Consumer complaint received 2026-04-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: Block, Inc.
State: FL

Complaint narrative:
On XX/XX/year>, I reached out to cash app support for assistance with transactions I did not make. I spoke to a support agent and advised that there were numerous transactions that occurred of multiple types that were not mine. I advised support that my phone had been stolen and once I regained access to my account I saw transactions that weren't mine and immediately reached out for help. Support advised me to dispute the transactions and which ones I could dispute and which ones I could not. I was advised that I could not dispute the person to person transactions and I couldn't dispute the XXXX transactions. Support sent me a link to start my dispute and the transactions I disputed are as follows and are listed by the date they occurred, then merchants, amounts and the time it was conducted : XX/XX/year> : XXXX XXXX : {$14.00} @ XXXX XXXX XXXX : {$9.00} @ XXXXXXXX XXXX XXXX : {$9.00} @ XXXX XXXX XXXX : {$9.00} @ XXXXXXXX XXXX XXXX : {$9.00} @ XXXX XX/XX/year>XXXX XXXX XXXX XXXX : {$19.00} @ XXXX XXXX XXXX : {$9.00} @ XXXX XX/XX/year>XXXX XXXX XXXX XXXX : {$9.00} @ XXXXXXXX XXXX XXXX : {$9.00} @ XXXX XXXX XXXX XXXX {$14.00} @ XXXX XX/XX/year> : XXXX XXXX XXXX : {$4.00} @ XXXX XX/XX/year> XXXX XXXX XXXX : {$29.00} @ XXXXXXXX XXXX XXXX : {$9.00} @ XXXX XXXX XXXX : {$19.00} @ XXXXXXXX XXXX XXXX XXXX {$9.00} @ XXXXXXXX XXXX XXXX : {$19.00} @ XXXXXXXX XXXX XXXX : {$14.00} @ XXXX XX/XX/year>XXXX XXXX XXXX XXXX XXXX {$9.00} @ XXXXXXXX XXXX XXXX : {$9.00} @ XXXX XXXX XXXX : {$14.00} @ XXXX XXXX XXXX : {$19.00} @ XXXX XXXX XXXX : {$19.00} @ XXXX XXXX XXXX : {$9.00} @ XXXX XX/XX/year> XXXX XXXX XXXX XXXX XXXX {$19.00} @ XXXXXXXX XXXX XXXX : {$9.00} @ XXXX XXXX XXXX XXXX {$14.00} @ XXXXXXXX XXXX XXXX XXXX {$19.00} @ XXXXXXXX XXXX XXXX XXXX : {$19.00} @ XXXX Most transactions are still under review, however, upon completing the extensive list of disputed transactions i received an email for each transaction requesting me to complete an identity verification. So I began that process and on the first one, the system kicked me out leaving the verification incomplete and my account was immediately closed. Again I reached out to Support and was advised I could file an appeal because my account was closed due to a system failure and no fault of my own. After filing the appeal I received XXXX emails advising of dispute resolution for XXXX transactions XXXX from vehicle master and one from chrono technology. XXXX of the XXXX from vehicle master on XX/XX/XXXX, were denied, one was approved. The chrono technology from XX/XX/XXXX was denied. Upon seeing that XXXX of XXXX Disputes from the same merchant were denied I reached out to Support again. I was advised of the following : a XXXX XXXX XXXX unrelated transaction from XXXX was the reason they were denied. I am enclosing a copy. I've reached out numerous times about my account being closed at no fault of my own and I was told that I violated cash app ToS. I requested to know how I did that when all I did was dispute transactions that were not mine and I've gotten no response. I've reached back out to Support hoping that someone would actually help me but I've been blown off, completely had my questions to Support agents ignored and passed off to a " specialty team '' that never responds or acknowledges any correspondence, and only sends out prewritten emails advising that their decision is final and no correspondence will be accepted. How can a decision to close my account due to a system failure turn into me allegedly violating the ToS? I have not requested any refunds or any monetary gain from the unauthorized transactions, I've only requested they be removed from my account or at least have it documented that they were unauthorized so that I'm not held accountable for them and so that my account wouldn't be closed. However, they closed it anyways and refuse to provide documented proof of my alleged violation of the ToS, which according to cash app, I can request the documents that led them to their decision. But again, not one person will actually acknowledge the fact that my account was closed due to a system failure, that I'm not asking for any money back, I just want it to be documented that these transactions are not mine, and to explain why my Disputes are being denied based off of an unrelated XXXX XXXX XXXX transaction done with XXXX XXXX, not even any of the disputed merchants! A completely different merchant and from XXXX years ago. But again, I'm being ignored. Cash app is not acting ethically.

Company response to consumer: Closed with explanation