ACCOUNT SECURITY, no communication

[jessential]

I have spent the last month trying to get in touch with an agent or possible  manager to go over an issue with my account.

My concern is the security of my account that resulted in a declined loan . My loan was declined because of an “associated account “ that I should not be associated . I have called several times a day for nearly a month . I have emailed , I have been on chat . I have escalated and escalated .

I have received a handful of responses by email only, that are cut and paste responses , that only reference the loan decline and how they cannot reconsider my loan application .

My frustration lies with the fact that I would like my account reviewed to find the root of this association that should not be. I would like to assure my account is  in good order, and would like the “needs work”on my dashboard reconsidered that resulted in the this decline with no basis that is valid.

I have explained and explained . I have been very clear on the my reason for the hopeful communication, to clear my account. To find the supposed connection . I have reviewed my dashboard hundreds of times. I cannot get one person to call me or send me a true informational email. Just cut and paste , identical emails that point out my frustration with the loan decline and watch my dashboard . I respond with their offer to ask questions and don’t even get an acknowledgment.

All this , hundred plus hours into this , I can count 5-6 emails ( all practically the same) and no other communication or no attempt for information or resolution.

I called Friday and was told they can’t escalate this issue or my account anymore . Basically I have been “cut off” How is that true when not one person has taken the time to look into the reason for my true escalation? My account security ! Not one time !

I reach out to loans and they won’t help but support and tech tell me “ loans used a different system and I need to take it up with them, to find what they are seeing “

I contact loans again and they hang up , end calls , tell me to watch my dashboard . How can I be more clear that the issue to me lies beyond that actual loan? Their managers don’t have phone support but send out “ cut and paste “ emails .

To top off my frustration… Reaching out to the person of my supposed “ associated account “ and he decided to get involved and he is getting correspondence from agents to communicate about his account. But request I reach out and get this straightened out . I HAVE , and they won’t help me!

I HAVE YET TO RECEIVE AN EMAIL OFFERING TO DO SUCH A THING. This started with MY account connection that raised a flood of questions and concerns, and not one time had that been addressed or even acknowledged. They give no opportunity to do such a thing.

[JTPets]

Unfortunatly on this forum there is nothing we can do to support account specific issues.

[jessential]

Thank you ! Just hoping to get some input now to actually get an escalating issue into the hands of a person that will actually address it.

[Donnie-M]

@jessential I know there's a lot of frustration here and I come to you simply as a fellow cellar. And I'm pretty sure I have went around the same issue just trying to give insight from someone who is active in business and familiar with using square products. I'm also active on these forums and read a lot of other issues good and bad.

 I get that the loan denial stings. Nobody wants to feel like they’re being penalized for something outside their control. But here’s a thought: if the system did flag an association that triggered concern, it might be less about some hidden error and more about how close that “associated” account really was—financially, behaviorally, or structurally.

It’s worth asking:
If this situation had been reversed, and your account was the one lending its reputation to someone else’s risk, would you want Square to ignore it?

I say that not to downplay your frustration—but to highlight the real root of most loan denials: cash flow. Square’s decisions, like most lenders, are based on patterns, not feelings. If those patterns throw up a flag, the fastest way forward isn’t escalation—it’s course correction.

And frankly, if even half the energy spent chasing escalations was put into shoring up the business—clarifying structure, increasing sales, building margin—you’d be holding the cards next time, not waiting for someone else to deal them.

What others have said is the truth.  You cannot get account specific answers in these forms This is our community of sellers and we're here to support each other answer questions trade ridiculous memes but we all have a common thread This is the software we use and we're here to make money. 

At the end of the day, what we’re really talking about here is risk. I face it every day in my own business—every decision I make either pays off or doesn’t. And the one thing I’ve learned is to focus on what I can control, not what I can’t.

So here’s what I’d want someone to do for me: be honest. Not with corporate speak, not with sympathy that goes nowhere—just clarity. If the loan didn’t come through, it may be a signal that something in your financial picture needs attention. That’s not personal. That’s how risk works.

Just a thought. Respectfully.

#RCA 

[jessential]

I understand risk… I can assure you I do. My challenge is their entire basis according to them is having an association to account , that at this time has a decline due to slower season but over all makes 5 times more money than I do. An account they can’t seem to disclose how they see it associated.   When I ask they send an email referencing the loan decline, not what caused it 

I  have a business that should not be in association to that account or any other for that fact.  I don’t even have employees. I am strictly a single operated, sole proprietor. My account should not be associated with any other account, at all. My dashboard is constantly in good standings, I have not had any disputes in all my years in business and have not had anything in my account that would have caused a “red flag” . 8 successful loans with Square without a missed payment and always paid early. According to them the risk lies with an associated account and I am trying to get to a person who can resolve the association that shouldn’t be . Then to proceed to blemish in my dashboard due to a declined loan that was declined in a false basis that they won’t allow me to dispute . 

