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. has 13 locations, listed below.

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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.

  375 W Broadway New York, NY 10012

• 

  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:01/22/2023

  Type:Product 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.

  In January 2015 I first set up my website with Weebly and a custom domain that I have maintained since then.In 2020 I prepaid for 5 years of my custom domain on Weeblys free plan (which allows limited web design and the weebly branding on your site). In November, weebly had me change my account to a Square account.Then, in December, they threatened to take my custom domain down if I didnt also pay for an additional plan, despite that I was promised no changes to my site and was supposed to have my domain for another 3 years. I reached out to them about this and they refused to refund me for the remaining time I prepaid for, and *** since switched to another domain host.

  

  Business Response

  Date: 01/23/2023

  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
  
  

• Initial Complaint

  Date:01/22/2023

  Type:Product 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 is the worst. They hold your money. They dont help you fight disputes. A customer received all her sessions. She disputed her sessions and said she never received her service or goods. Square held $630 without a notification. So I blocked Square from my account and my funds was released. The dispute was worked in the customer favor. Another customer made a transaction and wanted a refund back. Square took the $104.99 and applied it to the dispute amount. I asked for it back they said to link my bank account and they will send it back. I never got the $104.99 back from square they kept it. They offered a settlement for $158. For the dispute of the customer the wanted their $630.00. To settle the dispute Square sent a link as a donation to pay off the settlement. Dont use your credit or debit card. Chargebacks Square dont help you with settling. The customer received her ********************. I basically lost money for a sale than I promise I would refund. The $158 for the settlement. Square was harassing for the money. They said by any means necessary they will take to get the money. They are basically threatening me into a lawsuit. I paid the $158. I wont ever use their processing services. I dont need Square to speak on my behalf to the bank. When I gave the services and goods to the customer. ********************** owes me back the $104.99 to a customer for a refund. They need a better way to handling disputes properly.

  

  Business Response

  Date: 01/23/2023

  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
  
  

• Initial Complaint

  Date:01/20/2023

  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.

  I would like to file a complaint against Square, Inc. in *************. They are holding money that we received in December from a very good customer of ours. The amount is $652. They are saying that they have to hold the money until April for no reason. I am reading reviews and complaints from many other people with the same problem. This makes sense because they would have no reason to treat us this way. They are doing the same to many others. Many are also saying that they completely make it impossible to reach them about the issue either by phone or email which they have done to ** also. I would like them to be reported to the ************************ and cannot understand why they have a good rating by BBB when they have so many complaints like this. Thank you for your attention.

  

  Business Response

  Date: 01/23/2023

  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: 01/24/2023

  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 as long as they release my money within 5 days. Thank you for your help in this matter. If they do not release my money I will not be satisfied. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/20/2023

  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.

  This corpopration has linked my personal information with my employers and has issued a ****k with my personal taxpayer information, instead of my employers. This personal tax information was never provided in conection with the account they are reporting on. They have accessed my personal information from my personal account and transfered it to my employers.

  

  Business Response

  Date: 01/23/2023

  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
  
  

• Initial Complaint

  Date:01/20/2023

  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.

  I was using Square *** to deposit and take in money. They deactivated my account and have refused to pay me the funds I am owed. I am hoping to get them delivered.

  

  Business Response

  Date: 01/23/2023

  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
  
  

• Initial Complaint

  Date:01/20/2023

  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.

  I am a self eMployed tattoo artist and a few months ago, Square randomly decided to deactivate my account without notice or warning. I still have $2,286 in a savings account with them. They were supposed to release the funds 90 days after the closure of my account. It has been over 100 days. I cant get them on the phone because they refuse to talk to anyone they deactivate. I will be taking legal action if I cant get my money back.

  

  Business Response

  Date: 01/23/2023

  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
  
  

• Initial Complaint

  Date:01/19/2023

  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 am trying to obtain my w2 for tax purposes from this company. They say they do not have an account on file for me and keep trying to get me to contact the owners of the business, but it has closed and I am unable to contact them. I have bank records that show I have been paid by square via direct deposit this year. Square says there is no way to access my account without the business owners, this can not be possible considering businesses close everyday. They refuse to help me.

