account and dispute history that I believe are contradicted by the evidence in my possession. Because Cash Apps response does not address these issues or reconcile the inconsistencies in its findings and communications.

Company response to consumer: Closed with explanation