Consumer complaint received 2024-03-07 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other service problem — 
Company: Block, Inc.
State: OR

Complaint narrative:
COMPLAINT LETTER about Cash App and accessing my old account This is a letter that i wrote to Cash App after a support advocate would let me into my old account or join the new account with the old one so i asked for a manager. i send them an email and the manageXXXX XXXX responded asking me for some personal information to get into my old account. 
Just so you have some frame of reference, I went to prison for the last XXXX  years so in that time my phone went missing and now someone else has that phone number. Than when i went to logon to my XXXX account, someone had hacked into it so getting back into that account has been impossible ( password is changed, etc ). It seems that these are the only two ways u let users into their account via sending a text confirmation to your email address or phone # and for my situation is not gon na be possible since i can't access either. When i used this cash app account and like i said its been 3  years but i had bought shares of XXXX  ( XXXX ) stock about {$400.00} ( + or - ) worth and about {$400.00} ( + or - ) worth of XXXX  using your app. It could be more or less since its been so long but those are the only two  things XXXX  ( XXXX  ) & XXXX  in that account. 
Now to answer your questions - - Full legal name ( first and last ) - { XXXX XXXX } - Current $ XXXX Previous account 's $ XXXX - { $ XXXXcurrent acct } { $ XXXXprevious acct } - Phone number and/or email address linked to your previous account - So i had a few numbers back than and don't remember which one i used to setup this account but here they all are it has to be one of these XXXX ) XXXX XXXX ) XXXX XXXX ) XXXX and the email address was XXXX And finally, can you tell me what account you'd like to continue using? $ XXXX In addition, i think when you set up cashapp it asks for your social security # or at least last 4 which is XXXX and it also asks when you setup your account for an address which is XXXX XXXX XXXXXXXX XXXX XXXXXXXX, XXXX XXXX The social and mailing address more information than they asked for but i provided to prove who i was cause this is my account and only i would have this information. 

So XXXX i have given you more than you even asks for as far as information regarding this account which your previous support advocate kept saying for security reasons we can not let you into this account so hopefully this is enough information to move my previous cashapp acct to my new account. If for some reason i can not get access to this old account is there something that you can send me that i could get notarized which only XXXX XXXX who's account i am having difficulty accessing could get notarized with my ID, Social Security Card, and my birth certificate all which i have that could verify that it is me and i could send back to you? Anyways i was just thinking of any other way to prove my identity enabling me access my old account. Get back to me as soon as you can. Thanks again for your time and getting this figured out. 

There response was : XXXX, XXXX : We're unable to grant access to this account for security reasons. To protect your current account, we can not override this decision. 

You may continue using your current Cash App account to send and receive payments. 

I understand that our answer may not be the answer you were hoping for. Although I am unable to resolve this issue as you may have anticipated, and I have no further informationI want you to know that if there's anything else you need help with, I'll do my best to answer your questions and help you. 
XXXX ( cash app mgr ) So out of the information i provided them i know for a fact that the email address, XXXX XXXX user name, mailing address, and social security # are all correct because i have had that email forever until it got hacked, my address didn't change until recently so i know that is correct, and my friend showed me on his cash app me as a friend so the cash tag user name is correct. Maybe the phone is wrong keep in mind the account was created over 4 years ago and those were the numbers i could remember but i changed services a few times depending on the promotion or phone they were offering but all the what i think is important information pertaining to my identity are accurate. Also, who would know what items are in the account i may have the amounts incorrect since it was over 3 years ago but I provided a ballpark estimate of how much i own. Only the user would know that there are shares of XXXX  and XXXX  ( XXXX  ) in this account and nobody else. So this is why i have contacted CFPB and filling a complaint because this is not right i should be able to access this account and more importantly be able to access my XXXX  and securities. So what happens in 10 years my account goes onto there balance sheet so basically this is a way for them to steal my money.

Company response to consumer: Closed with explanation