Consumer complaint received 2026-05-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Block, Inc.
State: IL

Complaint narrative:
Product Selected : Checking or savings account -> Mobile or digital wallet Companies Involved : Block, Inc. ( Cash App ) / XXXX XXXX : XXXX XXXX Complaint Description : I am filing this complaint against Block, Inc. ( Cash App ) and its partner financial institution, XXXX XXXX , for an abrupt account closure and deceptive business practices. I have been a loyal consumer in good standing using Cash App for 7 years. Cash App terminated my checking account without prior notice or subsequent explanation, providing only a vague, boilerplate message alleging that I " violated the Terms of Service. '' I have thoroughly reviewed the Cash App Terms of Service and Acceptable Use Policy. I am a consumer located entirely within the United States. I have not violated any terms, nor have I engaged in prohibited transactions or fraudulent activity. By hiding behind a boilerplate, false allegation of a " ToS violation '' while withholding the actual reason for closure, the company is engaging in an Unfair, Deceptive, or Abusive Act or Practice ( UDAAP ) under the Consumer Financial Protection Act. If this account termination was triggered by automated risk algorithms flagging my connection as an " unsupported region '' or " unauthorized access '' due to the use of a Virtual Private Network ( VPN ), I categorically reject this as a valid basis for a Terms of Service violation. Using a VPN is not forbidden anywhere in Cash Apps official user agreements, and penalizing a consumer based on a non-existent policy constraint is inherently deceptive. Furthermore, Cash App utilizes standard mobile device localization frameworkssuch as the XXXX XXXX XXXX Location XXXX or XXXX CoreLocationwhich bypass network-layer IP masking. These hardware and Wi-Fi-triangulated XXXX calls explicitly verify that my physical device remains within the United States, proving that no regional or jurisdictional violations have occurred. As a cybersecurity professional, using an encrypted VPN tunnel is a standard baseline security practice, often mandated by employers and corporate security policies to protect sensitive data on public or untrusted networks. The Cybersecurity and Infrastructure Security Agency ( CISA ) explicitly defines VPNs as standard protective controls in their official guidelines, and the National Institute of Standards and Technology ( NIST ) Special Publication XXXX rules VPNs as critical for securing remote network traffic. Masking network traffic for personal data protection is standard operational behavior in my industry and does not equate to malicious intent or a policy violation. If this account was closed due to an adverse flag generated by a third-party screening agency ( such as XXXX or XXXX XXXX XXXX ), Cash App and XXXX XXXX are in direct violation of the Fair Credit Reporting Act ( FCRA ) 615 ( a ) for failing to provide me with a required Adverse Action Notice. This notice is legally mandated to provide me with the name of the reporting agency and my right to dispute potentially inaccurate background information. Desired Resolution : I request that Cash App and XXXX XXXX provide a formal review of my account, specify the exact provision of the Terms of Service they claim was violated, or alternatively, issue a formal Adverse Action Notice detailing the third-party consumer report used to make this decision. If no actual violation occurred, I request full reinstatement of my account and access to my 7-year history. My initial notice said the following ( I provided all of the information requested ). : How to appeal If you believe this is an error, you may be able to appeal this decision by providing more information. To start your appeal, tap Chat below. After contacting support, you will be asked to share what your account is used for and any context on your accounts activity. After you contact support, your account closure will be reviewed to determine if its eligible for an appeal. If so, the appropriate team will review your accounts to determine whether your account can be re-enabled. Please note that the review process may take up to 10 days, but we will let you know as soon as the review is complete. In the meantime, you will no longer be able to use most features in the app, but you can still withdraw your funds plus sell any stocks or bitcoin.

Company response to consumer: Closed with explanation