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!
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 ?
Hello, this is my 3rd time trying to reply to your message! 😡 I am not very happy with over an hour to post! First Thank you for stepping up and trying to help her. 2nd. I did all I could and then some out of box suggestions, once I heard about you! I am happy that she was escalated to the highest level and a fresh set of eyes to look into this. I knew she was stressed, overwhelmed and frustrated. Going forward people or owners should be aware of accounts associated with each other (if that’s the connection) but it is something small business owners and communities do that separates us from big box companies. We help each other out when needed! We don’t ask for money or anything but just helping a neighbor or friend.that’s a great thing IMO. I really hope this escalation works and gets her back up and going! I hope she keeps me posted after a week of therapy 😂 no, helping her brainstorm solutions I am pulling for her! I don’t work for square we just help out threads in our area of knowledge and then tag in a mod. Then they escalated it a couple of times. Best wishes to you both and I am so sorry this happened especially when she could have used an offer. Thank you again!
I’m baffled by this myself 🤔 unfortunately, I am a business owner and just like you I can only offer advice anything I can think of that might be helpful and send you up further. I find it ironic how you stated without you there is no US! I tell this to our customers often as possible. They are what keeps us going and pushing forward. I watched as small businesses which use to be the backbone of America close up after 40 years and 2 generations and it hurts. If you made it through the pandemic and the period afterwards, you my dear can make it through this! Does it hurt yes, are you stressed out yes, if you didn’t see my responses earlier or they are not there I am only going off of Facebook and adding helpers to your account as I don’t have any here. But I walked you through the steps. One loan officer mentioned out of the many it had to do with your metrics. They change daily so double check those numbers daily and see if anything has dipped since the time you were approved and take notes, right down your questions, your concerns anything that comes into your head. I did semi copy and paste the meaning of the highest escalation and the rest I knew about. I don’t ever turn on my notifications during work but I will today and tomorrow and if you get stuck and can’t find where your 2 accounts are linked send me message and I will get it and start digging around to see if I can search it out. But I think the response to you about where to go in settings from Facebook should be around that same area. Good luck and keep business and family number one ok. You are one tough person and most would have caved. So hold tight and hopefully by Monday the go between will reach out and get you back on track! Don’t hesitate to message if you need help ok.
Do you see the difference in it now? I am not saying anything about his or your account or payment history but it does affect you and your business. I am sure if I looked it up and I am just using the search bar above. With how yours is worded now I would say if I searched it this on your end would affect him now as well. I tend to look at like this way nice and easy. If you came to me and said hey, my good girlfriend needs to borrow some money and she is good for it I promise you that. Well, she doesn’t hold up her end of the bargain and now I am very Leary about lending you money until you prove yourself. Again, I am NOT saying there is anything wrong with his or your account I do not have that access at to see anything but our conversation. I’ve been around this board long enough to know what is connecting or associating between the two accounts and as you stated you seem to have full access. It’s extremely nice of you to help him get with all the information and new tools as for him for trusting you to do that. That says a lot about both of you. There are still kind, helpful people out there that do it out of the kindness of their hearts. As you stated you are connected with his account and therefore whatever goes on with his account can affect yours and vice versa. Without him removing your permission I can not say how long it would be take to receive another offer or how long until that drops off. Another question I would write down for the escalation department. Good luck to you both and hopefully this will help.
Do you see at the bottom where it breaks down your rolls. It states loans. I have no idea if he uses them or not. But you do have access to it. Just for instance only to explain or show how one could (not always though) it could be something as simple as requesting paperwork on his end to upload documents, verify bank, or if he had a dispute or multiple ones. Or decided to cancel his loan and not at it. A business in a not so so good standings. That would be the same for you on his account. Those are just a few examples of how, why or what. Again, I don’t know because that is information I am not able to see.this one with what I took pictures of was posted 4 months ago. Same as other’s. Whether it’s been updated or just reworded here or there. You know there is one and I did check it is super easy to do and you don’t have to do one at a time.just hit delete all and done. It’s not so much since I’ve been here at least that rules change but they do get reworded, updated to the current situation. Like in the loans section they added the economy, the over all health if it. But everything else stayed the same.
I did give permission to be an authorized representative. I did it so long ago. I did it because he wanted me to handle this part of things when I was there. Like he mentioned he didn’t even want to deal with SQUARE and pay all the fees. He occasionally has large transactions and I encouraged him to use SQUARE because if clients could use credit cards they will pay off their bills faster. He is not a paperwork/ techie guy so that is why I help him out. Plus he is so busy working all day, chasing down customers for money was an issue. I encouraged him to try SQUARE and it might make the process go a little smoother. I helped him set up the account.
