Unacceptable behavior on part of Square staff

Montay — Fri, 20 Jun 2025 19:58:48 GMT

I called Square with an issue after their online link on how to file a complaint did not work. What initially had become a request about a charge has now become a much larger issue. When I called the customer service and the representative refused to allow me to speak to a manager, maintained long silences when I asked questions he did not want to answer, refused to supply his customer service number or other identifying information and hung up on me. I called back a second time and the new customer service representative was reluctant to call a manager and once she transferred me I was on hold for 20 minutes and finally requested a call back. I was with 3 other business owners who use Square who are, like me about to cancel their Square accounts and move to Stripe. I still have not been able to speak to a manager and my issue remains unresolved. I am considering turning this over to the California Attorney General to see if they can generate a response from Square. This is totally unacceptable way to treat clients.

Re: Unacceptable behavior on part of Square staff

Twpchair — Mon, 23 Jun 2025 09:59:27 GMT

Good morning, I am so sorry to hear this! No reason anyone should be hung up on period. I see it says Friday. Did you post this? If so that depends on when you called, and why a manager hasn't called back. For the most part, most only work during the week and I noticed that a lot were gone on Friday with Thursday being a holiday. Nonetheless, you could have been told this and recommended to call back on Monday when that department was open. If you don't mind telling me just a little bit of the issue I can tag the proper people who handle it. 1st. Business classification 2nd. By any chance, did this glitch with the link happen on Wednesday? Just those 2 will help me get you to the right person. Wednesday was not a good day and many systems and companies went down for a while. Google, Facebook/Meta, my poor little Credit Union close to 4 days I couldn't get into it just sat and spun till it timed out. If so, I can let tech support know that as well. If by chance you call back again today I would suggest that you just tell customer service or I believe you can just hit the number for tech support. They need to push through that link for you to take care of your original issue or resend a new one that will open. Again, I do apologize for the inconvenience it has caused you and the overall treatment from the start. All of which is unacceptable! Hopefully, with just a little information I can tag the right person. Thank you.

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Unacceptable behavior on part of Square staff

Re: Unacceptable behavior on part of Square staff