@katieand is there an actual email address where business owners can send a query and get a specific response? I don't mean another form letter, but a specific response about loans, denials of loans, and when they will be reconsidered?  Specifics and not just "keep processing"?

Hi @AlanMendelson - The contact form for Square Capital is the best way to get in touch with them for account specific questions. Unfortunately, I don't have more visibility into the email responses beyond that.

I was able to find some general information about denials in our Support Center though: https://squareup.com/help/us/en/article/5953-have-you-been-declined-for-a-loan-through-square-capita...

So what is the contact form for Square Capital @katieand?

I'm sending emails to the general support email. 

Today's insulting email response was that I don't do enough business with Square. Give me a break. 

My 2018 sales are already 43% higher than this time last year and whoever sent the form email to me would have to work ten years to match my sales.

@AlanMendelson - If you head over to http://squareup.com/help/contact and select "Square Capital" your message will be routed directly to the Capital team. 

I'm sorry you were insulted by the email response. I'll definitely pass that feedback along to them. Have you mentioned that your sales are 43% higher? Nevertheless, congrats on reaching that milestone! 

Yes, in all THREE emails sent in the last week I mentioned my sales were up 43% year over year.  On Thursday I received a response that specific reviews are not made  

@katieand

You and your Square Capital teams have to get your stories straight. As you know i am seeking a review with specifics about why a third offer was,canceled. I pointed out that my sales are up 43% over last year.  You @katieand told me a review was available from the Capital team.

Today I was,told that there can be no review. The email follows

Hi @AlanMendelson - Apologies that this wasn't the response you expected.

As I mentioned previously, I don't have any visibility into emails sent from the Capital team. We have no access to account specific information here in the community and direct all questions that pertain to account specifics to more private channels like email. 

Sorry I can't be of more help!

Like most, not one person has contacted me. Not one person has sent me information that doesn’t look lime it was copy and pasted. 

I don’t want to be off putting however we all make Square money every time we process. We deserve to talk to live people when there is an issue. Do it offer a program, or have it be more structured then “cross your fingers and see what happens”.

It was particularly infuriating when the $30 per month for Premium customer service was offered when I went to contact support. I don’t think we should have to pay for customer service. Square needs to realize that they are alienating large long term clients. I have been through every bump in the road with Square as they have grown. I loved the company until this year. So disappointed and they truly don’t seem to care about feedback and continue to offer cut and paste responses. 

This is exactly my same thought. This is actually our 8th loan. We have been using Square for almost 5 years. 

It wouldn’t matter but like you- nothing has changed. We are increasing volume, and pay everything on time. It is beyond frustrating because again like it was stated- it isn’t required to be approved but when nothing has changed why deny someone? 

I feel eel like the “just keep processing” generic email is a slap in my face as well. Like keep paying our fees, make us some money and hopefully we will approve you down the road. Like it’s very unprofessional as well that we have to go on message boards or get generic emails to talk about the capital program.

Oh my goodness! Sad seeing all these people leave square. I have always loved them. No problems ever. Fully paid loans no chargebacks in 4 years. Maybe something will change soon before they lose all of the busninesses. Upfront and honest is all sellers really expect I believe  

Go to a traditional bank and try to get a loan. If denied, they won’t inform you with any more detail as to why than Square does. It’s simply how financial procedures work - to protect proprietary methods and to avoid burning bridges. Nothing especially shortcoming about Square itself.

This isn't true at all. Banks will specifically tell you what the problem is and there's no reason to hide it. The banks might even offer you an alternative.  

Banks do that because they want your future business.  

Get a decline from Square and they don't want to lose your current business. 

Who has ever been told by Square how to fix a problem to close a loan? All I've ever seen are generic statements about keep processing and maybe you'll be considered again.

@DaoDeJing

What was reason for denial?

one of the partners/owners is doing a project within the company and purchased materials, since [Personal Information Redacted]..... Keep in mind its a charge that represents less than 1% of total sales? Explained the situation but they (mystery robot) didnt understand.

Oh my so sorry to hear that. I hope you get another one soon! Seems to be common denial reason