He originally didn’t add me as an authorized representative but we had a few things come up. If I remember right SQUARE decided to hold onto some money after a transaction ( a large amount ) He asked me to call about it , SQUARE wouldn’t talk to me because I wasn’t an authorized. To give them what they needed to get the money released , he added me to I could get it taken care of. It’s been that way ever since.
Looking at the authorized representative guidelines lines , nowhere does it mention you are responsible for any debt.
According to this I can take “limited actions” you know as an owner your actions are not limited. Plus you need an authorized representative to access the dashboard which I need to do to run reports.
This below points out that you add that person “ other than the owner “ to manage tasks and reach out to square . It also states her an authorized representative is still only a team member but with higher access . Like a manager . Maybe the managers at square should be denied loans because they are managers.
I have read through this over and over. In no way does it even insinuate that an authorized representative is responsible fully for the account or any debt. I asked a rep this over my week and they told me I was correct . So again why in the world would it affect my loan or my account as it has.
Last even being a representative I still have limited access to specific areas
So here you go this is why I could not figure out why , because SQUARE seems to make up rules as they go along to avoid having to admit they are wrong and didn’t do their job correctly during underwriting.
They have this option for a pretty specific reason and it’s not being a partner in a business under one name.
I asked an agent about it this week and they went on about how an authorized representative is in no way the owner, the only owner is who is listed on the account. Then why is it effecting my account status ? After that question I got “ I going to end this call now” hang up .
The persistent tactic of ending calls and hanging up to admit accountability is unprofessional, you are there to answer questions, and clean up messes.
- You’re very welcome ! I was just talking about the overall use of AI in just about everything anymore and losing that human interaction. I do get it with millions of users worldwide; no business could process the amount of volumes daily. Every POS that offers loans, especially. You lose that human connection, and that is a must for me! I still use my local credit union; when I walk in, they call me by my name. There are needs for AI and algorithms, but IMO, customer service is or shouldn't be one ever! Crunching numbers, metrics absolutely; I like looking at my stats, growth, etc. But if I have an issue, I want a human that will listen and hear my concerns. I am retail furniture, and I hear how some of the customers talk to our employees, and I walk out of the office with a total attitude change. I tell them you handle that perfectly, and I appreciate that. But , you do not have to ever let anyone talk or treat you like that. Common courtesy and mutual respect goes both ways. Its ' nothat hard to treat someone kindly and give them some time to ask why, how and what do I need to do now. I hope that helps to resolve it, and you having to go through all of this. Good luck to you, and I truly wish you the best!
I agree 💯 there’s a time and place for it. But there’s also a time and place when you need a true customer friendly approach to handle situations that AI isn’t going to work out. A physical person has to override it and push it through. After what 7-10 days 30 minutes probably could have solved it if not less. I have used tech support more than loans (I believe 1 time) but I don’t understand he was so kind and so helpful he literally told me he was not getting off this phone until you have your deposit and he sure didn’t. During one of those technical issues banners on your screen. Finally about 5 minutes shy of 2 hrs he could push it through manually and offered to help walk me through setting it back up to nightly and I was fine to do that. An issue with terminal and registered connection and the same genuine care and service. I don’t know if people get so tuned out and automatically hear LOAN when in fact you knew it was gone (the offer) all you needed was what to do going forward and that was it. IMO customer service reps should be able to provide you with enough information to help you try to fix it on your end first like I did. If that doesn’t work it’s noted and then pass it along. Tickets and callbacks, senior superior top member will be in touch all of that could have been avoided. That’s just IMO and I hit that feedback button and smile and frown face all the time. It’s how they know what to improve on or glitches. Good luck and I hope 🤞 to see you soon with an offer!
