Consumer complaint received 2025-01-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem accessing account
Company: Block, Inc.
State: CO

Complaint narrative:
I have been having issues with Cash App for a few years now. I have to keep making new accounts due to them deactivating my account as soon I send proof of identity that they request in order for me to have full access cash app has. But that's not at all what happens. I submit my photo ID and they receive it and let me through online notification that my identity had been approved. Then I go to logging in and try to finish setting up my profile. I create my debit card and itsays it will be sent to me 7-10 days. Then a few days later I try logging in again and it won't let me due to error or my phone number can't be used due to security issues so I go to login with using my email that I set up the account with and it says email can't be used due security issues and to contact customer service. So I'm back and forth with talking to different employees of theirs with them giving me the run around. One employee said I needed to send proof of identity and that was why it was showing security issues. I had already submitted all that and they approved it and they were requesting it again for what? So I resubmitted it and still couldn't use it. Then I get another notification from Cash App saying my account had been deactivated cause there was a security problem with my account that went against their policy of usage. So I contacted the customer service again and they still couldn't give me a reason for any of what they were not letting me use my account or why they decided to deactivate my account without showing any actual evidence that lead to them deactivated ating my account. So I opened another account and same issue all over again. I got a notification stating that I had been involve in the Cash App breach and if I wanted to make a claim on my behalf I could and gave me an ID number to put in when I make my claim. So I went to the website it stated and filled out the claim form and submitted it. I got an email stating they had received it and would get back with me on it. Never heard back on it. So I went to check the status of me submitting my claim and it said there was no claim submitted with the Id number that was used- the ID number they gave me to use. I tried to make another claim and it wouldn't let me. So I contacted them again through their website online chat- only got the run around. I sent emails to their online message chat stating all this. And still got the run around. I believe this has gone on too long and something needs to be done about this cause if they want give me answers on what they're saying these so called issues are then either their hiding something, or I'm being scammed. So either way it goes I want answers and this matyer taken care of. I've had to spend hours at a time, back and forth with contacting them through their online chat or by calling their customer service number just wait on hold for 45 mins to an hour and a half just to be disconnected or to be lied to and misled, and I've sent several emails and got no where. So please help me cause this is my last resort.Thanks

Company response to consumer: Closed with explanation