Loyalty Program Subscription Over Charge

[KingW]

The Loyalty program cost should be $45 for up to 500 visits, $75 for 501-1500 visits, or $105 for 1501-10000 visits per month.  However, we have been charged $175 each month since September 2018.  We never had a month that’s have more than 2500 loyalty visits.  Been trying to contact square support since June and got minimal response and still being charge $175 a month!  I tried and cancel and re-enroll and still get charge for $175 a month!  Does anyone else have the same issue? 

[nika]

Yikes @KingW! Have you asked to speak directly to our Loyalty Team? That's what you'll want to do when you initially get a hold of our Support Team. They'll transfer you a Loyalty specialist who should be able to help you get this all straightened out.

[KingW]

@nika Yes, I have.  But I was told that the loyalty specialist only communicate through email at the moment.  The last email I received from the support team was on 7/27 stated that they will be looking into it. I have sent 3 follow up emails since then but noone respond at all! It's ridiculous!  

[nika]

@KingW Our Loyalty team does have their own Support phone line, so I'm sorry if our team told you otherwise. Not sure why they would've told you otherwise- I'm sorry. I would definitely give them another try.

[KingW]

@nika Do you happen to have the direct number to the Loyalty support team?

[nika]

It's the same as our Support line: 855-700-6000. You should hear an option to speak to the Loyalty team or you can ask the general Support team to be transferred to them when they answer.