Beyond Frustrated With Square Loans and Customer Service

[atmidnightwefly]

Has anyone switched to another provider due to the customer service around loans?

I reached out to them to see if there is a factor I'm not meeting for a loan offer and the gentleman I spoke to on the phone said it was weird I have yet to receive a new offer and it looks like an IT issue. He said he was escalating it to the IT team and he would follow up along with a member of IT. He said things should be fixed up and I should be seeing a loan offer in the next few business days and that has yet to happen weeks later. I emailed with my help ticket ID number and got the usual generic copy-and-paste response that didn't address any of my questions. Between the loan situation and the constant outages, I am at my limit. 

[frances_a]

Hello @atmidnightwefly 👋

I'm sorry to hear about your experience.

It's worth clarifying a few things here. 

Offers are not guaranteed, and we are unable to predict when your business may receive another offer. New offers are not automatically extended when a certain percentage of an existing loan is repaid. 

As you know, we evaluate loan eligibility automatically and are unable to manually generate or predict offers and all sellers must qualify based on eligibility criteria.

If an account experiences a technical issue preventing it from getting an offer, the tech issue would be addressed, but ultimately, an offer would be extended automatically if the criteria is met. 

For agents, whether support agents or Community moderators, not all eligibility factors are visible, as many are considered sensitive information.

While you can see some eligibility factors and their status on your Square Dashboard, this is not meant to be a comprehensive list of factors or a guarantee of a loan offer. 

Remember that we consider additional factors, such as account reviews. If your account has been under review recently, it may affect your eligibility.

Additionally, external factors also affect Square Loans. Just like any other financial institution, we need to look at the economy before extending loan offers. 

Hope this helps clarify why you might not be seeing a loan offer yet!

Thank you ✨

[atmidnightwefly]

It doesn’t. I was told on the phone an offer is available but not showing on my end so I cannot accept it so IT is supposedly looking into it but It’s been well over the given time and no communication from them. I’m just over the back and forth and generic answers from people who clearly aren’t looking at the situation and just think I’m whining for a loan offer. So between that and the system always being down I’m over it. I’ll be moving to Shopify asap 

[frances_a]

@atmidnightwefly,

I truly understand how frustrating this experience must have been for you, and I sincerely apologize if any confusing or inaccurate information was shared. This isn’t the level of service we strive to provide to our Sellers, and I regret that we fell short in your case.

Our support agents don’t have access to detailed loan information, which means they do not have visibility into loans that might have been offered but not yet accepted.

I’d like to ensure that your feedback is heard and that we improve our communication moving forward.
If you could provide the case number from your interaction with support, it would help us escalate your concerns to the appropriate team and address any issues more thoroughly.

I completely respect your decision to switch your payment processor. While I’m sorry to see you go, I genuinely wish you and your business all the best. Please don’t hesitate to reach out if there’s anything we can do to support you during this transition and make it as smooth as possible.

Thank you for giving us the opportunity to serve you.

[atmidnightwefly]

I’ve given the case number to numerous people and I just keep getting bounced all over the place with promises someone will follow up from this team or that team and no one ever actually does. Can’t win em all ! 

[RobynR]

Hey @atmidnightwefly, I'm stepping in for Frances.

After reviewing your previous communication with our Support team, it looks like your case was initially escalated to our Square Capital US team instead of the Canada team. We’ve confirmed that the US Capital team forwarded your case to the Canada Capital team earlier this morning.

Once the Canada team has reviewed your case, they'll reach out to you directly via email. We understand this can be frustrating, and we appreciate your patience.

If you haven’t received an update within 1-3 business days, please let us know.