Consumer complaint received 2026-01-23 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: FL

Complaint narrative:
This complaint is submitted for regulatory review by the Consumer Financial Protection Bureau and concerns an independent post-report compliance failure by the company. This matter is separate and distinct from any prior complaint involving unauthorized transactions. 

After notice of account compromise and stolen funds was provided, the company denied access to a Cash App account that was later closed. The company relied on internal policy related to email and phone number recall to block access to the account, transaction history, and records. As a result, the company prevented review of account activity and obstructed verification of the disposition of funds. 

The closed account at issue previously received government funds, including an income tax refund. By denying access to the account and records after fraud notice, the company eliminated transparency into federally protected funds and prevented verification of how those funds were handled after the account was compromised. 

This complaint is not a request for customer service assistance or account restoration. It is a request that the CFPB require the company to explain how its conduct complies with federal consumer protection laws. 

The companys actions raise serious concerns under the Electronic Fund Transfer Act ( 15 U.S.C. 1693 et seq. ) and Regulation E ( 12 C.F.R. 1005.11 ), which require a prompt, reasonable, and good-faith investigation of reported unauthorized electronic fund transfers. An investigation can not be reasonable when an institution prevents access to transaction records necessary to identify, verify, and dispute errors. Internal policies can not supersede statutory obligations. 

Because the account received government funds, including an income tax refund, the denial of access to records also implicates Regulation E protections applicable to government payments, including requirements related to transparency, record retention, and safeguarding of federally protected funds.

Additionally, the companys post-report denial of access to account records and transaction history raises concerns under the CFPBs authority to prevent unfair acts or practices pursuant to 12 U.S.C. 5531 and 5536. Retaining exclusive control over account records while denying access after fraud notice creates consumer harm, interferes with statutory rights, and provides no countervailing consumer benefit. 

The CFPB is respectfully requested to conduct regulatory review and require the company to : XXXX. Explain to the Bureau why access to account records was denied after notice of fraud ; XXXX. Identify the specific regulatory authority relied upon to justify denial of access ; XXXX. Provide documentation demonstrating compliance with Regulation Es investigation and record-retention requirements ; and XXXX. Account for the final disposition of all funds deposited into the closed account, including government funds. 

This complaint is submitted to request CFPB oversight and enforcement review. The burden should rest with the company to demonstrate lawful compliance and provide proof supporting its actions.

Company response to consumer: Closed with explanation