Consumer complaint received 2026-05-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Block, Inc.
State: NC

Complaint narrative:
Cash app locked me out of my account, and treated me like a crimanal not the victom that i actually am. I went to venders, and people I know were the thief used my cashapp card to send money, I got the recipts with the thiefs picture and new cash tag that he created when he hacked my account. My cash tag was $ XXXX, and he changed it to $ XXXX, But underneath his profile picture is my name, because it was my account, and my XXXX benifits he was stealing over the course of 7 months. He did horrible things to my credit report, and all my debit cards wich if you need to know all of it I will submit it to you apon request. So I finally gathered a bunch of evidence proving beond a shawdow of a doubt that i did not make any of the transactions, becuse I was in prision the entire time. And my telephone wich I used for years to make transactions stoped, and a new telephone was used when I went to jail, and he stole my account. So for two months I have been emailing a man named XXXX at cashapp on a weekly basis. It was allways the same email. We apprecaite your patiance, there is a team hard at work to solve your case. After I emailed XXXX, around 30 different documents proving that all the transactions was not me. So finally the other day I recive an email from XXXX saying Thank you for your patients, we have come to the end of our investigation, and it is in your favor. {$12000.00} was deposited into your account, once again we regret it took so long. Well I cant get to the money because I am locked out of my account. So after 4 phone calls explaing the same thing over, and over again, about five hours worth of conversations. I was told that my new phone number, and my new email address was attached to the old account, and tommorow I could call with a bank card, and the funds will be deposited on to that card. So I called back in the morning, and had to go threw two hours of discustions anserwering the same questions again, I was switched to a specalist of accounts, so I went threw the whole thing again with him, and he told me that the account was close because somthing was done that broke the user agreement and I cant get the funds wich is a little over {$13000.00}. The man that stole the account was gambling with it, and doing shadey stuff between cashapp, and other debit cards he stole, along with new cards he got by using my identity. I was in prision when all this was going on and they know that, because I sent them my release papers, along with countless other forms of proof that the account was stolen. Anyways the man that told me there was nothing I could do because the account was closed and wanted nothing to do with the email that this XXXX XXXX sent me from cashapp saying that the investigation was in my favor, and the money was put back on my account. And finally I belive that all the custmer services are trained to do this, and they knew three months ago that they were going to do this, because an hour after that email from " XXXX '' There was another email that said we see you have regained your funds from your account we hope you are satisfied, and thank you. So I called them right away, because I did not get my funds, and the custmer service lady said no " I am looking at the account, and there is still a little over {$13000.00} in it ''. So she, and two other custermer service agents saw my old account with the funds in it, because I was able to give them the origanal email, cash tag, and phone number, before the thief changed them... Please, please help. I just came home from XXXX, I am homless, and hungry, That was all my money that I had in the world, and they are going to keep it. Thank you for all your help. XXXX XXXX. P.S. I can send you the emails from XXXX if you would like to see them. My number is ( XXXX ) XXXX

Company response to consumer: Closed with explanation