Consumer complaint received 2025-09-17 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Banking errors
Company: Block, Inc.
State: MI

Complaint narrative:
Cash App ( XXXX XXXX XXXX ) closed/disabled my account without explanation. I am XXXX XXXX, an independent candidate for XXXXXXXX XXXX XXXX XXXXXXXX ). This timing makes the closure appear politically motivated.

Under the Electronic Fund Transfer Act ( 15 U.S.C. 1693 et seq. ) and Regulation E ( 12 C.F.R. Part 1005 ), Cash App must investigate disputes, provide written results, and furnish documents relied upon. I demanded : ( 1 ) reopening or written legal justification, ( XXXX ) copies of investigative records, ( XXXX ) confirmation of fund status, and ( XXXX ) assurance of no negative reporting. 

Cash App has not complied. I seek immediate reopening, full documentation, confirmation of fund status, and compensation for losses caused by the lockout. 


-- - Expanded Narrative ( if form allows more detail or as PDF attachment ) Who I am : My name is XXXX XXXX, an independent candidate for the U.S. House of Representatives ( Michigans 9th District ).

What happened : Cash App ( Block, Inc. ) closed or disabled my account without providing any lawful or factual basis. I have repeatedly requested : Reopening or written legal justification citing policies/statutes ; Copies of all documents relied upon in the decision ( incident reports, flags, decision logs, internal notes ) ; Confirmation of the status of funds ; Written assurance of no adverse reporting. 


Cash App has ignored these requests. The timing of this closure during my candidacy raises serious concerns of politically motivated de-platforming.

Why this is unlawful : Electronic Fund Transfer Act ( 15 U.S.C. 1693 et seq. ) and Regulation E ( 12 C.F.R. Part 1005 ) require timely investigation of disputes, written notice of results, and access to documents relied upon. 

Cash Apps own policies echo these requirements. 

Blocking financial services without lawful explanation constitutes an unfair and deceptive practice under consumer protection law. 


Harm suffered : Loss of access to financial services during an active federal campaign ; Lost opportunities and reputational harm ; Delays in lawful transactions.

Relief sought : I request that CFPB compel Block, Inc. ( Cash App ) to : 1. Reopen/restore my account or provide a detailed written legal justification.

2. Produce all documents used in its decision.

3. Confirm the status of all funds and ensure no adverse reporting has occurred.

4. Compensate me for losses directly caused by the account closure.

Document Production & Records 1. Produce complete EFTA/Regulation E compliance manuals in effect at the time of account closure. 


XXXX. Provide the written policies governing account freezes, including XXXX triggers. 


XXXX. Produce all Suspicious Activity Reports ( SARs ) filed referencing me or my transactions ( redacted if required ). 


XXXX. Provide transaction monitoring logs and algorithmic flagging criteria used in my case. 


XXXX. Produce copies of communications with any financial institution partners ( e.g., XXXX XXXX, XXXX XXXX XXXX  ) about my account. 


XXXX. Deliver a full XXXX XXXX of every employee who accessed my account records ( with timestamps, employee IDs, and actions taken ). 


XXXX. Provide internal chat transcripts, Slack threads, Teams logs regarding my account. 


XXXX. Identify all keywords or triggers in your automated compliance system that flagged my account. 


XXXX. Produce the decision tree or workflow chart showing how automated account suspensions are escalated to human review. 


XXXX. Provide copies of all training materials given to Cash App employees on how to handle disputes under Reg E.

Legal & Regulatory 11. Cite the precise statutory authority that permits unilateral account termination absent consumer fraud. 
XXXX. Identify the jurisdiction and arbitration rules you believe govern disputes under your Terms of XXXX. 
XXXX. Provide the last 5 years of regulatory enforcement actions involving Cash App under XXXX XXXX. 
XXXX. List all regulators or government agencies notified about my account closure. 
XXXX. Confirm whether any XXXX requests, subpoenas, or grand jury subpoenas were received referencing me. 
16. Identify the compliance officer of record responsible for my accounts termination.

