Consumer complaint received 2025-02-03 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Block, Inc.
State: PA

Complaint narrative:
My Complaint is with CashApp. They have refused to review my disputes and denied me access to the funds on my current account balance since XXXX. The disputes are all for a single payee so easily trackable. 

Someone fraudulently got into my account and made numerous money transfers to themselves without my permission. I notified the company of the transactions in XXXX and again in XXXX. There were a total of XXXX transactions I reported as fraudulent. I also have {$250.00} sitting on my current CashApp balance. 

Approximately a few days later, I was notified my disputes had been closed due to a fraudulent dispute. Approximately three weeks later I was notified that I had violated CashApp 's Acceptable use policy and that my account was being closed. I asked what policy I had violated and CashApp told me that was all the information they had in the system. I requested the evidence used to make the determination and they refused to send me anything. I was unable to withdraw my {$250.00} balance. 

I repeatedly called back and re-opened the disputes and CashApp repeatedly closed them. In at least five instances I was told to go back into the App on my phone or someone else 's. 

However, CashApp blocked my access on the app. Anytime I used my phone I was told my device had been associated with an account that violated CashApp 's Acceptable Use policy. I got the same error when I tried my email address, CashTag, and phone number, even when trying from another device. CashApp gave me no option to follow the instructions THEIR dispute team told me to do. I have multiple emails from them with the instructions that they specifically prevented me from doing. CashApp also refused to send me the {$250.00} on my balance via a check to my address on file and canceled my debit card, so they have continued to illegally hold and deny me access to my own money. 

So in addition to having no access to my own {$250.00} on my CashApp balance, they will not review the disputes I submitted. I continued to try into mid XXXX to resolve this. 

I am requesting that my account be re-instated so that I can access the App and blocks removed related to my device, email, and phone number. This is so that I can actually follow their directions to do multiple actions in the App and get access to my funds. In addition, the total amount of the disputes was {$3800.00}, I am satisfied if I can get the transactions reversed back to XX/XX/year> ( which I have identified on three separate occasions with customer service ). I believe this amount is between {$3000.00} and {$3200.00}. 

I am very disappointed that CashApp has no controls or methods in place to handle these things without going through the App, when CashApp is the one that DENIES access to the App. I feel this is bordering on theft and illegal holding of funds. I have tried everything I can to resolve this including making these requests multiple times to the disputes team as a path forward.

Company response to consumer: Closed with explanation