Consumer complaint received 2025-03-06 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: Block, Inc.
State: WA

Complaint narrative:
To Whom It May Concern, I am writing to file a formal complaint with the Consumer Financial Protection Bureau ( CFPB ) against Cash App, operated by Block , Inc., due to their persistent failure to address a recurring issue with my account. Despite multiple attempts to resolve the matter through their customer support channels, I have been met with inadequate responses and no meaningful resolution. I am seeking the CFPBs assistance to investigate Cash Apps practices and ensure they provide a proper solution to my issue, while also protecting other consumers from similar experiences. 

Background I have been a Cash App user since XX/XX/XXXX, relying on the platform for convenient and reliable financial transactions. Until recently, my experience with Cash App was largely positive. However, beginning in XX/XX/XXXX, I started experiencing frequent cancellations of my payments. These cancellations have occurred despite my strict adherence to Cash Apps guidelines, including using only personal payment methods registered in my name and transacting exclusively with trusted individuals or reputable businesses. 

Specific Issues The primary issue is the repeated and unexplained cancellation of my payments. Each time this occurs, Cash Apps support team provides only vague and generic explanations, such as citing unusual activity and claiming the cancellations are for my protection. When I request specific details about what triggers these cancellations or actionable steps to prevent them, I receive no meaningful answers. For example, in a recent response from Cash App Support Manager XXXX, I was told : We review payment data to help keep Cash App safe. If anything appears out of the ordinary, the payment is canceled. Since you mentioned this being a repeat issue, I recommend making the payments outside of Cash App. 

This response is insufficient for the following reasons : It fails to explain why my account is being flagged, despite my compliance with Cash Apps policies. 
It suggests abandoning the service rather than addressing the issue, which undermines the purpose of using Cash App. 
It does not provide a solution or any assurance that the problem will be resolved. 
In subsequent communications, I was informed that no further action could be taken and that my concerns were merely documented for internal review, leaving the issue unresolved. 

Impact These payment cancellations have significantly disrupted my ability to manage my finances. I rely on Cash App for timely transactions, and the frequent cancellationsoften followed by delays in refund processinghave caused considerable inconvenience. Additionally, the lack of transparency and accountability from Cash App has eroded my confidence in their service, which I initially chose for its ease of use and reliability. 

Actions Taken I have made every reasonable effort to resolve this matter directly with Cash App, including : Contacting their support team multiple times via email and in-app messaging. 
Providing all requested information and offering additional details to aid their investigation. 
Requesting specific reasons for the cancellations and steps to prevent future occurrences. 
Asking for my case to be escalated to a senior representative and for a clear timeline for resolution. 
Despite these efforts, Cash App has failed to provide a satisfactory response or a resolution. Their replies remain evasive, and my requests for escalation have been ignored or dismissed. 

Request for Investigation and Resolution I respectfully urge the Consumer Financial Protection Bureau to investigate Cash Apps business practices, with a focus on : Their handling of customer complaints, which has been dismissive and unhelpful in my case. 
The transparency of their security measures, particularly why payments are canceled without clear explanation or recourse for affected users. 
Their failure to resolve recurring issues, instead deflecting responsibility onto consumers. 
For my specific case, I request that the CFPB compel Cash App to : Conduct a detailed review of my account to determine the cause of the payment cancellations. 
Provide a clear, specific explanation of the issue and actionable steps to prevent it from recurring. 
Implement a lasting solution to ensure my account functions as intended. 
Additionally, I hope your intervention will encourage Cash App to improve their customer support and transparency, thereby preventing other users from facing similar frustrations. 

Conclusion Having used Cash App for over two years, I would prefer to continue relying on their services. However, their inability to resolve this ongoing issue has left me with no choice but to seek your assistance. I trust that the CFPB will take this complaint seriously and hold Cash App accountable for addressing my concerns effectively.

Company response to consumer: Closed with explanation