Consumer complaint received 2026-03-31 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: Block, Inc.
State: WI

Complaint narrative:
On XX/XX/XXXX and XX/XX/XXXX I contacted Cash App also known as as XXXX Bank to discuss with them unlocking my sons sponsor account which is also considered a representative payee account for XXXX XXXX Social Security money that he receives every month including backpay they stated due to security reasons they are unable to do that and will put my sons money in escheatment as they claim his account is inactive. His account is in fact active. He just can not get into the account because he can not access the email or phone associated with the account because he no longer has either. I have told the representatives and supervisors that I spoke to on both occasions via phone and email ( See attached ) I am willing to provide any information necessary to verify my and my sons identities to further access the account in which they would not let me do that and they told me that due to security reasons they can not unlock my sons account they can not transfer his money into his other Cash App account, a new separate account, which is in fact active, and he does have access to. I have tried to work with these people to get my sons money into a different type of account. I have even tried a wire transfer to my credit union which my son does also have a rep payee account there under my name as well and the micro deposits are not showing up in his transaction history so Im not sure if they are blocking them or why I can not see them because I am still able to see the transactions on my sons account however he can not access it. This to me is very frustrating because I feel like they are withholding my sons money and that is not fair to him and I would like to keep his money outside of cash app and in an actual bank because this is what happens when I trust an online bank that apparently doesnt know what theyre doing. I am really hoping for your assistance in this matter because I do not foresee us using Cash App as our main banking system going forward, I have no problem using Cash App in small dollar amount amounts however when it comes to {$2000.00}, {$3000.00}, {$10000.00} I do not want that money associated with a bank that is unwilling to unlock an account for me when Im willing to provide any and all information needed, including Social Security numbers, birth certificate, passport anything they would need and they are unwilling to work with me on that and I do not understand why this to me considered illegal and I would like to get this addressed so that I do not need to take them to court. I am really hoping for your assistance on this because I do not know where else to turn and I do not believe its fair to put my sons money into and escheatment when his account is active and has not been inactive in which they stated they would do that they would take his money and put it in escheatment and send me a letter in the mail within XXXX days but my son last use his account on the XXXX. He made a transaction so his account is not inactive and I do not understand why this is such an issue for them to keep doing this when the simple thing they could do is let me transfer the money. There is an email in this these attachments in which the person I spoke to on the phone from Cash App support told me she could transfer my sons money from his old account into his new account. And then in that same call when she put me on hold and came back on the phone, she told me she was not allowed to do that due to security reasons. I reiterated this to the supervisor that I had a conversation with today, XX/XX/XXXX and he said that he would not be able to do that even though I did ask him to. I do not understand why I am not allowed to help my son transfer his money when that money belongs to him, and I am the payee/sponsor on his account. XXXX willing to provide you any in all documents necessary as I have also stated a Cash App I am willing to talk with someone via phone email in person whatever may have you to get this addressed and fixed because I do not foresee this getting resolved without some help from an outside agency and I would like to get this sorted so that I do not have to take them to court. Hope to hear from you soon. As I do not trust Cash App, I have been moving my money from Cash App wired to my credit union so I I no longer have to worry about getting locked out of my personal account since there are so many issues trying to get my sons account unlocked. I suspect that may be XXXX of the reasons why they are flagging this as a security issue, however, this was also an issue the end of last year and there were no big transactions on my account. So for whatever reason this is still happening, I am willing to discuss and like I said provided any information needed.

Company response to consumer: Closed with explanation