Flick Enterprises Inc

Final Consumer Response /* (2000, 6, 2015/10/21) */
Square finally paid me the money they owed me. I was finally able to "trick" the system into connecting me with a live person. Once I called to complain, they finally advised me that I needed the further verify who I was. I found the process...

extremely insulting as it is business that hired them to process credit card transactions. I still think the public should be warned about these very questionable business practices. Thank you for your help. The issue has been resolved.
[redacted] B.

This message originally read on 10/26/[redacted] Cardholders are afforded the right to issue a billing dispute for any transaction processed by their credit-issuing bank.  While Square does its best to represent you in challenging the chargeback with the information provided, your customer's card-issuing bank is the ultimate arbiter of each dispute.  Square debited your account for this dispute in accordance with Article 28 of the Square Seller Agreement: "For any transaction that results in a Chargeback, we may withhold the Chargeback amount in a Reserve. We may debit the amount of any Chargeback and any associated Fees, fines, or penalties listed in the Fee Schedule or assessed by the Association or our processor from your Square Account (including without limitation any Reserve), any proceeds due to you, your bank account, or other payment instrument registered with us. If you have pending Chargebacks, we may delay payouts from your Square Account. Further, if we reasonably believe that a Chargeback is likely with respect to any transaction, we may withhold the amount of the potential Chargeback from payments otherwise due to you under this Agreement until such time that: (a) a Chargeback is assessed due to a Buyer's complaint, in which case we will retain the funds; (b) the period of time under applicable law or regulation by which the Buyer may dispute that the transaction has expired; or (c) we determine that a Chargeback on the transaction will not occur. If we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demand. You agree to pay all costs and expenses, including without limitation attorneys' fees and other legal expenses, incurred by or on behalf of us in connection with the collection of all Square Account deficit balances unpaid by you." For more information on Square’s Chargeback Protection please visit https://squareup.com/help/us/en/article/5394-square-chargeback-protection.

Complaint: [redacted]I am rejecting this response because:
I already knew that would be their response..They are incompetent of giving a reason why besides that I had "risky" transactions..Whatever that means..My transactions were all legitimate and can be verified with all of my customers..
However, I have no intentions of working with someone like that ever again..Not trust worthy what so ever and not even regulated by anyone..
I noticed that in the response from them it stated that they would be holding my funds for 90 days from the date of their response..It better be 90 days from the date they locked my account because I am already almost 30 days into it..If they start the 90 days over, I will hire legal counsel..
We do a lot of commercial moving with other businesses and I can say that I will most certainly make sure that all of my valued customers know how Square treats their customers and make sure that they choose to use anyone but them..Without a doubt..
I have my original email stating my funds will be deposited within 90 days, it better be there in 90 days from the original date..
What an absolute disgrace of a company..They shouldn't even be legally allowed to do this to customers..Whatever though, eventually someone bigger then them will find a loop hole and shut them down..Can't wait to read about that=)
90 days from [redacted], I'll be looking for my funds to be deposited..not a day later=)Sincerely,[redacted]

Hello, Thanks for getting back in touch. Your referenced account is currently under review by our Account Services Team for high risk activity. Until your account has been cleared, funds will be held. Unfortunately, we do not have a specific release date that we can provided at this...

time. 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. For further information about our policies, you can review Sections 17 and 42 of the "Square Seller Agreement":https://squareup.com/legal/seller-agreement. Thank you for your patience and understanding.

Hello,
In order to maintain a secure processing environment, Square reviews all Square Cash payments and may return a payment back to the original sender for security purposes. In these cases, the funds are automatically returned to the sender’s bank account within 1-2 business days.

Please refer to the latest email correspondence sent by Square on 5/22/**. 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

