I'm gutted, enraged, and confused over the astonishing treatment we've received from Square recently. My wife and I are both customers (two separate businesses). I was an early adopter of Square, from the days when the only product was a little card reader that plugged into your phone.
I'm writing on my wife's behalf because she is exhausted from the Square runaround. To those who say, "She has to ask for help for her own account," I say, read the rest of this post and you'll see that she has tried every single support avenue multiple times.
The only reason she isn't on this forum right now is because dealing with the shocking mess left behind by Square is that time consuming. She no longer has the luxury of hanging out on a forum; today she is desperately trying to problem solve her way through keeping her doors open, so here I am.
Rules have recently changed. My wife was informed that she needed to comply with the new regulations in order to sell CBD... understood.
The problem is that, the entire process, she has tried multiple times to comply with requirements. She has been informed by various Square reps (bots?) that she is, but then isn't, but then is, but then isn't, meeting the requirements... that she hasn't submitted proper reports even though she has sent them in multiple times... every time, a different rep says she didn't send them so she sends them AGAIN... that she isn't, but then is, getting her account shut down, etc.
She has called repeatedly to get clear answers. She only gets low-level call center employees who don't have any clarity or authority, and none of them ever say the same thing. And they refuse to let her talk to a person who handles this stuff. It's like screaming at a brick wall. She is trying to follow guidelines but is getting nowhere.
She has now been informed that her Square account is getting shut down permanently. This means her entire store (brick-and-mortar and ecommerce) comes to a screeching halt. They are also closing her business credit card, on which she has never once missed a payment or carried a balance past a month. They are requesting the rest of her Square loan be paid back immediately.
She did nothing wrong. I repeat, NOTHING. She has followed every rule. When rules changed, she adjusted. When she was asked to submit documents, she submitted them. She has told Square multiple times that she intends to remove CBD products from her account completely.
She, like so many others, believed the Square advertising: that they exist to support small businesses like hers. She trusted Square with her entire dream and business. They are burning it down for literally no reason. It has become crystal clear that Square doesn't care.
It would make a great, and also awful chant:
SQUARE DOESN'T CARE
SQUARE DOESN'T CARE
SQUARE DOESN'T CARE
Say it with me...
And it seems there is no one to turn to for answers. At this point, I wonder if Square really is run mostly by poorly trained AI bots. Maybe it's a blessing in disguise to get your account shut down. ?
Is there ANYONE... ANYONE AT ALL... who is an actual decision-making human who cares left at Square?
If yes, please please please reach out to get this mess worked out with my wife. I can put you in contact with her. She is busy frantically trying to figure out how to keep her store open this week, which is why I'm in the forum instead today.
Please.
