Thread by @kaprizant, Sunday, April 25th, I bought a new phone and, thinking nothing of [...]

Sunday, April 25th, I bought a new phone and, thinking nothing of it, I decided to redownload Cash App to continue my use of it. Something so simple snowballed into a larger problem.

This is an earnest thread about why you should either limit or completely stop your usage of CA.

I've been using Cashapp for a little while now (a couple of years at the very least). I have a card; I've linked my bank. I've used it for clutch transactions, a side gig, to help others, the whole nine. The app itself is very useful. So long as you're able to log in.

Once you're locked out of the account for one reason or other, there are very little safeguards in place for you to restore your money. Cashapp has three forms of support: social media, email, and phone. Two of three of them are utterly useless.

And this is through no fault of the agents themselves through phone and social media, but the training they have received proves that the product itself is flawed and half-baked. Namely, their first cure is for you to make a new account in order for you to do anything.

Afterward, you're told to follow prompts on the app itself. These are steps that the consumer can do. To be told, through whatever means, that there's nothing they can do and it's all on the email team is disheartening. But fine, again, blame the company not the employee.

Let's move onto email team. If and when you send support staff an email, it will take them 24 hours to reply. Not just the first time but every. single time. I am in a critical situation right now, and I have gotten ONE email every 24 hours from them.

And this speaks less about the wild times we live in and, again, more about the product itself. I am understanding and know that high call and email volumes happen. I'm IN customer service. I understand. However, when I get a reply through email team, I'm dealing with a —

— different agent every time. I have been dealing with this since Sunday, and I've only gotten a reply from the same agent twice in all of this. One reply A DAY, I would like to repeat. One agent gave me a list of things to reply back with and didn't answer any of my questions.

I tried calling their phone support line, and the agent gave me a roundabout way of saying that he just didn't know. There was a question I had about the recovery process and not anything particularly sensitive, and he admitted he didn't know. Why is it like this.

Having different agents handle 1) my sensitive information and 2) my case as a whole allows for information to get lost in general.

What even got me to this point? I got a prompt asking to confirm my identity, I provided the information it wanted, and it say that it was not linked to any information they had. Which... doesn't make sense. I made a withdrawal earlier in the month after pay day USING the—

— exact same card information I provided for them. Since I hadn't 100% switched from my other phone, I double checked my card information, updated it just in case, and then entered it again.

"Unable to sign into this device". That's what sealed my fate.

I tried to sign into the computer because I've done it before. Signed in just the other week actually. "Unable to sign into this device."

Okay... Since I'm still logged in on my previous phone, let me just— I see the app restarting right in front of my eyes.

"Please confirm your identity."

I provide my linked bank information.

"Unable to sign into this device."

I am locked out of three devices with no recourse.

I immediately looked up Cash App's phone support as I hover over the Support option on the app itself since I have it in my hand. And that's when it really sinks in that they cannot help me. I did reach out to them through social media to the same ultimate conclusion.

And as I've dealt with handing over my legal information to the email team, someone swoops in with the most roundabout logic of telling me they cannot help me and I have to make a new account entirely to continue to use their service.

But that's not what the agent before said.

He told me that he was keeping an eye on my case and was waiting for my email so that we could go forward. I responded to him ~2 hours after he emailed me (I can only work on this at home, and I was at work). The email I got today I responded back to in 15 minutes.

The @CashApp team is ONLY helpful with quick replies through social media and phone. I replied within fif.teen. minutes. of that email, and I know for a fact that I will have to wait until tomorrow for someone, if anyone, to help me with my case.

And I don't know who I am going to get. I don't know what the next step is.

1) They wouldn't tell me my balance when I asked for it.

2) I have to make a new account? But I have MONEY on my current, locked account. Is it gone? Do they have it now?

3) I use Cashapp for a —

3, cntd) — very specific purpose, and years of my life's work is just gone now. Just like that because I was essentially lied to when I was told someone could help me.

Cashapp's website is not your friend. It does not work because the entire premise of the product itself relies heavily on the app. I have proven my identity in every way short of skywriting and showing up in person, and I cannot secure my own information.

I was told, by this new agent who shouldn't even be in the equation, that I couldn't be helped for "security reasons". The very same reason I was already being helped with in the first place. She told me there was no way to overturn it. My finances have been abruptly —

— cut off, and I have no clear understanding of why. She was very cheery and completely oblivious, and I have to way until tomorrow because @CashApp's email team only replies ONCE every 24 hours. They don't tell you that in the fine print, so I'm telling you now.

I'm not completely down and out, but I know that I lost an untold amount of my own finances just as I was in the middle of pivoting in an essential way. Ironically, I was going to withdraw and consolidate because I'm shifting banks. Oh. Fate is cruel.

Please withdraw your money regularly into a bank of some kind. And consider using alternatives if you can. Venmo, Chime — something else. I can't even list all of the possible alternatives;if someone knows them, link them.

Discretion is key. Yes, because I'm in the LGBT umbrella but also because I work freelance. A lot. It's very easy and fast to just collect on receipt and keep my name away from people who don't need to have it.

It's hard to find reputable but workable money apps that allow you to put yourself in a preferred light but also give you something to work with. My life using Cash App was genuinely painless until this week. The app allows you to do many things, but if you NEED something, you—

—will absolutely hurt. I wish I could explain this entire situation in a more comprehensive way. I know that this has been awful, and I can't even get into the communication errors fully. But please, I am on my hands and knees, asking you to consider using any other service.

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If March came like a lion, April is leaving like a stomach virus. On top of other things that have happened to me in just this last week alone, I am tired. I am broken. I just want this to be handled properly so I can collect the pieces and go.

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