Please refer to the following email sent on [redacted] 28:  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:
According to Square I've violated Item 3 of their payment terms and item 4 in their General Terms of Service.  I've attached both of them.  Moreover, they are only speaking in general terms and won't get into specifics as to what exactly I violated because they know I didn't.  Moreover, the notes they have in their system confirm I was not in violation of either of these because someone in compliance verified that my business was 100% complaint with their terms of service and payment terms when I opened the account. 
As far as a response, they're simply copying the email they sent me when they terminated my account.  I challenge them to review the notes from my initial call in which they approved me AND one of their agents read back the notes to me when I asked him to.  He was even confused why my account was cancelled because according to the initial notes that he read aloud, we were 100% compliant!
So square, what exactly am I, an advertising platform, in violation of in the general terms of service and payment terms?  I've copied them in here for everyone reading to see.
3. Prohibited Industries
You may not use the Payment Services for the following businesses or business activities: (1) any illegal activity or goods, (2) paraphernalia that may be used for illegal activity (3) buyers or membership clubs, including dues associated with such clubs, (4) credit counseling or credit repair agencies, (5) credit protection or identity theft protection services, (6) direct marketing or subscription offers or services, (7) infomercial sales, (8) internet/mail order/telephone order pharmacies or pharmacy referral services (where fulfillment of medication is performed with an internet or telephone consultation, absent a physical visit, including re-importation of pharmaceuticals from foreign countries), (9) unauthorized multi-level marketing businesses, (10) inbound or outbound telemarketers, (11) prepaid phone cards or phone services, (12) rebate based businesses, (13) up-sell merchants, (14) bill payment services, (15) betting, including lottery tickets, sports related gambling, casino gaming chips, off-track betting, and wagers at races, (16) manual or automated cash disbursements, (17) prepaid cards, checks, insurance or other financial merchandise or services, (18) sales of money-orders or foreign currency, (19) wire transfer money orders, (20) high-risk products and services, including telemarketing sales, (21) automated fuel dispensers, (22) adult entertainment oriented products or services (in any medium, including internet, telephone, or printed material), (23) sales of (i) firearms, firearm parts or hardware, and ammunition; or (ii) weapons and other devices designed to cause physical injury (24) internet/mail order/telephone order of age restricted products (e.g., tobacco, alcohol), (25) occult materials, (26) hate or harmful products, (27) escort services, or (28) bankruptcy attorneys or collection agencies engaged in the collection of debt.
4. Restrictions
You may not, nor may you permit any third party, directly or indirectly, to:
export the Services, which may be subject to export restrictions imposed by US law, including US Export Administration Regulations (15 C.F.R. Chapter VII);
access or monitor any material or information on any Square system using any manual process or robot, spider, scraper, or other automated means;
except to the extent that any restriction is expressly prohibited by law, violate the restrictions in any robot exclusion headers on any Service, work around, bypass, or circumvent any of the technical limitations of the Services, use any tool to enable features or functionalities that are otherwise disabled in the Services, or decompile, disassemble or otherwise reverse engineer the Services;
perform or attempt to perform any actions that would interfere with the proper working of the Services, prevent access to or use of the Services by our other customers, or impose an unreasonable or disproportionately large load on our infrastructure;
copy, reproduce, alter, modify, create derivative works, publicly display, republish, upload, post, transmit, resell or distribute in any way material, information or Services from Square;
use and benefit from the Services via a rental, lease, timesharing, service bureau or other arrangement;
transfer any rights granted to you under these General Terms;
use the Services in a way that distracts or prevents you from obeying traffic or safety laws;
use the Services for the sale of firearms, firearm parts, ammunition, weapons or other devices designed to cause physical harm;
use the Services for any illegal activity or goods or in any way that exposes you, other Square users, our partners, or Square to harm; or
otherwise use the Services except as expressly allowed under these General Terms and applicable Additional Terms.
If we reasonably suspect that your Square Account has been used for an unauthorized, illegal, or criminal purpose, you give us express authorization to share information about you, your Square Account, and any of your transactions with law enforcement.
Sincerely,[redacted]

Please refer to your email from [redacted]
Hello,First of all, I just want to apologize for such a delayed response. We've been experiencing a higher than normal email volume this past week!Typically refunds take Square anywhere from 0-7 business days to complete, but usually it's much faster. Sometimes...

within the same hour. After we send it back to the bank, they take 2-7 business days for it to return to their card. Also just depending on the speed of the branch's automated system. My bank takes the full 7 business days though and I'd say that's standard.Again I'm very sorry for the confusion and inconvenience this has caused. I just wanted to point out again that Square actually cannot process refunds for merchants. This is something that can only come from the merchant's side so if you've got any employees or anyone who might've been handling your device with the Register app open, it could have happened that way by accident. When a refund is requested, it will ask you the reason. On my end I can see the option that was selected at the time of the refund was "Returned Goods." Again, I'm very sorry for the inconvenience this has caused. I'd love to help in any way I can so please let me know if you have any further questions.Best wishes,

Hello,
Square's records indicate that on March 23, you refunded the payment being held back to the cardholder through your Square Dashboard.
Refunds typically take 2 business days to process but can take up to 7 business days. The full purchase amount, including the fees, is being returned to your...

customer.

Please refer to the latest email correspondence sent by Square on 5/23/**. 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

Please refer to the latest email correspondence sent by Square on 5/9/16. 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 42 of the Square Seller Agreement ([redacted]).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 ([redacted]).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

Hello,
Due to the unusual or high risk activity associated with your account, your outstanding Square balance will be reserved for up to 180 days (but no less than [150] days), from the date of your account's deactivation, unless circumstances require that Square extend this reserve period. If you...

do not want Square to reserve your funds, you are still able to refund the payment back to the cardholder through your Square Dashboard.

Complaint: [redacted]I am rejecting this response because:
This is the same response that we received previously. We are unable to refund the money and expect the customer to come into our location and pay. Many of these transactions, were over the phone. We have signed authorizations from the customers for each transaction.
We do not understand why we are being flagged as high risk. If it is because the transactions were manually entered, we did receive the square reader until [redacted], days after our account had been deactivated.
We are trying to resolve the issue, but the company refuses to provide us with a valid explanation as to why we were deactivated. Our response may be valid and the issue may be resolved if we could get an explanation.
Example: If the reason we were deactivated, stems from each transaction being manually entered;
1. We have signed authorizations for each transaction that we can provide.
2. We did not have a Square Reader until [redacted].
 
 
 
Sincerely,[redacted]

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Hi
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.
Thanks again for alerting us to this matter.

Square can confirm that these funds were directed to your linked bank. Please contact your bank, and speak with your branch’s manager or someone in your bank’s ACH department to help us locate these funds. If you are still having trouble locating these funds, feel free to reach out to Square...

directly. https://squareup.com/help/us/en

Please refer to the following email sent on October 27: 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.

Complaint: [redacted]I am rejecting this response because: when I log into my accou by there is no alert or notification  to submit documents to. I have already gone through that process and my account was deactivated after the review was complete. My email is [redacted]
 I still have no access to my funds.  Sincerely,[redacted]

Square can confirm that this payment was successfully sent and delivered to your linked debit card as a credit. These funds were not sent via ACH. Instead, Square credited your debit card via EFT. [Your bank should research these funds the same way you would research a debit card refund that...

didn’t credit to the account holder as expected. If you are still having trouble with locating the payment, feel free to reach out to Square directly to trace the payment. https://squareup.com/help/us/en

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.