Consumer complaint received 2025-10-21 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: CO

Complaint narrative:
On XX/XX/XXXX, I received an email from Cash App stating that my debit card was deactivated. Please see email below. 
XXXX  From : Cash App XXXX Date : XX/XX/XXXX at XXXX XXXX XXXX XXXX XXXXXXXX Subject : Your Cash App Card was deactivated Log in for more info Your Cash App Card has been deactivated and any paychecks sent to your account in the future will be returned. Please log in to your account ( XXXX XXXX XXXX for more info. 

Learn More Log In For any issues, including the recipient not receiving funds, please contact us at support or you can reach Cash App Support by calling XXXX ( XXXX ) XXXX. We're here to help every day from XXXX XXXX XXXX XXXX XXXX XXXX 
Privacy Policy | Terms of Service Cash App __________________________________ I reached out immediately to be told that I violated the Terms of Service and that I was permanently banned from using Cash App. I filed a dispute and was told it could take up to 30 days. 

On XX/XX/XXXX, I received an email from XXXX XXXX XXXX Cash App stating that the conducted an investigation and that the account would remain closed, but again, was not offered a valid reason. Please see email below. 
XXXX From : Cash App Support XXXX Date : XX/XX/XXXX at XXXXXXXX XXXX XXXX XXXX XXXXXXXX Subject : General Support [ thread : XXXX : : ] Hi XXXX, This is XXXX from Cash App Support. Thank you for your patience during our delay. 

I'm reaching out in regard to your account closure. I understand how important this can be for you. I will provide some clarification about the issue in question. 


We conducted a review of your account. Based on that review, we have found activity that violates our Terms of Service ( XXXX XXXX XXXX XXXX 

As a result, your Cash App account will remain deactivated and you will no longer be able to use your account or its features. 

If you have an investing account and have questions, visit our Cash App Help Center at https XXXX XXXX XXXX XXXX XXXX XXXX XXXX or contact Support directly through your app. 

To withdraw any remaining funds : - Tap the Banking tab on your Cash App home screen - Tap Withdraw - Select an amount - Confirm with your PIN or Touch ID ( if enabled ) Your remaining funds will be available within XXXX business days. If you opt to transfer instantly, your funds should arrive momentarily. 

For more help, visit our Cash App XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX or contact Support directly through your app. 

We appreciate your patience and understanding in this situation. If you have any other questions, please don't hesitate to contact us again. 

Best regards, XXXX XXXX. 
Cash App XXXX. 
XXXX I dont understand how a company can just cancel someones account without giving a valid reason as to why, other than You violated the Terms of Service. I only ever used Cash App to transfer money between my accounts or to and from my friends and family. I would like to know what they claim was violated. Thank you.

Company response to consumer: Closed with explanation