[rglover]

I didn't bother finishing this because the author persistently claims the Square reps have a rude tone when quite the opposite is taking place. This email stood out for me:

For the record I have never received such "guilty until proven innocent" treatment from a company before and until now have sung the praises of square and happily paid the fees associated with your service. If this issue is not resolved immediately (today, 04/19/2012) I will no longer use or recommend Square and will close my account as soon as this situation has come to an end. I will also attempt to submit this request to your "support" system if I can figure out how to find a contact email address there. Your prompt response is appreciated, Jason J. Gullickson

Nothing in the initial correspondence from Square prompted an acerbic response. It sounds like the author felt threatened even though nothing really happened. Sort of confused why you'd have a bank account with no money in it when you're actively running transactions. Chargebacks, fees, and other miscellaneous activity are par for the course. Be prepared. It's not Square's fault.

[rralian]

If you would have finished it, you would have found that Square's service was professional throughout. They never treat him as if he is "guilty until proven innocent". The rep just tries to explain to him why repeatedly sending emails will actually make their response take longer, and it's reasonable.

She could have used the passive voice in her explanation, "when someone [blah blah] they will naturally inhibit", which would be harder to read as hostile. But that's a pretty subtle point that I don't think can be expected for someone who is likely judged on responses/hour and messages in queue. Plus, he was being pretty hostile leading up to this, so I think her response shows poise. These reps are humans after all, and they deal with irate and unreasonable people all the time.