Consumer complaint received 2026-04-26 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: Block, Inc.
State: NE

Complaint narrative:
I am filing this complaint regarding the closure of my Checking Account, Savings Account, and Investing Account, with Cash App, a service of Block , Inc., immediately following my attempts to dispute inaccurate and potentially fraudulent transactions. After identifying charges on my account that I did not authorize or that were materially incorrect, I exercised my rights as a consumer to dispute those transactions in good faith. Shortly thereafter, on XX/XX/year>, my account was abruptly closed. When attempting to log in, I am presented with a message stating that my account was closed due to suspected fraudulent or unauthorized activity allegedly in violation of the platforms Terms of Service. Additionally, I received an email indicating that, after review, my account would remain permanently deactivated due to unspecified violations. I formally appealed this decision, and on XX/XX/year>, I was notified that a review had been completed and that my account would continue to remain permanently closed. However, at no point has Cash App provided any specific details, evidence, or explanation identifying the activity in question. Since the account closure, I have made multiple attempts to obtain clarification through Cash App support channels. Each time, I am told that my case will be escalated, yet I never receive any follow-up communication, resolution, or substantive response. This pattern of non-response has effectively prevented me from understanding or contesting the basis for the account closure. Prior to the closure, I was actively using my account for legitimate purposes, including receiving direct deposits. I had also become eligible for and utilized the Cash App Borrow feature. I borrowed {$150.00}, which is a feature I had used responsibly in the past and repaid over time without issue. However, due to the sudden closure of my account, I have been unable to access the platform to repay the outstanding balance. Despite being locked out of my account, I have continued to receive emails indicating that interest and additional charges are being applied to the outstanding balance. As of now, the amount has increased to {$160.00}. This is particularly concerning, as I am being charged fees on a balance that I am actively prevented from repaying due to the account restriction imposed by Cash App. I find this action particularly concerning because it appears I am being penalized for exercising my lawful right to dispute unauthorized or inaccurate charges. Financial institutions are required to investigate disputes and provide transparency in their determinations. Instead, my account was terminated without due process, explanation, or an opportunity to respond to the allegations being made against me. Additionally, based on the circumstances and lack of transparency surrounding this decision, I have concerns that I may have been unfairly targeted or treated differently due to my XXXX orientation and/or political affiliation. While I have not been provided sufficient information to confirm the basis of the decision, the absence of any clear justification raises serious concerns about whether prohibited discriminatory factors may have played a role. This lack of transparency, failure to provide requested information, continued assessment of fees while restricting account access, and potential retaliation for exercising consumer protection rights raises serious concerns regarding compliance with applicable financial regulations and consumer protection laws. I am requesting a full and detailed explanation of the specific reasons for my account closure, including any evidence relied upon, a resolution regarding the outstanding balance and accrued charges, and a review of whether this action was taken in accordance with governing laws and regulations.

Company response to consumer: Closed with explanation