Why is speaking to someone that can solve problems so difficult?

[DinaLRosenberg]

I recently received a suspicious email stating my Afterpay was not connected to the proper bank account. The email had the Afterpay phone number and said to call it to update my banking.

When I called Afterpay they said since Square onboarded me to Afterpay they couldn't see or change my banking information. I have been attempting to find someone at the 800 number that can help me and it seems that Square has its call center off shore with people that are not 'English fluent... It's a problem when I am speaking about an issue with settling transactions for Afterpay and the customer service person asks me if this is about payroll. Clearly there is a language issue. 

I was misrouted three times and given a phone number that didn't work. 

It is incredible disheartening that I have been on the phone for the past two hours and the this is the level of service that I have been met with. My last hope is to complain here with the hopes that someone can help me fix this issue.

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[JJ_]

Hey, @DinaLRosenberg sorry for the delay in my response here.

This really sounds like a phishing email. We can gladly assist here but if you'd prefer to speak with our Support Team by phone, you can give us a call at 855-700-6000 between 6 am - 6 pm Pacific Time Monday-Friday. If you call outside of these hours, you will be required to enter your Customer Code to validate your account.

You can also get in touch with our Messaging and Email Support Teams here.

[DinaLRosenberg]

After two hours and 50 minutes it was confirmed that my banking information is incorrect and I am not receiving any Afterpay Funds. Square is pointing fingers and Afterpay and Afterpay is pointing fingers at Square. In the meanwhile I haven't been receiving any Afterpay funds and because I was a Beta tester for both online & instore I wan't the one that even onboarded Afterpay the engineers did it for me. No one is taking accountability and as I said almost 3 hours in and no problems solved.

[JJ_]

I just moved this post over to our private board so we can discuss this matter a bit more freely. Can you please share the last three digits of your bank account? I want to make sure I can get this escalated and looked at for you.