Several months ago, i was contacted via phone by my "new acct manager" Ben, to see if there was anything he could help with. We discussed a list of things (including my interest in applying for the cbd program in case i would ever like to add cbd creams to my offerings). He assured that he would follow up by email with the cbd program application as well as advisory on the other issues.
I received only a generic follow up email days later, to which i replied (multiple times) with a recap of the things we needed to handle.
I never heard back.
Fast forward several months. I get the same call from him " Hi Im Ben your acct manager and im checking in to see if theres anything i can help with" Yes...the issues we discussed and you ghosted me on months ago...
"Sorry, sometimes i have email issues, ill check into it"
Next day, ANOTHER generic follow up email with no reference to our discussions.
I reply and follow up a few more times, finally get a reply that addresses only one of the listed issues, which cant be helped.
Upon futher follow up, i finally at least get set up with the cbd program application that i requested...or so i thought.
It turns out, my cbd application was set up as if i had been caught already selling cbd without being part of the program and though i filled out the application in full i kept receiving texts and emails that more info was needed and threatening account deactivation due to being in violation of sqaure policies. I contacted Ben several times (you can guess where that went) and moved on to customer support, who agreed that i have no information requests and it showed that i had in fact completed all parts of my application.
During this time i was offered a square loan, which i opted to accept. (i use them frequently and always pay off early). I was DENIED the loan bc my account is in violation of square policies for selling cbd without approval. I DO NOT SELL ANY CBD. I REQUESTED THE APPLICATION.
Ben (and customer service) are contacted again, ben says he'll look into it (ignore it) and customer service escalates once again, promising contact asap.
Nothing. ANother week goes by, im sitting in a business meeting and get 2 emails from sqaure.
"Your CBD application has been denied" -and- "Your account has been deactivated, you have 30 days".
UNBELEIVABLE. I've been asking for help from everyone under the sun for WEEKS.
I leave the meeting and call customer service (again), spend at least an hour expaining and dealing with it. Am promised she's going to work on it and call me back before end of day. NOTHING.
This morning, i do thankfully recieve a generic no-reply email stating that pending review my deactivation has been cancelled. THATS IT!!! No contact, no new acct rep as requested, no answers about rectifying my account history to remove violations, no addressing the loan issue. No mention of the cbd program. NOTHING. Like its no big deal.
Meanwhile my acct is comepletely messed up and i have no point of contact, as a "Priority Merchant" processing over half a a million dollars a year.
Hope this gets the attention of someone who cares even a smidge.
I'll be spending the rest of the day not holding my breath on a return call/email and in meetings with other prospective processors/softwares.
