Account Representative is MIA

[plastercarousel]

I have been trying for over 2 months to get my account reviewed for lower transaction fees. 

It’s a simple request and I have done this many times in the past. 

This time I experienced nothing short of a customer service nightmare. I have emailed, texted and called my account rep. Nothing. I scheduled a meeting and he didn’t show. The guy has literally disappeared. 

I’ve called support, emailed support, chatted w support - they open a ticket and then close it when there is no activity after 2 weeks.
you read that right - my ticket gets closed because someone from square didn’t get back to me in a timely manner with a review of my account.  

sooooo frustrated.

Was super happy w square up until this issue. And now I see all sorts of significant system issues happening like delays in processing, etc. there have been 3 of these types of major outages in the last 2 weeks.

something is not right. Support and sales used to be super responsive and now it is impossible to get a simple review of my account. 

infrastructure used to be rock solid and now 3 outages in 2 weeks. 

I am seriously considering going to a competitor as I feel square is heading in the wrong direction. 

anyone else having similar issues with account reps?????

[alexandriak]

I tried calling my rep and it turns out he's out on leave right now. Maybe we have the same rep or the same is happening to you with a totally different rep. 

@isabelle  could you help here? Not sure if you're the right person. 

[plastercarousel]

@alexandriak

Thanks for taking the time to respond.

funny you should mention you rep  being on leave. My rep is on leave right now as well. However, I was assigned a new rep and that person emailed me to introduce himself but since then has been totally MIA. Doesn't attend scheduled meetings, return phone calls, emails or text.

I have attempted to escalate my issue so many times via different support channels but no luck. I am truly caught in a never ending revolving door of square customer support. 

In a last ditch effort, I decided to post publicly in the hopes that someone who can actually help sees this.

So disappointed and frustrated with Square right now. 

But grateful that you took the time to respond. thank you!

[alexandriak]

If you don't hear back from anyone send me a message here and I'll be happy to share my temp rep's email in hopes that they can help!

[isabelle]

Hey @alexandriak - thanks for the tag.

@plastercarousel sorry for this experience. I just flagged your post over to the Account Management team. THey should be in touch soon via email and/or phone. Thanks for your patience!!! 

[plastercarousel]

@isabelle Thanks for taking the time to try to help. Unfortunately, the issue is that the department(s) responsible for reviewing accounts and then having account reps reach out to customers keep(s) dropping the ball. over and over and over.

I truly appreciate you trying to help but I have very little confidence that someone is going to contact me. and if they do, they are going to ask me to fill out the same questions I have answered a gazillion times already over the past 2 months (what is your revenue. etc.) and tell me someone will get back to me in 3 business days. and then no one does.

it's like groundhogs day. 

I am not sure if I am Bill Murray or Punxsutawney Phil! 

Me trying to get my account reviewed by a Square account manager

[alexandriak]

Scott have you had any luck?

[plastercarousel]

Thanks for following up. Unfortunately, no one has reached out to me from Square. 

I would greatly appreciate you sharing the contact info of your temp rep if you don’t mind. You can send it to

me directly if you prefer.

Thanks again for checking in. 

Square should rename itself Circle because they make you go round and round and round until you get so dizzy, you give up!