Anyone else feeling misled by Square's fees & "offers"? Gift card load fee & custom rates!

[PQ2023]

Just wondering if anyone else is running into these super frustrating issues with Square:

1. Hidden 2.5% Gift Card Load Fee?

   • We've been using Square Gift Cards for ages (they were free to load!). Suddenly, there's a 2.5% load fee, but we got no official notification to our email. Did this happen to anyone else? It feels really sneaky.

2. "Special Offer" vs. Custom Rate for High Volume?

   • We reached out for a custom rate (you know, for businesses over $250k/year, like Square advertises). But instead, we were offered a "special" Square Premium plan... which turns out to be a publicly available offer for new customers! Anyone else feel like they're trying to push standard plans instead of real custom rates for loyal, high-volume merchants?

3. Can't Change Account Manager?

   • When we tried to switch account managers to get these issues resolved, we were told it's "not standard practice" and denied. So, if your current manager isn't helping, are we just stuck?

We're trying to figure out if this is just us, or if these are common issues. Any shared experiences or advice on how to get Square to actually listen would be awesome!

Thanks,

[Minion]

Hey @PQ2023 

Sorry to read about your frustrations.   I know the Gift Card rate change was a big topic, but that was last year in 2024.  You should have received an email way back then.  Here is one of the threads of many around that time.    

[anniemcg]

When we passed the $250k/year processing milestone last year, we weren't offered anything. This year we might do double that, and I still haven't heard anything. I suspect that it's like Square Loans, and done entirely by algorithm with no real room for human intervention. In addition, I have tried to get any support from an account manager and have always been unsuccessful. I've made phone appointments through the online booking system, been stood up multiple times, filed a complaint with customer service, but its all been ignored. When the summer season is over, I need to take some time to evaluate other options because just writing this note makes me depressed at how poorly I've allowed my business to be treated by Square.