Grandmother says she paid twice, has trouble getting granddaughter bed or refund

Carol Stevens says her grandchildren were jumping on the bed and broke it. So, she says she went online and ordered her granddaughter a new one.

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“Got a nice little bed that’s similar to hers,” she said.

She says the company looped in another business to deliver it. She paid them with Cash App. She says they told her it didn’t go through, so she paid again and still, no bed.

“I wanted to go there, rip somebody’s heart out. And I’m disappointed because I had told my granddaughter, my little four-year-old granddaughter, ‘Don’t worry, Grandma’s got you a bed.’ And every day she asked me about the bed,” she told Action 9 attorney Jason Stoogenke.

She says she asked Cash App for a refund but got the runaround. She was especially frustrated because she says she works in customer service, fielding calls when customers have an issue.

“I’ve been on the other side,” she said.

Stoogenke emailed Cash App and -- three days later -- they replied, “Our Support team is in contact with the customer directly on this, in case you’d like to ask the customer for an update here.”

He did and Stevens told him she got her money back.

If you have a problem with a money app -- any brand -- do what Stevens did:

Start with the company.

Then you may want to complain to the bank you have tied to the account.

Then perhaps -- complain to the Consumer Financial Protection Bureau. Just know that process can take time.

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