Consumer complaint received 2026-01-19 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: OK

Complaint narrative:
I attempted to log on to my cash app yesterday XXXX the XXXX 2026 to find that cash app has games that I was violating the terms of service for cash app and in doing so they deactivated my account. They say based on violations that I had done using my account. I don't believe that I have violated any terms of services or conditions that they have in place. I have had this same cash app for over a year now and I send and receive money to the same people and rarely ever does that change. I go to the XXXXXXXX XXXX  that is located down the street from my home to load money onto my cash app card in order to withdraw the funds to the XXXX card that my husband has that we have linked to my cash app. I have no issue providing any information based on money that comes into my cash app and goes out of my cash app. Like I said money that comes into my cash app and goes out is all regular money that is from the same family members and close friends that I have been doing these transactions with for over a year. Never once have I had this problem until now. I don't feel that there is a justified reason for the deactivation of my account and I feel like cash app needs to do a better job of obtaining the information and data that they are going off of before closing out or deactivating an account. I have also verified my identity through cash app by providing documentation and copies of my state ID in order to verify my identity. I have contacted cash app and I have filed for an appeal based on their findings of my supposed violation of their terms and policies. And in doing so well filing this appeal I have requested that they provide me with what proof that they think that they have that their terms and conditions were violated and they were not able to provide me with such information only that I would be contacted by email from another Branch within cash app. That does not sound right to me I feel like if they have this information of my discrepancies with their terms and conditions they should have been able to provide me with the information that made them flag my account. So I am filing a formal complaint due to the lack of information based on my supposed discrepancy with their terms of conditions. As well as my cash app accounts funds that come into the account and go out of the account are regular and should not raise any kind of suspicion due to it's the same people and family members sending money and receiving money from this cash app account. Transactions that take place by me using my debit card are at the same places 95 % of the time and I can account for each transaction and its location and provide legitimate proof that the transaction was made by me. There might be very few new sources of money received on my cash app and that information I can provide with no issue for what the funds received are for and who they are from. I do not have money being sent to me or money being sent out to multiple of different people or multiple of high volume of different people. Like I said money sent and received is from the same people regularly. My cash app account is used for buying cigarettes gas groceries to pay bills occasionally and mainly for me to be able to load money on at the local XXXX XXXX in order for me to withdraw the money out to the XXXX card that me and my husband have linked to the cash app in order for me to send money to my husband whom is out of state right now dealing with a family emergency. This issue with cash app has really put a hindrance on the ability to send money to my husband in a moment 's notice when it's needed while we are currently enduring a very serious family emergency. This is mainly why I'm filing the complaint because right now I need to be able to access my cash app in order to make sure that my husband has the funds necessary to attend to this family emergency that we are currently enduring.

Company response to consumer: Closed with explanation