Fraud currently taking place with no support

[switzergolf]

We have fraud actively taking place on our account where a hacker changed our deposit information. We are trying to prevent this fraud from continuing without fully shut down our business however we cannot get any true support for this issue. We have had over $4000 transferred without our knowledge but cannot get any live support. Any escalated number to someone who can actually help our business would be greatly appreciated as shutting down our business is just as painful as have card transactions transferred to a scammer. Any help beyond the standard phone number would be greatly appreciated. 

[doc_choc]

If it was me I would reset the passwords asap and try and block the access. Make sure you have the two step verification on. It may disrupt your business temporarily but I would act quick to block, then look to reboot the business operation from there. Good luck there!

[switzergolf]

We have that handled however the standard support line cannot help with the transfer or help look into the fraud actions. 

[MayaP]

Hey there @switzergolf I am so sorry you are dealing with this, I know it's not easy! 

For account security, we cannot discuss specifics here but I do see our Account Services Team has taken action to secure your account. You can reach support at 1-855-700-6000 squ.re/contactsqsupport for any further questions. 

Thank you so much for working with us to get this resolved! 

[switzergolf]

Thanks MayaP, however those directions have not been able to help us get to the right people so we can take our account back. We've have been trying to speak with them all day but the most we have gotten is we will "receive an email from Account Services" and the support team cannot help as they claim to have "limited access"

[MayaP]

We know this is disappointing but this has been escalated over to the team that handles these matters, these escalations can take 3-5 business days to resolve @switzergolf . 

We understand the frustration completely but we will not be able to get this resolved through this forum. You will need to continue to work with our team on this. I did re-escalate this with them even though the representative did escalate this a little bit ago as well, your case number is Case 80742121.

Thank you again so much for your patience! 

[switzergolf]

@MayaP thanks for the update the case number does help as we have not been able to get this previously. It is a shame that faster actions cannot be taken due to the nature of the matter. 

[MayaP]

I am happy to help as much as I can @switzergolf . That is the estimated ETA it could resolve sooner than that.

I do agree, these are urgent matters and need to be dealt with faster. I am happy to pass this feedback along to our team!