I've been processing payments with Square for 9 years and never had a problem. My account was hacked on 8/31. (Completely my fault. I opened a bad email and tried to log into a proposal from a new account I was waiting for...it was faulty. ARGH.)
I was told I it would be resolved in 1-2 business days and funds would be transferred. It has taken me 7 phone calls and we are on business day #5. I can't get past the person who answers the phone and assures me:
-They are sorry this is happening.
-They understand I am frustrated.
-The case has been escalated.
I have had to tap into our family's emergency funds to cover payroll.
I have used the same bank account for 9 years, and they won't deposit the money into that account while continuing the investigation.
The thing I'm infuriated by is that NO ONE who knows anything will get on the phone with me and give me clear answers and a clear timeline. I have never had to call Square about a problem. They have just been quietly making money off of us for 9 years. Now I have a major problem and no one will talk to me. I really didn't know I was doing business with a company that was so hard to deal with.
Anyone else have this happen? I'm guessing my money is sitting in a high yield savings account and they are making some interest while I'm stressing about bouncing checks.
How long did it actually take to resolve? Were you able to actually speak to someone who knew what was going on?