They asked me in underwriting and I was clear and honest I am a separate entity amd they chose to disregard it. 

What is comes down to … anytime I email call or chat . They either 1… choose to ignore  my request and move on. Or 2 , reference the loan and not the actually escalation issue. or 3 hang up and end the conversation not because I am being rude but because they don’t have the answer. 

[Donnie-M]

@jessential I think I understand everything now and I hear you—and I genuinely respect how persistent you’ve been in trying to get answers. It’s clear this isn't just about a declined loan—it’s about feeling shut out of a process you thought you understood. And I get that.

But because I care about this community—and I know how confusing Square’s decisions can be—I dug into as much info as I could find and found this pretty blunt statement:

“Using internal data and other identifiers, we have determined that your business is related to another account with a Square Loan whose card processing has declined... We are unable to take any action to unlink or dissociate the accounts.”

“We are unable to take any action to unlink or dissociate the accounts.”

Let me say that again, because it’s not vague.
Square. Will not. Unlink. Accounts. Period.

No escalation, no exception, no “let’s talk to a manager.” Once their system sees a connection—through login data, banking info, EINs, devices, ip addresses, whatever—it treats those accounts as related.

Square's definition of an account being associated with another account is not the same as "2 separate business entities". 

Declined Loans 

And here’s where it gets tough:

The other forum thread by the other person said this:

“I gave her access to be able to call and ask questions, but she cannot sign my loans, change my bank accounts, anything like that. she is listed at office manager. Her only connection is helping in my office, not finically, at all. In fact she has hardly had to use it.”

It was mentioned that one of the accounts had access to the other and being able to call into square and speak about an account is really high level access. That alone—regardless of ownership—is enough for Square to treat them as financially tied. So even if the businesses are totally separate in your mind, the system sees them as one risk unit. And when one side of that equation has declining volume (even seasonally), it can and will impact the other. That’s not fraud. That’s lending. Square—as the lender—has every right to say, “Based on our internal risk models, we’re not offering credit at this time.” They don’t owe a breakdown, because they’ve already made the terms clear.

You’ve done nothing wrong. But they’re not doing anything “wrong,” either. They're just making a risk call, and unfortunately, their system has already spoken.

I know it’s not the answer you want, but it’s the one I’d want someone to tell me.

No shade—just the clearest compass I can offer from the outside looking in.
#PatternNotPersonal #RiskAin’tMoral #HatOrBust

[jessential]

I get this … I do . What I don’t get is how they determine the connection, and how they feel it shouldn’t be disclosed. I don’t have any connection to be found . I am a totally separate business with a different client base . It’s like saying because I live on your street … blah blah. 

If I had an issue on my credit I have the right to dispute . I get a clear picture of the issues to address, that report is expected to be legit.   They are clear on their guidelines but not in what brings them to determine them, and the refuse to share them. This is my credit with square and I have a hard time getting past that they don’t feel like they should have to share it or at least keep me in the loop. 

Last … when you accept the loan offer it specifically states how the loan being offered should be used for that business only! 

 
I’m sorry but they asked me to clarify in underwriting and I did. At no time did they ever note on my account, dashboard, etc that such an association existed to them, but nowhere else in the world am I associated so why would I think it was an issue. How would I be financially  responsible if they won’t even let me call and inquire about that account. 

They can spin it anyway they want, but there is no excuse for them to refuse to take a moment to help me just understand it no matter how absurd it is.  Only responding with worthless empty emails and hanging up they want to end the call. 

The risk is only there if I factually was part of it . Facts , not assumptions . They also had us associated with another account I have never even heard of in a totally different state . Guess what … the removed that because … it was an error ! So when they Willy - Nilly make these assumptions and mistakes that effect nobody but the customer inquiring. I invite you to closely look over the consumers rights under the fair lending act, several violations here.  I have worked hard my whole life with no outsiders including employees to help me build. I don’t have anybody but me and I do 100 percent of my business. 

[jessential]

@Donnie-M 

When I was given that access I contacted square on two occasions and inquired if it would effect my account . I was assured by a loans agent and a customer support agent it would not. That is the only reason why I agreed to it. I did my part by following up and was mislead by both departments. Now they tell me even if he removes my access and I have nothing to do with his office that I am still connected. They won’t change it no matter what. Make it make sense.

See it like this …you have a employee that you let go, they run up credit  and you go get a loan and they tell you you can’t because your past  employee worked there , and is a risk! I don’t think you would be so agreeable then . 

To top it off that is my assumption of the connection, they still won’t confirm it but it’s all I can find .   They rather me assume and keep me in the dark, then confirm.