This is an actual chain of emails between myself and the CashApp support group. Only my private information has been redacted and all email addresses have been removed.
Believed it or not. Think whatever you want.... I was bored at home because of COVID and decided to test my theory. Here are my results!
Please note the original request for support was made through the app itself.
You might want to start at the bottom and read up. Might make more sense. Sure makes it more entertaining!
From: Mike
Sent: Tuesday, March 23, 2021 10:19 PM
To: 'Cash Support
Subject: RE: HOW MUCH WEED DO YOU GUYS SMOKE AT WORK???
0 out of 7 CRAPS!
This is the second, third, fourth, fifth, Sixth**, Seventh email in over a week!!!**
Camila & Vitto & Dre'a & Vanessa & Edward
You have to be by far the dumbest group of support staff ever assembled.
I am now convinced without a shadow of a doubt that you people do not exist.
This support group is obviously an automated response system. The last seven emails show evidential facts.
I am deleting my CashApp because you offer no support**.** Hell, you don’t even know I have an issue!
Once I changed my Cash Tag from $******** to $********** to make it simpler for people to enter my Tag, I could not transfer money from my checking to my account, not to mention sending or receiving money from other individuals.
I am posting my findings on Reddit to expose this fraud. I guess you will never know since you have not read a single email in a week and a half. A fabricated support person will promise a resolution in response to this email. At that time, I will add that to my post to prove the conclusion of my experiment.
I have concluded that the key to CashApp’s automated response support system has to be this reference code ( [ ref:_00D5w7BcER._XXXXXXXX:ref ] ). This code is generated on the first support request and is required to reply to a support staff’s email response. For an end-user to ask a follow-up question, this unique code must be in the subject line and/or the body of the email to trigger the subsequent automated response. To test this theory for the past three emails, the subject line was:
HOW MUCH WEED DO YOU GUYS SMOKE AT WORK???
And posted at the bottom of each follow-up email was:
NOMINATED CUSTOMER SERVICE TEAM LEAST LIKELY TO SUCCEED
&
2021 Shell corporation of the year!
No mention of this was made by any staff at any point. As expected, in the subsequent automated response, a mysterious new staff member would attempt to resolve my issue. In the last email, I even put an order in for a pizza, and as expected, a heartwarming apology and a gleam of hope were expressed in a follow-up automated response.
Nice job. Keep up the good work! Let’s see if your AI system can understand sarcasm.
Don’t bother responding to this email. You have wasted enough of my time. Being bored at home because of COVID, I thought I would have some fun. I did get a kick out writing the emails below.
As a long-time IT professional, I offer some advice.
Add a line of code that triggers human interaction after the reference code has cycled… let’s say three times at most! At that time, have at least one underpaid sole read the cry for help! Did you even think of that at any point? So far, you have most people fooled.
Good Bye… and so long!
Mike
From: On Behalf Of Cash Support
Sent: Tuesday, March 23, 2021 11:09 AM
To:
Subject: RE: HOW MUCH WEED DO YOU GUYS SMOKE AT WORK???
Edward here again from Cash App Support. Thanks for getting back to me and I'll be glad providing you the correct information you may need regarding this case.
Thanks for taking the time to send over this detailed feedback. I’ll be happy sharing this with our Cash team to help improve your experience with Cash App.
Regarding your concern, keeping your account secure is our main priority at Cash App. This means we have a variety of security measures in place to protect your account.
Our security process reviews multiple data points in real-time to determine whether a transaction can be completed. If anything appears out of the ordinary, we will cancel the payment for your protection. That’s what happened here.
Moving forward, we recommend following these best practices:
- Only link a personal debit card in your name
- Build up transaction history by sending and receiving payments from your bank-issued debit card
- Only send or receive payments from people you know
Thanks for your understanding. We look forward to your continued use of Cash App.
In the meantime, feel free to reply here if any other questions or concerns come up. I want to make sure we get everything taken care of.
Best regards,
Edward
Cash App Support
From: Mike
Sent: Monday, March 22, 2021 11:41 PM
To: 'Cash Support'
Subject: RE: HOW MUCH WEED DO YOU GUYS SMOKE AT WORK???
Importance: High
Hello Cash Support,
I would like one large pizza, hand-tossed with extra sauce and extra cheese.
Please add pepperoni, ham, sausage, olive, bell pepper, and onion.
Hold the anchovies.
Please make sure the middle is fully cooked.
PLEASE CHARGE THIS TO MY CASHAPP TAG….. $*********\*
IN FACT, BUY THE WHOLE SUPPORT GROUP A SLICE! IT’S ON ME!
