I made a payment to my landlord on July 3rd and didn't receive a notice that the payment failed until he tried to transfer the money to his bank on July 6th. The money dissappeared from his CashApp account after being there for 3 days and sent us both failed payment notifications. The money however was still deducted from my bank account.
While its easy enough to get ahold of someone on the phone, I was told that I have went over my $1000 spending limit and that I would need to verify my identity through the in app support feature in order to not only continue using my account, but also to even get my money refunded to my bank account (same one that the payment originally came from). I was also given no warning that my money would be held until I verified before making the payment.
While I thought this was crazy, I did as I was told and put in a ticket to get my account verified. I then received an email asking me for a picture of my drivers license as well as a selfie of me holding the license. I provided both of these things only to be told that I was providing a business or otherwise non legal name and that my account could not be verified. I responded to this email letting the rep know that i did in fact provide my legal name and real drivers license and asked what I needed to do to prove I am who I say I am. To this I received the EXACT SAME GENERIC EMAIL saying that I was using a non legal name.
I now feel stuck as I have reached out to my bank and they have said there isn't much they can do as CashApp transactions are regarded basically like "cash hand to hand transactions." I was emailing 2 different reps that have both now not responded to me in over a week.
I guess I'm just wondering if anyone else has dealt with something similar and what did you do to resolve the issue? Any advice is much appreciated.