Consumer complaint received 2025-04-02 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Confusing or missing disclosures — 
Company: Block, Inc.
State: TX

Complaint narrative:
On or around XXXX XXXX XXXX, Cash App suddenly XXXX my ability to send money to other users. I was prompted to verify my debit card by uploading it to a verification system. I complied with this request immediately. 

Over the next several days, I received no updates. I contacted their support team multiple times and was told there was nothing they could do except wait for the verification to be completed. This was frustrating, as there was no way to escalate the issue or speak to someone who had authority to resolve it. I expressed concern that I was effectively being soft-fired as a client being kept in a suspended state without due process or meaningful communication. 

Only after I escalated my complaints and pointed out the unacceptable nature of their handling did the support team suddenly change their approach. They then told me that their response to my request to know what is going on or how long it could take after waiting an entire and then closed my the chat allegedly and told me to start a new chat when I have more information. This was entirely inconsistent with my complaint as I was asking them what did they need, I did not know what I would needed to have submitted nor would I know, because they never told me. Then I said in the same chat they closed ( allegedly ) that I could not start a new chat because this was the only chat option available. Then they asked me to submit a photo of myself holding my credit card. I was told that if I did that, I would receive a response within 10 business days. It has already been over a week at this point with no meaningful access to my account and was not able to send money to my sister. 

At that point, I had lost trust in the process and in the company. I notified them that I no longer wished to continue with Cash App and asked for my account to be closed. I believe I was treated unfairly as a customer. I complied with all their instructions, yet was left without access to basic account functions for an extended period with no clear path toward resolution. 

Cash App markets itself as a fast, user-friendly money transfer platform. In practice, however, there is virtually no effective customer service or accountability for users when problems arise. Their verification process is opaque, inconsistent, and unfair. Users are subjected to long delays, vague instructions, and shifting requirements with no recourse. This is not just an inconvenience it has real-world consequences for people who rely on this service for urgent payments. 

If a user is suspected of wrongdoing or flagged for compliance reasons, they should be informed, given a timeline, and provided a means to address the issue with clarity and transparency. Instead, Cash Apps approach feels arbitrary and dismissive. I believe this is part of a broader pattern of poor customer treatment that could rise to the level of unfair or deceptive practices under the law.

Company response to consumer: Closed with explanation