I just scrolled through all my emails and when I first mentioned the association between the two accounts and authorized users I mentioned briefly about using a different email address or the same bank? Then I asked could you or do you have another email address that you could use not associated with him at all. I think I took a screenshot of it or can. But I said nothing associated with him like email addresses phone numbers, addresses, banking information can be used. It’s not that it hasn’t been there it has. I went through this with tech support (which by the way they are awesome 👏 ) the algorithm in or around the late fall had a huge update and up on my account shows 2 old banks and emails??? I called in every time I logged on I had to choose which one? He started digging into it and 1 of the two banks was my same credit union and was a personal account then when I started out 13 years ago!!!! The other no clue at all period. Hunting Bank I never ever had any accounts with them?! He said wait a minute didn’t they buy out a bunch banks in the last few years? Yes, they bought out Chemical Bank!!! Bingo there is was. My first 6 mths working out of our pole barn then. That was my husband bank account and he added me it. About 6 months later I switched to the credit union for the business when I went store front. He got rid of that one and then the other one is there but deactivated when I click on it.that update was big and security measures were one of them. With yours it probably picked up multiple issues. Between email address and bank account it pinged it. Sometimes hun, and I am not making any excuses for your nightmare but their seems to be a lack or lapse in communication between departments. You were not the 1st person and tech support knew to look at but I could see it physically on my dashboard! It took him 30 minutes or so and logging on and off and gone. It said last used in 2014! That’s the only issue I have is communication between different programs. I am sure after 200 plus emails and calls daily asking I want my loan money now!!!!! They tuned out your main concern and the issues. All it takes is that one right person who will listen and help. You found that person! I am so happy for you. You were 💯 correct if you didn’t correct this you wouldn’t have seen a new offer it would have always detected that or flagged it already. It takes a human to physically go in and remove it like he did. How long does that stay on there I have seen it range very honestly. It is hard to say how many times you trigger it to look at your account. But you can see what time every day you updated and make sure especially with you that all metrics are good and let that algorithm kick in. In the background the group of people who are working 24/7 on new tools for us, updating everything is amazing honestly. But with that as it should always be is security. Well, now you know going forward to help others if you see this pop up. Like I said earlier on you can still help him out and he seems to be a very nice person and genuinely cared and upset over it all regarding you. So he appreciates you. I would definitely 💯 get a total new email address and I would use yahoo or outlook or anything different than yours if you use Gmail or whatever. If I remember correctly the last one was roughly Aug/Sept. multiple accounts associated and no explanation, no offers for over a year and making his numbers plus. Emails, calls etc for a year and finally one guy was assigned to her account and boom got it done all updated and new information sent in a week later an offer came in.she has been regular now. Others were around 4 plus months range. Again, we are all different and process differently so the good ole days 70% offers are gone. I’m a so happy for you! You are one tough, strong woman. Good luck today with your call.
I’m home now but please remind me tomorrow if you can. I run in circles at work I swear. I do have a different number but not sure if it will work but they might transfer you? I just bought 2 new cash register systems and I have a number for technical assistance support? So, if issues setting it up or connecting it all together. All my paperwork is in the filing cabinet at the store. Let me see if the guys if the guys will pick up the phone I’m watching them on camera outside smoking lol.
@Twpchair @Abby_M @Square
Well I spent 2 hours on the phone this morning . First I talked to customer support and he confirmed after checking in with tech , “he does not see any factors relating me to another account” he also confirmed the same with my “ associated account “ . He made a ticket and a case for it and said he used a graphing program to confirm it.
I then called loans spent another 30 minutes on the phone explaining , he said he would call me back in 30 minutes once he talked to a manager . He never called . I called back two hours later and was told they would reach out . I explained to both there is no connection and that is what I would like addressed .
I get this :
I guess Victoria J didn’t care about my real issue enough to address it in her email so she sent me nearly an identical email like she sent on 3/14
Again… not addressing the issue at hand . Almost exactly like the other email . Thanks for taking the time Victoria J . The email from 3/14 .
This is the email I got from Nicole after my first escalation basically telling me to bad … not going to make sure we have all our info straight …. Who cares about that , right ? This was 8 days after I responded to her email .
I waited 8 days to get the exact same email back still not addressing my problem .
Identical !!!!
I was told by both teams customer support and loans don’t communicate . Are you kidding me ? They push you back and forth but don’t communicate with each other. They can’t even read each other escalations, totally unrelated departments. I have never heard of a company that has departments that don’t communicate. Over 10 escalations ( I know of ) and this is all I get back!!! That’s it . No call , no email helping, no return emails , nothing! Just these generic emails either out a solution. Still not addressing the fact that there is no connection and don’t seem to care at all.
Last even if it was and it’s not . Why should his algorithms affect my loan . According to their contract it is supposed to be used only for MY business purposes anyway . Not something else . He is up on his payments and has no eligibility actions. No red flags just slower season . His loan is less than my offer was and his income over the year is 5 times as mine .
Tell where this makes sense to anybody ?
I read her email again a couple of times. Just going off of the current board, its average is in the mids 80s to 90s. Where are you now? I know your metrics are all good, but take mine for example, and right now it’s not just you but about everyone who is waiting completely paid off. My overall sales were up 55% daily, swipes up 25%, average spent daily up as well. I don’t remember the %. No, disputes, no chargebacks, nothing negative. My offer was 3x higher than the previous one, which was 1k higher. They are loaning out every day. I have just noticed they are looking at more than just good for a decent offer and higher offer. You don’t have to tell me or post it here. But look at the % up you are in the key areas I mentioned. This is one who keeps mentioning your overall health and metrics. I think they already know the connection between the two has been settled. She mentioned she can’t talk about “his” account, not associated accounts. What type of business do you have? Are you taking card's every day type thing or more of invoices? With everything going on you’re numbers will need to very good. I’m retail furniture store and swipe 95% more than invoices.
