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.
I am so sorry. Hun, you have been through so much and sometimes you just need to step back and take a break. You are spinning yourself in circles and unfortunately, you’re not going anywhere but more frustrated. When mentioned that their final decision was it as it escalated to the very top. That was final. The other connection imo has been addressed. The last 6-8 emails you shared no mention about that issue only your metrics. As small businesses we strive on customer service and our customers. I am not saying that Square is perfect or things could and should be communicated better. When technology has more and more to do with running big companies you can loose some of that human interaction. It’s not just Square I spent 5 hours on the phone yesterday trying to explain to an AI chat I have 3 accounts and need to pay them and your system is down! You talk about pulling your hair out. IMO you are NOT going to get a system to look into anything any further because on their end they have and the system has picked off the metrics and area you need to work on. NO mention of anything else. This is good hun. Right now I know it doesn’t seem like it. And how long before you are picked back up no clue there is and I don’t need to even say it. It does, it will drop off automatically. There is no timetable for it. Whether it is quarterly or monthly that is one that truly I can’t find out a time frame but tends to go case by case. So if you work on wait the loan specialist emailed you and bring those numbers not even to good but great! This is where things that have a hold for multiple reasons and different issues can drop off sooner rather than later. Lending on the whole was extremely tight and now it’s starting to feel a little different. Loan boards are blowing up again and this is all great signs. So, for your piece of mind and for you to receive another offer. Time to do a reset and push forward and don’t look back again. I heard your story and you are strong and tough. We made it through Covid and the aftermath of the lockdowns and we are still open and turning the corner. Get back to mindset and get to doing what you do best and that is running your business and making the best of it. If you continue down this road you are going to just get the same results hun. They have moved on, tech support did amazing for you and that is done and you could see it yourself. Customer service and the highest level of loan department not 1 but 2 made their decision and stated it was final and your issue was resolved but it’s your metrics that matters the most. I have no problem helping you bring those numbers up and not to good but great! Growth is huge and that among average sales up, price spent per swipe up and new customers all not just up but let’s get them 25-35% over previous months. Zero, disputes,chargeback's nothing negative! That’s how you increase your chances of a higher offer. Good, maintaining or steady gets you the same offer or lower. Your business isn’t growing but your maintaining is all ( not you) just in general okay. That’s why Square updated their wording with when or how offers work. The higher the % paid back is less rolled over and I like this. I wont unless it is dire take an offer at 68/70% and loose 30% of my new loan. Almost half gone. I want the the most I can get! I kick in those numbers around 80% and run sales and numbers go up and up daily. That’s what you need to work for and get it! You can do this but you need to start doing what you’re the best at and that is your baby your business. Take a step back and maybe a day off mentally and physically and just relax and get a game plan in your mind for pushing yourself forward and keep pushing. I would love to hear your journey and numbers along the way and watch for that first offer. Good luck and take care of yourself first ok.