17. Provide the name and bar number of the in-house counsel who reviewed or approved my closure. 
XXXX. State whether you notified the Consumer Financial Protection Bureau of my dispute ( as required by complaint reporting obligations ).

19. Provide evidence of compliance with 15 U.S.C. 1693h ( Consumer Liability ) regarding provisional credit.

20. Demonstrate compliance with 12 C.F.R. 1005.11 ( c ) ( error resolution procedures ). 

XXXX XXXX XXXX XXXX. Provide my raw data export ( XXXXXXXX XXXX XXXX  ) from your backend databases. 
XXXX. Deliver a machine-readable copy of my account history, including hidden fields ( metadata, flags, internal tags ). 
XXXX. Produce all system-generated risk scores for my account. 
XXXX. Provide records of algorithm training data used for account-closure decisioning. 
XXXX. Identify whether AI or machine learning models were used in the decision, and produce their outputs. 
XXXX. List all third-party vendors with whom my account data was shared. 
XXXX. Provide the vendor contracts governing data access to my account. 
XXXX. State whether my account was included in any batch risk purges or automated sweeps. 
XXXX. Produce a copy of your data retention and destruction schedule. 
XXXX. Provide confirmation whether my data was replicated to offshore servers, and if so, in what jurisdictions.

Communications & Notices 31. Provide the exact wording of all notices allegedly sent to me about closure. 
XXXX. Prove the delivery method and timestamps of such notices ( mail logs, email headers ). 
XXXX. Identify any customer service scripts employees used when speaking about my account. 
XXXX. Produce all recordings/transcripts of calls between me and your support team. 
XXXX. Provide copies of consumer-facing policies in effect at the time of closure ( archived ToS and FAQs ). 
XXXX. Produce the consumer complaints log ( internal CFPB complaint matching ). 
XXXX. Provide internal escalation tickets with tags, priority codes, and XXXX compliance. 
XXXX. Confirm whether my name or account has been added to any external negative lists ( e.g., XXXX XXXX XXXX XXXX XXXX 
XXXX. Provide any correspondence with social media companies regarding me, my name, or account. 
XXXX. Confirm whether you flagged my account as linked to political activity or election-related risk. 

Accountability & Remedies XXXX. Identify every employee involved in the closure decision, with job title and department. 
XXXX. Provide the disciplinary record of employees who mishandled XXXX XXXX disputes in the last 3 years. 
XXXX. Show evidence of your annual Reg XXXX training certification for staff. 
XXXX. Provide your internal XXXX XXXX audit reports for XXXX. 
XXXX. Identify whether my account has been used in any model training datasets after closure. 
XXXX. State whether you have insurance coverage ( XXXX & O, cyber liability ) that would apply to my claim for damages. 

I. Corporate Structure & Governance ( XXXX ) XXXX. Provide a current organizational chart of all departments touching compliance. 


