Flick Enterprises Inc

Please refer to the following email sent to you on [redacted] 10:
Hello [redacted],We’re sorry to inform you that we are deactivating your account. Our 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.We regret 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 we 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, our decision to deactivate your account is final. Due to security reasons and the obligations of our agreements with card networks and other financial institutions, we cannot reverse this decision and are unable to provide additional details.Again, we apologize for any inconvenience this may have caused.Sincerely,Square Account Services

Complaint: [redacted]I am rejecting this response because:
 
I have already tried to request money to the sender, but I did not get a respond. 
So... I lost $[redacted] because Square cancelled the transaction, and Square will not help me for the money I lost? 
If you cannot help me get back money from the sender, would you reimburse the money? 
Since the sender does not respond to me anymore, I do not think requesting money will work. 
Sincerely,[redacted]

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!

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, 2015/08/30) */
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 further review of your account we’re able to see any charges on 6/10/[redacted], we recommend you contact your customer and reprocess the payment for $[redacted].

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]

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 am rejecting this response because:
I went through FULL payment process AND received a message in the app that the payment WAS successful, and THEN your app froze!!! I also had to app set to offline mode which meant if there was no internet, then the payment would go through when the phone reconnects to wifi, and there was internet where I was at, but somehow my payment was still voided??? I've done everything right. I didn't get paid because your app is flawed and now you're making up excuses not to pay me. This is pathetic, send me my $[redacted]!!!!!!!!!!!!!!! This is not right at all!!!Sincerely,[redacted]

After reviewing your account we see you cancelled and refunded your customer on 6/21/[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]

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.

Initial Business Response /* (1000, 5, 2015/09/28) */
Hello,
Upon further investigation, upon signup, merchants are automatically enrolled in standard pricing. The pricing is the following:
2.75% for swiped card transactions, dipped chip card transactions, paid Square Invoices, and online...

orders
3.5% + 15 cents for manually entered transactions
The higher fee for manually entered transactions is due to the greater risk involved with these payments, as neither the card nor the buyer have to be present for this type of payment to occur.
Every card accepted has the same rate, and fees are taken out of the total amount of each transaction, including tax and tip.
If this has not been the case, please contact Square through email for assistance. Square's Support Team currently only communicates via email in order to maintain an accurate record of all correspondence and best explain policies and procedures. Square strives to respond to all inquiries within 24 hours. If you have additional questions about your Square account, Square recommends searching the online Help Center, found at: squareup.com/help . The Help Center contains many troubleshooting tips as well as detailed articles that explain policies and procedures.

Complaint: [redacted]I am rejecting this response because:  This is the same exact response I first received when our account was deactivated, there was no resolution then or now.  Also I learn that the 855-700-6000 number is only available to businesses that have "active" accounts.  If your account is deactivated by Square there is no way to contact these people either by phone or e-mail.  Believe me I have tried, I want the money held.  I earned it, they didn't.  I have also learned that many people have waited over a year and still not received the funds being held into their account, so the "90 days funds held" is also an inaccurate statement.  Having had a solid business for over  11 years, I would like to know what the high risk factor was we were labeled with. 
I am surprised that any business that wants to be considered a credible business would have virtually  NO CUSTOMER SERVICE.  Having been self employed our entire life, we find that customer service and how you related to your customers needs are the most important aspect of any business. 
I would truly like to see their A+ rating lowered as I feel they are continually taking advantage of businesses, especially small ones, and are not honest in their dealings or communications.
 
 
 
Sincerely,[redacted]

A member of Square's Compliance Team recently conducted a review of your Square account and after further review, it was determined that excessive prepaid card transactions were processed with your Square account. This activity is a violation of the Square Seller Agreement.According to Section 47 of...

Square's Seller Agreement: "All transactions taken with Square must represent a bonafide sale of a good our service. Excessive gift card use is an indication of a violation of this term. "47. Representation and Warranties. You represent and warrant to us that: (a) you are at least eighteen (18) years of age; (b) you are eligible to register and use the Services and have the right, power, and ability to enter into and perform under this Agreement; (c) the name identified by you when you registered is your name or business name under which you sell goods and services; (d) any sales transaction submitted by you will represent a bona fide sale by you; (e) any sales transactions submitted by you will accurately describe the goods and/or services sold and delivered to a purchaser; (f) you will fulfill all of your obligations to each customer for which you submit a transaction and will resolve any consumer dispute or complaint directly with the purchaser; (g) you and all transactions initiated by you will comply with all federal, state, and local laws, rules, and regulations applicable to you and/or your business, including any applicable tax laws and regulations; (h) except in the ordinary course of business, no sales transaction submitted by you through the Services will represent a sale to any principal, partner, proprietor, or owner of your entity; (i) you will not use the Services, directly or indirectly, for any fraudulent undertaking or in any manner so as to interfere with the operation of the Services; (j) your use of the Services will be in compliance with this Agreement."Furthermore, Section 42. Suspension or Termination by Us states "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.

Complaint[redacted]I am rejecting this response because:Sincerely,[redacted]

Hello,
Although your account is deactivated, you are still able to log in to your Square account to issue refunds and view your account history.You can process a refund directly from the Transactions page in your online account. To process a refund, log in to the Square Dashboard from a computer.1. Use the date selector tool to locate the specific payment.2. Click the payment you’d like to refund, then click “Issue Refund.”3. Select the reason you’re refunding the payment, and click “Issue Refund.”Refunds typically take 2 business days to process but can take up to 7 business days. The full purchase amount, including the fees, is always returned to the cardholder.
If you’d prefer to receive funds more quickly, you may consider refunding the payments back to the original cards.

You agreed to Square's Seller Agreement upon signing up for Square. 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."

Initial Business Response /* (1000, 5, 2015/12/14) */
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, 11, 2016/02/22) */
As it stands, SQUARE owes me $7,000 and has yet to return my funds.
What or how do I go about finding a resolution?
And moreover, why has no one responded to my inquiries or calls?
[redacted]
XXX XXX XXXX
Final Business Response /* (4000, 14, 2016/03/09) */
Square has released the hold and the funds will be available in your linked bank account in 1-5 business days. Please refer to the latest email correspondence between you and Square for any additional questions.

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]