Declined loan without investigation

Steph9 — Wed, 16 Jul 2025 17:27:44 GMT

Ok,

So we have been with square for a few years. Had a few loans, pretty easy going. If there was something that needed clarification, loans team would ask about it then give their decision.

April this year, I was denied a loan offer as I cashed advanced. I paid for something that I was giving as a present to a friend at the time with my own card. At the time, I wasn’t aware that it was a big no no but I took my slap on the wrist and advised I would never do it again.
I was finally offered another loan 10 days ago. I accepted and waited. The generic response was “your loan will be processed in 1-3 business days”.
I obviously started calling as I had not heard anything. No customer support from the loans team said anything except they will escalate. By Monday, I called, Alice escalated my account as I still heard nothing, to then get an alert saying I was cash advancing again and to confirm that this will stop or square will close my account. I was mortified because I have not done that since square told me off in April. Alice said it was just a precaution alert, even though I told her that the message clearly said that I was continuing to do cash advancing even though I didn’t. She told me not to worry.
the alert was review and my acceptance got my account un frozen but still heard nothing.
I call yesterday (Wednesday) to be told the same thing. My account will be escalated to the loans team and the alert was nothing to worry about.
I had enough because no one took my concern seriously. I finally spoke to Claire who understood why I was freaking out and advised she would raise this investigation. I questioned if square owned Afterpay and she asked why. I told her that in June, my Afterpay was hacked and an attempted charge was made but declined on my website. She said that this could actually be the reason I got that alert. I provided her with text and emails between myself and afterpay informing Afterpay of the hack and afterpays response to the hack and also them telling me to change my password.

After I got off the phone to Claire, I then got an email saying my loan was declined due to cash advancing again.
ill admit it, I cried. I desperately tried calling back 4 minutes before closing but the First Lady could not get my information right, then once she finally did it was passed 5 and every one was gone. She said she couldn’t help and to call back tomorrow.

I cannot believe that I brought this issue up to 3-4 agents and all of them said it was just a precaution and not to worry. The loans team did not even investigate the issue, they just assumed I was doing it again and now I have to suffer with a decline loan on my eligibility untill it comes off again.

I am so disappointed and disgusted in square’s performance over this and how no one took initiative to look into the matter I was addressing until it was too late. Now I’m just going to get the generic response from square in regards to loan eligibility.

thread Declined loan without investigation in Your Square Account Information

Declined loan without investigation