Complaints

This profile includes complaints for Square, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Square, Inc.

  1455 Market St., Ste 600 San Francisco, CA 94103-1332

  
• 

  Square, Inc.

  PO Box 220430 Chantilly, VA 20153

• 

  Square Inc.

  305 King St W Floor 9 Kitchener, ON N2G 1B9

• 

  Square, Inc.

  PO Box 220430 Chantilly, VA 20153

• 

  Square Inc.

  305 King St W Floor 9 Kitchener, ON N2G 1B9

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm having additional issues with square not updated my bank account information my new business bank account information with square they have pros my funds and will not give me my money trying to cheat me take advantage of me and they lie and they're deceitful when you're on the phone with them they cannot be trust after waiting to verify my bank account and was able to link the debit card they're telling me that I've been randomly selected for another review on top of all the information they asked me when I signed up for all the legal information that I sent them for my business being legal and legit they done this once before ask pictures of myself they wanted pictures of invoices they wanted the whole list of things my Banks fraud department was in question about this how can they keep legally doing this and holding people's funds they've already verified my account once before I think it's illegal for them to keep doing this if this complaint isn't sufficient then when I will have to pursue legal action

  

  Business Response

  Date: 05/12/2023

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. Were 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 to help. 
  
  Thanks,
  
  Square
  
  

  Customer Answer

  Date: 05/12/2023

  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

  The issue has now been resolved for now if I need to submit more documents after I've done this twice I will just simply close my account next time I have already provided plenty of information you may now close this complaint as satisfactory as a representative that I spoke with last night was very helpful and he was able to resolve other issues that I had with another account also thank you
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a Weebly account for years, and it's been great. When I started my Weebly page, I could do the page as a 'non-profit' (I'm a university professor who uses this to talk about my research. We are not a business, do not accept money, do not have interactive features of any kind). Now, I cannot use my weebly webpage because of Square mandating that I have a Square account. I cannot set up a square account without a business ID. I'm not a business so I don't have one of those. I am NOT giving them my social security number. I bought two additional domains yesterday because the research team web address originally had my university in the address, and I've changed universities. Now I'm screwed. I've paid for it for the domain and the hosting. I cannot get ANYONE on the phone. They want to do a text chat on my phone, and that's a problem because I have motor skills problems because of a neuromuscular disease I have, and texting is PAINFUL. All I want is access to the account I've paid for.

  

  Business Response

  Date: 05/12/2023

  Hello, 
  
  Thanks for reaching out and making ** aware of this issue. Were 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 to help. 
  
  Thanks,
  
  Square
  
  

• Initial Complaint

  Date:05/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on may 9th 2023 I went in to my square account, which i have not used in a while, I was getting my account back up to date to start using it again, so i did a test payment from my own personal debit card in the amount of 200.00$, the payment went through but when it was time to transfer to my back account i was unable to do so, and received a message that i needed to provide some information, so i did, business tax information was loaded and ID to show proof who i was,they asked for an invoice but i clearly stated that a invoice was not needed, due to the fact that i was doing a test payment and was charging myself , after all that they closed my account and sent an email stating they are holding my money for 90 days, i have tried to call with no help at all.

  

  Business Response

  Date: 05/11/2023

  Hello,
  
  Thanks for reaching out and making ** aware of this issue. Were 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 to help. 
  
  Thanks,
  
  Square

• Initial Complaint

  Date:05/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to file a complaint against Square regarding the freezing of my funds in my account. I have been a customer with ********************** for several years and have always had a positive experience until now.On January 26th, Square froze my funds and I was unable to transfer them out of my account. I contacted the Square customer service department, unfortunately no one answered my request.Therefore, I filed a compliant although Better Business Bureau, assigned with a case number ********. A few days after the complaint was filed, a complaints manager from Square *** contacted me, and I was told that my funds would be released on April 26. But it's been more than two weeks and my funds are still frozen.I have attempted to contact Square multiple times to inquire about the status of my funds and have received no response. I find this to be unacceptable customer service and a violation of my rights as a consumer.I would like to request that Square release my funds immediately and provide me with an explanation as to why there has been a delay in releasing them. If this issue cannot be resolved in a timely manner, I will be forced to necessary action to protect my rights as a consumer.Thank you for your attention to this matter.

  

  Business Response

  Date: 05/11/2023

  Hello,
  
  Thanks for reaching out and making ** aware of this issue. Were 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 to help. 
  
  Thanks,
  
  Square

• Initial Complaint

  Date:05/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm a paralegal who opened an account with ********************** to handle billing with my client. When I opened the account I answered all their questions about my business and was offered a checking service that would make my funds accessible instantly. I made my first transaction using their invoicing system. My client paid $2000 and INSTANTLY my account was suspended because they had more questions about my business. I answered the questions and my funds were accessible. The next day my client paid me a remaining balance of $100. Again my account was suspended pending questions. I answered the questions on-line and received an email informing me, they could not do business with me, it was a final and my funds were being kept for 90 days. I could not get an appropriate representative on the phone and was told is have to wait a few hours for them to call me. So far no call and shouldn't there be a supervisory person always available during business hours?

  

  Business Response

  Date: 05/11/2023

  Hello,
  
  Thanks for reaching out and making ** aware of this issue. Were 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 to help. 
  
