Flick Enterprises Inc

Complaint: [redacted]I am rejecting this response because:  We have CALLED Square several times, always on hold, NOT able to talk with anyone.  We have tried logging into the webpage they send, filled out information, BUT are unable to send it back.  Each time we request help from them, we have to re-set passwords, have a new case number----Their preferred method of communication, "techno, computer driven, internet", has failed to work, and we cannot communicate with them.   We have tried "voice" communication, but that does not work.   Case still unresolved, money still in their hands.  We desire personal communication.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/27) */
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.

Please refer to the latest email correspondence sent by Square on [redacted]. Hello [redacted], Thanks for writing in. We understand that it can be frustrating to have your account deactivated. Unfortunately, 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. We apologize for any inconvenience this may cause, but our decision to deactivate your account is final.

Hello,
A chargeback was reported to Square by the sender's card-issuing bank on December 6.
A chargeback occurs when a cardholder contacts their bank and asks that a payment be reversed. When a cardholder initiates a payment dispute, the card issuer requires that the recipient return the funds for...

that payment to the sender. Square challenged the dispute with your sender’s bank, but unfortunately the bank has resolved the dispute in the sender’s favor. Because this resolution is final, Square no longer have rights within the credit card networks to continue challenging this payment dispute. If you do not agree with this outcome, you must resolve it directly with the sender.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me partially only because I have went through this exact process before with their resolution team and I have not been successful with them refunding the money to the customer.  I have received the same exact message in my email from their resolution team and up to now the customer is still not refunded.  I approved their message for them to confirm the refund and still nothing has processed despite the funds being in my square account and my bank account. Sincerely, [redacted]

Thank you for your patience while Square reviewed your account. Square is happy to inform you that Square has re-activated your account and funds due to you will be sent for deposit to your linked bank account tonight. Depending on your bank, you should see the funds in your account within 1-2...

business days. Moving forward, you will be able to continue processing your payments with Square. In order to ensure a secure purchasing environment, Square may periodically reach out to customers for additional information. Review our merchant protection guidelines and tips for safely accepting payment cards.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
 
This is not the sellers fault. It is squares fault because they never released the money to the seller so how could they possibly refunds me anything. The money remained in the account that square debited from my credit card.Sincerely,[redacted]

Initial Business Response /* (1000, 9, 2015/11/29) */
A member of Square's Legal Team have been in contact with you. The chargeback process as well as the relevant terms of Square's Seller Agreement were discussed during the phone call.

Hello, Square reviewed your Cash App account and reset your profile. This will allow normal use of the Cash app.

Initial Business Response /* (1000, 5, 2015/07/26) */
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.

Hello,
A chargeback occurs when a cardholder contacts their bank and asks that a payment be reversed. When a cardholder initiates a payment dispute, the card issuer requires that the recipient return the funds for that payment to the sender. Square challenged the dispute with your sender’s bank,...

but unfortunately the bank has resolved the dispute in the sender’s favor. Because this resolution is final, Square no longer have rights within the credit card networks to continue challenging this payment dispute. If you do not agree with this outcome, you must resolve it directly with the sender.
 
Please note Square reserves the right to recover funds for disputed transactions. Excessive disputes may lead to termination of services.To learn more, please visit Square’s Cash Terms of Service and Payment Terms.

Initial Business Response /* (1000, 5, 2015/10/28) */
Hello,
Upon further investigation, a member from Square's Compliance Team has been in communication with you regarding this matter.
A message sent to you on August 17, 2015 states: "In order to protect all Square customers, we must...

communicate directly with the owner of a particular account. Please direct the person who activated this account to contact us from the email address associated with this Square account, and we will be happy to assist them."
Unfortunately, for security purposes, Square cannot disclose further details on this account.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have been in communication with Square via the email associated with the account. We continue to get the same response - that their decision to deactivate our account is final. The decision cannot be reversed and they cannot provide additional details. In the meantime they continue to hold our funds for XXX - XXX days from the date of deactivation.
There is a severe lack of customer service associated with this Company. They do not provide you the opportunity to speak with them regarding their decision. Their email correspondence explains nothing. They continue to hold the money that is due to us. All consumers should be aware of this before dealing with this company.

Complaint: [redacted]I am rejecting this response because: I don't need phone support! I am just trying to give you back the reader that was never supposed to be sent to me. Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/11/05) */
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, 7, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Revdex.com as you can see from the businesses response, they never read my complaint and write a canned response. They are telling me that I can refund my customer within 60 days, had they read my complaint they would've known I'm way past the 60 day period.
I never agreed to changes in Square's Merchant User Agreements. I have not violated the terms of the merchant user agreement, other agreements with Square or Square policies, pose credit or fraud risk to Square, provided false incomplete, inaccurate information or engage in fraudulent or illegal conduct. I have done none of those things.
Your policy gives you the right to deactivate my account for any reason
But you have no right to hold my money unless I've done on of those things I've listed above. Please prove I did. I did not.
Please send me an instant deposit or immediate bank payment
Final Business Response /* (4000, 9, 2015/11/20) */
This complaint has been resolved as of 11/12/15. Square credited the $972.50 back to your account on 11/12/15. Please reference your latest email correspondence between you and Square with any questions.

Hello [redacted],Thanks for writing in. We understand that it can be frustrating to have your account deactivated. Unfortunately, our review found that we cannot support any Square accounts for you or your business.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 8/18/**, these funds will be released on 11/18/**.Depending on your bank’s policies, you should see these funds one to two business days after we release them to your linked bank account. You’ll receive an email as soon these funds have been sent to your bank.Please feel free to write in closer to that date and we can assist you regarding your funds.Thank you,LondonSquare Account Services

Complaint: [redacted]I am rejecting this response because:  Please read their response.  It is not even addressed to me and does not pertain to the problem.  [redacted]  She is aware of the problems with the response from Square.  What Square needs to do at this point is simply issue a check to me in the amount of $ [redacted].  That will completely resolve this issue once and for all.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/04) */
Hello,
Upon further investigation, a representative from Square's Account Services Team reached out to you on September 18, 2015. The messaged stated: "All holds have been removed and your deposit will be initiated per our normal deposit...

schedule. You will also receive a separate email indicating that the verification process has been completed."
If you have any further questions you may contact Square through 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.

At the current time Square does not have any updates. As soon as Square receives any updates from Square's engineers in regards to your case, you will be contacted directly regarding this issue.

Complaint: [redacted]I am rejecting this response because: there is no “pattern” of high risk transactions. I only used my Square POS reader one time to key in a customer’s debit card in the amount of $20 for crafts I was selling st a craft show.. this decision is unfair to me as I have done nothing wrong to warrant this. I have all your equipment sitting in my house unusable now, as a result, and I am unable to book [redacted] craft fairs this year without a merchant to process debit/credit card transactions. Square has done me a huge disservice and I am asking for higher escalation of this matter and your decision reversed to keep me as a customer.Sincerely,[redacted]