Flick Enterprises Inc

After communicating with you by email regarding these payments and conducting an investigation, Square sent you the following email on March 27:
 
"Hello,
This email is to inform you that we have made a final determination regarding your dispute notification.
Based on the facts of our...

investigation, no funds will be credited to your account as a result of this claim.
If you would like to further pursue this claim, you will need to contact the merchant directly.Should you have other questions regarding this claim or desire to view the documentation used to make this decision, please do not hesitate to contact us by responding to this email, or by phone at [redacted]We appreciate your patience as we completed the investigation into this matter."

Please refer to our last reply:
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."Article 27 further states that: "The amount of a transaction may be reversed or charged back to your Square Account (a "Chargeback") if the transaction (a) is disputed, (b) is reversed for any reason by the Network, our processor, or a Buyer or our financial institution, (c) was not authorized or we have any reason to believe that the transaction was not authorized, (d) is allegedly unlawful, suspicious, or in violation of the terms of this Agreement."Billing disputes can take up to 90 days to resolve, however, each timeline varies depending on the card-issuing bank.  Until Square receives official notification of the resolution, Square is unable to resolve the case.

Complaint: [redacted]I am rejecting this response because:I'm not satisfied with there response, it was ok to use them for a year with no problems now all of a sudden they have a problem Sincerely,[redacted]

Square 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. Square feels that keeping your transactions below...

$8,000.00 per customer would best shield your business from potential issues or disputes. Any credit card payment, despite the legitimacy of the charge and card holder, can be disputed. When a single account processes large amounts to a single card, this only increases the potential fallout should disputes arise. This process and decision has been proven to protect Square and its merchants.

Initial Business Response /* (1000, 5, 2015/08/01) */
Hello,
Upon further investigation, an email message was sent to you on July 13, 2015 with information regarding a pending verification form.
It appears you spoke with a member from Square's Account Services team on July 14, 2015 regarding...

the issue you have discussed.
If you have additional questions regarding the verification form please refer to the email on July 13, 2015 or reply directly to that email for further assistance.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On my account it would not allow me to pull up the further verification as well as the second account me and my business partner used through square we did all the verification and it still wanted to hold our money I stand by my first complaint we had to refuND all clients and charge through a real company
Final Business Response /* (4000, 9, 2015/08/18) */
Hello,
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."
Furthermore, an email message was sent to you on July 13, 2015 with information regarding a pending verification form and it appears you spoke with a member from Square's Account Services team on July 14, 2015 regarding the issue you have discussed. At this time the verification form is still pending completion.
If you have additional questions regarding the verification form please refer to the email on July 13, 2015 or reply directly to that email for further assistance.
Final Consumer Response /* (4200, 11, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried over and over again to verify it would not allow me to submit it my company is an llc 100% legit like I said before I would just like my complaint to stay up and now you are calling my company a fraudulent company I now have another gateway that actually works I do not need you anymore but I do want this to stick

Hello [redacted],We’re happy to report that after reviewing your Square account, we’ve returned your account to active status and resumed regular deposits to your linked bank account. Thank you for your patience and cooperation throughout this process. We understand it can be a frustrating experience...

and apologize for any inconvenience it may have caused.Depending on your bank’s policies, you should see your remaining Square balance in your linked bank account in one to two business days. If you have any questions about Square’s deposit schedule, please read this Support Center article.We value the security of your Square account, and the verification process helps us keep your account safe. Please note that you won’t have to go through this process after every transaction.Sincerely,Square Account Services

Hi Jason, Thanks for reaching out and for the patience. I reached out to a number of people here at Square and unfortunately the circumstances are still the same. We cannot credit money to you because you are not the activator on the account. It's Square's policy. There is nothing we can do to...

reverse the charges or transfer them to your account. I understand this is frustrating and I truly wish I could do more for you. I recommend trying to reach out to the clients and processing the payments under your own account. Again, I'm really sorry there isn't anything I can do but definitely email me if you have any questions or concerns. Take care,

Complaint:[redacted]I am rejecting this response because:Their response seems to have been an auto generated one, as it did not respond to my direct question. Furthermore, I am not disputing the funds that were with held as that has already been released.
We are in full compliance with both section 3 and 4 of payment terms. Their refusal to contact me and settle the matter is very disturbing.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/06) */
Hello,
Upon further investigation, I see that a representative from Square's Support team emailed you on June 20 with instructions so that they could locate the funds you have referenced. I see that a second email was sent on June 23...

regarding the same issue and a reply was sent to you on June 24 with instructions that ask for information to help the support team investigate the matter.
Please reply to the emails that were sent to you by Square regarding this matter.

