We've been with Square for about 3 years and we aren't exactly a small customer for Square. And our size might be part of the problem, but I'd like to hear others' feedback on how Square begins every support call/chat.
We've been diligent to add all of our managers as authorized to contact Square support. Nevertheless, about 20% of the time one of our users is unable to pass Square's "security" validation process and ends up wasting 15 minutes or more before giving up and calling back. I'm indicated as the owner on our account and even I've been denied twice in the past few years.
Square insists on validating every single user that calls Square support even if the nature of the issue is not remotely sensitive to company data. If a device is failing or a service is inhibited, it seems like anyone should be able to reach out to Square and report the problem. I cannot fathom why any of our dozens of users require special authorization to report an issue. Even worse, I'm floored by Square support staff insisting that our validation email or name is incorrect when the support rep is typing the information incorrectly. Sometimes, name variations stop everything dead in its tracks. Should John Smith really be denied access to support resources because he registered Johnathan Smith? If a customer is waiting to complete a transaction due to a system failure, why must Square stop the support process cold because an email address has to be repeated 4 times to get the period or hyphen in the correct position?
And in situations where the problem escalates to Square needing to modify a piece of data, why on earth would the company policy be to validate an individuals social security number when we have a corporate EIN that would typically be the validation point? I cannot think of a reason why one of our managers would think that Square would have their social security number as a user in a software package.
Every user in Square has a PIN, why can't Square simply ask for the PIN? And why don't the permissions in Square allow for the single omnipotent "owner" user be reassigned (with adequate validations, of course). All of these strange and restrictive "security" protocols slow down the support process that is typically time sensitive.
I've personally not had a support call take less than 30 mins. And at least 5 mins are spent simply validating information and identifying if a user is "authorized" to talk to support even if the issue is as benign as identifying a failed v1 card reader, which is destined to fail within 18 months of purchase.
Square, please change your gateway procedures in your support team. General tech support might NOT access private or sensitive data. Let the user have a shot at resolving an issue and reserve the overly security questions for when/if the call turns toward sensitive data. And, for heavens sake, do NOT argue with one of us that our name is not accurate simply because your team can't ask for spelling guidance between Dwayne, Duane, or Dwaine.
I'd love to know if any other users have problems getting past Square's "security" information validation.
