Flick Enterprises Inc

Please refer to the latest email correspondence sent by Square on 6/22/16. Hello [redacted],We wanted to let you know that the hold on your Square account has expired, and your funds are scheduled to be deposited to your linked bank account within one to two business days. Please note that your...

account status remains unchanged.We appreciate your patience and apologize again for any inconvenience this may have caused.Sincerely,Square Account Services

Complaint: 11771581I am rejecting this response because:
The response sent is not a valid response.  The respons does not address the issue that I complained about.  I contacted Square in order to get data needed to pursue the nonpayment with the credit card issuing bank as Square is the only one with access to this information.  They are refusing to give me this information making it impossible for me to follow up on the disputed charge as is my leggal right.  In addition I was told on multiple occassions I would be given a call back form a supervisor regarding the issue but have never received that call.  They failed on their end disputing the charge back as they are the intermediary and now they are keeping me form pursuing it on my own by blocking me from the required information.  They need to release the information to me or return the $[redacted] in question.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
you our have not defined where is section six I am in violation of, please explain. I have sent many emails in an attempt to talk to a human being that can further define what part of my retail store is in section six violation?
 
I have been a square user for years, long enough to further invest in your hardware and nfc devices, and wonder what form of prejudice your concluding merits a violation.
 
I have never had a single issue or charge back and am in compliance with every section of the user agreement but the phrasing of canceling on a undefined whim, of which has yet to be defined or explained in any intelligent fashion.
 
and offer to buy back these now useless devices would be a start or even an honest evaluation of the facts your using to make determinations as to who you will no longer accept to limit further Mal investments in your hardware 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
1- I need Squareup to refund all money that they have deducted (in the name of so called charges) from my bank account
2- Squareup is not being fare in hitting charges for same transactions over and over
3- I need Squareup to apologize for mental torture and disturbance they gave to me
4- Squareup should also refund bank charges that my bank hit me due to ACH transactions
5- They are never being cooperative with customers not they have provided any call back number
Sincerely,[redacted]

Please refer to the email that was sent to you 5/30 stating:
Hello [redacted],We wanted to let you know that the hold on your Square account has expired, and your funds are scheduled to be deposited to your linked bank account within one to two business days. Please note that your account status remains unchanged.We appreciate your patience and apologize again for any inconvenience this may have caused.Sincerely,Square Account Services

Initial Business Response /* (1000, 5, 2015/08/30) */
Hello,
Upon further investigation, a member of Square's Account Services team reviewed your account and elected to terminate the account in accordance with Article 42 of the Square Seller Agreement: "We may terminate this Agreement and close...

your Square Account for any reason or no reason at any time upon notice to you. We may also suspend the Services and access to your Square Account (including the funds in your Square Account) if you (a) have violated the terms of this Agreement, any other agreement you have with Square, or Square's policies, (b) pose an unacceptable credit or fraud risk to us, or (c) provide any false, incomplete, inaccurate, or misleading information or otherwise engage in fraudulent or illegal conduct."
Article 43 further states that: "We will not be liable to you for compensation, reimbursement, or damages in connection with your use of the Services, or in connection with any termination or suspension of the Services. Any termination of this Agreement does not relieve you of any obligations to pay any Fees or costs accrued prior to the termination and any other amounts owed by you to us as provided in this Agreement."
The decision to deactivate your account is final. Any funds currently in your account will be held for 90 days from the date of the deactivation. If you do not wish to wait the 90 days, you may issue a refund at any time within 60 days of the date of the transaction. To learn more about issuing refunds, please reference this article found on the online Help Center: https://help.squareup.com/customer/portal/articles/XXXXXX-how-do-i-process-a-ref...⇄ /> For security purposes, Square cannot disclose further details regarding the reason for account deactivation.

After reviewing all the information you provided, Square believes that this is a stolen card scam and that this transaction will very likely result in a chargeback. Process Refunds As a reminder, please email Square once the refund is complete. Square’s goal is to return your account to our normal deposit schedule as soon as possible. If you would like to speak to an individual please contact Square directly. Square phone number and your customer code can be found in the initial email sent to you notifying you of the verification.

Complaint: [redacted]I am rejecting this response because:NOt only is it unethical but you have provided no reason for withholding our funds other than "you have the right to" according to your own agreement.  We trusted you for the processing of our credit card sales during a trade show in Atlanta and you are still withholding over $[redacted] in our funds and your only explanation is "you have the right to"?  Its really quite a shame how you conduct business and even worse is your non existant customer service! 
 Each customers card was physically swiped and there is no evidence of fraudulent activity nor have you been able to show any possible questionable transactions.  All I want to know is which transactions do you believe to be possibly fraudulent and those items can be addressed!  
Sincerely,[redacted]

Hello,One of Square representatives addressed this question already on 08/22/17 and emailed you. Square reviewed your account and found that this payment violates the Square Terms of Service. As a result, we won’t be able to deposit funds for these payments into your account. We apologize for any...

inconvenience this may cause.Under our Terms of Service, you cannot process prepaid cards, gift cards, or your own credit card using your Square account. The Square Terms of Service also prohibit using Square as a money transfer system. You must provide a legitimate good or service in exchange for every payment processed with Square.Please refund the payments in question. If you aren’t sure how to refund a payment, this Support Center article will help you. It usually takes two to seven days for refunded payments to get credited back to the original payment card. Please understand that if you process these types of payments again, we’ll have to deactivate your Square account. If you have any further questions please reach out to Square directly. [redacted]

Initial Business Response /* (4000, 8, 2015/11/10) */
According to Square's Merchant User Agreement Article 42. Suspension or Termination by Us: "We may terminate this Agreement and close your Square Account for any reason or no reason at any time upon notice to you. We may also suspend the...

Services and access to your Square Account (including the funds in your Square Account) if you (a) have violated the terms of this Agreement, any other agreement you have with Square, or Square's policies, (b) pose an unacceptable credit or fraud risk to us, or (c) provide any false, incomplete, inaccurate, or misleading information or otherwise engage in fraudulent or illegal conduct."
The decision to deactivate your account is final. Any funds currently in your account will be held for 90 days. If you do not wish to wait the 90 days, you may issue a refund at any time within 60 days of the date of the transaction. To learn more about issuing refunds, please reference this article found on the online Help Center: https://squareup.com/help/en-us/article/5060-process-refunds
Initial Consumer Rebuttal /* (3000, 15, 2015/12/10) */
Response from [redacted] from Square compliance on 11/5 says my funds will be released on 11/29. Still have not been released. This company just makes up the rules as they go.
"Hi [redacted],
Thanks for your email. I adjusted the hold so that it will be calculated as 150 from the $139 transaction you took in July. Therefore, your funds will be released on November 29, 2015 at the earliest.
Please let me know if you have any additional questions.
[redacted]
Square Compliance
squareup.com/help"
Final Business Response /* (4000, 17, 2015/12/23) */
Square has credited your linked bank account on 12/10/15. Please refer to the latest email correspondence between you and Square with any additional questions.
Complaint Response Date bumped because: Holiday

Initial Business Response /* (1000, 5, 2015/10/05) */
Hello,
Upon further investigation, a member from Square's Disputes Team reached out to you on May 4, 2015 regarding the payment dispute referenced. For more information related to this matter please review Square's "Best Practices for...

Accepting Credit Cards" page located at https://squareup.com/help/us/en/article/5079-best-practices-for-accepting-paymen...⇄ .
Upon review of this page the introductory paragraph states: "With every card payment you take, you and your customer are entering into an agreement. This means that you can be held liable for the amount of the payment if a chargeback or dispute related to the transaction were to occur."
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Square did not inform me for a whole month that there was something wrong with the credit card! As a seller there is absolutely no way for me to know if the credit card is good or not. It was not declined by Square. A month is not a reasonable amount of time to inform me that there was something wrong. I relied on Square to process the card and to verify the card. I sold 2 very expensive gold chains. I would not have sent them if Square did not tell me that the money was in my account and everything was ok with the transaction. I did speak with Square when they notified me a month after the transaction and they took no responsibility. Knowing this I did not want to talk to them. I did reply to their emails.
Final Business Response /* (4000, 9, 2015/10/20) */
Hello,
Upon further review, a member from Square's Support team reached out to you on September 17, 2015 requesting to speak with you directly regarding this matter.
For more information please refer to our Seller Agreement which details the liability of chargebacks: https://squareup.com/legal/ua
Final Consumer Response /* (4200, 11, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am extemely disappointed in Square's response. They are not accepting any liabilty for what happened. Again, they took a month to tell me that the credit card was no good. There is absolutley no way for me, as a small business person, to have that information. I relied on Square, as the credit card processor and acceptor, to verify the validity of the credit card. They reached out to me and I did speak with them on the phone once, but since they accept no responsibity, what am I supposed to say on the phone? The legailty of requiring me to accept liability for the chargeback must be connected to informing me, the seller, in a timely manner of the existiance of a problem with the card. The transactions took place on April 1 and April 2, 2015. Square did not inform me of a dispute until May 4, 2015!

Please refer to the latest email correspondence from Square on 3/15/16. The message states: "This customer received the refund for the $256 through Square on 2/13/2016. The payment for $840 was refunded through the dispute process on 3/6/2016. Your customer will need to contact their bank, as funds were already returned back to the bank for your customer."

Your account is currently under review, and Square needs some information from you to verify the account. Unfortunately, Square cannot deposit funds to your linked bank account until the review is complete, although you will still be able to accept payments using Square during this period. Please log in to your Square Dashboard and click the “Verify Account” button at the top of the home screen to complete your review.

Complaint: [redacted]
 I'm not totally rejecting this response but I would like to Address to Customer support for future issues similar to mines; an explanation to the deactivation should have been explained "why". All I wanted is for someone to let me know what happened? No one in customer support responded to any of my request/concerns/questions.
I would have explained the reason for the persistent pattern of transactions. On my end the cards were telling me declined several times, however when I looked in my reports the transaction went through, i called my customer to check with their bank and they responded that the transaction went through too. 
I understand the security of our accounts is in the best interest of the customer to avoid hackers, but we should at least be notified of such.
Why should I have to wait 150-180 days for my money with no explanation from Customer Support. This was very stressful and frustrating to not be able to get any answers. I feel that I shouldn't have to pay the fees accessed to me after dealing with bad customer service. I truly hope that this will help customer support to consider being more compassionate with us, I sure would hate for someone else to go through the same thing I went through.
For me to have to reach out to Revdex.com was my last resort.
 
Sincerely,Nalani [redacted]

Initial Business Response /* (1000, 5, 2016/02/02) */
Please refer to the latest email correspondence between you and Square from 1/21/16. The message states: "As stated in the deactivation notice, we will hold the remaining funds in your Square account for 90 days from the date of deactivation in...

order to offset any potential refunds or disputes from your customers. Since your account was disabled on November 6, these funds will be released on February 4."
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
today (feb. 3rd, 2016) I received a email from square stating,
"
Hello [redacted],
Due to the recent chargebacks on your account, any funds currently in your Square account will be held for an additional 60 days.
Thank you for understanding.
Sincerely,
Square Account Services".
However, there is no information to merit the additional hold. They did not reference who the chargeback was from nor did the supply any contact information so that we could discuss the issue. There is no way for me to contact them. I believe this is a retaliation for me filing with the Revdex.com.
the money that I am requesting is from a transaction that was made in July 2015, 7 months ago. On November 3rd, they deactivated my account and said they would hold my money for an additional 90 days which is February 4th 2016. Today is February 3rd, the day before they are suppose to release my check. I receive the above message with no other details or information.
on january 22nd I received this email;
Hello [redacted],
Thanks for writing in. I've gone ahead and forwarded your email to another member of our team who can better assist you. They will reach out to you shortly.
Thanks for your patience.
[redacted]
Square Account Services"
That was 12 days ago and I have not heard anything from them until today (email noted above)
I would like someone to explain to me what the issue. They stated they would hold my funds for 60 days because of chargebacks. However they have not supplied any information to support a recent chargeback. They have not made any efforts to contact me. I believe the recent hold/email is in retaliation for me filing with the Revdex.com.
Final Consumer Response /* (3000, 13, 2016/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What recent chargeback activity? who filed it and on what date? I haven't made a transaction with square since november 2015, over 90 days. At that time my client filed a chargeback and I refunded the money right away. That was over 90 days ago! Any chargeback prior to that was in july 2015. Your company has been holding that money for over 7 months now, which exceeds your 60 day hold by 150 days. Your company is being unethical, spiteful and retaliating against me for filing with the Revdex.com.
In the past, if there is a chargeback you would inform me via email and give me specifics of the transaction and a chance to respond. But NOW your company wont give any details, give me a chance to reply or refund the money. Although I have exceeded all the hold times by over 120 days.
Your company can lie and claim "we are holding your money because of recent chargeback" for years, if they are not required to prove it. But where is the proof. In the past your company has been very specific when it comes to these types of issues.
Below is a copy of the last email you sent in regarding the funds that you are holding and its chargeback. Note (dated 10/2015)
Hello,
Thanks for your patience throughout the dispute process.
I have checked on the status of these cases and can see that the disputes below were approved for further review by your customer's bank as of 10/06/2015 .
Dispute Reason: Card Not Present (83)
Disputed Amount: $1,839.55
Payment Amount: $1,850.00
Payment Date: July 31, XXXX XX:XX UTC
Payment Card: Visa - 9627
Receipt: https://squareup.com/receipt/preview/789Jrde55M5aiJgWKtlXSzMF
Dispute Reason: Card Not Present (83)
Disputed Amount: $1,912.84
Payment Amount: $1,923.71
Payment Date: July 31, XXXX XX:XX UTC
Payment Card: Visa - 9627
Receipt: https://squareup.com/receipt/preview/XQFFOU2Ho5J9lbWekt3fWtMF
Your customer now has a period of up to 60 days from this date to re-dispute this decision with their bank. If your customer does not re-open the cases, they will be officially closed on *12/05/2015. Feel free to write back in at that time for confirmation.
Please don't hesitate to reach back out to me if you have any further questions or concerns in the meantime. I am happy to help.
Best,
[redacted]
Square Account Services
As noted above, the 60 day window ended on 12-5-2015. No time prior to 12-5-2016 (the 60 day window allotted by your company) did your company contact me regarding this issue.
In fact, your company did not mention anything about this dispute until February 3rd,2016, which is 120 after the dispute should have been closed (according to your policy); twice as long as the time to allotted, Plus February 3rd 2016, was the day before your company "claimed" they scheduled to mail me a check. Your company is being unethical, deceitful and retaliatory.
Final Business Response /* (4000, 15, 2016/02/24) */
Please refer to the email correspondence sent from Square on 2/24/16. The message states: "We wanted to let you know that the hold on your Square account has expired, and your funds are scheduled to be deposited to your linked bank account within one to two business days. Please note that your account status remains unchanged."

Thank you for letting us know about the duplicate transaction. This has been escalated to Square Cash's Disputes team and will follow up with you directly.

Please refer to the following email sent on [redacted] 13:  
Hello, Square is sorry to inform you that Square is deactivating your account. Square's Account Services team reviewed your account and found a pattern of transactions associated with high-risk activity. For further information...

about our policies, you can review section 36 of the Square Payment Terms. Square regrets to inform you that, starting today, you will no longer be able to process transactions using Square. Any funds currently in your account will be held for 90 days before being released to your linked bank account. If you’d prefer to receive funds more quickly, you should consider refunding the payments back to the original cards and seeking alternate forms of payment. (Please note that Square will refund all the fees, too.) Refunds are available within 60 days of the original payment. To process a refund, log in to the Square dashboard. Use the date selector tool to locate the specific payment. Click the payment you'd like to refund, then click "Issue Refund". Select the reason you're refunding the payment, and click "Issue Refund." Unfortunately, Square's decision to deactivate your account is final. Due to security reasons and the obligations of Square's agreements with card networks and other financial institutions, Square cannot reverse this decision and are unable to provide additional details.

Complaint: [redacted]I am rejecting this response because: This was the same response I was given from the beginning almost word for word. First I do not have any employees or anyone who would have had
access to my phone, I did not personally issue a refund and the custom services were not returned! I said before Square needs to changes the the fact the amount for refunds are automatically filled in, as this is the only way a refund could have been done on my end with a sever delay and double or triple clicks were done on a non responding tab that once when working clicks were made on different screens. AGAIN... all aspects of this refund were done with clicks not with me filling anything out to issue a refund. I did not want the refund nor did my customer. The response to me seems to state that Square is not going to do anything about it's system.  I have not had any problem with [redacted] or as they require an amount to be typed in no matter what you are transferring or paying or refunding.  I think the fact that Square keeps repeated their stand is insulting. I did not want to issue a refund and there should not be anyway that it could have been done by mistake as it clearing was done! I am going to say it one more time. I did not issue a refund. I went into the transaction only to see the free they charged so I could put in my accounts page on my other computer system. I have no idea how this could happen and it really doesn't seem like it could happen with the delayed clicking but that is the only thing that could have happened in this case. Square hit my account where the money does not stay which caused a fee from my bank, my bank refunded my the fee as I have had not one issue in all the years of banking I am **. Please make sure this will not happen to someone else again..  Sincerely,[redacted]

Thanks for bringing it to our attention that you have received this unusual email. We understand that you do not have a Square account, and we can confirm that this message was not a legitimate email sent by Square. Rest assured that Square’s own system has not been breached, but we are working hard...

to mitigate these types of external phishing scams. More information about phishing is available here. As a security best practice, we recommend always verifying the sender of a message before entering any sensitive information or clicking any links.

According to Square's Merchant User Agreement Article 42. Suspension or Termination by Us: "We may terminate this Agreement and close your Square Account for any reason or no reason at any time upon notice to you. We may also suspend the Services and access to your Square Account (including the...

funds in your Square Account) if you (a) have violated the terms of this Agreement, any other agreement you have with Square, or Square's policies, (b) pose an unacceptable credit or fraud risk to us, or (c) provide any false, incomplete, inaccurate, or misleading information or otherwise engage in fraudulent or illegal conduct."The decision to deactivate your account is final. Any funds currently in your account will be held for 90 days. If you do not wish to wait the 90 days, you may issue a refund at any time within 60 days of the date of the transaction. To learn more about issuing refunds, please reference this article found on the online Help Center: [redacted]