ComplaintsforSquare, Inc.

• Initial Complaint

  09/03/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Aug 21 2021 $481.90

  

  Business response

  09/05/2021

  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 shortly via email to help. 
  
  
  Thanks,
  Square
  
  
  
  

• Initial Complaint

  09/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As a small business we have used Square services with success. Recently we received a notice from them that they have suspended our deposit/transfers to our bank. We have no idea why this was done. Their web site only states that we need to provide them with some of our business information that we feel is none of their business. We have tried unsuccessfully for over 3 weeks to contact them and we are unable to do so. They are not available by phone and will not answer our multiple email. The number that is posted on this page as a contact number is not answering. This is not a business that responds to its costumers issues. Other small businesses should be aware of these issues before hiring this company.

  

  Business response

  09/07/2021

  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 shortly via email to help. 
  
  
  Thanks,
  
  
  Square
  

  Customer response

  09/08/2021

   
  Complaint: 15831049
  
  I am rejecting this response because: The business contacted me by email and provided a call number and a costumer code to try to speak to someone, however, none of the above work. The number is answered by a robot and the code in is called invalid.

  A further explanation by the business stated that they answered email requests within 2 days...... not true...... I've sent them 3 or 4 email and they have never answered.

  Original complaint stands that they are not responding to the issue.
  
  Sincerely,
  
  ***********************

  

  Business response

  09/15/2021

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 9/14/2021. 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 response

  09/20/2021

   
  Complaint: 15831049
  
  I am rejecting this response because: after multiple attempts I have been unable to contact SQUARE and speak to one of their agents. They have sent me emails with information that is completely useless because you cannot get in touch with them, following their directions you reach a phone number manned by a robot, you then enter a code and the robot kicks you out informing you that the code is invalid  (this is a code provided by Square) so you can't reach anyone. Further communication is useless, because their answers are useless and do not address the problem. Fortunately they do not have any of our money and we have terminated our account with them. Businesses should think long and hard about this company before they do business with them.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have never opened an account with this company but I keep getting emails to update my password. I cannot reach anyone from the company by telephone and the email requesting password is a no reply address. I have called the following #s - Fraud ************; Sales ************; and **************** ************. No way to talk to anyone unless you have an account and a code. My concern is someone has opened account with my information...

  

  Business response

  09/07/2021

  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 shortly via email to help. 
  
  
  Thanks,
  
  
  Square
  

• Initial Complaint

  09/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a small business owner who uses Square for invoicing. Square put a hold on my account to where I cannot transfer or use money on my square card. This has been going on since 8/30/21. I have continually tried to reach out to square support by email because calling to speak with an agent is not an option. This is greatly affecting my business because I cannot access my hard earned money because I cant talk with a representative. I am just wanting my money and this issue resolved ASAP which is why I reached out to you all!

  

  Business response

  09/07/2021

  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 shortly via email to help. 
  
  Thanks,
  
  Square
   

• Initial Complaint

  09/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  No one will answer an email and they are not accepting phone calls my business use the square and for over two weeks I have tried to transfer money from my square account and been unsuccessful and can get no one to help me in need this money to run my business and play my employees

  

  Business response

  09/07/2021

  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 shortly via email to help. 
  
  Thanks,
  
  Square
  
  

• Initial Complaint

  09/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Lied to by representatives, money just vanished. Not in the buyers account, not in our (sellers account) account closed without notice of why. No fraudulent activity on our party. Cannot get a reply on customer service email. Cannot get through on a phone line because they closed our account and phone line requires a customer ID # to get through. Refusal to properly verify bank account, refusal to answer questions and now money is missing without answer. Both buyer and seller cannot get answers.

  

  Business response

  09/07/2021

  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 shortly via email to help. 
  
  Thanks,
  
  Square
  
  

• Initial Complaint

  09/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My $82.16 was accidentally sent to an old closed debit card belonging to that bank ending in **** and I was told it declined but then I was told by green dot bank that in order to get a refund I must send personal information of which I did and now they are saying the money is gone.

  

  Business response

  09/03/2021

  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 shortly via email to help. 
  
  
  Thanks,
  Square
  
  
  
  

• Initial Complaint

  08/31/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  there was an issue with an Social Security number (mine) used by accident to set up a few Square accounts for the business I work for. When I received the note from the *** I reached out to Square (which they make VERY difficult) to get this fixed. I have been sending over all of the documents needed to fix this and they have me communicating thru a **************** Rep that sends the info to their ********* Since April I have sent the same documents about 3x and every time they come back with more reasons why they haven't fixed this. I had an official tax document from my accountants telling them that all of the taxes due to the *** for the years in question have all been paid and that I am NOT responsible for them. Of course I cant get through to the *** to talk to anybody about this since this pandemic has made impossible. I am currently getting penalties and interest form the *** since Square refuses to do their job.

  

  Business response

  09/07/2021

  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 shortly via email to help. 
  
  Thanks,
  
  Square
  
  

• Initial Complaint

  08/31/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello -My complaint actually has do to with Cashapp (their parent company is square). On June 26th i was hit with over 10 thousand dollars in fraud through cash app. To get to the point someone was sending me money to help me financially with my dad.. the girl tried to send me money and in the process she didnt no her cash app account was compromised... when she tried to resolve the issue she did not know that the people on the phone where actually scammers and when they had called me they already had all of my information.. Name Cashtag(cash app user name) and last 4 of my social. minutes later my money was gone. i spoke with cash app numerous times and they couldnt help.. MANY emails go bye and they said they couldnt help me but stated that i was hit with fraud AND closed my cashapp account for "Fraud" but still wont give me any of my money back. I NEED HELP PLEASE SOMEONE CONTACT ME.

  

  Business response

  09/02/2021

  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 shortly via email to help. 
  
  
  Thanks,
  Square
  
  
  
  

  Customer response

  09/03/2021

   
  Complaint: 15818794
  
  I am rejecting this response because:

  the manager sent me an email still stating i authorized some transactions when i didnt. they keep contradicting themselves. they have no valid reason why my account was closed and no valid reason why they cant give me all my money back. then they tell me to go and talk to my bank and when i talk to my bank, my bank tells me cashapp cant do anything so my bank cant. then cashapp will tell me i can get my money back from my bank... its like there making me play cat and mouse. i just want all my money back that was taken from me when my acct was compromised. all Cashapp does is give me different stories every rep i talk to.

  
  Sincerely,
  
  *******************************

  

  Business response

  09/07/2021

  Thanks for following up. It looks like we reached out to you via email in regards to this matter on 09/02/2021. 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 reach out to support at cash.app/contact.
  
  
  Thanks,
  Square
  
  

• Initial Complaint

  08/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  All of my money on cashapp was taken from me and closed. It shows a negative balance. Ive tried reaching out numerous times and no answer. Cashapp took over 200 dollars closed my account for an unknown reason. Thats money i worked hard for which i added from my bank account and it was taken from me

  

  Business response

  09/02/2021

  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 shortly via email to help. 
  
  
  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. ↩