Initial Business Response /* (1000, 5, 2016/01/28) */
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, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with the response. It says they can hold money for suspicious activity, I sent them all the correct information. I faxed my license, my bank statements and invoice. All that was ask of me I sent. The first time I used this company things went great, the second time, they decide to hold my money. I'm a hard working man I have a family to provide for and by holding up this money, its put me in a bad position. Furthermore they deactivated my account and I have more jobs that I had planned to use the square reader on. Not having this money had cause many difficulties and hardships being I'm having to spend and borrow money that I don't have, even causing me and my wife son strife. I would like them to just deposit my money in my bank account so I can provide for my family. I work hard I earned my money I deserve to get my money please help me this is a problem that is getting bigger daily, and in 90 days who knows how big a hole this will have me my wife and child in someone help don't let this company ruin lives like tho by holding money I will send any information needed I really want my money. Thankbyou
Final Business Response /* (4000, 22, 2016/03/29) */
Square has no new information to provide about this account. Please reply to the latest email correspondence from Square with any questions. As previously stated, the funds are due to be released on 4/12/16.
Final Consumer Response /* (2000, 24, 2016/03/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello,
Square sent you the following message on October 20;
Thanks for answering our questions. After taking a look at the information you gave us, we believe that this transaction is part of a stolen credit card scam and will very likely result in a chargeback. We strongly recommend that you...

cease contact with this customer and report them to your local authorities immediately. Until you refund this transaction, deposits to your bank account will be suspended.
We want to prevent you from having to deal with a chargeback dispute, so you’ll need to refund these payments as soon as possible. You’ll still be able to process transactions from other customers in the meantime."
Because the payment was not refunded, Square received notification of a dispute on October 24 of the transaction.
When a payment dispute is initiated by a cardholder, the cardholder’s bank requires that the full amount of the original payment to be returned to the card issuer, including the processing fees. This is why if a payment is disputed, you’ll see a hold for the full amount of the transaction – including the processing fees.The processing fees that Square charges when the payment is initially taken, go toward transferring funds from the customer’s credit card to your Square account. These fees are not related to the costs of contesting the dispute on your behalf. If the dispute is resolved in your favor, you will receive the full amount back, including the processing fees.
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On October 27, you completed a form with Square indicating that you would like to challenge the dispute. Square challenged this dispute with the cardholder’s issuing bank as requested, but the bank resolved the dispute in favor of the cardholder.

Complaint: [redacted]I am rejecting this response because:
This is the worst customer service I have ever experienced. Yet again, another generic email sent when I specifically requested to speak to someone regarding my account. I was tagged for "high risk" activity with my first 3 charges to my clients card. These charges are a set price and will not change. It will be continual for the duration of our business agreement. But I was never given the opportunity to explain this, because Square did not attempt to resolve the issue by emailing me asking for clarification, or calling me. All they did was send me generic emails. Square did not investigate with the card holder to determine if these were valid charges.
I would have hoped that being a new user and using their service, they would want to retain customers, and clarify or investigate further any "high risk activity". Also, if I really was trying to get away with something illegal or dishonest, I wouldn't be going through these extreme lengths to explain and still use their service.
Poor service, poor standards, poor procedures, poor product.Sincerely,[redacted]

Square has received the letters you sent in regarding the dispute. However, Square still requires confirmation from [redacted] in order to proceed. Square has reached out to [redacted] for confirmation. Once Square receives confirmation from [redacted], Square will reach out to you directly.

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

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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. Square is glad to have identified this scam...

before any funds were lost. These scams have potential to cause great harm to businesses, but Square is happy to have notified you in time. Square strongly recommends you cease contact with this customer and encourage you to report them to your local authorities. Please refund these payments as soon as possible. For more information on known credit card scams, please visit Protect Yourself from Scams and Fraud. To refund a payment, please log in to the Square Dashboard on a computer. 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." For more information about refunds, please see this Support Center article: 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.

Hi, Thanks for reaching out. So that I can look into this for you, I’ll need you to provide the following information: The email & phone number that was used to open the Square account
Once I receive this information, I’ll be able to investigate further

Complaint: [redacted]I am rejecting this response because:
Your company has completely lost my trust. I am not willing to continue to use your services and so you closing my account is of zero consequence to me.
However, according to several others who have written about their terrible experiences with your business practices on the internet, I am not willing to believe that sending a refund through your company will resolve this issue in a timely manner -
I have read through several internet sites that the only way to expedite a refund to my client is
1) report you to the Revdex.com and
2) to report this incident to the credit card company that was used for payment from my client to me for payment.
If your company was at all sincere in repairing your refund policy you may want to stop stealing money that does not belong to you. The money should clearly be held in an escrow account and so it is not so obvious that you are profiting off of the interest of the money you are holding due to "high risk". It would also make it less obvious that you are in effect enacting the very thing you pretend to be deterring - namely fraud.
Your unwillingness to communicate with me at a crucial time when you were holding my client's money is more than enough to justify my mistrust in your company. You made my client code inoperative so I could not phone you. You refused to answer my e-mails. And so now I do not believe ANYTHING you say or write.
Sincerely,[redacted]

Hi,Thanks for reaching out. So that I can look into this for you, I’ll need you to provide the following information:* Date of charge, I'm unable to find any transaction closet to the dollar amount you're stating. Please note you had a charge on 8/9 for $[redacted] which was declined  Once I...

receive this information, I’ll be able to investigate further. Thanks for your help!

Please refer to the latest correspondence sent by Square on 4/19/** 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 (https://squareup.com/subscriptions/r?ee=69e05b3604c8bef96138aa877d97037e06200f3...⇄ 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 (https://squareup.com/subscriptions/r?ee=90a84a73bb6b8fc4437e7b18659bf6339e55b98...⇄ 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

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access or monitor any material or information on any Square...

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