Consumer complaint received 2026-01-17 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: Block, Inc.
State: NE

Complaint narrative:
To Whom It May Concern, I am submitting this formal complaint regarding Cash App ( Block, Inc. ) for the prolonged withholding of federally protected Social Security XXXX funds belonging to XXXX XXXX she opened the account with cash.app XXXX unfortunately she was illegally evicted and her belongings were packed into a pick up truck and stolen by management along with her identification and cell phone she does have more information for XXXX she might be able to access that account she have been trying since XX/XX/XXXX to access her cash app account benefits for XXXX and XXXX are in this account and I'm not sure ifher back pay was deposited into this account also so we're looking at {$1.00} for XXXX & XXXX and if her back pay is deposited in there that could be anywhere from another {$5000.00} to {$7000.00} for serious professional misconduct by one of its customer support representatives during a recorded support call. 

XXXX XXXX is a XXXX  adult with significant medical conditions. Her Social Security XXXX payments represent her sole means of survival, including access to food, shelter, medication, and basic hygiene. At present, she is experiencing homelessness and is medically vulnerable. The continued inaccessibility of her funds has directly interfered with her ability to care for her health and maintain personal safety. 

Despite repeated attempts to resolve this matter through Cash Apps customer support channels, her funds remain inaccessible. No adequate explanation has been provided, and meaningful escalation has been repeatedly refused. 

In addition to the financial harm, a serious incident occurred during a recent customer support call on XX/XX/year>, involving : - XXXX XXXX Her case manager ( the organization that assisted her in obtaining XXXX benefits ) - A Cash App customer service representative During this call, the Cash App representative failed to mute her microphone and was overheard by both XXXX XXXX and the case manager making disparaging remarks about XXXX XXXX and mocking the case managers inquiries while speaking to another employee. The conversation included complaining, laughter, and dismissive commentary regarding XXXX XXXX condition and the situation. 

When the representative was informed that her microphone was still active, the tone of the call immediately changed. A request to speak with a supervisor or higher authority was denied, no questions were answered, and the call was abruptly terminated. 

This incident raises grave concerns regarding : - Professional misconduct - Bad-faith handling of a XXXX benefits case - Improper disclosure of customer information - Failure to safeguard customer communications- Potential violations of consumer protection and privacy regulations To summarize, this complaint concerns : 1. The continued withholding of Social Security XXXX funds deposited into Cash App. 
2. The resulting material harm to a medically XXXX and unhoused individual. 
3. Refusal by Cash App staff to provide escalation or resolution.

4. An open-microphone incident involving mockery of a XXXX customer and her case manager. 
5. The abrupt termination of support after the misconduct was discovered. 

We respectfully request : - Immediate investigation of Cash App / Block , Inc . 
- Restoration of full access to XXXX XXXX XXXX funds- Written explanation of the account restriction- Disclosure of internal findings regarding the recorded call- Assurance that corrective action has been taken to prevent recurrence This situation has caused real harm to a real person who depends on these funds to survive. The conduct described above reflects a systemic failure, not a minor customer service issue. 

Thank you for your attention to this matter. Documentation, witness confirmation from the case manager, and supporting records can be provided upon request. 

Sincerely, XXXX XXXX On behalf of XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation