My complaint:
Please be advised that for the past few months I have received a monetary deposit of $700 from my current roommate via Cashapp services. My account $chantelmason84 login was setup with my email and contact number including my linked debit card. On 08012022 my roommate Tara Charles used her Cash App $taracharles to send me $700. On 08012022 I accidently dropped my cell phone and as a result my screen cracked and blacked out. As a result, I had to insert my sim card in my new phone. There was no change of cell service or phone number. Once I attempted to sign in to my cashapp the system asked me to verify the account beginning with card number 8415 which is my current debit card. I proceeded to enter my debit card information as instructed by the system and received a message advising that they were unable to verify the account, followed by suggesting reaching out to support for further assistance. Since access to my current account was not granted the system automated response instructed me to enter my email and phone number in order to reach support. There are no popup messages warning customers that once you enter this requested information of both email and phone number that you are completely removing your information from your old account to create a completely new account and as a result cashapp will inform that they are unable to verify your account. I have spent the past 12 days in constant communication with cashapp by phone and email and each customer service member have neglected to fully understand the issue and provide a resolution. I have been informed on each call attempt that they are unable to grant access or make a one-time transfer of funds because the account can’t be verified. I have been instructed to give the system an hour and to try back later. I have requested to speak with a manager or IT support and was informed that they are only available via email. I have sent multiple emails including legal documentation of Debit Card, Birth Certificate, Social Security Card, DL, Screenshot of Cashapp etc. and have received an automatic response advising that they are unable to grant access because they are unable to verify the account. Each customer service member has informed that they are able to view the account and show the funds but unable to verify the account to grant me access. It has been 12 days now and I have still not received any type of resolution or assistance with either being granted access to the account $chantelmason84 or receiving my funds of $700. This matter has caused a major financial hardship on me and my family. As mentioned, the funds of $700 was to me applied to my monthly rent for my apartment and since not available I have been charged a late fee from my apartment complex of $290. I’m a single mother of 4 and was unable to provide my children with necessities for back to school including uniforms and supplies the beginning of this school year. The lack of assistance and poor customer service is unacceptable and needs major improvement. I have politely asked the support team on each attempt to please let me know exactly what should be done on my part so that they are able to help assist me and each time by phone the rep will reply with thanks for calling cashapp and disconnect the call in the middle of my question. I’m completely dissatisfied with this company and lack of communication. Note: my roommate also made attempt to reach cashapp and for assistance and she was informed that they are also unable to help assist her since she already sent the funds from her account.
Suggested solution:
I would like to be provide my funds of $700 either by transfer of funds or applied to a cashapp card. I would also like to receive a formal written apology and resolution within a timely manner. I have responded via email and attached legal documentation (debit card, birth certificate, driver's license, screenshots of both cash app accounts, social security card etc to prove that I'm the account holder.
