Consumer complaint received 2025-02-14 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: FL

Complaint narrative:
Since being a customer of cash app or Block , Inc they have failed to protect my money as a consumer as well as use deceptive tactics to keep users out of their accounts. On XX/XX/22 I received my income tax refund check through their system. However my account was hacked and I lost all of my fund 's. I made a report to cash app about this as well as a police report but went to jail during the process. In order to have a better understanding of the transactions that occured on my account I've ask Block , Inc to release the information to me about the account. Giving me a better opportunity to assist the local law enforcement as well as cash app with locating the funds In hopes of them being recoverd. Cash app is being negligent for the following reasons. XXXX any account that's associated with a U.S social security number is a verified account and who ever social security number attached to it is deemed the owner. Cash app practices unlawful act 's by denying the customers access to the account if they don't have the phone number or email used on the account. This is a scam tactic because there's no rule In their company policy saying, you forfeit access to the account or available funds if you can't confirm or remember those security features. They require you to make a new account blocking you from any access to an account that's rightfully yours. This is just one of the unlawful practices that this company does. XXXX, Once you make a new account using the same social security number they say that you can merge the previous account retrieving it again but it's not true. They practice in saying that they must escalate your issues to another department still leaving you without access to money that is by law yours and being with held. XXXX cash app had a class action lawsuits against them from the XXXX XXXX  XXXX XXXX for the XXXX XXXXXXXX XXXX XXXX  The claims of negligence in handling users data was an issue. Failure to resolve customers complaints regarding fraudulent activity. As well as not implementing proper security measures to protect users accounts. All of what I'm claiming and holding Block , Inc of doing to me. I'm filling this small claims lawsuits because even with all of the factor 's that I'm claiming cash app still not only denies me but many other customers that use their service. They are intentionally keeping the customers money by denying them access to verified accounts due to their social security number. This is a crime as well as deceptive business tactic for monetary gain which is illegal and not right. Cash app policy is to keep and store all transactions and history to all accounts. However they are only extending that rule to law enforcement. Again using a tactic to deny the customers access to review their lawful accounts. After informing cash app of being a victim of fraudulent charges and changes to the account no victim can verify anything about the account if it was changed. Again showing that cash app is being negligent and not using reasonable exercises to give other means of verifying the victim account. I didn't violate any rules or agreement with cash app and they are in breach of contract by denying me access to my fund 's or any other account associated with my social security number. Cash app can't claim that I have multiple accounts violating terms and agreement because you are allowed to have multiple accounts. It's their policy and rule to make the customers create a new account to continue using their service. In doing so that still doesn't clear up you having access to a account that was compromised or may still have funds available. It's the duty of Block , Inc to return all available funds to customers as well as close those accounts. Cash app is farther being negligent by not informing the customers if a compromised account even has funds left in them. Just because an account was hacked doesn't mean that any money wasn't left in there after being compromised. Thus leaving cash app being negligent on informing the customers about available money that they can't find out about.I will now list the rules or laws that Block , Inc have broken. XXXX Financial institutions, including payment apps, are required to address unauthorized transactions under the Electronic Fund Transfer Act ( EFTA ), which protects consumers from fraud.Cash app has refused to investigate this because it States I don't have information to give them about the account to verify it's my account when my social security number is attached along with my XXXX  XXXX Unfair, deceptive, or abusive acts and practices ( UDAAP ) can cause significant financial injury to consumers, erode consumer confidence, and undermine the financial marketplace. Under the XXXX XXXX XXXX Reform and Consumer Protection Act ( Dodd-Frank Act ), it is unlawful for any provider of consumer financial products or services or a service provider to engage in any unfair, deceptive, or abusive act or practice. I'm claiming that Block , Inc is violating that law because it's requiring me to have certain information about my account which I no longer have to access the account like the email or phone number that's current with the account. This is a unfair deceptive act because after being a victim of fraud and the information being changed on the account there's no likely chance of me knowing the new information details.

Company response to consumer: Closed with explanation