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Loan offered....Then declined because of "another account"

I have tried and tried to get in touch with square and this is my last ditch effort. I keep getting the same canned response from what may just be AI. 

 

Anyway, backstory, I was given a loan offer and accepted it. Then got a denial e-mail   that said
"

We have identified a change in processing volumes of accounts relevant to your Square account that has an outstanding loan balance. Square regularly reviews accounts using advanced technology and human review to evaluate loan eligibility based on a variety of business factors including, but not limited to, your current payment processing volume, processing volume of other relevant accounts, your customer mix, and your Square account history. We are unable to take any action to unlink or dissociate the accounts."

 

I reached back out to get clarity because of the "outstanding loan balance". I don't have any outstanding loans. And my processing is up from last year, so none of it makes sense. 

 

Then I got back another canned response, "

"We carefully reviewed your loan request decision, and as mentioned in the notice sent on 10/12/2023, we’re unable to offer you a loan at this time because we have identified a change in processing volumes of accounts relevant to your Square account that has an outstanding loan balance. Square regularly reviews accounts using advanced technology and human review to evaluate loan eligibility based on many business factors including, but not limited to, your current payment processing volume, processing volume of other relevant accounts, your customer mix, and your Square account history.

This decision is based on the processing activity of the Square account associated with the email address ********@gmail.com, which is connected to your Square account. We are unable to provide any additional information about the relevant account. We are unable to take any action to unlink or dissociate the accounts."

However, I don't have any g-mail accounts. So apparently there's another account tied to my account that isn't related to me at all and that's what is affecting my loan eligibility. However no one will talk to me about it. My business lawyer says this isn't legal and is working on things on their side, but I am getting super impatient. 

Has anyone else had this issue? Square has been useless at helping. I was told that managers don't have access to phones and are only available through e-mail. And anytime I e-mail, I either get no response or a canned response. This is infuriating and honestly, I don't want to use square anymore because of this. 

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Hi @kellyinmt2023.  Sorry you are having issues with this.  I have two things.

 

First, you didn’t mention if you tried using the Square Loans direct number.  That is located here.  I can not guarantee that you will be able to resolve it this way, but you might get more clarity about what is going on.

 

Second, of course you are free to take the legal route, as expensive as that will be.  However, unless there is a direct discrimination case that falls into one of the protected classes of nondiscrimination, I doubt it will go anywhere.  Outside of not discriminating because of sex, religion, etc, etc, etc, all lenders are free to approve and deny who they please as long as they are using a consistent method of application analysis.  In Square’s case, they are using both automated and human-based reviews.  They just have to prove that they are using the same analysis/approval tools for all applicants, and that those don’t have any prohibited eligibility factors as defined by law.  I only mention this to caution you about the time and expense that will be involved in this, with a slim chance of prevailing in a court of law after what will no doubt be years in our current civil court system.  You’d be better off shopping for the funds through another lender.

 

Of course, I’m not trying to dissuade you, and I do wish you well no matter how you decide to proceed.  Who knows.  Maybe calling that direct loan number will yield fruit.  I’ll keep a good thought!

Chip

If my answer resolves your issue, please take a minute to mark it as Best Answer. That helps people who find this thread in the future.

Piper’s Ice Cream Bar, Covington KY USA
Website
Facebook
Click here to see a list of third-party apps I use to add functionality to my Square account!

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Square Champion

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Hi @kellyinmt2023.  Sorry you are having issues with this.  I have two things.

 

First, you didn’t mention if you tried using the Square Loans direct number.  That is located here.  I can not guarantee that you will be able to resolve it this way, but you might get more clarity about what is going on.

 

Second, of course you are free to take the legal route, as expensive as that will be.  However, unless there is a direct discrimination case that falls into one of the protected classes of nondiscrimination, I doubt it will go anywhere.  Outside of not discriminating because of sex, religion, etc, etc, etc, all lenders are free to approve and deny who they please as long as they are using a consistent method of application analysis.  In Square’s case, they are using both automated and human-based reviews.  They just have to prove that they are using the same analysis/approval tools for all applicants, and that those don’t have any prohibited eligibility factors as defined by law.  I only mention this to caution you about the time and expense that will be involved in this, with a slim chance of prevailing in a court of law after what will no doubt be years in our current civil court system.  You’d be better off shopping for the funds through another lender.

 

Of course, I’m not trying to dissuade you, and I do wish you well no matter how you decide to proceed.  Who knows.  Maybe calling that direct loan number will yield fruit.  I’ll keep a good thought!

Chip

If my answer resolves your issue, please take a minute to mark it as Best Answer. That helps people who find this thread in the future.

Piper’s Ice Cream Bar, Covington KY USA
Website
Facebook
Click here to see a list of third-party apps I use to add functionality to my Square account!

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Thank you for replying. I have called the direct number. Each time they say it needed to be escalated to a manager, but that they don't have phone support for managers and one would get back to me through e-mail. Then I get a canned response and no further info. They keep saying they can't talk to me about the account tied to my account. Which is the biggest issue here. It has me very concerned that my account details and info are being used fraudulently. And the fact that they won't talk to me about it. It's very concerning. 

The lawyer comes into play because of the security threat and not the loan. I am sure I can get a loan elsewhere, but it doesn't help with the security concern and figuring out why another account with a balance is tied to me. 

