I've been up and down every channel I can to resolve an issue centered around a dispute a customer filed.For starters, this customer should have been refunded but my team never hit the refund button. Once I saw the dispute, I immediately ACCEPTED it. This was on October 10th. Fast forward to Nov 20th and the customer has not seen any money refunded. After 5 different calls with support and having the issue escalated, two different calls with our representative - I was told the same response "Square has been informed that the disputed payment should be credited back to the cardholder’s account. Please refer your customer to their bank for more information on when to expect the credit." Each time the customer called his bank and was told "there is no communication from Square nor are there any pending deposits or transactions"Each time, I called back and asked for a transaction number, or some information that proves the transfer of funds from Square to customer's bank has been made - each time same response.After asking to speak higher up each time - "there is nothing I can do beyond this" is the response. Zero opportunity to escalate.I was patient and clear with each call, asking kindly but stating the importance of my issue and how it impacts my business, except on the 6th call - I got heated and begged for help.Now this is no small transaction, it's $4,238 of our customers money. This customer has been patient but has threatened my business, not Square, but my business and has demanded I refund his money - the same money Square already deducted from our account. I've asked for escalation multiple times, asking for simple transaction data to help my case and save my business from this headache - 1-2 day wait, same response. I've called out the CEO and the Company on LinkedIn asking, pleading for help. Nothing.All i've heard is "I'm sorry this is a challenging situation for you, but I can't help you any further" - then get hung up on.I've been a Square customer for 7 years, processing over $1M in transactions on this platform and still - no luck in getting information.Now I'll have to shell out another $4,238 on top of the $4,238 Square already deducted from my account to settle this customer and save my business headache.If you don't care about getting thoughtful support, or data you need when you're in a bind - Square may be good for you, but if you need want support - I do not recommend. I've tried up and down every channel I can get and was shut down each time. No luck.I'm switching to something else for sure. Sad to see this happen.
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