Cannot add a debit card to payment method for bill pay

[astock87]

FOR THE LOVE OF ALL THAT IS HOLY, SOMEONE PLEASE HELP!

I have been trying to add our outside debit card to the Bill Pay payment methods. There are 3 options: Square Checking, Debit Card, or Credit Card. We already have a checking account through our local bank and Square says we aren't eligible for a checking account any way, even though we have a Square savings. When I attempt to add my debit card information it keeps coming up with error messages. I've even tried multiple different debit cards. I have called customer support 5x already, spending any where from 2-4 hours per call asking for help and getting transferred back and forth between customer service and banking support being told that neither department works with Bill Pay and that there is no existing department that handles Bill Pay. I was once able to reach a supervisor named Alana who gave me a support ticket number and told me she would email me with contact information, but never received an email or any update. It feels like I was just given a support ticket number just to pacify me. We have had to write checks for our vendors vs "direct deposit" their pay as promised. If any one has had similar experiences and found a resolution, please share.  

[TheRealChipA]

@astock87 Sorry to hear about your issue.  I know that debit card support is working because I have it on my account for the few times I use Square Bill Pay.  This definitely sounds like an account-related issue, so I'm going to flag your thread to the Square moderators here so that they an escalate it to the banking team.  Someone will get back to you, either here or privately.  It's no excuse, of course, but the recent lay off of a lot of Square folks has caused a lot more work for fewer staff.  I know they are working hard to get through the backlog, but it can't hurt to flag this as something important.

It would help if you would please specify those error messages it keeps coming up with.  That is actually the most important thing that I do not see.  And since you said you had. support ticket number, that is also information that will be needed.

[astock87]

The error message states: "There was a problem saving the card." I am told every time that I call in that they will escalate the issue. But every time I call in I have to re-explain the issue and also instruct the customer service rep how to add a payment method to the Bill Pay. It seems like they don't even realize it's an option. In regards to the support ticket, I have given the ticket number to each rep I talk to and am transferred to and still have to explain everything. As if there aren't any notes linked to the support ticket. So I'm really struggling here. The last time I called in, I spent 3 hours on the phone, transferred just under 10 times, and the last rep I talked to asked me to send a screenshot of the error message, but then hung up on me. I did receive an email to submit the screenshot and the reply I was sent back was instructions on how to add the payment method. I have attempted these instructions from the start and continue to receive the message. I did speak with our bank and they said there are no holds or restrictions to prevent our card from being used on Square. 

[TheRealChipA]

Thanks for all of that, @astock87, and sorry for the delay replying.  It has been an interesting week and I've been away from the board for a few days.  Anyway, I'm going to flag your thread to the Square moderators here.  They can escalate it to the engineers, hopefully, and get you to the folks that can actually do something about this issue.  It sounds like you are doing everything by the book, so I'm at a loss for any more troubleshooting tips.

[tranguyen]

Thank you for flagging this @TheRealChipA and I'm so sorry about this experience, @astock87. I'm going to reach out via private message to gather some additional information to help me investigate this, so please do keep an eye on your inbox!