Theft/no customer service
Complaint
John Underhill
Country: United States
I read a few blogs about a merchant service(squareup.com)on an excusve website. I decided to use the service and accepted over eight hundred dollars in payments through them. The problem is they will not send the funds due to my designated business account and I have now idea how to collect my money from them. They continue not to answer my numerous complaints and requests for assistance. They claim to answer every request personally which is deceptive. On my first complaint, they personally sent me a list of measures for a certain proceedure which was fruitless and had nothing to do with my complaint. If it was not for You Tube, I would have still been stuck on the application complaint.
Comments
We are a small company that uses Square, only for a little while longer, and have numerous communication issues with them; no replies to voicemails or emails. We have been with them much longer then 30 days and have issues with out money being deposited in a timely manner.
https://help.squareup.com/customer/portal/art ... square-deposit-
The $1000 limit relates to card NOT present transactions. NOTHING is stated that swiped transactions over $1000 will be held. I talked to two reps today ( took two hours between calls since no one answered when "Erik" transferred me.... Go figure ) when I called about $7500 being held for over a week; swiped mind you. The second jerk flat out told me not to call and I was wasting my time.
Conversation;
Me; Is there a manager there that I can speak to regarding my account? Ive emailed to no avail and Ive called and no one could or would help.
Rep; Yeah, dont call. It wont do any good. Just keep emailing and answer the questions that they sent you.
Me; I already answered the questions. Ive emailed about 4 times this week. Im not getting answers and nothing on the website describes the hold on a swiped transaction. I guess Ill just need to keep calling back to find someone that can help me.....
Rep; Seriously, this is the customer service department. We cant help you with your account and it wont do you any good to call here.
Me; Could you give me a direct line to Hannah's department then? Thats who last emailed me and thats who Erik transferred me to earlier when no one answered.
Rep; I cant give you any numbers.
Me; Can you transfer me to her department then? Thats what Erik did earlier......
Rep; I can transfer you, but it wont do you any good. Most likely they wont even answer the phone over there since they like to document everything by email. But I guess I can transfer you.....
Some example of customer service eh? As soon as I stated my name to the second Rep, he obviously knew the account and had his helmet on.
Another link;
https://help.squareup.com/customer/portal/art ... to-be-deposited
Notice how there is NO LIMIT on swiped transactions and the deposit time is 36hrs MAX.
This company is DEFINITELY dropping large transactions into short term CD's and making interest on them. False advertising at BEST. FRAUD at worst..... If you do $1000 or more transactions, I would NOT use this company.
No one EVER said they would hold our money for swiped transactions! it has been almost two weeks, and they have just said they are finally going to release our funds. We are an extremely professional and highly respected non profit organization. They kept asking for new information each 24 hour email. They wanted customer profiles, our top three sales items, bank statements, articles of incorporation, purchase orders, the list kept growing - and they continued to hold our money. You can't get a person on the phone, they take almost exactly 24 hours each time you send an email. I've asked a dozen times to talk to a supervisor and never once got a response. I swear I was trading emails with some snot-nosed, power hungry kid - who decided we were too "high risk" after I copied the better busines bureau and accused them of keeping our money to make interest on it.
I wish I would have found this website before I used their service! To those on this post who assume we are "the type of person who doesn't bother investigating" - what else should we have done?
@frustrated.....
EXACTLY. I just read through their legals today AGAIN and it says NOTHING about putting accounts on
"review" or holding transactions above $1000 SWIPED.
I call B>S and I do feel they are holding OUR money to make extra interest or they are robbing peter to pay paul.
But of course; when youre in the era of the late-tweenies making highly connected billion $$$$ companies like facebook, twitter, myspace, google and square,...... no one gives two s**ts about the average small business trying to keep alive.
Unreal.