Consumer complaint received 2026-02-08 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: CT

Complaint narrative:
Cash App ( Block, Inc. ) permanently deactivated my account on XXXX XXXX XXXX, stating only that my account activity violated their Terms of Service. That same day, XX/XX/XXXX, I submitted an appeal through Cash Apps internal appeal process. 

On XX/XX/XXXX, I received an update stating that my appeal had been reviewed and that the account closure was being upheld. Later that day, I contacted Cash App customer service by phone to seek clarification. During that call, a representative informed me that the message I received was just an update and not a final decision on my appeal. 

On XX/XX/XXXX, I contacted Cash App again through their in-app chat feature to request another update. At that time, I was told by a representative that the account closure was being upheld. At no point during this process has Cash App provided a specific explanation identifying what activity allegedly violated their Terms of Service. They have not identified a transaction, date, merchant, or policy provision to support the decision. 

I have maintained my Cash App account since XXXX and have consistently used it for ordinary, legitimate personal financial activity, including paying bills, making purchases with established merchants, and sending or receiving funds for everyday household expenses. After reviewing my transaction history and Cash Apps Terms of Service, I am unable to identify any activity that would constitute a violation. My account activity has remained consistent over the years, and there have been no unusual, prohibited, or high-risk transactions. None of my transactions involve illegal activity, gambling, fraud, or restricted services. 

In addition, I was approved for Cash App Borrow and demonstrated reliable repayment behavior over time, which resulted in an increased borrowing limit. All borrowed funds were repaid faithfully and on time. Despite this history of responsible account use, Cash App permanently closed my account without explanation while continuing to keep the account open to the extent necessary to collect repayment on borrowed funds. This denies me access to normal account functionality while still enforcing my financial obligations, without transparency or due explanation. 

When I requested clarification regarding the reason for the closure, Cash App provided only generic responses stating that my account violated the Terms of Service. They have refused to provide any details that would allow me to understand the alleged issue or meaningfully respond. Because Cash App has not disclosed what specific conduct triggered the closure, I have been denied the opportunity to clarify, correct, or respond to the alleged violation. I strongly believe this account closure was made in error. 

Because no explanation has been provided, I am unable to determine whether the decision resulted from an automated review, a misunderstanding, or another mistake. Cash App has provided no meaningful process for consumers to obtain transparency or challenge a potentially erroneous account closure. 

I am requesting that Cash App be required to provide a clear explanation for the account closure, including the specific policy provision allegedly violated and the activity on which the decision was based, or to reconsider and restore my account if the closure was made in error.

Company response to consumer: Closed with explanation