Consumer complaint received 2025-11-26 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Block, Inc.
State: MD

Complaint narrative:
On XX/XX/year>, I purchased approximately {$70.00} worth of XXXX through Cash App. Immediately after attempting to sell the XXXX back to USD, Cash App required identity verification. During my first verification attempt, I accidentally mis-clicked or entered incorrect information ( a simple user error ). The system instantly locked me out with the error message too many attempts and has never allowed me to re-attempt verification with the correct information, despite weeks of effort. 
Since XX/XX/XXXX, I have contacted Cash App support literally dozens of times through in-app chat, phone support ( XXXX ), email, and social media ( XXXX CashApp XXXX XXXX XXXX. Every single interaction has followed the exact same pattern : I am told to wait a few hours/days for the verification option to re-appear. 
I am told to delete and reinstall the app. 
I am told to update my phone/software. 
I am told to clear cache, use Wi-Fi instead of cellular, etc. 
I am told to submit identity documents ( government ID, selfie, XXXX, etc. ), which I have done multiple times with crystal-clear photos. 
I have followed every single instruction perfectly, every time, across multiple devices and networks. None of these steps have ever restored the verification option. Support agents repeatedly close my cases or mark them resolved even though nothing is fixed. I have screenshots, case numbers, and chat transcripts documenting all of this. 
As a direct result of XXXX XXXX refusal or inability to unlock verification : XXXX. I am unable to sell my XXXX and withdraw my own money. 
XXXX. XXXX price has dropped more than 10 % since XX/XX/XXXX, causing me ongoing financial losses every day the funds remain trapped. 
XXXX. I have wasted dozens of hours dealing with repetitive, ineffective support. 
This is not a fraud investigation on my end I simply made a single accidental click during verification and have been permanently punished for it. Cash App is effectively holding my money XXXX while providing no meaningful path to resolution. 
I filed a complaint with the XXXX XXXX XXXX on XX/XX/year> and XXXX XXXX response was identical canned language telling me to wait for the option to re-appear the same response they have given me for weeks. 
This exact pattern of prolonged verification lockouts, useless support loops, and inaccessible funds is the same conduct that led to the XXXX XX/XX/year> consent order against Block , Inc. ( XXXX XXXX parent company ) and a {$170.00} XXXX civil penalty for systemic failures in customer assistance and fraud/identity verification processes. My experience appears to be a continuation of the very same violations the CFPB already found. 
What I am asking for : 1. Immediate restoration of my ability to verify my identity with correct information. 
XXXX. Immediate release of my Bitcoin/funds to my linked bank account or Cash App balance. 
XXXX. Compensation for the financial losses I have incurred due to being forced to hold XXXX during a declining market caused solely by Cash Apps restrictions. 
XXXX. A clear explanation of why a simple verification mistake has resulted in an indefinite lockout with no remedy. 
I have exhausted all available customer-service channels and have received nothing but runarounds. I am now asking the CFPB to intervene and compel Cash App to return my money and resolve this issue immediately. 
I have extensive documentation ( screenshots, chat logs, case numbers, transaction IDs, etc. ) available upon request. 
Thank you for your assistance.

Company response to consumer: Closed with explanation