Consumer complaint received 2021-01-19
Company: Square Inc
State: NM
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
I opened this CashApp in early XX/XX/2020. I had changed cell phone devices XXXX XXXX. I received an email correspondence : ***** ( Hi there, This is XXXX from Cash App Support, I'm sorry to hear you're having difficulties accessing to your account, I know how stressful this can be and I'm here to help however I can. 
In order to regain access, youll need to finish setting up this account first. 
To do so, tap the profile icon and select Personal. Then enter your name, email address, phone number, and a unique $ XXXX. Also, make sure to link your bank account : tap the Banking tab, select Linked Accounts > Link Debit Card or Link Bank. 
When youre done, reply to this email the following : - Full Legal Name ( first and last ) - Current $ XXXX  - Previous $ XXXX - Phone number and/or email address linked to your previous account - Last 4 digits of your newly-linked debit card or last 3 of your linked bank 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 responded : With as much information as I could ... I was unsure what $ XXXX meant or was. 
******XX/XX/XXXX response from cashapp** Hi there, XXXX here from Cash App Support. Thank you for taking the time to reach out to us. I see you've been communicating with XXXX. I'll be handling your case now and continue helping you with regaining access to your previous Cash App account. 
However, in order to regain access, youll need to finish setting up this account first ( this meaning the account you're currently contacting us from ). 
To do so, tap the profile icon and select Personal. Then enter your name, email address, phone number, and a unique $ XXXX. Also, make sure to link your bank account : tap the Banking tab, select Linked Accounts > Link Debit Card or Link Bank. 
When youre done, please let us know what you need from your previous account : ******XX/XX/XXXXI replied again ( I'm guessing you don't understand I can not get into that at all not even to update my profile. 
*****XX/XX/XXXXcash app response ( Hi there, XXXX here with Cash App Support. I see youve been communicating with XXXX. Ill be taking over from here and I can continue helping with getting access into your old account and I'll be glad to assist you. 
In order to regain access, youll need to finish setting up this account first. 
To do so, tap the profile icon and select Personal. Then enter your name, email address, phone number, and a unique $ XXXX. Also, make sure to link your bank account : tap the Banking tab, select Linked Accounts > Link Debit Card or Link Bank. 
When youre done, please let us know what you need from your previous account : - Login access ( it's your preferred account ) - Account balance - Tax documents or transaction history ********* Thats when I noticed this seems to be an auto reply. There was no one really reading my email request. I attempted to follow the advise and ended up somehow creating another account. When I call the only number cash app has listed. I receive a txt msg. with something similar to the email. and so on. I'm going in circles and I think it just keeps creating new accounts. All my information on the accounts is the same the only difference is that I have my XXXX and XXXX with the same pre-fixes. I have to add that I have had both those email addresses for the last 20 years. I have provided that information to cash app and still can't resolve. I just want all the moneys that have been paid to me by other users be transferred to my bank card or mailed by check. I do not want to do any business with this company. I believe the balance to be in the {$200.00} range. I know it's not much but times are tuff with everything going on and when I couldn't access or use my funds was something I could not work with. I have many many more similar replies from cashapp but I can not just get my account cashed out and closed. Please if there is anything possible that could be done. Respectfully

Company response to consumer: Closed with explanation