Is there any customer service anymore for payroll?

Michaelq5555 · ‎03-14-2023

Hi,

I've called twice and sent two different e-mails. Still have received no response for my payroll problems. We are approaching the two week mark.

Does square offer support anymore?

I'm starting to wonder because the last time I had a payroll issue, about six months ago, I was never able to get response then either.

Does anyone have suggestions about how to get some customer service?

JJ_ · ‎03-16-2023

Hello there @Michaelq5555 and welcome to the Seller Community

Just wanted to let you know that I have escalated your request for support to our Payroll Team. I am sorry to hear about this experience.

JJ
Community Moderator, Square
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Michaelq5555 · ‎03-16-2023

I appreciate your help.

Over the last two weeks, I've now spoken to a bunch of live people, two of whom said they would escalate this. I've also spent a couple of hours using the "chat support". I've sent a few e-mails. No responses

I sure have been transferred around a lot on the phone! For example, yesterday alone I spent one hour on the phone with Square. I had the bad fortune of being "transferred to a payroll support specialist" a few different times. But each time, lo and behold, they were not familiar with Square Payroll and needed to transfer me onwards to "someone who could provide support for payroll. "

Today, probably thanks to your help, I received my first response from someone. Sadly, he didn't read any of the notes or any of my e-mails, so we will be starting again from scratch. I hope he reads my response when I do reply! Please keep your fingers crossed for me!

Again, thank you for your help. The incompetence I've encountered from Square has truly been something to behold.

Square has made ton of money from me. I was one of the early Square users. Until just a year or two year ago, it was possible to reach someone directly. That person always had basic communication skills. They could pay attention, speak clearly and listen. Now it's the call center clown show runaround. I miss the old days.

The worst part is how they all give you the main number to call for further help. When you call that number, you get forced onto a chat that can't help you...and instructs you to call the same number or e-mail. Apparently the e-mails just vanish into outer space.

In closing, it's sad to see a company completely fail over and over and over like this.

Again, thank you for your help and wish me luck!

Michaelq5555 · ‎03-17-2023

The clown show continues.

Yesterday, I received an e-mail from someone at payroll customer service. It was clear he had not read any of the e-mails or notes from my multiple calls. So, I succinctly described the problem again. I made sure to write it in just a few brief sentences, so that it would be incredibly simple to address.

However today the same person replied again. It was clear he did not read my reply at all.

So, now we are over two weeks out. At least I know they are receiving my e-mails and phone calls. Anyone have any advice as to how to get them to read them before just responding with some generic request for another description of the problem?

It truly astounds me how this is continuing.

I could never run my business like this.

_Violet · ‎03-19-2023

Hi @Michaelq5555 - Violet here, stepping in for @JJ_ while he's out of the office.

I wanted to let you know that I have escalated your feedback on your Support experience to a manager. They will be reviewing your cases with our Support Team and following up with the advocate to provide coaching and the next steps so this case will be handled properly from here on until resolved. Apologies again for your experience so far 😞

Unfortunately, we do not have visibility into your Square account over the Seller Community so we will need the Payroll Team to continue supporting you on this issue.

Please do let me know if you happen to run into any further trouble. Thank you.

Violet
Community Moderator, Square
Sign in and click Mark as Best Answer if my reply answers your question.

Michaelq5555 · ‎03-19-2023

Thank you. I really appreciate your efforts to help me!

MSUGOGREEN · ‎06-02-2023

Hi MICHAELQ5555,

Wondering if you ever got the support you needed and your problem fixed. I called support and was told the only way to get support was via email. My problem is pretty simple to fix but Square needs to do it. Michigan requires a Withholding report/return to be filed monthly not just quarterly as they are doing now. I explained exactly what to do (forms numbers, etc.) and attached the letters from MI Treasury. Now I wait and am wondering just how long this is going to take.

Michaelq5555 · ‎06-11-2023

Hi,

I wish you the best of luck. I spent a crazy amount of time on this and every single interaction was ridiculously incompetent. It was a clown show from beginning to end.

I was never able to get anyone who could read a simple straightforward e-mail and respond even remotely appropriately. I took great care to write everything very simply, so that even a first grader could understand...if they took the time to read any of the e-mails.

I run my own small business and time is precious. So I gave up after putting about a month into it. I decided to just have my CPA deal with it at the end of the year. Then, I will just migrate all my business to someone who can provide even the most basic customer service.

I can't even imagine what is going on with Square. I speculate that Square just just decided to adjust their business model and rely on the friction that it takes to pick up and move to a new vendor. At this point, I would prefer to call the IRS, my health insurance company, or even the DMV, then to deal any further with Square.

That says it all.

In any case, I wish you the best of luck!!!