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Square Champion

I appreciate the clarification. Sorry for suggesting a step you had already done. 

Trust me, I completely understand the security issue. Unfortunately I have no suggestions on that. My first impulse would be to close my Square account completely to stop anything that might be occurring. But that is a very drastic step since you’d never be able to use your EIN/SSN for any other Square account. I get the fact you probably wouldn’t want to open another Square account, but I thought that was worth pointing out.

 

 Hopefully your attorney can learn something and find some resolution for you. Regardless, again, I wish you the best as you figure out where you go from here. I’m sorry I can’t be more help.

Chip

If my answer resolves your issue, please take a minute to mark it as Best Answer. That helps people who find this thread in the future.

Piper’s Ice Cream Bar, Covington KY USA
Website
Facebook
Click here to see a list of third-party apps I use to add functionality to my Square account!

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That's what I am thinking the only option is. I've been trying for almost 2 weeks to talk to someone with no luck 😞 I appreciate you taking the time to help! 

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Hi there... I would recommend looking into your credit report. Check everything with a fine tooth comb. Be sure to pay attention to the address section. You can also do a ChexSystems report, to nake sure no one else has opened accounts in your name!

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I have experienced everything you have mentioned except this is my second time. I am beyond furious, as I can't get no help from anyone in the Loan center to explain how my account is associated with another account with an outstanding loan balance. I own/operate one business and have paid off all my loans. 

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Square Community Moderator

Hi, @petertx 

 

Sorry to hear about the trouble you’re having, we appreciate you letting us know.

 

I will be following up with you via email.

 

Please contact us directly, our Square Loans line is open between 8am-5pm PT Monday-Friday if you want to give us a call.

 

Have a great rest of your day!

Kacey
Square Loans Team
Sign in and click Mark as Best Answer if my reply answers your question.

Square, the Square logo, Square Financial Services, Square Capital, and others are trademarks of Square, Inc. and/or its subsidiaries. Square Financial Services, Inc. is a wholly owned subsidiary of Square, Inc. All loans are issued by Square Financial Services, Inc. a Utah-Chartered Industrial Bank. Member FDIC. Actual fee depends upon payment card processing history, loan amount and other eligibility factors. A minimum payment of 1/18th of the initial loan balance is required every 60 days and full loan repayment is required within 18 months. Loan eligibility is not guaranteed. All loans are subject to credit approval.
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Any reason why you are helping him, but no offer to help me? 

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Square Community Moderator

Hi @kellyinmt2023 

 

I'm sorry to hear about your situation.

I have escalated your case over to a manager and they will be following up with you via email. 

 

Please contact us directly, our Square Loans line is open between 8am-5pm PT Monday-Friday if you want to give us a call.

Kacey
Square Loans Team
Sign in and click Mark as Best Answer if my reply answers your question.

Square, the Square logo, Square Financial Services, Square Capital, and others are trademarks of Square, Inc. and/or its subsidiaries. Square Financial Services, Inc. is a wholly owned subsidiary of Square, Inc. All loans are issued by Square Financial Services, Inc. a Utah-Chartered Industrial Bank. Member FDIC. Actual fee depends upon payment card processing history, loan amount and other eligibility factors. A minimum payment of 1/18th of the initial loan balance is required every 60 days and full loan repayment is required within 18 months. Loan eligibility is not guaranteed. All loans are subject to credit approval.
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Hi! I am going through this right now, and I am wondering if you have any updates. Thanks! 

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Not a bit of help. I got a couple of the same canned responses. I am fairly confident the company is run by AI. And I’m not joking. I highly doubt you’ll get anywhere or any answers. 

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Square Community Moderator

Hi @Kdstone 👋,


When you need help with your Square Loans, the quickest route is to connect with our Support Team first. They can seamlessly link you up with a dedicated member from the Square Loans team.

 

Keep in mind that while the Seller Community platform is a great space to receive general support, we don't have the same access to your account details as our internal teams do. You'll find the contact information in this thread, and if you encounter any hiccups reaching out to our team, just drop us a note here. 

Laurie
Community Moderator, Australia, Square
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Hi Laurie! 

I came to the Square seller community because I have now been "escalated" by the Square support team and financial services support team since 11/27. It's 1/24- three days away from a full two months- and I have yet to be able to speak with a human who can help me- much less these mysterious underwriters that do not have a phone line or email. 

 

Like someone commented here, I'm 100% convinced the Square loans department and underwriting is run completely by computers or AI. I have threatened to close my account, and I can't get a human to call me back.

 

Everyone BEWARE of square loans. They were fantastic- although kinda predatory with their substantial one time fee- until they weren't. We will be switching to Lightspeed upon completion of this loan (we're at 94% now).

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Square Champion

@Kdstone  Glad you found a company you will be happy with once you are finished with Square! 

Lovewell Tea & Coffee//
Ventura, Ca


https://www.lovewellteaandcoffee.com/
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Update: Got another pre-approval....Then got the same denial...Tried to call in and was told it could be escalated to management but through e-mail. Loan Managers do not offer phone support. So now I'll wait and then get the same canned response. Again, this company is definitely run by AI. There are no ways to get this fixed. 

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