Square Hardware Installment Pay Off

[Trespinosfarm]

Once again Square Hardware Loans for the Win! I have been contacting the Square Customer Service phone number quite regularly *weekly, sometimes daily* to get my hardware installment plan paid off. We have been on the phone with this department (who you have to get transferred around the phone tree to reach) since July 23rd!! That is a whopping 27 days without resolution. Each time I am told they will “escalate it” or “it has been escalated”. My favorite response today is that it will take 2 business days for a manager to call me back?! 🤬 I AM TRYING TO GIVE YOU MONEY not the other way around? I need this done today as each day it is not paid sales taxes are going onto my tax responsibility and not to my managers tax id I am trying to transfer my business to.  Oh, and I was given a lovely “Case number ID” that when I call back and give the “Case number” to a lady named Jame on the phone she says there is nothing attached to the case number?!! So now they just give out make believe stories to get me off the phone and not actually do anything to help. HELP HELP HELP!

[Donnie-M]

@Trespinosfarm Congrats on the early payoff—that’s definitely a big milestone! 🎉

I love square, and yes sometimes I scratch my head too.  From what you’re describing, it sounds like one of those “wow, can’t believe they’re paying off early” situations that catches the system a little off guard or that is just one of those departments that is really automated. As frustrating as the delay is, my two cents is that it’s better for Square to process it correctly from an accounting standpoint than to rush it and risk something getting misapplied.

I’d keep pushing with support, since persistence usually gets it resolved, but at least know you’re not alone, others have hit similar snags when trying to close out early. I am flagging you here so maybe one of our helpful mods can get you some info or pointed in a better direction.  I can't help with specific account information except to commiserate with you on the frustration of trying to do good!

Donnie

[Stacelyn24]

Hey there 👋

Wow—I can totally feel your frustration through the screen 😬. You’re right, it’s wild when you’re literally trying to give money back and the process drags out like this. Getting bounced around the phone tree and hearing “escalated” on repeat without movement would drive anyone up a wall.

A couple thoughts that might help:

• Ask for the “Account Services” team directly—that’s usually the group that handles hardware loans/repayments, and sometimes the front-line support doesn’t route it there right away.

• Try the Support chat or Twitter/X DM (@SqSupport)—I’ve seen folks get faster traction outside of the phone line when there’s already a long-open case.

• Document everything—dates, names, case numbers. That way when you finally reach a manager, you’ve got the whole paper trail ready.

You’re not alone—others have run into the “phantom case number” issue before. Hopefully, once you land with the right team, they can close this loop quickly so you’re not stuck carrying the tax burden. 🤞

Hang in there—you’ve done more than your part already!