thread Re: Square Loan Decline - in Banking With Square

Square Loan Decline -

jessential — Sat, 20 Sep 2025 12:13:53 GMT

Hello

I was just declined for a loan because of an “associated account” . I received an email asking for additional information and I explained that I am not associated with that account. They declined me anyway. I have had several loans through square and always paid on time (or ahead) and most of the time in the green. Now I am so discouraged. I gave them honest information and I feel it wasn’t considered by the underwriting team. Is there anything I can do?

Re: Square Loan Decline -

Twpchair — Fri, 07 Mar 2025 01:27:54 GMT

You've never been associated with or know of said business? Did they ask or say why they see on their end that it connected you with it? The only one I saw that was an issue was a lady who bought a business that was very successful and didn't want to mess with a lot of changes. The name which I don't remember but says antique and unique she kept that and just added decor. She also used a spectrum and kept the same number. I could see the algorithm picking up that. But if you don't know the business, never worked there, numbers aren't close, and you have no idea what now triggered it. I can tag in a mod who can see all of the details. Once it gets to underwriting that's about your final step before waiting for money. Regardless, you need to get it straighten out. @marielmt can you see why she is associated with this account? Thank you!

Re: Square Loan Decline -

jessential — Fri, 07 Mar 2025 02:37:10 GMT

I called the loans team and they “escalated” it but I just got a reply by email basically telling me the same thing. It was a basic sorry about this can’t help you email.

I would rather chat with or talk to somebody on this matter. Talking to the customer service agent it seems they have limited info but it seems anybody higher up will only communicates by email. That is really unfair. I was really counting on this loan, get stocked up. I have worked very hard to get my current loan paid up. I have been with square a very long time and have always had a good track record.

Re: Square Loan Decline -

Twpchair — Fri, 07 Mar 2025 10:39:21 GMT

I am sorry, it doesn't make sense to me either. Unfortunately, I can't see your account either. The underwriter could and I would have thought they would have been able to tell you why or what you needed to send in to say for instance your information, your banking the list could go on to see how or why all of sudden you are connected to another business. Let me tag another Mod. @Abby_M Lets see if she can figure it out for you. Customer service can see your account information and pass it along to the right department. I am like you though. I like to talk with someone if I can instead of a text or email. Do you or have you ever worked with someone else or have an employee that help with books or anything that could have got your account information? I am just trying to understand what or why caused it to deny it stating denied due to being attached or associated with another account. If none of the questions above I asked you don't apply? Also, the mods can see we tried to cover all the basic information, and if they don't apply gotta go higher. I just want to make sure someone can find out why or what is going on so you will receive future offers. The algorithm has to be able to pick you off when ready. Do you know roughly how many loans you had before and no issues roughly?

Re: Square Loan Decline -

jessential — Fri, 07 Mar 2025 16:24:24 GMT

Hello

Thank you for connecting and trying to help . I have called square customer support and square loans several times and basically get told there is nothing they can do. Refuse to connect me to a manager for support. My emails are returned with generic responses and I have asked for an account manager to reach out. Still nothing not even an email response.

Re: Square Loan Decline -

jessential — Fri, 07 Mar 2025 17:30:38 GMT

Square Loans Team has put in a request for an agent to call me . We will see ….

Re: Square Loan Decline -

jessential — Fri, 07 Mar 2025 19:48:25 GMT

@Twpchair

Well , I heard from the same agent “ Nicole “ with another very generic response that I have seen on this forum several times. Total disregard on the reason. Basically a brush off response. I sent a reply that it is a concerning that the idea of being attached to another account. They give me very little info on to , who? Why? They basically tell me they don’t find that it is a problem to correct.

I have talked to loans and customer support and no recourse. One agent did set up a “case” but no response to that either.

Re: Square Loan Decline -

Abby_M — Fri, 07 Mar 2025 21:57:15 GMT

Hi @jessential

Thanks for posting on the Seller Community.

A member of our team has reached out via email

If you have additional questions regarding eligibility for a Square Loan, feel free to view our FAQ.

Feel free to reach out to us directly if you have any additional questions

Re: Square Loan Decline -

Twpchair — Sat, 08 Mar 2025 00:46:04 GMT

Thank you for your understanding. I wish I could have done more to help.

I really hope that someone will take your concerns seriously and recognize that this issue requires more than a temporary fix. If the problem isn't properly addressed, it will likely keep recurring until a person can intervene and resolve it effectively.

