Consumer complaint received 2025-05-01 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: NJ

Complaint narrative:
Narrative Statement for CFPB Complaint Consumer Name : XXXX XXXX XXXX Impacted Account : $ XXXX Current Account : $ XXXX Cash App Case # : XXXX Amount Withheld : Over {$1000.00} ________________________________________ Issue Summary : This complaint is against Cash App ( Block , Inc. ) for unreasonably withholding funds from my inaccessible account, $ XXXX, despite my full compliance with repeated identity verification requests. I submitted every document a financial institution could reasonably require, and yet Cash App continues to deny access to my funds with vague and contradictory responses. This has caused financial harm and appears to be part of a broader pattern of neglect and abuse identified in previous CFPB enforcement actions against the company. 
________________________________________ Chronology of Events : XX/XX/XXXX : I mailed a formal written letter to Cash App because the in-app support tools offered no help in recovering access to my account. 
XX/XX/XXXX : I submitted a detailed identity verification packet via email, which included : My drivers license A selfie holding my license My Social Security card My birth certificate My debit card ( last 4 digits : XXXX ) Three months of bank statements showing Cash App transaction activity Past transaction history Verified phone numbers and email addresses XX/XX/XXXX : I called Cash Apps customer service line. No one was able to help, and the representative did not offer any escalation or resolution. 
XX/XX/XXXX : I completed Cash App 's mobile identity verification process and re-engaged with support. What followed was over 30 back-and-forth emails with at least seven different agents ( XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX XXXX, each giving inconsistent instructions and requesting the same information over and over again. 
I complied every time, resubmitting information that had already been provided. 
I was told by XXXX that a one-time balance transfer from $ XXXX to $ XXXX would be processed. 
I confirmed YES as requested. 
Less than an hour later, another agent, XXXX, reversed the decision, stating they could not proceed. 
When I challenged the contradiction, no further resolution was offered. 
Ultimately, I was told the account could not be accessed for security reasons, with no official denial letter or appeal option. 
________________________________________ I want to emphasize the extraordinary lengths I went to in order to verify my identityfar beyond what any bank would require. Cash App ignored valid credentials, refused to exercise basic judgment, and created a XXXX  customer service loop that left me without access to my own money. This is willful negligence, not a technical limitation. 
Worse, this appears to be a pattern of behavior. The CFPB has already taken enforcement action against Cash App for failing to provide adequate customer service. From my experience, this behavior is ongoing and systemic. Cash App appears to use poor support practices as a way to withhold customer funds and avoid accountability. 
________________________________________ Current Status : I still do not have access to my funds.

My funds remain locked in the inaccessible account, even though my identity has been repeatedly verified.

I have used every possible contact method ( app, email, letter, and phone ).

Cash App has provided no meaningful support or formal denial.

________________________________________ Requested Resolution : Grant me access to my original account ( $ XXXX ), OR Transfer my funds to my new verified account ( $ XXXX ), OR Issue a paper check for the full balance ________________________________________ Legal Grounds : Electronic Fund Transfer Act ( Regulation E, 12 CFR 1005 ) Consumer Financial Protection Act of 2010 State and Federal Unclaimed Property Laws Cash Apps own Terms of Service, which prohibit indefinite withholding of funds following identity verification

Company response to consumer: Closed with explanation