Consumer complaint received 2026-04-07 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: Block, Inc.
State: WA

Complaint narrative:
So upon using cash app which I have had this account for quite some time matter of years long story short is back in XXXX somebody somehow got a hold of my cash-up account and information and basically took over my account and fraudulently locked me out of my account I mean changed all the information on it and everything good thing that I have text statements from buying cryptocurrency earlier than the year from that account so therefore I have the account routing number and now the verification I needed to prove it as my account so they finally have to XXXX months of this taking place I don't see how they can allow it to go along but it did they allowed me access back to my account last night finally as I'm in my account finally for less than XXXX minutes I'm trying to transfer my funds that I had remaining in the account that wasn't stolen to my other bank because I don't trust their bank now and I wanted to close my account so I have to transfer my friends before I can close the account so as soon as I go to transfer the funds my account immediately locks on me they tell me a due to fraudulent activity when you can't you have access to your money for up to XXXX hours while we finish her investigation this shouldn't be no investigation and just got off the phone with him there was a XXXX long investigation they just did okay I mean literally they're just playing games and they keep giving me the same little run around spiel all over the XXXX to XXXX hours you'll hear something no no no no no it shouldn't be none of that my account was already set up with a feel safe apparently for them to lock it as soon as I try to do anything with my money and it's not like they're trying to hold my money hostage and then they tell me since I'm being you know I'm upset at I mean the literally just trying to talk over me and yell over me and tell me that there's nothing they can do and then they can't transfer supervisors none available and I know that's XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and that I can't have access to my funds there so they're basically trying to steal my money you keep me from my money I have a death in my family that I was supposed to be down in XXXX XXXX last night I couldn't get there because all my money is locked into that account and literally I'm locked out of it so I have no way to access my funds to purchase a ticket to go to be with my family and grieve during this personal hard time of one of our family members passing away tragically and so it's really not playing nice with my mental so they're telling me that since I'm getting angry with them that they won't assist me and they won't do anything about it nothing if I continue to be hostile towards them so basically they're telling me they're just going to keep my money and if I don't just you know play by what they say how they say when they say or else I'm going to obviously be locked out of my account and can't use my phones anywhere ever I would like to close my account and get my phones released to my financial institution of my choice

Company response to consumer: Closed with explanation