Consumer complaint received 2025-03-19 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Block, Inc.
State: ME

Complaint narrative:
This is fairly complex so allow me to start at the beginning. About a month ago I ordered items using my CashApp and the merchant made a huge error. While I haggled with the merchant a few days for a refund, the merchant was interested in giving credit ( I wont order from them again, ) and I was not interested in credit for items I felt wouldnt be received or to shop XXXX the merchant further, and finally we just were not getting anywhere. I consulted CashApp support at this time to see if I had a claim to process or if I was XXXX. The CashApp advocate agreed my claims seemed valid and put in all of my disputed charges. 

A few days after the dispute process began, the merchant refunded me partially and ensured some of my items came. This was hugely unexpected! I immediately contacted CashApp and let them know the dispute was settled before the claims process had completed. I explained the whole situation and the advocate confirmed my telling them. This was XX/XX/XXXX. 

On the XXXX of XXXX, very late, I receive a notice my account has been terminated for making fraudulent claims, emails showing failed claims, and saying Im terminated for not providing identification. Cashapp has confirmed my ID several times prior to this. They also never requested it again at any time or gave any opportunity to prove it again. 

I was told to contact support to file an appeal. I did and the support staff was purposely vague and unhelpful. They could not provide information. They refused to accept proof that I at no time willingly misled anyone, that I never made false claims, or that I had in good faith told them the dispute was settled, nor proof of my identity they just said wait for the appeal. Scrolling up proved I was not making false claims. 

All they asked was what I used my CashApp for. I told them. I was not dishonest. 

Outstanding de of this they were purposely vague, unhelpful, and did not assist whatsoever Today I get an email telling me that I am not qualified to get an appeal. I replied showing screen shots that I never made fraudulent claims and had even supplied the information that the claims were settled and that at no time had anyone asked me to verify my already verified identity. That the error was their advocate not updating them about my claims But I dont trust them. They never gave any chance to give any defense and furthermore made dishonest claims against me. 

Furthermore it isnt legal to punish someone for having claims they said were valid, that they filed disputes for me, and that they then failed to alert themselves internally were settled outside the dispute process This has now cost me money and time They bully people into not being allowed to make claims? Or is it that when it is proven said claims were not fraudulently made and the customer provided an update that they were settled by the customers surprise outside of the dispute process ( which isnt that uncommon, ) prior to the claim process ending, theyre just too lazy to alert their own departments and vilify the customer I have never broken their TOS. No one ever asked for ID and Ive been verified previously also.

Company response to consumer: Closed with explanation