ComplaintsforSquare, Inc.

• Initial Complaint

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I’m an author and sometimes sell my book at festivals. In April and May 2024, we used Square to process credit cards. It worked, except they didn’t transfer the money to my bank. On Friday, July 12, I got an email saying my account was being closed because of a problem with verification. There was no warning, no request for information or documentation, and no explanation of what was unverified. I checked my Square account and it specifically says my bank is verified/active. It did have a request to verify my email, even though of course I had to do that already when I opened the account. But I did it again. We called customer service. She said she couldn’t tell me why it was closed, that it was a final decision, there was no way to escalate it, and that I wasn’t allowed to speak with a manager. She said that the email explained when I would get my money. It did not. It said that if I have a Square Checking account (I don’t), it will also close within 90 days. The worker said I’d get my money at the end of the 90 days, but gave no reason or anything in writing to suggest that was true. We tried calling again. This person explained the money’s frozen because they have to wait 90 days in case any customers request a refund. She said I can call back when it’s almost 90 days (but not after) and then they can put in a request for the money and Square will decide whether or not to release it to me. That still doesn’t make sense. The sales were all in person. No one could ask for a refund. And Square has already been holding my money for several months. 90 days means money I earned in April won’t even be possibly released until October! It is completely unacceptable for them to hold my money for 6 months. A follow-up email sent right after the first call said in writing that the decision is final. It still gave no reason, other than a mention of terms 12 and 13 of their user agreement, which say basically nothing, as far as I can tell. Certainly nothing relevant.

  

  Business response

  07/22/2024

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. We’re sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email. 
  
  Thanks,
  
  Square
  
  

  Customer response

  07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Although I still don’t understand why they didn’t just do that in the first place.

  
  Sincerely,
  
  Katrina T*****

• Initial Complaint

  07/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered something from **** and was double charged by them, dated April 13th 2024. I had contact with one of there team leads (see attached) that suggested I do a charge back through square, I gave all of the info to square and they closed the charge back without contacting the ****** **** and without contacting ****, the **** rep says that **** got the payment through ****** and not through square even though both where debited. Square took the money from my account and did not give it to ****/ never contacted them about the charge back, and did not send the information I gave them to ****** ****,

  

  Business response

  07/16/2024

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. We’re sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email. 
  
  Thanks,
  
  Square
  
  

  Customer response

  07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Patricia K******

• Initial Complaint

  07/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I pay Square to handle my payroll. In early June, I got a letter from the *** that I owed $135.12 (plus a 0.5% penalty ... for not paying my 1st Quarter withholding in full. Of course I sent a check right away. After researching, it turns out, $135.12 was the tax withheld on my Jan 5 pay cycle. I sent this info to Square, along with the debit they took from my account on Jan 5 in the amount of $135.12 ... and requested they reimburse me, due to their oversight. We are going on week #5 now of me making inquiry after inquiry (both via phone and email) and each time I am told they need to research this and will get back to me ... but they never do. I am at a loss now over how to get someone to respond to me. So here we are. If this doesn't work then I might have to go to small claims court. It is really sad that a company this big, with as much as we pay them for their services each month, can't own up to a mistake and resolve this.

  

  Business response

  07/16/2024

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. We’re sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email. 
  
  Thanks,
  
  Square
  
  

  Customer response

  07/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  However, if their response in 5 days isn't what I expect it to be, I will relaunch this complaint, or a new one.
  
  Sincerely,
  
  Chris S*****

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July 8 I added $1020 to my **** *** account from my Square account. Once the funds arrived on my Square account. I attempted to send the funds to my ***** ****, not knowing my Square card was still Connected. So instead of the funds going to my ***** ****, they went back to my Square card in the amount of $1002.15 cents. It showed the money was sent back via transactions, but the funds did not reflect on my balance. I wanted to give it a benefit of doubt, so I waited the next day to see if my funds would be in my account just to wake up and see that Square system had duplicated a payment to Oscar in the total of $145 and then it sent out $1020 to my **** ***. Those additional funds never made it to my **** ***. I reached out to Square. They told me that the charge is not a duplicate which is false. I have proof I made a payment of 145 to Oscar July 8 system made an invisible payment to Oscar in the total of 145 on July 9, I reached out to Oscar to see if he got an additional 145 in his transaction record show different. I am trying so hard not to take legal action. I have been working with Square for over six years and this has never happened. I have all the proof in the world , I just want my money back at this point. I feel like I have been betrayed.

  

  Business response

  07/16/2024

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. We’re sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email. 
  
