Consumer complaint received 2025-07-10 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Company closed your account
Company: Block, Inc.
State: LA

Complaint narrative:
Weeks after closing my account and my appealing, cash app responded on XX/XX/XXXX that the account had been closed for supposed transactions that violated the terms of service. Being that I have been using the service for years and conducting the same types of transactions throughout with no problems, minutes later I replied asking what specific transactions had occurred that violated the TOS On XX/XX/XXXX they responded that the transactions were Bitcoin/virtual currency transactions. As I have NEVER done a single bitcoin / virtual currency transaction in my life, I informed them that my account and information must have been compromised and requested a security review and for someone from their account security to contact me to see what information had been compromised. 

They replied on XX/XX/XXXX requesting that I send them details on the unauthorized transactions -and I replied that I had not made them and therefore had no information about them - and that they had whatever details about the transaction as that was the reason they gave for closing my account. I also told them that I had requested details or any information about whatever unauthorized virtual currency transactions had occurred- they replied by asking me the same question. Again, on XX/XX/XXXX they sent a reply asking for the same information ( for me to tell them the dates and amounts of the transaction ( XXXX ) I didn't make nor know anything about. I told them this in my reply and they sent me the same request again on XXXX. 

On XXXX they said there is nothing else they can do for me after I told them my concern was about the obvious compromise of my account and information / security breach. 

On XXXX they just sent a link to their TOS still refusing to give any information. I again replied and said that my concern was no longer about my account being closed but about the security violations and what of my information was compromised. 

On XXXX they said there was nothing else they could do and still refused to provide any details or have someone from security reach out to me. they said my complaint had been documented. 

Again I requested someone from account security reach out for information about whatever unauthorized bitcoin / virtual currency transactions occurred and how my account and what information must have been compromised. 

On XXXX they said they understand my frustration but nothing else could be done. 

I communicated that as they refused to give me any information regarding the obvious breach of information in my account that I would file complaints, and they simply replied telling me how to withdraw any funds- and continued to ignore my consumer financial information violation complaints Direct from one of their emails : We conducted a review of your account. Based on that review, we have found activity that violates our Terms of Service ( XXXX XXXX XXXX XXXX  We encourage you to take a look to our Terms of Service, particularly the section IX " Virtual Currency Services '' subsection 12. " Suspension ; Termination ; Discontinuance of Virtual Currency Services and Virtual Currency Account ''

Company response to consumer: Closed with explanation