Incorrect transfer to non existent bank bank account

[Homasan]

Wondering if anyone has dealt with this before and how they resolved it. I mistyped the institution number by one digit when entering my bank account information into the Square app and for unknown reasons the incorrect bank account was verified by Square and they transferred almost $10000 to the wrong bank (Bank of Montreal). My actual bank is CIBC. 

I notified Square the next day and they said the money should get bounced back in a couple of days. It's now been 21 days and after 10 phone calls and over 10 hours being on hold with various departments at Square the issue has not been resolved and my funds are not back. I'm beginning to lose hope. I've gotten VERY little useful information from customer service in terms of what exactly they're trying to do to resolve it but all they told me is that it's with the Engineering Department and that it's an odd case because the bank account was verified when it shouldn't have been. 

Has anyone dealt with this before? Any tips? or even any tips for how I can speak to someone in Square who can actually help me?

[Sineaid]

Hi @Homasan,

I’m sorry to hear about the issues you’ve experienced with this transfer, I can imagine how worrying it would be. 

I hope you’ll understand that due to this being a public form, we wouldn’t be able to take a closer look here, as we don’t have access to account or case specifics.

That being said, from what you’ve told us, it does sound like all the correct procedures have been followed by our Customer Success team, by passing the case to our specialists and engineers for investigation.

I appreciate it would be frustrating that you can’t speak directly to those individuals, but please be assured that incidents such as this are looked into as a matter of priority, they simply do just take time in a financially regulated industry.  

I can say with confidence that the investigating team will inform customer service, as soon as they have updated information to share with you. In the meantime, thanks for your continued patience and understanding.