  Thanks,
  
  Square
  
  

  Customer response

  07/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: they did not come up with a resolution. They are still denying the fact that there are no funds missing, even though in the photos, it clearly shows each transaction that you see in the photos has a deduction to the balance which they are claiming it was only deducted one time, you can clearly see in the photos that each transaction has a deduction. Also, they have not sent this job to the correct department. They are allowing an overseas call center to handle situations like this. This is unacceptable. Corporate needs to intervene fast before this happens to other accounts if it had already. I am still begging for Square to give me back my funds they only recovered $20 of it and I am still missing $1165.00. I have removed all of my funds and Will be switching my business to a different Merchant platform. 
  Also, the company representative wrote me a breakdown as you see in the photos in the dates are deflected. Something is not right like I said before corporate needs to investigate this matter. 
  Sincerely,
  
  Aurther S********

  

  Business response

  07/22/2024

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 7/18/2024. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to the last email sent to you from Square. You can also reach out to support at *****************. 
  
  Thanks,
  Square

  Customer response

  07/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: they are still going around the issue. I am still missing $1165.00 We also have new findings which shows in the photo attached transactions that are missing from my account. I screenshot this the day of the incident. This picture shows before I sent $1020. My balance was 3053 Dollars Square has already confirmed that **** *** had refunded me back $1002.15 which is correct. If you guys have already confirmed that **** *** refunded me the money back that tells you my balance should have went back to $3000 plus But instead, it remained $2098 has shown in the photos. These photos are clear as day. It doesn’t take a rocket science to see that the funds are missing regardless of what your system is showing. This is what my end looks like. I never got my money back. It never reflected in my balance.
  
  Sincerely,
  
  Aurther S********

• Initial Complaint

  07/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I just signed up for Square to sell handmade artwork as I am an artist and typically sell just locally. I wanted to try square since everyone has different ways of paying these days and this was an option for all like those who use cash cards for example that aren't accepted through ****** or ***** etc. Well, I was all set up and verified and then processed one payment... about 10 minutes later my balance was unavailable and locked. I reached out to customer service who is nearly impossible to contact via phone as they essentially force email communications which can take forever and you have to go back and forth. They requested more information about my "business" which I filled out their questionnaire and then boom my account was deactivated and the decision is "final". I then was informed by email my funds would be on hold for 90 days. They took their fee though of course... I want my money now. I'm glad to have found out this is apparently very common after reading all of the other bad reviews with similar experiences. This company ultimately is theft and stealing from small businesses and individuals who's actual livelihood depends on their transactions and access to these funds.

  

  Business response

  07/16/2024

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. We’re sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email. 
  
  Thanks,
  
  Square
  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My name is Julie S******, I am the co-owner of ***** *** **** ******, Plainville Kansas. My husband, Bill, takes care of the finances. January 27, 2024, I received an email from Square notifying me $1810.10 had been credited to my business account. The same day, the same amount, was debited. I have been in practice 5-1/2 years and have had Square to assist with the card payments. Never in 5-1/2 years, has square credited or Devin did my business account. My relationship with Square is for payment purposes only. I have a by phone, and email why the amount was first credited to my account in the First place. I have not received an answer. March 6, 2024, Square again debited my business account $1810.10. Basically, Square credited our count once, and debited are count twice. I have spent countless hours making countless phone calls to Square. The main number gets you to a live person, however, through numerous conversations with numerous people, No One has had an answer. I began to email Square. In the beginning, the responses were from different people. The last several emails are from "Karen". Karen asked us to send her a copy of our bank statements indicating the transaction. The bank statements were sent via email directly from Kristie H******, Head Teller at the ***** ***** ****, After several emails between myself and Karen, I finally received an email stating the bank statements had not been received.. The bank statements were again sent via email from the bank, again apparently not received. I have asked many, many, many times to speak to someone who could take care of this issue, i.e. Karen. Apparently that does not happen at Square. Most recently, I asked Karen via email, to provide me with a fax number. I then faxed the bank statements to the number Karen provided, ************ on June 17, 2024 Fax confirmation indicated. Six pages were successfully sent to the email number Karen provided. The fax cover sheet states the bank statements had been faxed and fax machine confirmed receipt. Again there was a delay in response. I once again sent an email to Karen stating the bank statements had been faxed, to the fax number she provided, confirmed by the fax log. Karen again stated the bank statements had not been received. The issue with this case is, what first way, I have yet to receive an explanation why my business account had been credited and debated in the first place. In the 5-1/2 years I have been in practice, I have never had any monies definite or credited from my business account from Square. I am also an explanation As stated, I have spent countless hours as stated, I have spent countless hours since January 27, 2024, trying to get this issue resolved. Both myself and my husband, Bill, have made several calls to the phone number provided via Internet, never speak to a person who can actually take care of of the problem. I have sent numerous emails to Square, most recently to Karen. I have done exactly as she has asked, first to email the bank statements which was done directly from the bank as stated above, twice. I faxed the bank statements to the fax number provided by Karen, confirmation via fax record shows fax was successful. Yet, I received an email from Karen stating, (paraphrasing). The last time we talked, she, Karen, told me to email the bank statements. To be clear, Karen and I have had No conversations whatsoever. In addition, the bank statements have been sent 3 times, and got a return email from Karen stating the bank statements had not been received. To date, Square owes ***** *** **** ****** for $1810.10 for the amount that was credited And debited from my account January 27, 2024, Then again my account was debited $1810.10 March 6, 2024. I am sure $1810.10 is not a big deal to Square. However, this has been a bit of a hardship for my small Medical Practice in rural Kansas. If this situation happened to ***** *** **** ******, I can only imagine how many other businesses have had a similar experience, I am quite sure this is not the first occurrence. This is not how business should be run. I have done everything Square has asked me to do. I have never received an explanation why this was done in the first place, have asked numerous times to speak with somebody in the department that can get this taken care of, none of that has happened. I have documentation not only from bank statements, but confirmation they were successfully transmitted. I am asking for this to be reviewed, and a resolution ASAP. My information is: Julie S******, personal cell ************ ***** *** **** ******, ************ email: ********************

