[CashApp] Improve dispute resolution process for refunds

On the 3rd I went to the eye doctor and the one nurse or tech said something that sounded benign but basically admitted a HIPAA violation and was rude. I bought some glasses that had to be ordered. But I was taken off guard with her comment and didn't put all the pieces together later. I was the last appt that day. I emailed them at their receptionists email that I used before to send her my insurance cards to cancel my order the next day and asked for confirmation of my order cancelling and refund and detailed the HIPAA violation. After I didn't hear back from them I then emailed their customer survey email with the same thing. I submitted a dispute with the payment on cashapp. It's almost $700 for 2 pairs of glasses. It was denied. I don't have the glasses. I finally got a text notification telling me that my glasses were ready for pickup on Thursday and I replied back to that text telling them that I had already emailed them canceling my order and I've also called and wasn't able to get through when I called I guess they just closed and I left a message. No one at the doctor's office is getting back to me. I don't have the goods that I paid for I will not be getting the goods that I pay for I made multiple attempts to reach out to the doctor's office and they haven't gone back to me. Like depending on how this goes I will close my cashapp account. Does anyone have any idea why I got denied?