Consumer complaint received 2026-02-05 00:00:00
Product: Money transfer, virtual currency, or money service — Virtual currency
Issue: Other transaction problem — 
Company: Block, Inc.
State: FL

Complaint narrative:
Cash App locked my account on XX/XX/XXXX while it contained XXXX, and they have blocked every method of accessing, selling, or withdrawing it for nearly a year. I have contacted support around 12 times and followed every instruction they provided, but the XXXX features remain disabled and the same nonfunctional steps are repeatedly sent to me. My activity history shows dozens of failed cashout attempts because the app will not allow access to the XXXX tab. When the account was locked, my XXXX was worth {$2400.00} ; today it is worth only {$1600.00} and continues to decline. Cash App is holding my funds without providing any way to access them, causing direct financial loss. 

Issue : Cash App locked my account while it contained XXXX and is preventing me from accessing my funds. 
What happened : My Cash App account was locked on XX/XX/XXXX, while it still held XXXX. When Cash App locks an account, they disable the entire XXXX section, which makes it impossible to sell, transfer, or withdraw XXXX. The funds are visible on the blockchain, but Cash App controls the private keys and has blocked all access. 
What I tried : On XX/XX/XXXX, I attempted to follow the withdrawal instructions Cash App sent me, but the instructions do not work because the Bitcoin features are XXXX on a locked account. Since then, I have contacted Cash App support approximately XXXX times. Each time, an agent says they will reach out to a specialty team and asks for my email again. After that, I receive the same generic cashout instructions that do not work for XXXX. 
My Cash App activity history shows repeated failed attempts to cash out because the app will not allow me to access the XXXX tab. These attempts include : XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX had the highest number of failed attempts, including XX/XX/XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX. All of these attempts failed because Cash App XXXX the XXXX features after locking my account. 
Financial harm : When my account was first locked, my XXXX balance was worth {$2400.00}. Because Cash App has prevented me from accessing or selling my XXXX for nearly a year, the market value has dropped significantly. My balance today is only {$1600.00} and continues to decline. This loss is a direct result of Cash App blocking my ability to withdraw or sell my XXXX. 
Why this is a problem : Cash App is holding my XXXX without providing any method to access it or any legal justification for withholding it. I have repeatedly explained that the instructions they send are impossible to follow because the XXXX tab is disabled, yet they continue sending the same steps instead of providing a real review or solution. This has been ongoing for nearly a year and has caused me financial loss.

What I am requesting : I am requesting that Cash App either : Reopen my account long enough for me to withdraw or sell my Bitcoin, or Release or liquidate the Bitcoin on my behalf and return the value to me.

I am simply asking for access to my own funds.

Company response to consumer: Closed with explanation