Consumer complaint received 2025-02-03 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Block, Inc.
State: ME

Complaint narrative:
On a trip to XXXX in XX/XX/year>, my phone was stolen and I lost access to all of my accounts ( email, XXXX, banks, etc. ) Upon my return to the USA later that month, I contacted CASH APP, where I had XXXX of dollars in US currency and XXXX in order to gain access to my account ( which was linked to my previous phone number ). After numerous attempts to receive assistance from telephone customer support, I was informed that CASH APP decided to close my account because I was in violation of their terms of service, but I was told by the customer service agent that they could not disclose what the supposed violation was. I was able to subsequently access my account by disabling my XXXX  and continued to use my CASH APP account for many months. Recently, ( in XXXX XXXX XXXX if memory serves me correctly ), my CASHAPP account was closed again and I again reached out to customer service, who told me that they could not give me any information regarding my account, but that I could write for more information. I did so and after nearly one month, I received this generic email : " Hi, We have determined that you are not eligible to appeal your account closure. This is because you violated our Terms of Service. As such, your account will remain closed. As a reminder, this means you can no longer use your account or its features but you can withdraw your money. You can also sell any stocks or bitcoin you may have.

There are no further details to provide and no further action can be taken.

To withdraw any remaining funds : 1. Tap the Banking tab on your Cash App home screen 2. Tap Cash Out 3. Select an amount and deposit length 4. Confirm with your PIN or Touch ID Your remaining funds will be available within 13 business days. If you selected XXXX XXXX XXXX, they are already available. 

If you hold bitcoin in your account and wish to sell it, follow the steps here in Selling Bitcoin. 

To withdraw bitcoin : 1. Tap the Investing tab on your Cash App home screen 2. Select Bitcoin XXXX. XXXX the XXXX XXXX ( XXXX to Sell ) and tap Send Bitcoin 4. Enter the amount of bitcoin you want to withdraw ( you can toggle between XXXX or USD ) 5. Either tap the top left corner of the screen to access the QR code scanner or tap Send to enter the external wallet address manually 6. Tap wallet address to confirm 7. Tap Next 8. Tap Confirm or Done For more help, visit our Cash App Help Center at https : //cash.app/help or contact Support directly through your app. 

If you hold stocks in your Cash App Investing account and wish to sell or transfer them, visit our Help Center for information on Selling Stock and Transferring Shares. 

Selling shares and bitcoin may have tax implications. If you have questions about your particular tax situation you should consult a tax advisor. Cash App Investing does not provide investment advice or recommendations. Investing involves risk and you may lose money. Review the Disclosure Library for more on the risks involved with investing. Brokerage services provided by Cash App Investing LLC, member FINRA/SIPC and a subsidiary of Square , Inc XXXX 

Cash App Account Services ref :! XXXX.! XXXX : ref '' I sincerely believe that I did not violate any terms of service. The only possible explanation I can imagine for the closure of my account is that one of the customer service agents meant to assist me was irritated by my frustration and sought to avenge a perceived slight. I find it extremely irritating that CASH APP, an institution that holds money for their clients does not appear to have a team of dedicated client advocates and it is scandalous that the reason for my account closure would not be disclosed.

Company response to consumer: Closed with explanation