Consumer complaint received 2026-03-13 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: MI

Complaint narrative:
CFPB Complaint Cash App ( Block , Inc. ) Consumer : XXXX XXXX $ XXXX Issue : Unauthorized account activity, improper account closure, failure to honor settlement payment, and repeated mishandling of submitted documentation. -- - Summary of the Problem I am filing this complaint because Cash App ( Block, Inc. ) has repeatedly failed to address a security breach on my account, wrongfully terminated my account, mishandled my claim, and failed to issue the settlement payment I was approved for. Despite providing every document they requestedmultiple timesCash App has ignored my communications, delayed the process without explanation, and refused to compensate me for damages caused by their own system failure. -- - Details of the Issue 1. Unauthorized Access & Account Breach My Cash App account ( $ XXXX ) was compromised due to a security failure on Cash Apps end. An unknown individual was able to access my account and add a card to it even though the account was supposed to be closed. 2. Identity Theft Concerns I had to contact my bank and a creditmonitoring service to ensure my identity was not compromised. I provided Cash App with verification that I paid for credit monitoring as part of my efforts to protect myself after their breach. 3. Wrongful Account Termination Cash App accused me of violating their User Agreement without providing evidence. I repeatedly requested clarification and received none. 4. Failure to Communicate I responded within every deadline and submitted all requested documents, including bank statements, correspondence, and verification of services. Cash App repeatedly ignored my requests for updates and never honored my request for a phone call, despite providing my number multiple times. 5. Settlement Payment Not Issued Cash App approved a settlement payment related to this issue. I completed every requirement they set, but Cash App never issued the payment. 6. Pattern of Negligence Cash Apps handling of this matter shows : - Failure to protect consumer financial information - Failure to investigate unauthorized activity - Failure to honor a settlement agreement - Failure to provide timely or meaningful communication - Repeated requests for documents already submitted - Unfair and deceptive practices in violation of consumer protection standards -- - What I Am Requesting I am requesting that the CFPB investigate Cash Apps handling of this matter and require them to : - Issue the settlement payment they approved - Provide a full explanation of why my account was closed - Provide documentation of their investigation into the unauthorized access - Correct any negative information resulting from their mishandling - Ensure compliance with consumer protection laws and fair business practices -- - Desired Resolution I want Cash App to immediately issue the settlement payment owed to me, acknowledge their errors, and correct the harm caused by their negligence and failure to protect my account.

Company response to consumer: Closed with explanation