Consumer complaint received 2025-11-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Block, Inc.
State: NC

Complaint narrative:
To Whom It XXXX Concern, I am submitting a formal complaint regarding Cash App ( XXXX XXXX ) for restricting access to my account and withholding my personal funds without providing a reasonable solution. Despite multiple attempts to follow Cash Apps verification process and communicate with their support team, the company has refused to release my money, which includes my paycheck wages. 

I have been locked out of my Cash App account because I am unable to verify my identity through the limited methods they offer. I lost my Cash App debit card, so I can not provide the card number. In addition, I no longer have access to the email address connected to the account. Because of these issues, I have been unable to complete the automated verification steps that Cash App requires. 

My employer deposited my paycheck into my Cash App account on XX/XX/XXXX. Since that time, I have not been able to access any of my funds. The total amount held in my account is approximately {$1600.00}, which consists of earned wages and funds needed to pay essential bills. 

I contacted Cash App XXXX the same day I was locked out and explained the situation. I was told to call back, which I did on Saturday, XX/XX/XXXX. During that call, a representative instructed me to create a new Cash App account using the same identifying information, including my government-issued identification. I followed every step they described and successfully verified the new account. However, Cash App then informed me that they could not transfer my funds due to security reasons, even though I complied with their instructions. 

On the following day, XX/XX/XXXX, I contacted Cash App XXXX once again. I requested to be escalated to a XXXX because my paycheck and necessary living funds were being withheld with no resolution. I was told that a XXXX would contact me via email. Later that day, a XXXX named XXXX emailed me and requested that I provide the same personal details I had already supplied, including : Full legal name Current $ XXXX Previous account $ XXXX Phone number and/or email address connected to the previous account I immediately responded with all of the requested information again. Below is a portion of the response I received from Cash App : Hi XXXX, My name is XXXX, and I am a XXXX with Cash App Support. I see that you are having an issue with accessing the funds in your account. Lets work together to see what we can do to help. 
I took a look at your case and can see that you have been working with us to gain access to your old account. I have reached out to a XXXX to review your account and case. They have informed me that based on the information you provided, your request to access these funds was not approved. 

Cash App has maintained this stance for approximately XXXX month, despite proof of my identity, my status as the account holder, and their own instructions leading me to create a new verified account. Their refusal to release my wages has caused significant financial harm and stress. 
I am requesting the Consumer Financial Protection Bureau to intervene and assist in compelling Cash App to restore my access to my legally-owned funds or provide an alternative method for withdrawal. 

I appreciate your time and attention to this important matter. I am available to provide screenshots, identification documents, communications with Cash App representatives, or any additional information needed to support this complaint.

Company response to consumer: Closed with explanation