ComplaintsforSquare, Inc.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/08/2024 Square deactivated my business account for processing payments and is withholding my funds. I received an email out of the blue stating my account was deactivated from a no-reply email with no details explaining why the account was deactivated. I have tried to contact by phone and can not get in touch with a representative. I have tried to message and email and do not get answers. I was not given any prior notice my account would be deactivated. Once payments were processed the account was closed. I have been a customer for maybe 4 years now and now feel as if I was thrown into the water. Support team through message answers a few questions regarding this and then stops responding but does not give me clear answers. My debit card can not be viewed as well. This is a poor response in my humble opinion as I never received any warning prior.

  

  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:

  Product Issues

  Status:

  Answered

  More info

  On 4 May, 2024 we charged a client for a job valued at $2,000. We immediately refunded the amount because the wrong amount was initially charged. We refunded the initial 2,000 dollars immediately back to the client's card. However, Square continued to collect it's processing fee of $58.30 for that amount, even after the refund was processed. Today, on 8 July, after reconciling our business account, we noticed the fee collected by square still has not been refunded so we called and spoke with Walter. He explained several troubling Square policies: 1. Even though we received no money from that transaction, it is Square policy to collect said fee 2. Since he provided the policy, our complaint is not valid enough to be escalated to a supervisor 3. There is no way to get a transcript of our recorded conversation about this matter. 4. He is unable to provide us with their Corporate Office contact information; he must relay our message to corporate so they can respond to us. This needs to be disseminated to the public since it appears to be an underhanded way of getting funds from small businesses. These types of shady practices are unacceptable in the marketplace or anywhere else for that matter. We are looking for full refund from Square, but most importantly we want to make everyone aware of this shady business practice. Please feel free to contact us should you have additional questions about this complaint.

  

  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: there has been no resolution for us on this matter. There is also no solution for other minority owned business will be entangled with this predatory practice from Square. 
  
  Sincerely,
  
  Nilka A******

  

  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

  07/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: Square is still using this predatory business action to take advantage of small minority owned businesses. They emailed us stating they are not refunding anything to us and that we should remove our complaint from the BBB. We will not remove anything and will continue to educate the masses of minority and non-minority owned businesses of this predatory practice by Square at every opportunity on our daily interactions. Our goal is for everyone to be as educated as possible of the businesses that are striking down on minority owned businesses so they can determine whom they choose to do/do not do business with for themselves. 

  Sincerely,
  
  Nilka A******

• Initial Complaint

  07/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Square has put a hold on transfers and will not give me my funds to pay my employees and taxes

  

  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:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 3rd, 2024, I deposited $96.00 to my Square Checking account through *********** **** PAYMENTS through ACH direct deposit from work our business has done with ****** and on ****** marketplace (******** ** ************************************). On July 4th, 2024, I submitted additional information about my business and was told by Square that "we're unable to support your business needs right now." As of today, the funds are currently being held by Square until October 2nd, 2024, for a period of 90 whole days, and it is very frustrating because my business needs this money to pay our bills immediately. We are a small business and every financial move or change impacts us hugely. All I am asking for is the $96 dollars is to be deposited into my linked bank account today so that my business can continue to pay our bills and keep the lights on.

  

  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:

  Attached, Square simply restated that they deactivated the funds, not even choosing to explain why, and the fact that they are now holding the money for 90 days. I have spoken with multiple attorneys specializing in finance and a banker from a large bank that I know personally and they all agree that this is not “standard practice” or a standard that “other financial institutions hold them up to” and is highly unusual. 

  They also find it highly suspicious that my money, which was deposited into an FDIC-insured bank account, was transferred to a non-FDIC insured account that is not even held by a company without my consent. 

  I will reiterate this fact again: a completely uninvolved third party, ******, ACH direct deposited these funds into a Square Checking account. No transactions on the Square platform to arise “suspicion” or anything else of that matter happened. In fact, these two transactions, with the exception of a check I canceled, were the only ones that Square received for the entirety of the account being opened.

  Therefore, since we still have not received the money to help keep the lights on for a *small business,* this has not satisfied my complaint. Thankfully, we have a steady flow of income, as otherwise, we would not be able to continue operations.

