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Business Profile

Credit Card Merchant Services

Square, Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Important information

  • Customer Complaint:
    BBB’s business profile for Square was created in August 2010. A review of complaints was completed in August 2024. Complaints on file state issues with consumers’ account being deactivated.

    For information related to refunds and code of conduct BBB encourages consumers to review the General Terms of Use, specifically section 12 Modifications and Terminations, that details company policy.

    https://squareup.com/us/en/legal/general/ua

Complaints

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

Find a Location

Square, Inc. has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 3,120 total complaints in the last 3 years.
    • 976 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/17/2023

      Type:Order Issues
      Status:
      Answered
      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.
      Somehow, Square has got my address from Discord, and is now sending me physical spam mail referencing a Discord server. This was never asked for, and there is no clear way to cancel these harassing and privacy-invading letters. I don't know how Square got my address information, but they should not be harvesting addresses and randomly sending them junk mail.

      Business Response

      Date: 01/18/2023

      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:01/17/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We use the square terminals at our concert venue. We have **** people on any given night and in the last 5 months of using square half of our terminals are always down on any night and we are losings thousands in sales every night. i have been forced to bring out alternate options like venmo and zelle to allow my customers to pay since the square terminals never work. we have bought this to our account representatives attention over 22 times and nothing has been resolved and she refuses to help us. We have been told to troubleshoot and run updates and nothing works. We have lost so much revenue due to squares lack of customer service and faulty equipment, again we have waited on the phone for hours only to be told to "troubleshoot" equipment that does not work. Aside from this, it took 3 months to get equipment we were charged thousands of dollars for because the representatives at Square sent it to the wrong address 3 different times! THIS IS BAD BUSINESS. HORRIBLE.

      Business Response

      Date: 01/17/2023

      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:01/16/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Have cost me a customers And money square has had so many complaints from what I see and understand I dont understand how there in business I will be contacting a lawyer and most likely sueing square steals your money and deactivated your account without word and I will not be one to have there money played with

      Business Response

      Date: 01/17/2023

      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:01/16/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 deactivated my account without reason and without me being able to give an explanation. After taking a payment for $1200 (a common amount for my store), Square sent me an email stating that my business had suspicious activity and now they are withholding my funds for 90 days. They blacklisted my phone and will not answer my questions through the chat. According to their App Store reviews, this is a pretty common thing. I was told I would get the $1200 back after 90 days and am set to get it on February 13th. Loosing the $1200 was crucial to my business. Due to this loss I am no longer able to run my business and had to seek employment elsewhere. This has drastically changed my life.

      Business Response

      Date: 01/17/2023

      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: 01/17/2023

      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:01/15/2023

      Type:Billing Issues
      Status:
      Resolved
      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, Square locked and froze my money in my account on 09/20/22 and closed it for no reason. I have emailed and tried to reach out to them more than enough it is way past the date that my funds were to be released by! Please release my funds to my banking account the email tied to my account is *********************** PLEASE HELP IT HAS BEEN TOO LONG.

      Business Response

      Date: 01/17/2023

      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: 01/17/2023

      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:01/14/2023

      Type:Product Issues
      Status:
      Answered
      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.
      My company, ************************, has been using Square, Inc. for payment processing, Point of Sale at Retail, and online selling for many years. We did approximately $450,000 in sales through Square, *** services in 2022. I contacted them in November after my husband passed away in June 2022. I needed to change ownership so I could have access to reports and other responsibilities. I had become the managing partner through probate with the State of **********. I was told this would be a relatively simple process with no risk to operating the account. I followed their instructions and they deactivated my account and put me out of business. I am unable to reach anyone at Square, Inc. to reactivate my account. They do not return any requests for help and my phone has been blocked. Also, they are holding $1,881.28 of gift card balances that belong to my company. I can provide email documentation of all the events that have occurred.

      Business Response

      Date: 01/17/2023

      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: 01/18/2023

       
      Complaint: 18814460

      I am rejecting this response because Square has not resolved the problem. They need to contact me and reactivate my ******************* account at *************************** and make up for lost sales, lost time and distress.

      Sincerely,

      *******************

      ************

      ****************************

      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 2 days via email to help. 

      Thanks,

      Square

      Customer Answer

      Date: 01/25/2023

       
      Complaint: 18814460

      I am rejecting this response because: My ***************************** account has not been reactivted. I still cannot accept payments.

      Sincerely,

      *******************

    • Initial Complaint

      Date:01/13/2023

      Type:Product Issues
      Status:
      Resolved
      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 1/2/23 I issued an invoice to a customer who after completion of the charge, Square informed me that the transaction was identified as fraudulent their system. Upon receipt of email communication, I refunded the amount charged, updated all info I had about the transaction required by Square and proceeded forward with business as usual. I received an email today, 1/13/23 stating that Square deactivated my account for reasons undisclosed in emails or any other communication. Not only have they decided not to continue to conduct business with myself/company, they are also holding funds that I cannot refund to customer nor transfer out. Upon contacting Square via phone, I was hung up on by the representative who repetitively disclosed the same information several times with no conclusion or assistance in sight. Square concluded that my account was deactivated before viewing requested documentation.

