Consumer complaint received 2026-02-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Company closed your account
Company: Block, Inc.
State: MI

Complaint narrative:
Synopsis : My account was supposedly closed because they could not verify my identity yet the account was over XXXX years old, had received direct deposits, had stock purchased, and my business account opened. The account was not closed when I was told but yet restricted. I was denied an appeal and no other option were made available to me to provide proof of identity prior to closure. I have not been able to make the correct payment to both XXXX since I was unable to receive an invoice of what is due and where to make payment now account has been closed. I am unable to retrieve and receive my investment tax document for tax filing. Details : On XXXX XXXX I was advised in the app I could borrow up to {$450.00} and thereby I requested the funds to be deposited into my account. The application asked for my social security number to verify my identity only it said. I accidentally had a typo in the first entry and was warned by the app that a second would close the account. I ensured that the next entry was correct to avoid account closure ; however the app closed the account anyway after the second entry. I contacted CashApp representative immediately to rectify the situation and to inquire about the requested XXXX to ensure that now the account was closed it was not issued to me. I was told it wasn't and I could appeal the closure. I did and was denied the account reopening supposedly becasue I had violated the servicing agreement. When I asked specifically what the violation was agents kept repeating the general communication of the " violation of the Terms of Service ''. I was told I could go online to view the XXXX XXXX XXXX ; however, CashApp has about XXXX different servicing agreements. After multiple time of trying to resolve this issue since I had an overdraft amount I need to pay to them and an XXXX balance of XXXX that I could no longer pay through the app, I ask the agents to send me an invoice so I could make payment on what I owed to them. Instead, I received no invoice and the amounts are still outstanding and assessing additional fees for late payments every Friday. After receiving multiple emails from CashApp in XXXX regarding subscriptions that were being denied supposedly do to " account closure '' XXXX CashApp and spoke with another agent asking them to confirm account closure and was told it was closed. When asked why I was receiving transactional emails if was closed I was then told it was restricted ; nevertheless, a few days later it was effectively closed and I no longer had access to the account. I managed to locate a document in the app that appeared sometime after the restriction that stated the account was closed becasue the couldn't verify my identity, however I called Cash App on Sunday, XX/XX/XXXX, again calling to get information to make payment of the XXXX XXXXoan I was transferred to the loan department and spoke with an agent who stated that although my identity XXXX not have been able to be verified it would not have caused the account to close. I had stocks that were sold in XXXX that I held through CashApp, in which I have received notification via email today, XXXX XXXX that I have a tax document available in their app for my account that I no longer have access to. I called them today ( XX/XX/XXXX ) requesting they mail the interest statement for tax filing and was told since I could not verify my identity through the CashApp 's application they could not assist me, thereby I do not have my tax document that I need to file my taxes, which should have been mailed to me anyway. I told the agent I did not want to receive any more emailed communication from them and that I want all communication to be mailed to me. This has been an ongoing issue since XXXX. Please help me to address this matter.

Company response to consumer: Closed with explanation