Consumer complaint received 2025-07-08 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Block, Inc.
State: WI

Complaint narrative:
I am filing this complaint against Cash App ( operated by Block , Inc. ) due to their refusal to provide specific reasons for closing my account and their unhelpful customer service responses, which violate principles of transparency and fairness under consumer protection laws.

Summary of Issue : Cash App closed my account without prior notice or explanation. I contacted their customer service through the app to inquire about the reason for the closure. They opened a case to review the issue and later emailed me, stating that I violated their Terms of Service ( https : //cash.app/legal/us/en-us/tos # ). When I asked for clarification on which specific term I violated, Cash App repeatedly sent me the same generic link to their Terms of Service without identifying the exact violation. This pattern continued despite multiple follow-ups, including my most recent exchange with a representative named XXXX from the Cash App Support Team . In their latest email, dated [ XX/XX/year> ], XXXX stated : I definitely get how important it's for you to have more details about this, but in this case we can't discuss the terms of service or provide with the exact reason why your account is no longer active. However you may review our terms and conditions for it. This response is vague, unhelpful, and fails to provide the transparency required for consumers to understand and address account-related actions. 

Impact : The abrupt closure of my account has caused significant inconvenience, as I can no longer access funds or services tied to my Cash App account. The lack of specific information about the alleged violation prevents me from understanding the issue, disputing the closure, or taking corrective action. I believe Cash Apps refusal to provide details violates consumer protection standards, including those under the Electronic Fund Transfer Act ( EFTA ) or other applicable regulations, which require clear communication regarding account actions.Requested Resolution : A detailed explanation from Cash App specifying which section of their Terms of Service I allegedly violated, including evidence or examples of the violation. 
Reinstatement of my account, if the closure was unjustified or based on an error. 
An apology for the lack of transparency and repetitive, unhelpful responses from their support team. 

Additional Context : I have made good-faith efforts to resolve this directly with Cash App, but their responses have been evasive and unhelpful. I am concerned that this lack of transparency may reflect broader issues with their customer service practices, as similar complaints have been noted by other consumers on platforms like the XXXX.I respectfully request that CFPB investigate this matter and compel Cash App to provide a clear explanation for my account closure. I am happy to provide additional documentation or details as needed. 

Thank you for your attention to this matter.

Company response to consumer: Closed with explanation