Cash App complaint: INACCESIBLE CASH IN AN OLD CASH APP ACCOUNT

Money was sent to me in my cash app account but unfortunately my phone had broken down. I opened a new account in my new phone with a new cash tag.
I have contacted the customer about the issue . Every time they respond , it’s a new customer service agent asking the same requirement.
The last email I received they said for security reasons they cant access the the old account and therefore there is nothing they can do about it.
This is their email ;

(This is Jocy from Cash App Support, Thank you for reaching out us. I hope you’ve been staying safe during this time. I know you’ve been expecting to hear from us sooner and I appreciate your patience with this delay in getting back to you. I’ll be taking your case over from here, I understand you are trying to access to your previous account, and I know it is important for you to receive a response, So please allow me to assist however I can.

Paul, I truly wish it was in my hands to solve this issue for you, but, unfortunately, We’re unable to grant access to this account for security reasons. To protect your current account, we cannot override this decision.

You may continue using your current Cash App account to send and receive payments.

Please let me know if you have any other questions or if there is anything else I can do for you. I’m happy to help how I can!)

So the sender can’t receive the money back and I also can’t access the money . It is in a cash app account and they are the only ones who can access it.
This money should not be lost and they should produce this money or solve this problem so that we can get the money.