      Business Response

      Date: 01/17/2023

      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: 01/17/2023

       
      Complaint: 18809230

      I am rejecting this response because:

       

      RESPONSE IS SYSTEM/COMPUTER GENERATED

      No resolution has been reached. I will

      allow the 5 days to have someone contact me but as of todays date of 1/17/23, 

      no resolution has been made.

      Sincerely,

      *********************

      Business Response

      Date: 01/19/2023

      Hello, 

      Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 1/17/2023. 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

      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 not one of successful outcome. While my request was responded to, no resolution has really been reached and no information was provided. 

      Sincerely,

      *********************

    • Initial Complaint

      Date:01/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 square account for my business in 12/2022. It is advertised that you can transfer money into your square account via check deposit or transfer from debit card. I made one transfer of $500 then my option to transfer money in was removed from my account. Square stated I needed account history to transfer money in. No where is this in writing regarding transfers into the account.

      Business Response

      Date: 01/17/2023

      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: 01/17/2023

       
      Complaint: 18808040

      I am rejecting this response because:

       

      This response does not resolve the issue at hand. I want an official policy document that I signed that says that the add funds will be removed until I have significant history with Square. If this cannot be provided, I need my add funds option back to my checking account or the federal reserve needs to be contacted regarding fraudulent business practices. Please see attached screenshot that states "new sellers are limited to adding $500 via the add feature per day." This screenshot was taken directly from the website.

      Sincerely,

      ***************************

      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 2 days via email to help. 

      Thanks,

      Square

    • Initial Complaint

      Date:01/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      After creating a new customer account and making my first online sales transaction on Square's online platform on 1/11/23, I was asked to provide more information about myself and my sales transaction. I submitted documentation on 1/11/23 (10:37pm EST). I received an email notification from Square after business hours that my account had been deactivated and that the funds from my sale totaling $995 are being held by Square. I have attempted to contact Squares customer service by phone during business hours since 1/12/23 and have had the automated system disconnect me. There appears to be no way for me to connect with a live representative by phone to get information or details about my dispute. I attempted to submit a dispute using Squares online messaging system and received a single email reply from a representative who referred to herself as ***************** referenced two lines of Squares **************** Agreement" as the reason for why my account was deactivated and why Square is holding my funds. I sent a response questioning how those two lines of the *************** Agreement related to any of the information I submitted about myself and my transaction and have not received a reply from anyone at Square or Square Account Services to answer my question or offer me details about why my documentation does not meet their guidelines and why they are holding my funds. When Square requested information from me about my account, I was under the impression that if I submitted missing or incomplete documentation that someone at Square would contact me to resubmit or provide additional information as a new customer.I was not told that ********************** Account Services would hold my funds and deactivate my account without warning, recourse, or any ability to correct or resend any submissions. I have not even been able to get any clear details or reasonable response on what about the information I submitted to them was erroneous.

      Business Response

      Date: 01/17/2023

      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: 01/17/2023

       
      Complaint: 18807528

      I am rejecting this response because: The contact I received from this business is not in line with what a customer can expect to receive as described on their website. I was not contacted for more information as was detailed on the company website. 
       
      Sincerely,

      Abby (abywe) L'****

      Business Response

      Date: 01/19/2023

      Hello, 

      Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 1/17/2023. 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:01/12/2023

      Type:Billing Issues
      Status:
      Answered
      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 the sole owner of Affordable Fence and Decks (previously Razorback Fence and Decks) and this was my first and only transaction with Square. I installed a metal roof over a customers deck and charged the customer $3,800.00 for my ******************** and the customer paid the invoice on *****. After waiting several days for the transaction to post or debited into my account I contacted Square on ***** and was told that it had not happened due to my photo ID had not been upload which we did while I was on the phone with them. Square then stated that the funds would be debited to my account within 1-2 business days. This was days before Christmas and I needed the funds to pay my 2 employees before the holidays. I call again on *****, *****. ***** and ***** with the same results and answers. Each day it was stated that it would be 1-2 hours at this point and that my account was in review. Each time saying someone would reach out to me by phone which never happened. I feel Square penalized me for aggresively trying to get the funds debited so i could pay my employees for Christmas. Later on ***** I received an email stating that my account had been deactivated and the funds would be held for ****** days without any explanation or attempt to resolve the issue. When I tried to reach them by phone, Square would no longer accept my phone calls. I was able to pay my 2 employees before Christmas but the situation left me totally without any funds for myself and family and caused a very bad hardship for the holidays. Again this was my first transaction and I was treated poorly and unprofessionally,

      Business Response

      Date: 01/13/2023

      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: 01/16/2023

       
      Complaint: 18756706

      I am rejecting this response because: the business is still refusing to release my funds to me without an explanation. 

      Sincerely,

      **********************

      Business Response

      Date: 01/19/2023

      Hello, 

      Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 1/17/2023. 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

      Customer Answer

      Date: 01/24/2023

       
      Complaint: 18756706

      I am rejecting this response because:the company is still holding funds that belong to me.

      Sincerely,

      **********************

    Square, Inc. is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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