Consumer complaint received 2025-03-19 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: LA

Complaint narrative:
Subject : Complaint Against XXXX XXXX Unjustified Account XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) Issue Type : Unauthorized Account Closure & Lack of Consumer Protection To add on to the question beforehand before I go into detail about what happened : " I requested to know why my account was closed unjustified. I haven't done anything illegal on the account. The only somewhat suspicious thing is the fact that money for services that I gained was sent to bitcoin. I explained to them that my sister ( and at one time, my account got hacked hence the " someone else '' ) and someone else hacked my account and sent my money to themselves on bitcoin. When I told them about it, they said I couldn't get my money back. The amount was over a few XXXX after I calculated it I'm pretty sure. '' But, to go into detail about everything, -- - I am filing this complaint against Cash App for wrongfully closing my account without justification and refusing to provide transparency regarding their decision. My account was suddenly terminated, and despite multiple attempts to request clarification, Cash App has refused to disclose any specific reason. They vaguely stated that I " violated their Terms of Service '' without providing any details or proof of wrongdoing. 

Concerning the " Failure to Protect Consumers from Unauthorized Transactions '' : Prior to this unjustified closure, my account had been compromised due to security vulnerabilities within Cash Apps system. A hacker ( who was later identified as my sibling and another individual ) transferred my money into XXXX and sent it to themselves. When I reported this fraudulent activity, Cash App refused to return my funds, despite clear evidence of unauthorized access AND the fact of how I was getting those funds ( I was doing nails and a lot of other side hustles for money at the time ). The total stolen amount was a lot I will just say. Instead of assisting me as a victim of fraud, Cash App allowed the unauthorized transactions to proceed and then punished me by shutting down my account. Their lack of adequate fraud protection directly enabled this theft, and their unwillingness to investigate the issue further suggests gross negligence. I have heard of them doing this a lot before, but I was not aware how bad it was until it happened to me. You would think a company that is already failing and declining daily would want to actually help their consumers... I also am skimming over what I was writing and remembered ... Their " borrowing system. '' The second my limit turned to {$100.00}, my account was suspended. I was paying Cashapp back consistently for their borrowing system. I actually owe them money, but I can not pay it back because I have restrictions on my accounts. My banks and cards were removed and the app will not allow me to add them back. 

Concerning the " Unfair and Deceptive Business Practices, '' Cash App engages in deceptive and unfair business practices by : - Closing consumer accounts without due process or the opportunity for an appeal. 

- Failing to disclose specific reasons for account closures, leaving consumers without answers. 

- Allowing scammers and unauthorized transactions to go unchecked** while penalizing legitimate users. 

- Denying rightful refunds for fraudulent transactions, despite federal regulations requiring financial institutions to protect consumers. 

This behavior raises serious concerns about the companys compliance with consumer protection laws. A financial service that facilitates fraudulent transactions and then punishes victims instead of helping them is a direct risk to the public. I have been reading upon articles and even XXXX sub posts and seeing I am not the only one who has fallen victim to these actions. Even my own XXXX has gone through this and she barely used cashapp. 

Now, here is my personal demand for resolution. 
I am requesting : XXXX. A full explanation for my account closure, with documentation proving the alleged Terms of Service violation. 

XXXX. The immediate reopening of my account due to the unjustified and baseless reasoning behind its termination. 

XXXX. A reimbursement for funds lost due to Cash Apps failure to protect my account. 

XXXX. An investigation into Cash Apps fraud-handling policies, as their negligence enables bad actors while harming innocent users. Not just with my case, but with everyone.

If this matter is not resolved, I will escalate my complaint further by contacting state and federal regulatory agencies, financial watchdog groups, and legal representatives to explore further action. Cash Apps refusal to protect consumers or provide fair dispute resolutions should be investigated to prevent future harm to others. 

I expect a prompt response from Cash App, as this issue raises serious concerns about their commitment to ethical business practices.

Company response to consumer: Closed with explanation