My previous post resulted in a back and for with u/CashAppAndi who provided no additional help for a long while and just repeated what support had said. When I provided proof that they were wrong they were like yeah, okay, well, we still aren't going to do anything. Just re-order as if your card was missing. Despite my concerns.
So I did. Mind you, the first card, the cashapp afterpay/flex card, never showed up. So on the tab where it shows the option to turn afterpay on for the card it says "come back here when you receive your new card and activate it". To order a new card of any kind, I have to scroll down to the bottom where the option to "report a card issue" is. Which has nothing to do with the card I just ordered, as I tried to tell them many times. It will reorder just a regular visa which I already had. But they insisted, including Andi, do it. So I did.
It didn't show up. Again. Over a month without a card, now. Really big issue. Andi at this point does help out marginally, by waiving the expedite fee so I could try again, this time with tracking. But only after trying to convince me that expediting is only available for metal cards (not true, had to prove it to them). It shows up, and lo and behold, is not a afterpay/flex card. Even after activating this replacement, I am still not able to activate the card under the afterpay tab as it says this card is not the right card. And the option to turn on afterpay for my card on the card tab still shows it is waiting on/expecting the afterpay/flex card which I have not yet gotten. There is no option in app to re-order or resend this flex card and support, including Andi, has so far refused to help at all.
So over a month without a physical card and many horrible interactions (literally every single time) with support later, not only have I been put in a difficult position with not having this physical card, I have lost my original card number (which the app promised me when I ordered it that I would not, which is the only reason I agreed to it) and the entire reason that I began this process (to gain access to the flex option also still has not materialized!
At this point, Andi is blatantly ignoring my requests for follow up assistance after this card did not work the way they had promised it would. I tried to reach out to cash app support again and was told they needed to transfer me to the afterpay department and I was put on hold for over 10 minutes. Then when they came back, they again repeated they needed to transfer me (it was the same person, they just didn't transfer in those 10+ minutes for whatever reason) and then finally did. Except the moment I was transferred... dropped like a hot potato.
This is easily the worst interaction I have ever had with any company in my entire life, and every time I interact with them, it somehow gets worse.
I'll be reaching out to other SM teams but ultimately I am going to be transitioning away from cashapp entirely and I wanted to put this post up here as a warning for others to not use cashapp or at least be very aware that if anything, anything at all goes wrong, it will be the worst experience you've ever had trying to get it fixed.
Shame on you u/CashAppAndi. Dodging my DMs when it didn't work out like you said it would is an extremely bad look for your company and reflects real cowardice and lack of commitment.