82% gives you time for the algorithm to pick it back up. Most people (not all of course) are around 85%-90s range. I still see a good handful on here completely paid off and no offer yet. I also see a few here in there in the low 70s receiving offers. The payment dispute was that the only one? Unfortunately, that’s the big no no. But, if you have say 1 year it happens. Online orders are different and I struggled with adding this feature and decided nope not worth the headache, returns , etc. I have a no return policy on our door. I take care of all issues in house. Our furniture is new and comes with a 3yr- lifetime warranty but people don’t fill out 95% of the time. I have it all filled out and all they need to is sign it. And then I send it out. Adding vendors to the store adds a different level to it so I will keep that policy in place. Here is the only one I have besides regular number. It is for setting up equipment and they might say I simply can’t help you call this number instead regular customer service. It’s the same number 😩 sales is different 800 470-1673 I’m not sure if they can even transfer you or to who? I would love to offer you some help or assistance and again IMO ok. Just for your piece of mind and health. You have done everything possible you can. I do believe the gentleman who helped you and double check and triple checked everything connecting both banks and you saw it disappear on your end. All email addresses associated are gone as well from both accounts. Between you and the tech support guy removing old accounts and connecting accounts fixed the issues. Now, it’s up to the algorithm to do its job. The board has picked up, that’s good. You will have to work on the metrics that are needing attention except for the regarding account issues that will drop off on its own. How long , honestly no idea everyone who posts on here it was all different. Nobody or business is the same or what my timeframe is might be different than yours. Once the highest people in the loans department sent the email with this is the final decision and they couldn’t change (not her exact wording) that is final unfortunately. I myself have not seen one overturned. I believe her last email was letting you know that the account issue is resolved however your metrics have dropped or needs work. I have seen people receive offers many times and just between the offer to paperwork they updated and metrics dropped and offer disappeared. This happens more often than you would think. Theirs a page dedicated to it. I don’t think again IMO that anyone can help you going forward when you did all the digging, the calling, the tracking down. When the guy from tech support deleted everything associated and confirmed it and reconfirming everything. He also said he noted it saved the data and pushed it through the system. You saw it disappear. He physically did it and recorded it (different wording) but that was the human that physically went into the system and removed that old connection in the system data base. The upper level in her own way of saying on a public forum said that is handled but you need to work on your metrics. For her to even say that is a first for me also. Everyone and anyone can jump on Square or Clover any POS public site and read comments, concerns or complaints. That is why all of them say reach out to us directly. Believe I was an ID theft victim and you talk about a fight and doing all of it until after a year I finally called our business attorney and said I can’t do it no more I mentally and physically drained. He took over. I read the last few emails and read them at least 20 times and picked up the key words that he said (tech support) and loan specialist. The tech support guy could with you on the phone tell you that it is fixed, gone and removed and did it with the associate account. So the algorithm was taken care of hun. Her last email or prior one stated it wasn’t the associated account issue but updated metrics have dipped. That is sending up flashing lights in my head that has been addressed also and now it’s time to work on the metrics. When you do this enough you look for just a few words because they can’t nor will they ever on here go into details about your private information. I had 2 others who help here look through the thread and both instantly said the same thing ahh, she just told her pretty much everything is ok now but your metrics. For myself, retail it’s a bit easier than some businesses. I can run a “floor model 20% blowout “ Thursday-Saturday only and boom jump those numbers up. 2 weeks of bad weather and closing more than open hurt my numbers bad. But a week of good weather up they came. Hun, I can’t nor would I ever guarantee you anything out of my control which is just help and support. I feel again just myself that the issue was dealt with and now it’s time to kick it in and do your magic and get those numbers up! 82% was the average to low % these days. So loads of time to set some records and make that algorithm kick in. Calling customers service again is going to get you the same results through the loan department. You knew, I knew once it was first denied it was gone. There is no guarantee if and or when, especially when it was kicked out and denied before you did all your hard work it’s been what going on 2 weeks? This is just my opinion and you run your business I don’t tell anyone how to do that! That’s your baby and your job. I’m just going off of prior experiences and what I have helped others with. Once I saw those words I knew what she was saying without saying the words you wanted to hear. I did though and so did 2 others. I hope you are able to have a better day, less stress and get some mental rest and go get those numbers rocking! If you need anything let me know okay, I mean that.
Here you go … my last straw
i spent to much time on this , and was told respond your tonmanger with your questions . I did… and I got this ..
Another generic “ cut and paste “ answer .
This proves to me because again not one of answers was addressed that AI is answering this and that is what looks at underwriting . I responded to her with actual questions and not even acknowledged or answered.
Victoria J … I know being declined affects my eligibility. I am fully aware of that .