  

  Business response

  07/10/2024

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. We’re sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email. 
  
  Thanks,
  
  Square
  
  

  Customer response

  07/10/2024

  My name is Julie S******, I am the co-owner of ***** *** **** ******, Plainville Kansas.  My husband, Bill, takes care of the finances.

  January 27, 2024, I received an email from Square notifying me $1810.10 had been credited to my business account.  The same day, the same amount, was debited.  

  I have been in practice 5-1/2 years and have had Square to assist with the card payments.  Never in 5-1/2 years, has square credited or Devin did my business account.  My relationship with Square is for payment purposes only.  I have a by phone, and email why the amount was first credited to my account in the First place.  I have not received an answer.

   

  March 6, 2024, Square again debited my business account $1810.10.

   

   Basically, Square credited our count once, and debited are count twice.

   

  I have spent countless hours making countless phone calls to Square.  The main number gets you to a live person, however, through numerous conversations with numerous people, No One has had an answer.

   

  I began to email Square.  In the beginning, the responses were from different people.  The last several emails are from "Karen".  Karen asked us to send her a copy of our bank statements indicating the transaction.  The bank statements were sent via email directly from Kristie H******, Head Teller at the ***** ***** ****,

   

  After several emails between myself and Karen, I finally received an email stating the bank statements had not been received..  The bank statements were again sent via email from the bank, again apparently not received.

   

  I have asked many, many, many times to speak to someone who could take care of this issue, i.e. Karen.  Apparently that does not happen at Square.

   

  Most recently, I asked Karen via email, to provide me with a fax number.  I then faxed the bank statements to the number Karen provided, ************ on June 17, 2024

   

  Fax confirmation indicated. Six pages were successfully sent to the email number Karen provided.  The fax cover sheet states the bank statements had been faxed and fax machine confirmed receipt.  Again there was a delay in response.

   

  I once again sent an email to Karen stating the bank statements had been faxed, to the fax number she provided, confirmed by the fax log.  Karen again stated the bank statements had not been received.

   

  The issue with this case is, what first way, I have yet to receive an explanation why my business account had been credited and debated in the first place.  In the 5-1/2 years I have been in practice, I have never had any monies definite or credited from my business account from Square.  I am also an explanation

   

  As stated, I have spent countless hours as stated, I have spent countless hours since January 27, 2024, trying to get this issue resolved.  Both myself and my husband, Bill, have made several calls to the phone number provided via Internet, never speak to a person who can actually take care of of the problem.

   

  I have sent numerous emails to Square, most recently to Karen.  I have done exactly as she has asked, first to email the bank statements which was done directly from the bank as stated above, twice.  I faxed the bank statements to the fax number provided by Karen, confirmation via fax record shows fax was successful.  Yet, I received an email from Karen stating, (paraphrasing).  The last time we talked, she, Karen, told me to email the bank statements.  To be clear, Karen and I have had No conversations whatsoever.  In addition, the bank statements have been sent 3 times, and got a return email from Karen stating the bank statements had not been received.

   

  To date, Square owes ***** *** **** ****** for $1810.10 for the amount that was credited And debited from my account January 27, 2024, Then again my account was debited $1810.10 March 6, 2024.

