Not sure if I’m posting in the right forum, but I had to ask advice from anyone who has been caught in the nightmare that is square’s “security evaluation”.
I’ve been a customer for over 10 years, and never had a security issue, until recently. Due to changing my cell provider and getting a new number, I had to call in to change the number on my account, as the two-factor authentication was keeping me from being able to register my new device, since I no longer had service access to the old one. At no point did the representative I spoke with inform me that I’d then be plunging myself into the hell that is an internal security audit, and that it would cause square to HOLD ALL PENDING TRANSFERS, for what is now going on TEN days.
Every time I have called to inquire about the status of the evaluation, I’m bounced around to different departments and have to explain the issue all over again, because the representatives appear to have no idea why I’m calling—do they not make any notes on the account? I’ve called nearly every day since the number change, and have met resistance, defiance, and been flat out lied to—even speaking to what I was told was a supervisor. No one can tell my why this process is taking so long, and I can’t speak to anyone in the security department, because it’s “internal”. I’m starting to believe this is just an excuse because they don’t want to be held accountable. I’m told these evaluations are only supposed to be 3-5 days, MAX, but the average is ONE (as stated on the square dashboard itself), and I’m going on day TEN, for no other reason than CHANGING A PHONE NUMBER. I appreciate security measures, but at what point are your security measures so outrageous and poorly structured they’re keeping proceeds from your actual customers??? I’m a single mom trying my best to run a business in a struggling economy—the last thing I need is my money to be held hostage by red tape and incompetence!
Something is very wrong here. I don’t understand how it’s legal to hold funds for an indefinite amount of time, with no legitimate explanation. This goes so far beyond negligent, it’s quickly becoming criminal. Can anyone shed any light on how they dealt with an issue like this? I’m at a complete loss.
