Consumer complaint received 2025-09-28 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: PA

Complaint narrative:
This is what I wrote- Dear Cash App Support Team, I am writing to formally appeal the recent decision regarding my Cash App account. I want to clarify that no illegal or suspicious activity has ever taken place in connection with my transactions. I have been a loyal user of CashApp for several years and have relied on it as one of my most trusted platforms to conveniently send and receive money, especially with my family members.

The issue appears to have stemmed from a refund request I made through XXXX. I mistakenly believed I had been overcharged and requested a refund, but later learned it was not warranted. Unfortunately, this misunderstanding led to my account being flagged for suspicious activity. I want to stress that this was not an attempt to misuse the system, but rather a simple mistake on my part. 



The permanent loss of access to my Cash Appaccount has had a significant impact on my daily life. For many customers like myself, Cash App is not just an app, but a primary tool for managing and transferring money securely and conveniently. To have accounts closed permanently over minor or unintentional issues is disheartening, especially when customers are not given an opportunity to explain or appeal. 



I respectfully request that my account be reviewed again and reconsidered for reinstatement. I value Cash App and the services it provides, and I believe customers who have built long-standing, positive histories with the platform deserve fair treatment and the chance to correct honest mistakes. 



My original account was under the name XXXX XXXXXXXX, which was permanently closed by Cash App and later permanently closed by me ( XXXX XXXX ) because I was informed that I could not recover it. Since then, I created a new account ( listed here ) XXXX XXXXXXXX and I kindly ask that if any account can be reinstated, it be this new one, as I no longer have access to the original. 



Thank you for your time, understanding, and consideration. I look forward to your response and sincerely hope for a resolution that allows me to continue using Cash App as I have trusted it for many years. 



Sincerely, XXXX Husband This was some of their responses- [ First response ] I appreciate your patience on-line, XXXX. I can comprehend how urgent it is for you to use your Cash App account back, and I would be more than happy to help you with that. I was checking, and your account was closed because of an activity that goes against our Terms of Service ( XXXX XXXX XXXX  ). 

You are still able to access your account, sell your bitcoin or other assets, and withdraw any remaining funds. However, all other features, including the Cash App Card, have been permanently disabled.

Steps to View Routing & Account Number : Your monthly statement will contain your starting and ending balance for the month, fees, transaction history, direct deposit details, and your account and routing numbers. 

For more information regarding Cash App 's rules and regulations, please visit our Cash App Help Center at XXXX : XXXX, or review the 'Unsupported Industries ' section of our Terms of Service : XXXX XXXX XXXX 

If you hold bitcoin in your account and wish to sell it, please visit the Selling Bitcoin article at XXXX XXXX XXXX  for more info. 

-XXXX  I am doing my best to help you from my end, While we understand your frustration with your Cash App account, there is nothing else we can do for you at this time. If you need help with any issue outside of this, I would be happy to help.

-I appreciate your patience Im escalating your case, per your request. A manager will be in touch to assist you shortly. While I dont have a manager available at this moment, one will reach out via email as soon as possible. Whats the best email for them to reach you at?

Company response to consumer: Closed with explanation