OH, WAIT… MY CASHAPP DOES NOT WORK!
0 out of 6 ARE WE SHOOTING FOR 7?
THIS MUST BE A 100% AUTOMATED SUPPORT SYSTEM!!!
So that means this company is basically a shell corporation. Very interesting…..
Let’s review…..
Sent: Wednesday, March 10, 2021 2:10 AM
First was an automated response, BUT….Verification was ALREADY COMPLETED
Sent: Sunday, March 14, 2021 1:21 PM
Then there was Vitto who said, "I'll be taking over from here" & "this can be straightened out as soon as possible" OVER AND OUT, VITTO!
Sent: Thursday, March 18, 2021 4:04 AM
Once again, an automated response GREAT JOB, BOT! EMPLOYEE OF THE MONTH
Sent: Friday, March 19, 2021 9:27 AM
Then came along Dre'a who said, "I hate to hear that you are having trouble receiving payments" WHO SAID THAT??? NOT ME!!!
Sent: Saturday, March 20, 2021 4:56 PM
Then Camila joined the special group with "I'll be taking care of you from here." WHERE EXACTLY ARE YOU???
Sent: Sunday, March 21, 2021 3:56 PM
Vanessa gave it a try and said, "I'll be more than happy to assist you and clear things up." YOU'RE GOING TO NEED A BIG JAR OF CLEARASIL
Sent: Monday, March 22, 2021 2:52 PM
Last but not least, Edward gave it a shoot and said “I will be taking over from this point on” ARE YOU AND VITTO USING THE SAME MAP?
Camila & Vitto & Dre'a & Vanessa
AND NOW Edward… ARE YOU THE NEW INTERN?
I HOPE YOU HAVE SOME INNOVATIVE IDEAS TO HELP THIS GROUP OF LOST SOLES…
STOP 🛑 PLEASE READ
WHY CAN I NOT ADD MONEY FROM MY CHECKING, AT CHASE, TO MY CASHAPP ON MY IPHONE!!!!
Please, this is the second, third, fourth, fifth, Sixth email in a week!!!
MY CASHAPP IS BROKEN
$************\*
\*** Reddit did you? ****\**
2021 Shell corporation of the year!
Mike
From: On Behalf Of Cash Support
Sent: Monday, March 22, 2021 2:52 PM
To:
Subject: RE: HOW MUCH WEED DO YOU GUYS SMOKE AT WORK???
Hi Micheal,
This is Edward from Cash App. Thank you for writing back to us, I will be taking over from this point on. I understand you still have questions about your deposits, I wanna make sure we follow up on your questions.
Keeping your account secure is our main priority at Cash App. This means we have a variety of security measures in place to protect your account.
Our security process reviews multiple data points in real-time to determine whether a transaction can be completed. If anything appears out of the ordinary, we will cancel the payment for your protection. That's what happened here.
Moving forward, we recommend following these best practices:
- Only link a personal debit card in your name
- Build up transaction history by sending and receiving payments from your bank-issued debit card
- Only send or receive payments from people you know
Thanks for your understanding. We look forward to your continued use of Cash App.
I hope that helps clear things up, please don't hesitate to reach out to me if you have any other questions. I'm here to help you!
Best regards,
Edward
Cash App Support
From: Mike
Sent: Monday, March 22, 2021 1:47 AM
To: 'Cash Support'
Subject: HOW MUCH WEED DO YOU GUYS SMOKE AT WORK???
Sent: Wednesday, March 10, 2021 2:10 AM
First was an automated response, BUT….Verification was ALREADY COMPLETED
Sent: Sunday, March 14, 2021 1:21 PM
Then there was Vitto who said, "I'll be taking over from here" & "this can be straightened out as soon as possible" OVER AND OUT, VITTO!
Sent: Thursday, March 18, 2021 4:04 AM
Once again, an automated response GREAT JOB, BOT! EMPLOYEE OF THE MONTH
Sent: Friday, March 19, 2021 9:27 AM
Then came along Dre'a who said, "I hate to hear that you are having trouble receiving payments" WHO SAID THAT??? NOT ME!!!
Sent: Saturday, March 20, 2021 4:56 PM
Then Camila joined the special group with "I'll be taking care of you from here." WHERE EXACTLY ARE YOU???
