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This company is terrible

This company is terrible. DO NOT TRUST THEM. I used them to process ecommerce payments. They were the only payment processer that would refund credit card fees. Well, total bait and switch. They changed their policy and will now no longer refund credit card fees which really isn't the reason I felt compelled to write this scathing testimonial. It's how unprofessional they are and how impossible it is to speak to a human, even though when I signed up I actually had a "rep". The rep, however, eventually ghosted me. Then someone clearly who has never had a real job before who obviously was reading from a script calls me to tell me he is my new rep. Armoni is his name and he cares about my business, he is going to work with me to support my business needs. I explained my frustration with their refund policy and that I needed to manually capture funds and asked if Square offered this. I cannot lose credit card fees and the products I sell are big ticket items with long wait times and when the customer finds out how long they have to wait, they sometimes cancel. I could not be stuck with $200 in credit card fees lost each time that happens so I needed to be able to have a payment processor that was set up for automatic approval/manual payment capture as a safeguard. No surprise that Square doesn't have this but "rest assured" says Armani, there's an "exclusion list" which he has added me to and can we make an appointment right before the change goes into effect? He sends me an invite. The day of the meeting, I get an email saying he's sick and has to cancel. I responded asking about the "exclusion list". Crickets. The following week is here, Armoni surely must be feeling better. And if you're out of the office, don't you typically have an OOO responder? I email Armoni and ask him. Crickets. Finally decided to cancel. I emailed my original rep (pre-Armoni) who actually got back to me this time and said "you don't have to cancel, you can just not use it!". Right? I am going to just leave an account that is linked to my bank? Don't think so. I then get told I have to call to cancel so I do and cannot actually speak to someone. Their stupid robot, forces me to engage via SMS which routes me to chat. They just send me a link to cancel but I say I want to unlink my bank first. Because, guess what? There is actually no way to do this in the platform which is really shady and suspcious. So they tell me it's "encrypted" but "rest assured" your bank info is safe. I don't care. I am cancelling my account and have no reason to have my bank linked to Square. Then they tell me I have to speak to someone to verify privacy information. So I they ask for my phone number to I guess put me on a whitelist to actually get to speak to a human and not get routed to chat/SMS. I call, get someone who has me on hold for a half hour. She claims she is verifying privacy information. But isn't verifying privacy information something they actually have to do with me? like ask me questions like SS # and dob? Well, I'm on hold for a really long time and she hangs up on me. I call back, speak to yet another person, explain everything but like with most SquareUp reps, he's not listening. This guy tells me he is unable to disconnect my account either but to add a new bank account and then I should be able to delete the other one. I had to explain yet again because I have nothing better to do with my time. So finally, they were able to remove my bank from the account but it took 2 hours. This company is an absolute mess. Do yourself a favor and do not use them. It should not be a battle to have my bank unlinked from Square space. The fact that they make it impossible for me to do it as a user is super shady. The fact that i was told to "simply not use the account!" by the rep is really cause for concern. This isn't a social media account. This is financial information.

Date of experience: Apr 08, 2023