Instant transfer no payment

[IntegrationMass]

I requested an instant transfer on August 13th.  I received an email on the 14 th saying that it would go through within 20 minutes.  I contacted square on the 18th telling them that it had still not been deposited.  I received an email the same day saying that they would expedite the payment but it was a completely different amount and on that had already gone through.  I forwarded them a copy of the email with the correct amount and never heard back.  I also requested to have the extra instant transfer fee refunded since it had taken so long and it was supposed to be immediate.  This is the first problem that I have had with square in all the years I have been using them.  I am extremely frustrated 

[TheRealChipA]

Hi there @IntegrationMass.. Sorry to just see this and reply so late.  I'm going to tag the Square moderators here in the community.One of them should be able to investigate with the product team and assist you further.

@Kassi_@RSosebee1@_Violet@MayaP@Summer2024@Summer2024@Ellie_@Katie_SQ@Laurie_@Sammie_C

[_Violet · Accepted solution]

Thanks for the tag here, @TheRealChipA - Sorry to hear that you're having trouble tracking down this transfer, @IntegrationMass 😞 I'm happy to provide some guidance on missing Instant Transfers.

Since it's been over a week since you initiated your instant transfer, it seems like there could be something interfering. Firstly, I recommend checking your transfer reports to ensure we have a record of the transfer. If you have multiple locations, you can edit the filter to show all locations. You can click on the specific transfer, and then select "view details" to see where the transfer was sent, along with the Retrieval Reference Number. Your bank can use the RRN to help us locate the transfer.

Please provide your transfer details to a representative in the debit card operations department at your local bank branch to trace your payment. Please note that a bank teller is highly unlikely to look up the Retrieval Reference Number, so please request to speak to the manager or the debit card operations department. It’s important to explain that the funds will appear as a credit issued to you using your debit card number. This isn’t a missing ACH transfer or direct deposit.

If your bank states they are still unable to locate these funds, we’ll need your bank to provide the following via email to our support team:

• Written documentation confirming that this transfer was either rejected or unsuccessful.
• Reverse Trace Information for the transfer if it was reversed.
• The name and number of the debit card operations representative you spoke with – we would be happy to reach out to them directly to resolve this issue.

Regarding the credit you mentioned, and reimbursement for the Instant Transfer fee, we'll need you to continue working with the representative who was assisting you previously. If you still haven't received a response from them, you can try creating a new case through this contact form. Account-specific transfer issues like this need to be addressed by our support team or potentially our banking team. Our product team wouldn't be able to assist with something like this, as they work with features and overall operations of the Square app.

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