Sent: Sunday, March 21, 2021 3:56 PM
And bringing up the rear is Vanessa who said, "I'll be more than happy to assist you and clear things up." YOU'RE GOING TO NEED A BIG JAR OF CLEARASIL
STOP 🛑 PLEASE READ
Camila & Vitto & Dre'a
AND WELCOME TO THE PARTY, Vanessa
MY CASHAPP IS BROKEN
$*********\*
Please this is the second third fourth fifth email in a week!!!
You haven't answered my question once.. still waiting… I know you're in there!
0 out of 5
WHY CAN I NOT ADD MONEY FROM MY CHECKING, AT CHASE, TO MY CASHAPP ON MY IPHONE!!!!
\*** Reddit ****\**
NOMINATED CUSTOMER SERVICE TEAM LEAST LIKELY TO SUCCEED
Mike
From: On Behalf Of Cash Support
Sent: Sunday, March 21, 2021 3:56 PM
To:
Subject:
Hi Micheal,
This is Vanessa from Cash App Support. Thanks for reaching out, I understand you're concerned about some transactions that you are unable to complete, I see how this can be very inconvenient and I want you to know that I'll be more than happy to assist you and clear things up.
Please note that your app is working fine but these transactions were cancelled for security. To keep your Cash App account secure, we may cancel transactions if we notice anything out of the ordinary.
Any pending charges from the canceled transfer attempt will drop off your bank activity in 1-3 business days.
The good news is you don't need to add cash to your balance to send a payment. You can select either your debit or credit card as a payment source instead of your 'Cash Balance' when sending a payment.
If you're attempting to use your Cash Card, purchase stock, or buy bitcoin, you can do so with the funds from any payments you receive.
In the meantime, if you have any questions or concerns, please feel free to reach back out to me directly, I'll be more than happy to assist.
Best regards,
Vanessa
Cash App support
From: Mike
Sent: Saturday, March 20, 2021 7:52 PM
To: Cash Support
Subject:
STOP 🛑 PLEASE READ
Camila & Vitto & Dre'a
MY CASHAPP IS BROKEN
$**********\*
Please this is the third email in a week!!!
You haven't answered my question once.. 0 OUT OF 4
WHY CAN I NOT ADD MONEY FROM MY CHECKING, AT CHASE, TO MY CASHAPP ON MY IPHONE!!!!
This has nothing to do with me sending money to anyone or me receiving money from anyone!!!
Are you basically telling me you don't know?
You state in the message below you stop me from sending money to a friend. I understand it this is true. That is the next problem!
But I want to know why I get the message transfer failed when I try to move money from my personal checking at Chase Bank to my personal cash app?
Please for the love of God answer my question! Please find out what is wrong with your app !!
I have spoke with Chase it is not them they say it's you!!! I have spoke with Chase fraud prevention department three times to confirm this!
The next course of action I have is the post this entire chain of events on Reddit to warn people not to use cash app!!!! I have nothing else to do!!!! I am stuck at home and I will post every day!!!!
Mike
From: On Behalf Of Cash Support
Sent: Saturday, March 20, 2021 4:56 PM
To:
Subject:
Hi Micheal,
My name is Camila from Cash App Support and I'll be taking care of you from here. I understand that you need help with this transaction. I know how important this is to you, just know that I'm here to take a look at this and provide clarity to you.
Cash App works hard to keep your account safe. If we notice anything out of the ordinary, we may cancel a payment to protect you and the other party. I can confirm this payment was canceled by Cash App.
The payment has been returned to your bank account. Any pending charges from the payment will drop off your bank activity in 1-3 business days. Your bank may be able to drop the charge sooner if you contact them.
Since this payment cannot be completed, we recommend completing it outside of Cash App. Keep in mind, the cancellation is specific to this payment only. You're welcome to continue using Cash App for future payments.
Please let me know if you have any other questions, I'd be happy to help!
Warmest regards,
Camila
Cash App Support
From: Mike
Sent: Friday, March 19, 2021 6:35 PM
To: 'Cash Support'
Subject:
Importance: High
Dear Support,
Thank you for returning my request. Unfortunately, your response is very unclear. Can you explain the reason for the triggering of a fraud prevention initiation protocol? I have tried several friends' CashTags over the past few days. All but one has been rejected. Is there something wrong with my account? Is there something wrong with my friends' account? How do I resolve this?
ALSO ****YOU HAVE NOT ANSWERED THIS QUESTION IN THE PAST 3 EMAILS *****\*
Why can I not add money from my personal Chase Checking account to my CashApp? The response is "This transfer failed "
HOW DO YOU EXPECT ME TO USE THE DEBIT CARD I JUST RECEIVED AND ACTIVATED LAST WEEK? COULD THIS ACTIVATION BE SOME WAY PART OF THE ISSUE?
