Locked out of their Cash App — and nearly $5,000. Then WINK stepped in.

FORT MYERS, Fla. (WINK) — A Southwest Florida couple says they spent two years trying to recover nearly $5,000 in benefits trapped inside a locked Cash App account. After bringing their story to WINK Listens, they finally got their money back.

Adrian and Susie Sapp said the problem began in 2024 after they lost access to the email address connected to their Cash App account. When they later lost the device used to sign in, they were locked out of the account entirely.

Inside the mobile payment account was nearly $5,000 in Veterans Affairs and Social Security benefits.

"We went at least half of a year in 2024 with our monies going to this direct deposit and them not giving us any help or relief on it," Adrian Sapp said.

The couple said they repeatedly contacted Cash App and submitted documents to verify their identities, including driver's licenses, Social Security cards, birth certificates and their marriage license.

"We sent them everything... so why couldn't you just give us our money?" Susie said.

Despite providing documentation, the couple said they were unable to access the account because of the company's security restrictions.

The financial strain became overwhelming.

"If it wasn't for the help of my sister, who paid our rent four months straight, we would've had another eviction on our record," Adrian said.

Looking for help, the Sapps brought their case to WINK Listens in Fort Myers, asking WINK News to advocate on their behalf.

After WINK Investigates reached out to Cash App about the couple's situation, the issue was resolved.

Two weeks after attending our WINK Listens event, Susie Sapp received an email from Cash App confirming that $4,660.49 had been successfully transferred into her current Cash App account.

For the Sapps, it marked the end of a years-long battle to recover money they said was rightfully theirs.