draconian measures

[Galactus2024]

I have been with Square for many years BUT what happened two days ago has changed my opinion completely. Our bank payments were stopped and we were asked to submit documentation to prove one of our directors as it could not be resolved electronically, HOWEVER, the person concerned could not be contacted and is still out of contact today. This draconian action has meant we are now owed several days credit card payments and also means we cold have  problems trading if  it is not resolved quickly. Surprising there is no option to talk to a human being as the only telephone number is for the POS helpdesk. They kindly offered to escalate my problem to the "appropriate department" but nothing has happened in the last 24 hours. I myself am on holiday until Monday next week but will be swapping to a new provider as soon as it can be arranged. I will use every contact I have to tell as many colleagues as possible about the treatment our Community Benefit Society has received and asking why Square can withhold our

funds having promised they would be in our bank within 24 hours.

I will decide what to do with this obviously illegal action when I return from holiday. 

[doc_choc]

Hi @Galactus2024 

Sorry to hear of the problems there, definitely frustrating as a small business. Although I don't have all the particulars of your specific situation I do know there are a lot of new government requirements being put on businesses to prove identities of owners and directors to prevent fraud etc., which albeit a hassle, in my opinion is a good thing for business and customers. I have also heard that the electronic identity proofing doesn't always work that well with the government gateway so again another frustration point requiring a long winded process of ID verification. It might be worth a call to your bank as sometimes these issues can be out of the hands of Square and in the hands of the bank, systems are so complicated you never really know what/who is causing the holdup.

On the point of contacting the directors, just a thought we had a similar issue a few years back so introduced a policy as part of risk management to ensure at least one of our directors is contactable at all times or if a director is not contactable, they are required to check in at least once every 24hrs, this at least mitigates to a degree lost time.

Hope this is of some help.