XXXX. Produce the minutes of XXXX meetings where XXXX XXXX XXXX was discussed. 


XXXX. Identify your XXXX XXXX XXXX and provide rsum/credentials. 


XXXX. Provide a copy of your XXXX compliance plan. 


XXXX. Provide your XXXX XXXX XXXX and policies. 


XXXX. Identify your designated Reg XXXX XXXX. 


XXXX. Produce your XXXX compliance manual. 


XXXX. Provide all XXXX ( XXXX XXXX XXXX XXXX ) risk assessments. 


XXXX. Provide the XXXX annual compliance certifications submitted to regulators. 


XXXX. Provide the job descriptions for every compliance XXXX. 


XXXX. Provide the whistleblower policy and hotline logs. 


XXXX. Provide your internal audit plan for consumer protection. 


XXXX. Produce a list of outside counsel advising on XXXX XXXX. 


XXXX. Identify all law firms retained for Cash App litigation XXXX. 


XXXX. Provide vendor XXXX XXXX minutes. 


XXXX. Provide your data governance charter. 


XXXX. Provide a copy of your risk appetite statement. 


XXXX. Provide your third-party oversight framework. 


XXXX. Provide your escalation matrix for compliance issues. 


XXXX. Provide all ethics certifications signed by employees in 2024. 

XXXX. Transactions & XXXX ( XXXX ) XXXX. Provide a general ledger extract of my account activity. 


XXXX. Provide reconciliation logs showing how my account was balanced daily. 


XXXX. Provide chargeback records involving my account. 


XXXX. Provide ACH return codes linked to my account. 


XXXX. Provide network flags received from XXXX XXXX 


XXXX. Produce internal memos on dispute ratios. 


XXXX. Provide the settlement files sent to banking partners. 


XXXX. Provide XXXX audit results for XXXX. 


XXXX. Provide PCI DSS compliance reports. 


XXXX. Provide the ledger reversal policy. 


XXXX. Provide rejected transaction reports tied to my account. 


XXXX. Provide system downtime logs impacting my access. 


XXXX. Provide fraud loss reserve calculations. 


XXXX. Provide the basis for XXXX thresholds. 


XXXX. Provide currency transaction report ( CTR ) logs. 


XXXX. Provide escalation reports for suspicious transfers. 


XXXX. Provide batch file extracts to partner banks. 


XXXX. Provide internal fraud alerts assigned to my account. 


XXXX. Provide return item handling procedures. 


XXXX. Provide correspondent bank queries. 


XXXX. Provide wire transfer logs. 


XXXX. Provide pre-funding policies. 


XXXX. Provide settlement exposure memos. 


XXXX. Provide third-party acquirer correspondence. 


XXXX. Provide risk engine audit logs. 


XXXX. Provide duplicate transaction investigation reports. 


XXXX. Provide accounting policy memos. 


XXXX. Provide evidence of XXXX XXXX XXXX controls. 


XXXX. Provide bank reconciliation packages. 


XXXX. Provide matching of suspense accounts involving my funds. 

XXXX. XXXXechnology & Data ( 5190 ) 51. Provide system architecture diagrams for Cash App. 


XXXX. Provide the list of APIs connected to my account data. 


XXXX. Provide source code documentation for risk scoring models. 


XXXX. Provide QA test cases run before deploying compliance code. 


XXXX. Provide incident reports for outages affecting me. 


XXXX. Provide SOC XXXX audit reports. 


XXXX. Provide cloud hosting contracts. 


XXXX. Provide geolocation records tied to my logins. 


XXXX. Provide device fingerprinting logs. 


XXXX. Provide cookie/session token histories. 


XXXX. Provide IP address logs for my account. 


XXXX. Provide multi-factor authentication logs. 


XXXX. Provide data breach notifications submitted to regulators. 


XXXX. Provide cybersecurity incident response playbooks. 


XXXX. Provide XXXX CSF compliance attestations. 


XXXX. Provide XXXX XXXX certification records. 


XXXX. Provide XXXX test results ( XXXX ). 


XXXX. Provide bug bounty reports referencing my account. 


XXXX. Provide firewall access logs. 


XXXX. Provide SIEM alerts involving my activity. 


XXXX. Provide database snapshots of my account table. 


XXXX. Provide version history of my account record. 


XXXX. Provide access control lists for my data. 


XXXX. Provide data lineage documentation. 


XXXX. Provide data masking/redaction policies. 