  

  Business Response

  Date: 01/23/2023

  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: 01/26/2023

   
  Complaint: 18856363
  
  I am rejecting this response because:
  
  They havent resolved anything.  They keep telling me to get in touch with the owners and they cant even find a record of me. The owners I have finally gotten in contact with and they say they cant find the business account to help them out!
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/06/2023

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 1/25/2023. 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 squareup.com/help. 
  
  Thanks,
  Square

• Initial Complaint

  Date:01/19/2023

  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 signed up with Square to process business transactions as they advertise on their platform. I signed up and did all of the required steps to be able to process transactions. I sent an invoice to a customer, the customer paid through the link provided by Square. I received a response from Square shortly after the payment was received from my customer stating there was a hold on my funds, and they needed me to login and provided "additional documents to understand a little more about my business. I was immediately annoyed because I answered all of those questions, and they already verified everything when I set up the account. I even set up a bank account with them, and they emailed and told me my Debit card had been shipped out. After completing the additional verification documents requested they sent me an email today stating they had to deactivate my account and would be holding the funds that were received for 90 days! Are you kidding me? I read some other complaints from other people who were unfortunate and tried to use Square and its the same complaint! What a joke of a company and save yourselves and your customers the head ache and DONT USE THEM! Read the reviews they do this to a lot of people you sign up under the impression you can conduct business and bill and receive payments from your customers, just to find out you can't and now Square will be holding your funds for 90 days. I should have signed up with Paypal to do this

  

  Business Response

  Date: 01/23/2023

  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
  
  

• Initial Complaint

  Date:01/19/2023

  Type:Product 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 own a small fencing business in MS- I chose to use square so i could accept credit card payments .My first customer using ********************** went online and used his card for the deposit to start a fencing project with my company.So square took his payment and the following day informed me that they needed more info to process so i said sure i understand so i sent them everything they needed. Then out of nowhere they deactivated my account and placed a hold on the funds- they said hold money for 90days then release that was 115 days ago.My customer is freeking out because they wont deposit the money nor have they returned it to him. I guess they think its ok to just steal peoples money- because if they dont deposit or return it thats all it is Flat out Theft.This is not right- i need some help this is 10k.****** Fence -*********************

  

  Business Response

  Date: 01/19/2023

  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
  
  

• Initial Complaint

  Date:01/18/2023

  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.

  I have been using square for almost 5 years. In August of 2022 my account was hacked electronically. I had and still have my old card . I was hacked for almost $800 from weird and different company names some which were not even spelled correctly all transactions made of $97.12 which 8 of them were taken off my account and the rest were showing $0.00 a total of 15 times . When I woke up that morning I immediately contacted square . They had me close my account and order a new card . Then I had to file the disputes. I was told that someone would get in touch with me . I never did nor did I get returning emails from a representative in that department . Days went by . I received my new card and a few days later more transactions were tried to be made on my account so I called again . Nothing happened. They told me that from the looks of it it might be that someone had hacked into my account electronically. Once again they said someone would be in touch . A month goes by . I hear nothing I call again , same excuse . 2 months go by I call again no ************* months go by going into the new year . They said someone will be in touch . I called the next day and they tell me try to log into your account again mind you I only refreshed it . All of a sudden all of the disputes that were there a few minutes ******* all of a sudden cleared and resolved they said I lost some and won some . Mind you they were all filed and done on the same day same company same amount . And to top it off . They said the disputes were resolved less than a week since I filed them . Supposedly September 1-2nd they put the money back in my account my money was never put back in my account. Something is going on and Im not okay with losing $800 of hard work and labor for a company that is okay with scamming like this . Ive used square for 5 years . This is not okay . Til this day I havent heard back . The last representative said they couldnt even understand how that could happen!

  

  Business Response

  Date: 01/19/2023

  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