My complaint:
I have recently reached out to cash app to get assistance in merging my account. In the self service options they explain in order to merge the account when you have an old phone number or email address to put it on the new account to link them together. In my case the email address is the same but the phone number is different so I chose the email option, once I did not only did it send a ation to my email address but also to the old number that is no longer in service. So then I emailed support and they provided me with all the information that I needed to send them. Once they responded they asked me to review again the information I sent and correct anything like misspelled words etc. I noticed in my old cash tag Id that I left out my middle initial so I made the corrections and sent it in. Then they asked me to place an order for a cash app card for the new account and email them when I’m done, so I did. Then they send a 4th response and told me to then enable Bitcoin on the new account and I did all of that for them to say that due to security reasons they can’t merge my account. Now what’s so crazy is that all of my personal information is exactly the same because when you request a card you have to enter your date of birth, last 4 of social, address etc. My email address, physical address, mailing address, bank that I used is all the same and I even told them the information of the money that I had attached to my old account, the person who sent it name and phone number and well and the amount and date of the transactions. So then I get a response that they can’t merge the accounts and in the future have my information updated. However ONLY my phone number changes because once my 3 year old broke it, I went with another phone company and different phone number. It almost as they wanted me to know that she was going to break the phone and in the past when I changed my number, I always updated my account. So now I paid to have my old phone number turned back on so I can get the verification code to retrieve my money and now their saying that I can only get my funds using the original cash app card that I had in which I no longer have that card because since then I’ve gotten a bank account. So it is like I’m just stuck. I need someone who can help me or share some knowledge on how I can get my funds from cash app
Suggested solution:
Once I made the correction with only leaving out the middle initial when sending them my old cash tag they could have merged my account or once they had me to send a cash app card to myself from the new account they had me to make, they noticed that all my information was exactly the same. I could have sent them a copy of my drivers license and proof of the transactions that is waiting for me to cash out as well as I could have forward them some of the last transactions that was sent to my email from the old account. I did exactly everything they asked of me.