XXXX. Provide encryption key rotation logs. 


XXXX. Provide SaaS vendor security audits. 


XXXX. Provide incident tickets raised by IT about my account. 


XXXX. Provide change management tickets for closure decision. 


XXXX. Provide rollback/restore capabilities for my account. 


XXXX. Provide GDPR compliance reports ( if XXXX data processed ). 


XXXX. Provide CCPA compliance certifications. 


XXXX. Provide audit logs showing data exports. 


XXXX. Provide all AI/ML vendor contracts. 


XXXX. Provide data ethics reviews of AI models. 


XXXX. Provide model validation reports. 


XXXX. Provide false positive rates for closure algorithms. 


XXXX. Provide data bias testing results. 


XXXX. Provide shadow model performance logs. 


XXXX. Provide explainability memos on AI closure logic. 

IV. XXXX XXXX & Complaints ( XXXX ) XXXX. Provide CFPB complaint response logs. 


XXXX. Provide FTC inquiry responses. 


XXXX. Provide XXXX XXXX XXXX complaint summaries. 


XXXX. Provide XXXX XXXX complaint logs. 


XXXX. Provide internal complaint resolution times. 


XXXX. Provide complaint trend analysis. 


XXXX. Provide heat maps of complaint types. 


XXXX. Provide monthly compliance dashboards. 


XXXX. Provide call center quality monitoring scores. 


XXXX. Provide support ticket lifecycle reports. 


XXXX. Provide average response times vs. SLA.

102. Provide consumer disclosure templates.

103. Provide adverse action notices.

104. Provide UCC Article 4A compliance documents.

105. Provide escalation memos for VIP or sensitive accounts. 


XXXX. Provide complaint severity scoring rules. 


XXXX. Provide ombudsman reports. 


XXXX. Provide repeat offender tracking logs. 


XXXX. Provide call deflection rates. 


XXXX. Provide training records for dispute resolution staff. 


XXXX. Provide scripts for responding to Reg XXXX claims. 


XXXX. Provide QA reports on complaint handling. 


XXXX. Provide consumer harm assessments. 


XXXX. Provide remediation plans for past violations. 


XXXX. Provide corrective action plans filed with regulators. 


XXXX. Provide refund policies for wrongful closures. 


XXXX. Provide copies of all restitution paid XXXX. 


XXXX. Provide mediation/arbitration cases involving Cash App. 


XXXX. Provide settlement agreements with consumers. 


XXXX. Provide tracking logs of escalations to executives. 

XXXX Risk & Oversight ( 121150 ) 121. Provide enterprise risk assessments XXXX. 


XXXX. Provide stress test results. 


XXXX. Provide capital adequacy memos for payment risk. 


XXXX. Provide anti-deplatforming risk analysis. 


XXXX. Provide political neutrality policy. 


XXXX. Provide lists of PEP ( politically exposed persons ) flagged. 


XXXX. Confirm if my name is on a PEP list. 


XXXX. Provide country risk matrices. 


XXXX. Provide scenario analyses for account closures. 


XXXX. Provide lessons-learned reports from wrongful closures. 


XXXX. Provide remediation plans filed after regulatory criticism. 


XXXX. Provide stress scenarios involving election candidates. 


XXXX. Provide XXXX dashboard reports. 


XXXX. Provide XXXX  framework compliance docs. 


XXXX. Provide XXXX XXXX compliance memos ( if applicable ). 


XXXX. Provide risk tolerance thresholds. 


XXXX. Provide annual risk committee minutes. 


XXXX. Provide internal audit findings on closure practices. 


XXXX. Provide regulatory exam reports from XXXX. 


XXXX. Provide risk-adjusted closure ratios. 


XXXX. Provide heat maps of political activity risk. 


XXXX. Provide country-by-country closure stats. 


XXXX. Provide customer impact statements. 


XXXX. Provide scenario testing memos for reputational harm. 


XXXX. Provide public relations risk analysis. 


XXXX. Provide reputational damage dashboards. 


XXXX. Provide compliance testing of closure appeals. 


XXXX. Provide escalation path for politically sensitive cases. 


XXXX. Provide XXXX certifications for closure legality. 


XXXX. XXXX XXXX attestations that closures follow law. 





XXXX XXXX XXXX for Me! 


Paid For XXXX XXXX XXXX For XXXX

Company response to consumer: Closed with explanation