Consumer complaint received 2026-01-03 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Block, Inc.
State: CO

Complaint narrative:
Complainant : XXXX XXXX XXXX : Block, Inc. ( operator of Cash App ) Product / Service : Cash App digital wallet ; Cash App tax filing service Primary Amount at Issue : {$1200.00} ( U.S. Treasury / IRS refund ) I. Statement of Facts I filed my federal tax return using Cash Apps tax filing service, a consumer financial product operated and controlled by Block , Inc . I elected direct deposit of my federal tax refund to the account credentials assigned to me by Cash App through its designated banking partner, XXXX XXXX. 
The deposit credentials provided by Cash App were : Routing Number : ( Available upon request ) Account Number : ( Available upon request ) The federal tax refund amount was {$1200.00}. 
The Internal Revenue Service confirmed through an official refund trace that this refund was successfully transmitted via ACH to the above routing and account number on XX/XX/2024. The IRS further confirmed that the funds were not rejected, reversed, or returned to the U.S. Treasury. 
The IRS explicitly advised that once the funds were transmitted and accepted into the receiving banking system, custody, reconciliation, and disposition of the funds fell entirely under the responsibility of the receiving financial institution ( s ) and their program manager.

At some point following the IRS transmission, Block , Inc. restricted or terminated my Cash App account ( exact date not disclosed to me ). As a result, I lost the ability to : Log in to my account Verify or re-verify my identity Access transaction history or account records Retrieve, transfer, or otherwise control funds Resolve disputes through normal in-app or customer service channels Cash App functioned as my primary banking platform. The restriction therefore resulted in a complete interruption of my ability to conduct routine personal and business financial activity. 
Despite repeated attempts to resolve the matter through Cash App support and regulatory complaints, Block has never produced documentation explaining what occurred to the {$1200.00} federal tax refund. The funds have not been credited to me, reimbursed, or returned to the IRS. 
Blocks responses have relied on generic assertions such as no record of deposit or unable to verify account, without producing : ACH settlement or trace records ACH return or non-return codes Internal ledger entries Written confirmation from XXXX XXXX  regarding custody or disposition of the funds II. Legal, Regulatory, and Program Manager Responsibility Block, Inc. acts as the program manager and service provider for Cash App, selecting XXXX XXXX  as its banking partner and assigning consumer account credentials for receipt of federal tax refunds. 
Under applicable federal law and regulatory guidance, including but not limited to : Consumer Financial Protection Act ( 12 U.S.C. 5531, 5536 ) Regulation E ( 12 C.F.R. Part 1005 ) CFPB supervisory and enforcement authority over covered persons and service providers Federal ACH network rules and record-retention expectations Block bears responsibility to ensure that : ACH deposits are properly credited, returned, or accounted for Transaction records are accurately maintained and producible Consumers retain reasonable access to their funds and account information Disputes involving electronic fund transfers and federal payments are resolved transparently and timely As the platform operator controlling account access, ledger reconciliation, identity verification, and customer support, Block can not disclaim responsibility by deflecting to its banking partner. 
Block failed to : Credit the verified federal tax refund Return the funds to the U.S. Treasury Provide written documentation establishing the funds disposition Maintain or restore meaningful access to account records and dispute mechanisms These failures mirror issues identified in prior public enforcement actions involving Block and Cash App, including findings related to inadequate customer support, deficient recordkeeping, improper account restrictions, and prolonged denial of access to consumer funds. 
XXXX. Harm and Impact Financial Harm Loss of {$1200.00} in verified federal tax refund funds Loss of access to any remaining balance associated with the Cash App account Operational Harm Loss of primary banking and payment platform Inability to conduct normal personal and business transactions Inability to independently obtain records necessary to resolve the dispute Procedural and Regulatory Harm Denial of meaningful dispute resolution under Regulation E principles Failure to provide required transaction documentation Prolonged unresolved status despite regulatory escalation IV. Requested Resolution I respectfully request that the CFPB require Block, Inc. to : Credit or reimburse the full {$1200.00} federal tax refund to an account under my control Produce complete ACH documentation, including : ACH settlement and trace records Any return or non-return codes Internal ledger entries reflecting receipt, suspense, freeze, or disposition Confirmation from XXXX XXXX  regarding custody of the funds Provide a full accounting of my Cash App account, including any remaining balance at the time of restriction or termination Disclose the basis, authority, and timing of the account restriction or termination Restore account access, or if restoration is not feasible, ensure full release of all funds and records Formally evaluate my claim for inclusion in : Any CFPB redress, remediation, or restitution program involving Block, Inc. or Cash App Any current or future settlement framework addressing missing deposits, improper account restrictions, or customer service failures V. Litigation and Class-Action Preservation This complaint is submitted without waiver of any rights. I expressly preserve the right to : Participate in current or future class-action settlements involving Block, Inc. or Cash App Pursue individual legal claims where appropriate Seek restitution, damages, or equitable relief The verified IRS transmission of funds, combined with Blocks failure to account for or release those funds and its restriction of account access, establishes a factual basis consistent with issues addressed in prior enforcement actions and litigation involving Block and Cash App.

VI. References and Attachments IRS refund trace documentation confirming ACH transmission Copies of prior CFPB and FDIC complaints ( where applicable ) Documentation of Cash App account restriction or termination Correspondence with Block , Inc. support Public enforcement actions and settlements involving Block , Inc. and Cash App demonstrating systemic failures in customer service, account access, and dispute resolution

Company response to consumer: Closed with explanation