Incorrect YTD Reporting

[belleo]

The title of this thread has been edited by a Square Moderator from the original: "Square has reported incorrect YTD numbers and refusing to fix it. How do we escalate this matter?"

We have an employee who's paystubs is showing incorrect YTD information. She tried applying for a certain program and it was brought to her attention. We reviewed the details and spoke with Square, spent over 2 hours on the phone with various square employees. The last representative we spoke to identified that there was a glitch in the system that created the error and opened a case for correction. We followed up the next day to get a status on the case and first representative didn't have any information on the case. The second representative over chat didn't seem to understand the issue and discrepancy. How do we escalate this matter or send an official letter to square requesting for the information to be corrected. 

[_Violet · Accepted solution]

Hello @belleo and thank you for your post. I apologize for the difficult experience you had with our Support Team 😞 I can confirm that our Support Team is able to review your past interactions with Support, once they successfully verify your information and locate your account. I'm sorry that they didn't do this when you spoke to them.

I am not able to view your Square account or reports here, via the Community, but to receive an update on your case, you can reply directly to any emails that our Support Team has sent to you. If a Support Ticket was created for your issue, they can also look this up, and see if there are any further updates they can provide.

I hope this information is helpful but please do let me know if you have any additional questions.