Consumer complaint received 2026-05-24 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: SC

Complaint narrative:
I am submitting this complaint regarding Cash Apps sudden and wrongful closure of my account, its failure to explain the specific reason for the closure, and its refusal to provide meaningful customer support or a timely dispute resolution process. On the morning my account was closed, it was in good standing. The only activity in the 48 hours before the closure consisted of routine, everyday personal transactions. Specifically : - I received money from a friend XXXX and then another XXXX ( whose account remains in good standing ). - I transferred {$36.00} to another friend to help buy dog food. - I sent {$30.00} to my daughter so she could help me get toilet paper and smokes and use the remaining to help with expenses for her son. - I paid off some of my borrow do that I could borrow the XXXX or that was available since you have to borrow at least XXXX. - On XX/XX/XXXX, I spent {$8.00} on groceries through XXXX. - Early this morning ( XX/XX/XXXX ), I spent an additional {$2.00} and change through XXXX for items missed in the previous delivery. - A recurring XXXX XXXX charge of approximately {$5.00} may been paid. I have or shall I say had various recurring charges set up with several streaming companies and XXXXXXXX XXXX store. I am a responsible consumer who takes compliance seriously and makes a point to follow the rules governing my financial accounts. Absolutely nothing in my recent transaction history violated any Terms of Service. Cash App even allowed the final {$2.00} XXXX transaction this morning to overdraft my account by {$3.00}. Just minutes later, at XXXXXXXX XXXX, Cash App abruptly closed my account without warning. # # # Vague Notices, the " Investment '' Excuse, and Potential " Guilt by Association '' The explanation Cash App provided is entirely bizarre and contradictory. When I checked the app, the " Learn more '' notice only gave a vague, generic statement that I violated the general Terms of Service. When I tried to navigate further in the app for an explanation, I received a XXXX error page stating, " Sorry, you have been blocked. '' Simultaneously, I received an email from Cash App stating I violated a customer service agreement specifically tied to an * * investment account * *. It makes absolutely no sense that Cash App would point to an " investment account '' violation when my recent activity was entirely limited to buying groceries and dog food. While I did use the stock feature in the past, my most recent investment activity was in XXXX. It is deeply suspicious and strange that Cash App would suddenly close my primary account today based on a dormant investment feature I haven't touched in months. My account has always been in good standing, and I had absolutely no issues or alleged violations prior to the setup of my brother 's separate Cash App account. Because I make sure to follow the terms and conditions, I strongly suspect that Cash App 's automated system wrongfully flagged my account purely because of an association with him. If Cash App linked our accounts and penalized me for someone else 's activity, that is entirely unfair and inaccurate. I am a separate consumer, and my account history proves I have only engaged in legitimate, everyday transactions. If " guilt by association '' is the true reason my account was closed, Cash App is hiding it behind a dormant " investment account '' excuse and refusing to give me a transparent, honest explanation. # # # Failure of Customer Support After appealing, I contacted Cash App phone support twice. * * Phone Call XXXX : * * I asked for an explanation, but the representative only told me that I could file an appeal. I demanded to be told specifically what I did. I was told I would get explanation from a different department but they only conversed through email. I answered a series of questions about my recent transactions and was told I must watch my email. It was after the first call that I discovered the email that stated I violated customer agreement and it caused my investment account to be closed. So I called back since I dont invest. I later discovered that my roundup used to get invested by Cash App but it had not had any activity since XX/XX/year>. * * Phone Call 2 : * * I rushed to call back since I dont XXXX hoping this would put an end to this because this all must be a computer error. They said I already filed an appeal they could not give me any information but watch my email. I begged for resolution I can not afford for my check to be late. If this was something my brother did then shut down that account but please please do not shut mine down. They told me the appeal could take up to 10 days. I told them that I understood that but I have a right to know what I did right then not 10 days later. How can I defend myself if I dont know what I did. Because I read the terms and conditions for cash app amd cash app investment and I did not violate any of it. They told me to watch for an email and dismissed me by telling me to " have a splendid day. '' Since that 2nd call I have called several more times and demanded to speak to a supervisor and then that supervisors supervisor. I received an email from the supervisors supervisor but it said all the same stuff vague violation will take 10 days. I argue that allowing an appeal without even given the charges is pretty much guaranteeing that I lose the appeal. A person has a right to know what they are accused of and to defend themselves but cash app refuses to give me even an email address for a person I can speak to in order to get such information. How am I to know that this appeal is even taking place. If my XXXX check was not going to that account I would wash my hands because it is all so suspect. What finance company wont allow a customer to speak to the department that holds the fate of their finances in their hand. I attempted to reply to one email that spoke of violations to investment account hoping I would reach the right people to get answers but the email bounced back, stating the address did not exist or could not accept messages. Cash App forced me into an email-only process, yet provided a dead email address and no meaningful follow-up. Not only that but the app said I violated terms and conditions to cash app yet the email referred to cash app investment so which is it? # # # Severe Financial Harm Cash App 's refusal to provide a same-day resolution is causing severe financial harm. My monthly Social Security XXXX check is directly deposited into this Cash App account. I explained to support that waiting up to 10 days for an appeal review would mean my XXXX payment would be returned to the Social Security Administration. This will delay my critical funds by at least five days, leaving me without a way to buy groceries or receive necessary financial help from friends. # # # Regulatory Context Cash App 's actions directly mirror the exact failures cited by the CFPB in its XX/XX/year> Consent Order against Block , Inc . The CFPB found that Cash App failed to provide effective, meaningful customer service, often utilized unhelpful form responses, and failed to adequately explain account closures. By closing my account based on inaccurate automated flagging, refusing to explain the specific violation, offering no functional escalation path, and putting my XXXX deposits at risk, Cash App is continuing the unfair practices the Bureau explicitly ordered them to fix. # # Requested Relief I request that the CFPB require Cash App to : 1. Provide a written, case-specific explanation of the exact rule or transaction that triggered this closure, including whether my account was wrongfully flagged due to an association with a family member 's account. 2. Immediately complete the appeal review to prevent the rejection of my Social Security disability deposit. XXXX. Restore my account access, as my recent activity consists only of ordinary, lawful transactions. XXXX. If Cash App maintains the closure, provide a lawful, evidence-based reason rather than a generic template regarding an investment agreement I haven't used since XXXX. I attempted to get my check moved but I missed the cut off date I have received no emails giving any explanations 6 Days have gone by and I have received only 4 emails 1 more vague than the last

Company response to consumer: Closed with explanation