Re: Square Loan Decline -

Twpchair — Fri, 07 Mar 2025 22:29:45 GMT

I have good luck with callbacks. I just had to remember to answer all calls. Hopefully, they can find out what or who is attached to you or vice versa. Keep me posted if you don't mind. Good luck!

Re: Square Loan Decline -

jessential — Fri, 07 Mar 2025 23:51:03 GMT

@Twpchair

@Abby_M

@marielmt

They did reach out via email but did not respond to my concern. It was a generic AI response that I see all over this forum. I have called several times today and basically get told they will “escalate” and “there is nothing they can do.”

I replied that the real issue is being linked to another account and again was told there was nothing they could do . Again another generic email stating case was closed decision is final . Watch my dashboard for another loan. They are missing the whole point , this will effect me each time.

To me this is very serious and should not be taken lightly. It so frustrating, this confusion is effecting MY business and that after several calls and emails I have gotten nowhere. In fact the loans team cut my call off a few times. Customer support tried to help but until I get in touch with a manager that sees the real issue it won’t be resolved.

Its really a shame, I have always been so happy with square until now. It is also a shame that SQUARE shows no concern that I was rejected for a loan for an invalid reason.

Re: Square Loan Decline -

Twpchair — Sat, 08 Mar 2025 00:12:04 GMT

The loans team that put in a request for a callback did anyone call you back yet? They are on West Coast also I believe? I only had to call one time and I'll be honest it took me a few times to let them know I swear I do not care about losing an offer but I have a serious problem here and need help. I had the nicest gentleman who was not getting off that phone until everything was correct and he had me trying it multiple times and logging on and off and doing it again. I apologize and I know it's stressful enough. Mine was a bad case of ID Theft and got into my bank account and drained everything and cards. This was a few years ago and I was in full panic mode and he did an amazing job fixing it. It took him till around 6pm my time to call back (I am Eastern time zone) I hope you get the right person who can figure out why or how or who is attached to your account or your attached to their account. Good luck with it and I truly mean that.

Re: Square Loan Decline -

jessential — Sat, 08 Mar 2025 00:12:46 GMT

@Twpchair

@Abby_M

@marielmt

I am honestly getting the impression nobody will call from either team (fingers crossed they will ) have you ever received a follow up call on an issue?

Loans team pretty much gives me the brush off. Customer support seems to understand but they say all they can do is escalate.

I was told from an agent I would hear from somebody today, nothing yet.

Re: Square Loan Decline -

jessential — Sat, 08 Mar 2025 01:44:08 GMT

@Twpchair

@Abby_M

No call back !

The loans team phone help cut me off every time and said “we are not going to go around in circles with you, there is nothing we can do “ Two agents said that. They were consistent that the generic emails from Nicole were all they could stand by , and pretty much washed their hands of it. We will notate your account with your concerns.

Customer support empathized a bit more but said I had to wait 1-2 business days for an email. I hope it’s not the same type of email I got from Nicole. They promised a call back today and nothing . I set up two separate tickets and not even an email or call from them.

I am so mentally spent about this I spent all day on the phone to basically be told nothing and nobody gave me a glimmer of hope.

I did find the other account but I am trying to make sense of why I’m connected because that is not my account and I’m not even on the business.

I told the agent, I have worked really hard to stay in good standing with square. The loans help with extra expenses. I feel like I care more about this than they do. My account is in their hands and I am loosing confidence in them after today. I hope Monday comes a better outlook but I’m very concerned.

Re: Square Loan Decline -

Twpchair — Sat, 08 Mar 2025 02:40:09 GMT

I don't know about callbacks on the weekends and if they do or not. The actual loan department isn't (unless that has changed) call center still is I believe. There's been a lot of updates going on but those were the last hours I knew except for the callback. I guess it would be who it was calling you back. It's hard to get through to the right person/department and you fall under both. But I understand that your main concern isn't the loan you missed out on it is getting the account that is associated with your name now out of the blue off of your account moving forward. I would have thought myself tech support after the first couple of calls and no real answers to your question. They didn't help or couldn't help you with it? Hopefully, whoever calls back can get it straight. It's hard for us as well because we feel for you and I can understand and sense your concern as I would be in panic mode myself. When you see people like myself who either have badges or I write my information out. We are here to help with general questions and concerns. We lead people to the right boards and help in areas where our “expertise” is. Once it gets to people like you and went over all the general questions and nothing. It is time to tag in a Mod and honestly, we have great Mods who work in multiple areas, and here as well. 99% of the time when they say to contact us directly they have more information about your account and can see what is going on or escalate it like they did. It's going to be a long weekend and try not to stress too much but with a callback and 2 tickets out there they know that you are concerned about it and I really do believe that come Monday, someone will follow up with you. These 2 Mods are very nice and I am sure they did what they had to and passed it along where and to whom. These 2 are great I know it is hard when they can't give you a response here but that is for all of our safety and nobody needs to hear your personal information on a public forum. That's why they say contact us directly. Please keep us posted on Monday. Like I said my callback didn't come till 6pm with the time difference. Just try to focus on business and don't get all worked up. If you get frustrated hit me up and vent away. I'm married im used to it! 😆 Have a good night!

