Consumer complaint received 2025-09-01 00:00:00
Product: Checking or savings account — Savings account
Issue: Closing an account — Funds not received from closed account
Company: Block, Inc.
State: IL

Complaint narrative:
Cash app support appeal # XXXX .. wait on email XX/XX/XXXX... 

I requested to cash app, why did they abruptly close my teens account, he's a working tax paying citizen and needs the account for direct deposit and had over {$4000.00} in the savings account that has not been transferred to ( mom/sponsor ) acct using 2day standard withdrawal, which cash app allows to avoid a withdrawal fee. My responsible XXXX XXXX XXXX had almost {$1.00} in checking, over {$4000.00} in savings and over {$100.00} in XXXX investments. I watched the account frequently as a scam had once depleted about {$3500.00} from my sons account before! Around Monday XX/XX/XXXX My son called me from school hysterically crying and asking what happened to his account and had I see it? I immediately looked at my email and a basic message said that his account will be closing around XX/XX/XXXX and that I could appeal in the meantime. I immediately called cash app and asked why, I have not been treated so rude ever by a banking facility! The lady said she wouldn't tell me and kept loudly talking over me, sounding like she was reading a script maybe, as no question I was asking was being answered, like how do I get his money out and PLEASE slow down and stop talking over me. She finally stopped and screamed " HE ONLY HAD {$1.00} IN HIS ACCOUNT! '' I panicked because I knew his savings was over {$4000.00}! I asked to speak to corporate and she hung up on me! I called back and a guy answered, he also then started talking over me, seemingly, reading a script. I calmly said please don't do that your employee just did and I'm getting no answers, how do he get his money out and how much do you see in the account. I was relieved when he separated the accts and said the truthful amount in savings. It took some time but he finally said I could attach an account and withdraw it. He definitely wasn't detailed enough because my son didn't have another account as it's hard getting XXXX as a XXXX old. I assumed I could attach mine because I'm legally his sponsor on the account. So the next day, my son called and said he couldn't make a transaction with his card. I was confused because cash app had said the account wouldn't fully close until XXXX. So on XX/XX/XXXX I attached my savings account for my local bank. He was able to seemingly withdraw his funds, including his sold investment from XXXX on XX/XX/XXXX at XXXX and, seemingly, withdrew {$4100.00}. Today is Monday XX/XX/XXXX. It has now been over cash apps standard XXXX business days for transferring transactions. My bank doesn't see a pending transfer either. My son worked REALLY hard to save this much money over a year. He's depressed and stressed out believing he's lost everything he ever worked for and so am I because when my child hurt, I hurt. Cash app is very unprofessional, immoral and wrong in this situation and I want consequences and my son 's money. How dare they be rude and then steal from a teenager! In the meantime, he has no account and his jobs direct deposits are constantly returned so now there's another problem. My son can't spend money that he has made for lunch at work, etc. so he goes hungry as! If his money is not returned ASAP, I will seek legal action and let our large social media following aware. Thanks for your urgency and attention to this matter.

Company response to consumer: Closed with explanation