Transfer of ownership
Our co-founder passed away a few years ago. We were able to maintain the account through login's without issue. All of our logins are assigned to agents of the organization. When we experienced a fraud issue with our bank, we made attempts to change the bank account and ran into an issue with that since our logins are not assigned to account ownership. We reached out to Square and when we notified them of the issue, they informed us, "You can't use the account of a dead person." We asked for transfer of ownership of the account and instead, our account access was withdrawn. When trying to rectify the issue, we were asked to provide a death certificate. We did that a week ago once we were able to secure a copy of the document. Nothing. I followed back up two days ago and after 40 minutes, I was told to just open a new account or escalate the situation. The issue with this resolution is donations are still being taken into the account we don't have access to, we are actively collecting donations for a capital campaign and opening a new account isn't helpful, especially with a balance available to transfer, likely around or over 1,000.00. This may not seem like much, but as a non profit organization, its helpful, especially since they are recurring. So we are currently waiting for the escalation process and the solution we are given is, "Open a new account."