Re: Square Loan Decline -

jessential — Sat, 08 Mar 2025 07:31:59 GMT

@Twpchair

@Abby_M

@marielmt

Thank you !!!! @Twpchair

I am just exhausted from all this. For two weeks I watched my dashboard several times a day , hoping for an offer because i was getting close and could seriously could use the funds right now. The offer comes and it was another 2 days waiting for underwriting. The underwriting team sends a few questions and basically ignored my answers. In fact didn’t even take them into consideration. After checking my email a several times an hour for approval for 2 days. I get the declined email and I was totally floored. I didn’t see that coming at all. When I see the reason I it took me by surprise. I go back and forth between feeling confused to totally feeling unheard. This is my lively hood and I trusted SQUARE with it. After my conversations today with the loans team and the blatant disregarded emails I just can’t believe it. I have been with SQUARE for a VERY long time, have always spoke highly highly of them and have always been a loyal customer. After this , I am very concerned with my future relationship with them. My trust has totally been broken. I really hoped to get on the phone with a manger and it would be taken care of. Instead I spent 10 hours, going in circles and at times very disrespected.
I see that orange “needs work” because of the declined loan and it makes me sick because I worked so hard to stay in green in hopes of an offer soon. I worked so hard to keep my account in good standing and always have. I reach to agents with questions often to keep that good standing.
The underwriter asked my association I gave them a very honest answer and it blew up in my face. I know the account, what I don’t understand is why they associated my account to it without my knowledge and how that associated account would effect mine there is no reason for it. They refuse to unlink it and reconsider my loan. The aloof responses via email and phone conversations really concern me with the loans team. The connection in question should never have affected my loan in the first place and it shouldn’t have been linked in such a way that it would effect my without my knowledge until now. My calls today fell on deaf ears with the exception of a few agents that basically had their hands tied.

I posted on here for help, but I see now the community needs to see that this can happen at the time you need it most. After being a long time ,loyal customer with ALL my transactions running through SQUARE I would have hoped to have been treated better than this. I am in a full costumer service business and every client I have is valuable and treated as such. I think that is part of my frustration because that is not how I would treat a client in my business…..ever!

You’re right , this is going to be a very long weekend… I am sick about this. I can only hope to get somebody on Monday that will hear me and help me get this settled soon.

Re: Square Loan Decline -

Twpchair — Sat, 08 Mar 2025 12:38:43 GMT

Yes, I have received a couple of callbacks, both related to tech support, but it was quite difficult to get through. In the first instance, I was given the wrong number; I ended up at customer service for loans instead of general customer service, and they had to pass my call along to the right person. This happened about 5 or 6 years ago. It’s important to note that customer service for loans and general customer service are extremely different.

Customer service, in general, is amazing (99% of the time), though you can always encounter someone having a bad day. Loans, however, are processed by an algorithm, and a human typically doesn’t get involved unless there’s a problem. Almost all Point of Sale (POS) services use some form of this system. Millions of users are evaluated for loans daily, and having enough humans to manage that workload would be nearly impossible.

When you call the loan department— and I’m not talking about you specifically, but in general—most callers are asking, "Where’s my money? You have my money!" Many are understandably frustrated, which presents a challenging situation for customer service representatives. If someone has a loan issue mixed with another account problem, their concerns may be overlooked, especially if the focus is on loan-related issues.

When I heard about your situation, it sounded urgent—you needed immediate help to sort out your account because it had resulted in a lost loan. In my experience, I also faced identity theft that impacted my personal credit and bank accounts. I had to rush to the bank when I discovered that 13 cards and 5 online loans had been opened in my name, using my account and routing number.

I contacted Square and had them hold my funds until I could get a new account number. The bank notified the state police, and within two hours, all my money was returned. I even provided video evidence of myself working on that Sunday and getting gas. It took me two years to restore my credit, and I had to be proactive throughout the entire process.