   

  I am sure $1810.10 is not a big deal to Square.  However, this has been a bit of a hardship for my small Medical Practice in rural Kansas.  If this situation happened to ***** *** **** ******, I can only imagine how many other businesses have had a similar experience, I am quite sure this is not the first occurrence.

   

  This is not how business should be run.  I have done everything Square has asked me to do.  I have never received an explanation why this was done in the first place, have asked numerous times to speak with somebody in the department that can get this taken care of, none of that has happened.

   

  I have documentation not only from bank statements, but confirmation they were successfully transmitted.

   

  I am asking for this to be reviewed, and a resolution ASAP.

   

  My information is: Julie S******, personal cell ************

                               ***** *** **** ******, ************

                               email:  ********************

   

  

  Business response

  07/11/2024

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 7/10/2024. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to the last email sent to you from Square. You can also reach out to support at *****************. 
  
  Thanks,
  Square

  Customer response

  07/17/2024

  Bank statement showing transactions.  Kristie H******. head bank teller, contact info is attached

   

  Julie S******, ***** *** **** ******

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the six years that we have used square we have not had a single issue resolved by square support. The current issue has existed for at least four of those six years with an unwillingness to resolve the issue on the part of square. Most of our customers have their invoices set up for automatic monthly payments. When a card expires and they're automatic payment fails, they receive an email invoice where they can pay and check a box to save their new card on file. When they check the box and make the payment they see a screen that says their payment has been received and their card has been saved on file. But for approximately one in 20 customers, no card is saved on file, Even though they received the message that it was saved. Square used to provide a workaround, so we could actually help our customers. If the checkbox in the invoice wasn't working, We could go to a "change payment method" link in the customer's receipt and they would be able to save their card on file. Square recently removed this link, taking away our only workaround. I have made multiple requests for them to add that link back to the receipt, but was told they cannot do that. This problem has cost us a lot of money, along with hundreds of my own personal hours. I have made numerous calls to square support for this exact same issue, with no resolution. On one occasion in 2024, I was essentially just told to go away (leave square) and find a different payment processor. This would require thousands of hours, and inconvenience hundreds of customers. People in upper Management at square need to know that this is happening, but I'm sure the information is not reaching them. I am hoping that BBB will be able to help.

  

  Business response

  07/10/2024

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. We’re sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email. 
  
  Thanks,
  
  Square
  
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Square closed my account for no reason all I did was collect a measely $10 payment I did nothing wrong violated no policies

  

  Business response

  07/10/2024

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. We’re sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email. 
  
  Thanks,
  
  Square
  
  

  Customer response

  07/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: no response yet 
  
  Sincerely,
  
  Chloe G******

  

  Business response

  07/15/2024

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 7/10/2024. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to the last email sent to you from Square. You can also reach out to support at *****************. 
  
  Thanks,
  Square

  Customer response

  07/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: I violated absolutely no policies and they falsely flagged a payment that was not fraudulent as such
  
  Sincerely,
  
  Chloe G******

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a transaction take place July 4th 2024 for a business transaction and my money has been on hold with Square for 5 days now. They asked me to verify myself a few times and I did by sending my driver license. I’ve given them my social and now they are asking me for information I don’t have. I’ve sent them everything I could to show it’s me and they still won’t release my funds to me. I have bills and I am late on them now and I’m in the process of being evicted now.

  

  Business response

  07/10/2024

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. We’re sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email. 
  
  Thanks,
  
  Square
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On March 4, 2024 my client used my Square machine to make a payment to me, for renting my basement apartment. There were two separate transactions of $1,400 for two months rent. On checking my ****** **** account, where the money should have been deposited by Square, I had not received the payment. When I contacted Square, the staff member I spoke with suggested that since this transaction was for a different purpose than that for which I usually use it, which is for my catering and hair business, I should open a second account in which to deposit the rental funds. The logic was that for a third business I should have a separate account. To avoid confusion I opened an account with ***** **** to which the funds should have been deposited. Three business days later the $2,800 had not been deposited in the account that I had opened. Then I contacted Square and they said that the funds had been deposited. But, upon investigating, the account number that they indicated that the funds had been deposited into was not the same as mine. Square asked for numerous documents from ***** ****, spent hours on the phone with a manager from the Bank, and still this could not be resolved. ***** **** verified that the funds are not in my account, account numbers have been verified and updated, and still the funds are not in my account. Square has refused to allow ***** **** managers speak to Square managers, even after several hours on the phone. There has still been no resolution; the bank has asked Square to recall the payment and make a new transaction. Square has refused. I desire that Square complete the transaction as requested, so that I can receive the payment due me.

  

  Business response

  07/10/2024

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. We’re sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email. 
  
  Thanks,
  
  Square
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