What Bad Customer Support Looks Like, Courtesy of SquareCash

“Square Cash supports standard, U.S.-issued Visa, MasterCard, or Discover debit cards.” That’s quoted directly from Supported Debit Cards with Square Cash. And yet my debit card which fits the description does not work.

On top of that, every time I log in their website demands a “sign-in code” which must be sent to my e-mail, and sometimes the emails never show up.

I contacted their support department. I expected a response like “That’s terrible! We will get right on it to make these things function properly!” But instead this is the response I received:

Hi,

Thanks again for the phone call. My name is James and I’m writing you from the Cash team at Square.

It appears the debit card that you tried to link is not supported with Square Cash. To send and request money with Square Cash, please link a different Visa or MasterCard debit card.

If your card becomes supported at a later date, I’ll reach out to let you know. In the meantime, you’re welcome to link a different card for sending and receiving Cash.

I apologize for the inconvenience. Please let me know if I can help you with anything else. I’m happy to help.

James
Square Support – Cash​
squareup.com/help

This answer is of course, unsatisfactory. Why would I have half a dozen bank cards laying around? I have one bank card, and it is supposed to be supported. I responded to ‘James’, telling him that his answer was no good. And then I responded again 2 days later, and again 2 days later. I responded 5 times over the course of 10 days, and James ignored all of my e-mails. Is James real? Is James a script? Is James an asshole?

If you do a google search for SquareCash, there’s a lot of praise, but I think that’s not an accurate picture. It seems clear to me that SquareCash is aimed at taking on PayPal directly, and it also seems clear they aren’t ready. Business customers big and small need stable card processors, and SquareCash has shown their software and their support team to be Pre-Release.

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