  
  Sincerely,
  
  Vasile A******

  

  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

  07/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: the money was not refunded to my account. There is no terms or contract that I made that specifically says that Square MUST withhold funds. I am looking for a resolution that is in goodwill and not because your terms simply mandate you to.

   

  Sincerely,
  
  Vasile A******

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a boxing gym located in ********** **********. I signed up for the square app to receive payments for my business. The sign up was successful and I was allowed to take payments but after more transactions my account was locked and my funds placed on hold. They charged transaction fee on the payments and told me they were hold my funds for 3 whole months . I'm a struggling small business and I need the funds back into my account to keep my business open

  

  Business response

  07/10/2024

  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. 
  
  Thanks,
  
  Square
  
  

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are a new small business **** *** ***** ******** ******** We perform residential house cleaning. Have not been with Square that long. Started to pick up business since we are mobile Square would be great for taking payments anywhere. Like I said maybe 2months we had square so they verified everything business, my ID, banking...etc I have had 2 transactions with them on my third they completely held the entire transaction july 4th 2024. Like I said I'm new so every dollar counts for running this business. I verified the 6 questions they asked. So next morning the funds were there July 5th 2024. We made $100 purchase and a $6. So I went to make a $1.00 purchase for my domain/website. I entered it in the bill pay so Square would have it paid from my account a service they have. It was declined per email So i tried to manually do it but I notice an email saying funds are frozen. I call them and ask once again they say fraudulent activity. Don't know what was fraudulent and I told them I just verified everything submitted documents just the previous night. I told them I needed those funds because I have 4 jobs I needed supplies. They told me that they escalated and the person I was talking to Said he was personally talking with a person in that department and he promised me 24 hrs I would have access. 24 hrs was the protocol. Ended up not being able to complete two jobs because no supplies. Fast forward today 24 hrs July 6th 2024 later could not access my funds I need to wait til Monday. I explained I don't have til Monday I was promised 24 hrs. Needless to say another job I missed out on. See I'm a small new business all three of these jobs I lost were new customers. Looks very bad on me hoping I don't get bad reviews on the two customers went else where. I even offered 50% and they declined. None of them cared the guy I spoke with just lied to me to get me off the phone. Bad business I will be going else where. **** *** ***** ** ***

  

  Business response

  07/08/2024

  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

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  using my old hijacked phone number ************ hacker hijacked my ******** account changed 8 digit pin and ported number out to new network, hacker using my stolen hijacked phone number connected to fraud payment accounts and 2 step verifications to square and ****** i would like both accounts closed and my data deleted and not be abused or sold

  

  Business response

  07/08/2024

  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

  07/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ive used square as a way for my business to receive payments for my customers. No one can even explain why the account is deactivated and now they are holding my money for 90 days. No one can do anything and no one can help.

  

  Business response

  07/08/2024

  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

  07/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: I still do not have resolution. All I got is an email acknowledging that they saw and is looking at it. I still need my money back.
  
  Sincerely,
  
  Jean F*****

  

  Business response

  07/11/2024

  Hello, 
  

  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

  07/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: the response is still pretty generic and does not address any issue I've raised including my refund. Customers have already paid me for a service that has been rendered and square took their fees out. I'm not going to refund and chase after people when they already paid me and I have enough documentation for services rendered. Reply to email does nothing but be vague and not help out
  
  Sincerely,
  
  Jean F*****

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an account with square. I transferred money to a closed account at **********. I have confirmed with ****** bank that the dollar could not have gone into that account. Repeatedly called Square submitted the ticket and escalated it to a department that doesn’t seem to exist, And doesn’t seem to respond to any request. And now I am missing $9000, And they can’t seem to find anyone to help me out.

  

  Business response

  07/08/2024

  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

  07/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened a square account several days ago, I verified my identity etc..I started invoicing my customers, and they pay ofc. 7 transaction later (did not exceed 195$), they blocked my account, and now they are holding funds for 90 days, which is very bad for my business. They don't have any right to keep my money. No response from emails, and they blocked me from chat so I can't contact them.My business name is Dice Faery

  

  Business response

  07/08/2024

  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. 
  
  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. ↩