Consumer complaint received 2026-06-10 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: FL

Complaint narrative:
I am submitting this complaint because Cash App has effectively prohibited me from using its services and has refused to provide a meaningful explanation or resolution. On XX/XX/year>, my Cash App account was banned. Shortly thereafter, I received communication from Cash App indicating that the restriction was related to activity associated with my former sponsors account. Several years ago, my Cash App account was connected to a sponsor account because I was a minor. However, I am now XXXX XXXX XXXX and have not been connected to that sponsor account for more than two years. I understand that Cash App may have had legitimate reasons to take action against my former sponsors account. However, I do not believe it is fair or reasonable to indefinitely restrict my Social Security Number and device from accessing Cash App based on activity attributed to another individual. Any issues between Cash App and my former sponsor should not permanently prevent me, as an independent adult, from creating and maintaining my own account. After my account was banned, I submitted an appeal in an effort to resolve the matter. On XX/XX/year>, Cash App denied my appeal. The denial did not provide a meaningful explanation of what I personally did wrong, what specific policy I violated, or why I was being prevented from creating a new account independently. Following the appeal denial, I contacted Cash App customer support on multiple occasions. During these conversations, I explained that I was no longer connected to the sponsor account and that I was willing to create an entirely new Cash App account using my own information and a different email address. During one of these conversations, a Cash App representative suggested that creating a new account with a different email address would be a good option to try. However, when I attempted to create a new account, I discovered that my device had also been blocked. I contacted Cash App again and requested assistance with removing the device restriction or otherwise allowing me to create a new account. On XX/XX/year>, I was informed by phone that because my appeal had been denied, there was nothing further that customer support could do. No additional explanation, review process, or path to resolution was offered. I have made multiple good-faith attempts to resolve this issue directly with Cash App. I have requested clarification regarding the reason for the restrictions, sought assistance from customer support, and submitted an appeal through the process provided by the company. Despite these efforts, Cash App has not provided a meaningful explanation regarding why my Social Security Number and device remain blocked, nor have they explained why restrictions associated with a former sponsor account should continue to affect me years after that relationship ended. I am willing to comply with any identity verification requirements, account review procedures, or reasonable requests necessary to demonstrate that I am an independent adult user who is no longer associated with the sponsor account in question. Cash App is an important financial tool that I used for legitimate purposes, including receiving payments related to my work as a server, sending money to family members, and providing financial support to family members when needed. Being unable to access the platform has caused inconvenience and has limited my access to a commonly used financial service. I have documentation from Cash App indicating that the restriction on my account was related to activity associated with my former sponsors account. I also have documentation showing that my appeal was denied. I am providing these documents in support of my complaint. My concern is that Cash App appears to be holding me responsible for actions allegedly connected to another individual, despite the fact that I have not been connected to that sponsor account for more than two years and am now an independent adult. While Cash App may have had valid reasons to take action against the sponsor account, I do not believe it is reasonable to indefinitely prevent me from creating and using my own account based on another persons actions. I believe Cash Apps actions are unfair because I am being denied access to the service without a clear explanation and appear to be suffering ongoing consequences for issues that Cash App itself identified as being related to my former sponsors account rather than my own conduct.

Company response to consumer: Closed with explanation