PEASE FOR THE LOVE OF GOD TELL ME WHY!!!!!
IF I DO NOT GET RESPONSE, THE ONLY COURSE OF ACTION WILL BE TO POST THIS ON REDDIT TO HOPEFUL FIND A SOLUTION….
OR…. DELETE THE APP AND TELL OTHERS CASHAPP HAS NO IDEA WHAT THEY ARE DOING WITH THEIR MONEY!!!!
Please Please Please HELP!
Mike
From: On Behalf Of Cash Support
Sent: Friday, March 19, 2021 9:27 AM
To:
Subject:
Hi Micheal,
This is Dre'a with Cash App Support. I hate to hear that you are having trouble receiving payments. I understand how frustrating this can be and I will be happy to assist you.
Cash App works hard to keep your account safe. If we notice anything out of the ordinary, we may cancel a payment to protect you and the other party. I can confirm this payment was canceled by Cash App.
The payment has been returned to your bank account. Any pending charges from the payment will drop off your bank activity in 1-3 business days. Your bank may be able to drop the charge sooner if you contact them.
Since this payment cannot be completed, we recommend completing it outside of Cash App. Keep in mind, the cancellation is specific to this payment only. You're welcome to continue using Cash App for future payments.
If you have any other questions or concerns feel free to reach out, I'll be happy to help.
Your advocate,
Dre'a
Cash App Support
From: Mike
Sent: Thursday, March 18, 2021 4:46 AM
To: Cash Support
Subject:
To whom this may concern:
Your last response didn't tell me anything. My question to you is...... why can I not move cash from my checking account to my cash app? It gets denied. Transfer failed. Why! That's all I want to know how do I fix this. I send my brother cash to take care of my nieces and now it's not working. Should I just look for another app?
Chase bank says it's your fault you are taking the money back after it goes through is this correct? Another words it's you causing the fraud prevention when there is no fraud so please let my requests go through!
Please I need to get this addressed immediately!
I have tried everything. I reinstall the app. I change cash tags. I've been reverified twice now!!!
Please look into this why is your company stopping my transactions Chase is not their problem your problem!
All I ask is what is the problem?
MIke
From: On Behalf Of Cash Support
Sent: Thursday, March 18, 2021 4:04 AM
To:
Subject:
Hi Micheal,
Thanks for reaching out. Cash App has the highest commitment to the security of all our customers' accounts. For that reason, payments are subject to review, and occasionally a payment is returned to the sender.
Keep in mind that declined payments may result in a pending charge on the sender's bank statement, but these should disappear in a few business days.
Please note, either party can affect the processing of a payment. If you would like to know more, you can review Cash App's
Please let us know if you're still experiencing issues so we can look into this further.
Cash App Support
From: On Behalf Of Cash Support
Sent: Sunday, March 14, 2021 1:21 PM
To:
Subject:
Hi Micheal,
This is Vitto from Cash App Support. I'll be taking over from here. Thanks for reaching back out. I quite understand how important it can be for you to get your account verified to regain access to it. So let me help you right now by providing the steps to take for you to do so.
To continue using Cash App, we need to verify your identity.
For instant verification, tap your profile image, scroll to Verification, and select one of the multiple options.
Alternatively, you can submit for review:
-
U.S. Government issued form of identity:
- Driver's License (Front/Back)
- State ID (Front/Back)
- Passport Card (Front/Back)
- Passport
-
Selfie, with your identity card in the picture
-
Photos of the front and back of your non-Cash App debit card ending in 6204.
Submit your JPG Formatted documents to (REMOVED) SendSafely is a service that lets us securely receive documents from customers.
Cash App automatically receives a notification when you upload documents. The verification review process can take up to 10 business days.
I hope this information has been useful to you, and this can be straightened out as soon as possible. Feel free to reply here if any other questions or concerns come up. We want to make sure we get everything taken care of for you.
Best regards,
Vitto D.
Cash App Support
From: On Behalf Of Cash Support
Sent: Wednesday, March 10, 2021 2:10 AM
To:
Subject:
Hello Micheal,
Until we verify your identity, you will have limited access to Cash App.
To verify your identity:
-
Tap the profile image on your Cash App home screen
-
Select 'Cash Support'
-
Select 'Verification Needed'
-
Select 'Verify Your Identity'
-
Follow the steps
Once you submit your information, it usually takes up to 24 hours to complete the verification process.
Thank you,
Cash Support
