Consumer complaint received 2026-04-10 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other service problem — 
Company: Block, Inc.
State: CA

Complaint narrative:
Cash App ( Square , Inc. / Block , Inc. ) * Address : XXXX XXXX XXXX, XXXX XXXX, XXXX XXXXXXXX XXXX XXXX XXXX XXXX Product : * * Mobile or Digital Wallet ( Cash App ) I received a notification that my Cash App account had been closed due to an alleged Terms of Service violation. No further explanation or evidence was provided. I was informed that I could withdraw remaining funds but would lose access to all other services. This closure was sudden, arbitrary, and unsupported by any specific allegation. I have never engaged in fraud or misuse of the account. I believe this action is both unfair and deceptive and violates consumer protection laws. My Concerns : 1. * * Lack of Disclosure * * Cash App refuses to identify which provision of its Terms of Service I allegedly violated, depriving me of any meaningful opportunity to dispute or appeal the decision. 2. Unfair Treatment Under the * * Electronic Fund Transfer Act ( 15 U.S.C. 1693 ) * * and * * Unfair or Deceptive Acts and Practices ( UDAP ) statutes * *, financial service providers must act fairly and transparently. Terminating service without explanation while restricting account access is unfair and may violate federal law. 3. * * Potential Harm * * The abrupt closure of my account has caused financial hardship and reputational damage. I rely on Cash App for transactions and payments, and their refusal to provide a path for appeal has left me without recourse. * * What I Want : * * * A * * full written explanation * * of the alleged Terms of Service violation. * Access to my * * account history, records, and remaining funds * *. * * * Reinstatement of my account * *, or in the alternative, confirmation that closure was lawful and not arbitrary. * Assurance that Cash App will comply with federal disclosure and consumer protection laws in handling account closures. Attachments : * BELOW IS NOTICE of account closure notice ( if available ). * Any prior correspondence with Cash App. Your Cash App account has been closed This happened because your account was linked to a Terms of Service violation. You cant access most features of the app, but youll still be able to withdraw remaining funds. If you think this is an error, you may be able to appeal this decision. To start your appeal and learn more about the appeals process, contact support. CFPB REBUTTAL RESPONSE XXXX XXXX Re : Complaint No. XXXX XXXX : Cash App ( XXXX, XXXX ) XX/XX/XXXX I. FORMAL DISPUTE OF CASH APPS RESPONSE I, XXXX XXXX XXXX XXXX, hereby formally dispute Cash Apps response dated XX/XX/XXXX. Cash Apps position is factually deficient and legally insufficient. Their claim that they were unable to locate correspondence and that insufficient information exists is contradicted by : My original CFPB complaint clearly outlining : Account closure without explanation Denial of access to funds Lack of appeal or due process Their own admission that they contacted me on XX/XX/XXXX requesting more information This demonstrates they had sufficient information to identify the dispute and initiate investigation, yet failed to resolve it. II. FAILURE TO COMPLY WITH FEDERAL LAW Cash Apps conduct constitutes violations of : 1. Electronic Fund Transfer Act ( EFTA ) 15 U.S.C. 1693f Financial institutions are required to : Conduct a good faith investigation Provide results within 10 business days ( or provisional credit ) Cash App has : Failed to investigate timely Failed to provide findings Denied access to funds without lawful basis 2. Regulation E ( 12 CFR 1005 ) Requires : Clear error resolution procedures Consumer access to account information Cash App provided neither. 3. UDAAP Violations 12 U.S.C. 5531 Cash Apps actions constitute : Unfair conduct ( consumer harm : loss of access to funds ) Deceptive conduct ( claiming withdraw funds while restricting access ) Abusive conduct ( denying appeal rights and meaningful recourse ) III. BAD FAITH DELAY TACTICS Cash App attempts to shift responsibility by stating : We encourage you to reply to the referenced email This is a procedural deflection and not a lawful response. They : Already had sufficient notice via CFPB Chose not to resolve the issue Are attempting to delay regulatory scrutiny This constitutes bad faith claims handling and regulatory evasion. IV. DEMAND FOR IMMEDIATE CORRECTIVE ACTION I demand the following within 10 calendar days : Full written explanation of account closure Complete account records, including : Transaction history Internal flags or compliance notes Immediate restoration of access OR full release of all funds Formal appeal process disclosure Identification of any alleged Terms of Service violation V. NOTICE OF ESCALATION Failure to comply will result in immediate escalation including : CFPB Enforcement Referral FTC Complaint ( Unfair Business Practices ) State Attorney General Complaint ( California ) Civil Action for : Conversion Breach of contract Statutory damages under EFTA Punitive damages for bad faith VI. PRESERVATION OF RIGHTS All rights are expressly reserved, including : Recovery of actual damages Statut ory damages Consequential damages Attorneys fees and costs VII. CONCLUSION Cash App has failed to meet its legal obligations and is improperly attempting to avoid accountability through procedural delay. This response places Cash App on formal notice of regulatory and civil liability exposure. XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation