Consumer complaint received 2024-05-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: Block, Inc.
State: TX

Complaint narrative:
Around XX/XX/XXXX, I woke up to a message from Cash App stating that I had violated their terms of services and that my account was closed immediately. Then it had in parenthesis ( gambling ). I reached out to a representative on the app and requested more information. They weren't able to provide me with how I apparently violated anything. They just stated that it was closed due to a violation. I ask the rep if there was anyway that I could file an appeal regarding this decision. I emphasized that I had been a customer ever since they first came out and that I used my account daily. I also apologized for whatever I had done that violated the term of service and that I could assure them it wouldn't happen again. I simply told them I wasn't aware of anything I did that was considered a violation. The rep told me that they sent off the appeal request and that I would be contacted by someone by email and that it could take up to 60 days. 

I contacted different representatives, probably at least XXXX, via phone or chat, over the next few weeks trying to get some type of information or assistance. With each rep, they stated that my appeal had been filed and that I would be contacted by email and that it could take up to 60 days. 

Then yesterday, XX/XX/2024, I finally receive an email from someone at Cash App. It stated that my " complaint '' had reached the specialist intended and that I could consider my " complaint '' closed. I responded to the rep that I never filed a complaint, I had wanted to file an appeal so that I could possibly have my account reopened. And that's what I was told was filed. The representative responded with basically the same email as the first XXXX. Ignored everything I was saying and never responded to my question about an appeal. Went back and forth with this " specialist '' for at least XXXX or XXXX emails. They were extremely unhelpful. They were not in any way concerned about helping me. They were rude and a waste of time. I ask for the last time how to file an appeal. When I got the same response back, I stated that I would file a complaint with the CFPB regarding the matter. They responded with " my complaint is now closed. '' The fact that my account was shut down so abruptly really was an inconvenience for me and it caused quite a disruption to my normal flow. Not only did I utilize the account feature, but I was using the Loan feature where I could borrow money from Cash App and choose how I wanted to pay it back. I always used the XXXX transfer service. I had bought stocks in the past through the app. And I just started using the feature that allows a person to purchase cryptocurrency. No one would tell me what I did to cause my account to be closed. If it was due to " gambling '', I simply made a purchase at an online casino. I had XXXX total transactions that totaled up to {$75.00}. But if that was the violation, I wasn't aware that it was and could make sure not to do it again. But I have spoken to probably XXXX employees since my account was closed and not XXXX of them has provided me with the information that I requested or submitted an appeal to the closure on my behalf.

Company response to consumer: Closed with explanation