You will likely need to stay on top of your situation as well. If you haven't received a callback by Monday, I recommend trying to get the best number for tech support and contacting them directly. When I called, a representative answered and asked what my issue was; I explained that I needed to suspend payments and transfers while updating my situation. He was extremely helpful and didn't hang up until everything was resolved.

If you don’t receive a callback by Monday, try reaching out to tech support on Tuesday. Just remember that this is tech support, not loans, so avoid mentioning anything about loans initially. Once they resolve your issue, you can then ask how to re-enter the loan algorithm without being associated with multiple accounts. While this isn’t typically their area, they should confirm that everything is correct on their end.

Keep in mind that you will need to handle this proactively, just like with moderators in a forum; once an issue is escalated, it moves to the next person in line and is somewhat out of their hands. While they are great at what they do, they cannot expedite the process or prioritize your case over others automatically. They escalated your issue because it was deemed a priority.

So, if you haven’t heard back by Monday or Tuesday—and understanding that they may not be working over the weekend—try reaching out then. This is the best advice based on my personal experience with them over the years. I’m just a user like you, but I’ve had the chance to work through various issues and can offer guidance to help you avoid needing to escalate further. I believe you may need a mod to assist you in your situation. That is why I tagged them. Way above myself and I have to go through the process of tagging them and They take over. Try to just stay focused on your business and let the ball roll. It was all done on Friday and unfortunately, the ones that you need don't work the weekends, and I can't even imagine or guess how many are ahead or behind you in line. In my case, he was on the phone with me for just about 2 hrs. That's a long time really and if I threw out several say 100 callbacks (that's probably 1/4) of the number of people who they have to follow up with. Hold tight and give them a chance to call you back and then you can go from there. Best of luck with everything! I am here to help and listen and others like myself might jump in and offer their experiences and what worked for them. We are all different from each other and each case is different than the other. This is why getting the right person and the right department is key too. So let the ball roll and then go from there. 🤞🫶

Re: Square Loan Decline -

jessential — Mon, 10 Mar 2025 13:36:19 GMT

@Twpchair @Abby_M @marielmt

@Nicole

@Square

Well I thought this was interesting ! After doing some research, I feel SQUARE is using a AI Email Generator, to respond to these emails instead of truly looking into them or at least to weed them out. SQUARE I INVITE YOU TO PROVE ME WRONG ON THIS AND REACH OUT TO ME PERSONALLY ON THIS WITH GENUINE CORRESPONDENCE.

I wrote a long email this weekend and sent it to the SQUARE , copied it and also sent it back to “Nicole” on the loans team. Exactly the same word for word.

This is the interesting , the email I sent to the general SQUARE loans mailbox. I received a reply stating they did get my email and would reply shortly. BUT … in my email inbox preview shows the first few lines of the body of the email as a preview. The one I sent to the general email in the inbox” sample “ in shows this: ..

INTERESTING ? Because when I open the email , this is not there! It’s a hidden message in my reply that only shows in the preview not in the body of the reply. Hmmm?

THIS IS THE REAL INTERESTING PART..

, the email I sent to the escalation manager “NICOLE” shows this ….

This was SECONDS after I sent it , rejected! It shows this in my preview . But when I open the email …. Nothing of the sort is written there. Like another hidden message that only shows in the preview. There is no way. It was a very long, very detailed email of my findings this weekend on my account. It also doesn’t mention anything about my account associated with another account , which is pretty much what the email was about….

Anybody have a reason for this ? Do you think this just tells the agents how to respond so they don’t have to read them? Or it triggers the AI Email Generator to respond as such a few hours later, and they are not read at all? Is there even a “Nicole” ?

After getting a huge run around on Friday… this is all starting to make sense now. No manager with phone access? That is crazy! Who has ever heard of such a thing ?

Re: Square Loan Decline -

jessential — Mon, 10 Mar 2025 18:52:39 GMT

Why do my posts keep getting removed ?

Re: Square Loan Decline -

Twpchair — Mon, 10 Mar 2025 21:31:27 GMT

Hello, sorry crazy day at work today! I usually get on from 3 am to 7 am and then at night for a few hours. Hun, I see all of our messages. If they are marked best answer the highlighted green that whole conversation is always grouped in their. I hit the first 2 marked and there were like 4-6 of our conversation alone. On most threads when a a conversation goes back and forth between like the 2 of and the mods that conversation just gets grouped in each new question is all. Its standard and normal. If you asked 1 question and I answered it then that's what you see is all.