My business is ABSOLUTELY 'High Risk' I would assume dealing in exports - but I provided a lot of documentation showing and proving my legitimacy. This just really sucks - at least give me someone to speak with.
Yep, I honestly don't do business with any company for a critical service that doesn't publish a phone number (I was burned in the past). I find that sadly a lot of startups want to hide behind the keyboard, when in reality they would grow faster and have better customer experiences if they would just answer a phone. I admit that the phone can be a distraction, but a certain (pretty large) part of the population would rather pick up the phone and get ahold of a human. Not to mention if you are dealing with other peoples money, best to answer a phone than not.
I don't deal with Square, but from a marketing and customer relations standpoint it seems they are dropping the ball on supporting their customers. Not that I can comment on your specific transaction issue, but from a customer support and answer perspective I searched some more last night and Square has a pretty significant number of complaints in forums about their lack of responsiveness and lack of a phone number. I dismiss some of them because every business gets unfounded complaints, but with the number Square is receiving on many similar issues it seems they need to address this issue.