  Thanks,
  
  Square

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Square targets small business owners in an attempt to collect money to keep for themselves. They first attempted to withdraw $825 from my account, caused an overdraft fee, I called them to see what the charge was for and it was for a cancelled payment from 2021. That payment was immediately refunded by me to the customer and yet **********************, again today withdrew $825. When I contacted them about the first attempt no rep could see why the payment was attempted because on the receipt it shows that the payment was already made on Nov 27th, 2021 at 12:41 PM and returned to customer on Nov 27th, 2021 at 12:59 PM. These are very shady and unprofessional business practices. If my money is not returned I will be moving forward with media and legal recourse. How do you have no justifiable reason to withdraw money from small businesses, but find every reason to do so. How was a payment that was made and returned two years ago now targeted after I have received several other payments within that two years. They have no explanation and expect the little guys to just accept their unscrupulous business practices. This is the worst payment processing company on the market, I am very dissatisfied with my experience with Square.

  

  Business Response

  Date: 05/11/2023

  Hello,
  
  Thanks for reaching out and making ** aware of this issue. Were 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 to help. 
  
  Thanks,
  
  Square

• Initial Complaint

  Date:05/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened a account with ********************** recieved first payment less that 12 hours payment is pending and they deactivated my account I HAVE SEEN A TON OF EXACT SAME COMPLAINTS I SENT ALL DOCUMENTATION FOLLED ALL GUIDELINES I HAVE BEEN DEACTIVATED FOR NO REASON I BELIEVE SO THEY CAN SOMEHOW COLLECT IBTREST ON MY MONEY I TRULY DID NOTHING WRONG AND NOW I WILL LOSE EVERYTHING BECAUSE I PUT MY TRUST IN THIS SCAM OF A BUSINESS

  

  Business Response

  Date: 05/11/2023

  Hello,
  
  Thanks for reaching out and making ** aware of this issue. Were 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 to help. 
  
  Thanks,
  
  Square

• Initial Complaint

  Date:05/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I was in the process of starting my own business so I applied for a square account because I thought it would be more professional to have a square account for customers to pay me instead of cash app. I did a couple of jobs and got paid through square after my account had been verified, but to my shock, when the ************** were made, my account got suspended and my funds got held! I sent in all requested documents and everything! After it was all said and done they deactivated my account and didn't give me a reason why! Not only they that but my Funds are being held without my consent, and that's money that I WORKED hard for! Without that money I can't pay my bills! Without that ******** and my children are going to be homeless because it's my rent money and my landlord isn't going to wait 90 days! According to my attorney, if a financial institution closes or deactivates an account they are to release funds IMMEDIATELY proceeding the closure of the account unless the account holder requested the account be closed! ********************** has no right to steal my money! How would you like it if someone just took it upon themselves to stop ur paychecks for 90 days for no legitimate reason? Please release my funds to my bank account immediately!

  

  Business Response

  Date: 05/11/2023

  Hello,
  
  Thanks for reaching out and making us aware of this issue. Were 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 to help. 
  
  Thanks,
  
  Square

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20040733
  
  I am rejecting this response because I need a resolution now not when you guys want! U have already held my money long enough!
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/15/2023

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you today via email to help. 
  
  Thanks,
  
  Square
  
  

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20040733
  
  I am rejecting this response because that is not going to work for me! I have been told that this issue is going to be resolved on more than one occasion and that ****** is going to contact me and no one ever does!
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  hello my problem all started coming from Los Angeles County they assumed I was overpaid 195 CalWORKs so they wrongfully withheld and also deducted ****** dollars out from my 2021 tax return from the **** department of treasury bureau of fiscal service they claimed I owe but I did not I made an appeal so all action was supposed to stop but they still decided to harass me and wrongful withhold my tax refund May 1st is when they deducted my money May 7th I had my hearing the judge ruled in my favor and Los Angeles County agreed to give my whole full amount of tax return and that they were not supposed to have taken action once the appeal was made written on a document so they decided to send just my 195 dollars in a check which is supposed to be on my **** card I file electronically but I never received my full amount ******** at this point is obviously someone is tampering with my name now my cash app account is terminated all because I believe someone intentionally had sent a ****-B form to the wrong address and purposely put an wrong last name on the ************************************************************************************************************************************************************************************** and purposly making it ***onvenience for me to take care of my family and I dont even have an account with ********************** *** at all when i called square *** they can't not even find me in the system so we are all wondering why i have **** form and im don't have an account with ********************** *** and does it say parks when we all know my last name I ever used is ***** not parks and now my 2021 taxes that i been waiting for 3 years is still wrongfully being withheld because of somebody in sqaure *** decided to forge an document put parks instead ***** and cause my cash app account to be terminated i will like my problem to be resolved i believe i deserved my entrance that anybody think they are going to keep once my issue is fix and have all documents

  

  Business Response

  Date: 05/19/2023

  Thanks for reaching out and making ** aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  
  
  
  

  Customer Answer

  Date: 05/19/2023

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

• Initial Complaint

  Date:05/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up a Square account to use a payment processing system. After a few invoices were created, I was advised that they were deactivating my account due to suspicious transactions. One of my clients had already made an initial deposit for service in the midst of them disabling my account. ********************** advised via email that the payment would be held for 90 business days and then released to the account on file. I was completely fine with that; I chose to do business elsewhere and wait for the release of my funds in the amount of $125. I would say approximately a week after 3/3/23(the date funds were due to be released) called Square and advised that no funds were deposited into my account from the funds they held back on 12/3/22. They advised they saw the funds weren't released, that they were escalating the issue, and that they would get back to me; well, we're well over 150 days since my funds were to be released. I keep calling and get the run-around, no one knows how to retrieve my funds, nor can I speak with anyone in accounting. Everything has to be escalated, and they are supposed to call you/email you back, and no one ever does. I called today the guy just hung up on me. I am completely over this and tired of arguing with these people over $ that is rightfully mine.

  

  Business Response

  Date: 05/10/2023

  Hello,
  
  Thanks for reaching out and making ** aware of this issue. Were 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 to help. 
  
  Thanks,
  
  Square