Cash App complaint: Refusing to release my funds from a refund from a merchant of 900.00

I purchaced an item for 900.00 in aug of 2020 n i hadnt recieved my item as of nov. 12th 2020. n decided to get my money back. I had rembered i closed that acct w cash app. N immediatly contacted cash app. Customer service told me to send the my old acct info. Card numb cash app name and amt of transaction . so they could forward it to my new acct i had open already a few weeks with cash app.. Only to email me back after getting my info saying they could not return my money to me.
Hi Erika,

Nelson from Cash App Support here. Thanks for reaching out, I can see that you have some concerns regarding the funds in your old Cash App account and I completely understand how important this situation can be, but I’ll be glad to help you out with this matter.

To help you regain access, we need some additional information:

– Full Legal Name (first and last)
– Current $Cashtag
– Previous $Cashtag
– Phone number andor email address linked to your previous account
– Which account would you like to continue using?

Any of the following from your previous account:

– Last 4 digits of the linked debit card (or billing zip code)
– Last 3 digits of the linked bank account
– Last 4 digits of the Cash Card (or shipping zip code)

I hope you’re doing well and you’ve been staying safe during this difficult time. Please feel free to reach back out whenever you are able to. I’ll keep an eye out for your reply.

Regards,
Nelson.
Cash App Support

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Hi Erika,

Nelson from Cash App Support here. Thanks for reaching out, I’ll take care of you from now on, I can see that you have some concerns regarding the funds in a Cash App account and I’ll be glad to take a look at this matter for you.

Unfortunately, after checking on your case, we’re unable to grant access to these funds 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.

In the meantime, if you have any other questions or concerns, please feel free to reach back out.

Regards,
Nelson.
Cash App Support

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