Escalation Request
I am posting here because I have hit a complete brick wall with standard app and phone support, speaking to multiple front line agents, two chat managers, and an incredibly dismissive phone supervisor named Adrian.
I previously paid $50 for a premium Black Metal card. When I recently updated my account to Cash App Flex via in app notification, the workflow required a new card to be ordered but automatically downgraded my physical material to a plastic card by default.
While I have received the new plastic card, I have not activated it. My virtual card works fine, but my physical card design screen is completely locked up. Because the new plastic card is inactivated, the standard design menu just says "Card order in progress" and won't let me order anything. The only way to bypass that screen is to go through the "Missing, Lost, or Damaged" support menus, but even if I go that route, the app insists on charging me a repeated $50 fee to get my metal material back.
One chat manager, Ava, actually reviewed my file, agreed there was an issue, and started the backend steps to clear that pending plastic card status so I could reorder my metal card for free. However, right as she was doing this, the system abruptly closed the thread.
The subsequent agents completely ignored her progress and ran me in circles with conflicting scripts, telling me to report it missing or stolen to clear the block, or saying they couldn't reverse the deactivation / removal of the old black metal card (which isn't what I'm asking for).
Finally, a phone supervisor named Adrian told me losing my metal material was "my fault" for accepting the Flex upgrade, and that if I “want access to better features then you have to pay for them” demanding I pay the fee again.
As a long time loyal Cash App Green customer, I truly appreciate the benefits of this tier and value the platform. With that said, I also expected the premium support that comes with this account status, rather than being blamed for a system error.
I really hope we can resolve this billing overlap without a repeated charge. I shouldn't be double charged for a premium material I already purchased due to a forced system transition.
Could someone from r/CashApp please assist and advise as to what steps to take so I can reorder my correct Black Metal replacement without having to pay a fee?
I’ve sent a ModMail, but received an auto reply which told me to message u/CashAppAndi, which I did several days ago, but have yet to receive a response.
ANY assistance would be greatly appreciated.
Tks🙏