Complaint: [redacted] I am rejecting this response because:The bank did investigate and did reverse the charges and the very next day after the charges were reversed Square put the charges through again This complaint was not about any merchant in particular but someone other than me or my daughter opened an account using her routing and banking account number When I attempted to contact Square via telephone I was unable to speak with anyone because I didn'thave a customer code Sent Square an email and response Opened this complaint and still Square is not being responsive at all how do they expect to deal with fraud if at no time do they speak with or respond to consumers in good faith.Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ According to Square's Merchant User Agreement Article 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 youWe 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This may be their "legal" way of dealing with issues like this but just quoting to me that they can terminate any person at any time, is horrible customer serviceI did not violate any of their terms and they still will not call me or give me an explanationI still have not been able to collect the original funds from my customers so I am going on two weeks without being paidAt the very least, I want someone to call me and explain in person why I was terminated Final Consumer Response / [redacted] (3000, 13, 2016/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had an active accountThey terminated me so that they wouldn't have to talk to me on the phoneI think as long as I have an account I can access online and as long as they are holding funds, I would consider that active enough to provide phone support, or at least a live person to tell my why they terminated my account other than "see this section of the user agreement" which says they can terminate for no reason Final Business Response / [redacted] (4000, 15, 2016/02/10) */ Please refer to the email correspondence between you and Square from 1/8/The message states: "Currently phone support is only available for customers with an active Square accountFor more information regarding account terminations, please visit https://squareup.com/legal/uaWe understand that it can be frustrating to have your account deactivatedUnfortunately, our review found that we cannot support any Square accounts for you or your business."
Please know that Square is unable to process refunds on behalf of merchantsIf you have filed a dispute, Square will work directly with your bank once Square receives notification of the billing disputeSecurity is Square’s priorityIf you would like more information about the security of purchasing through Square please see Square’s privacy and security page
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 meSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: it's been about months now and last time checked months is way more than "business days"Sincerely, [redacted]
Hello [redacted] , Please refer to the following email sent on [redacted] 12:Square is sorry to inform you that Square is deactivating your accountWe reviewed your account and found a persistent pattern of transactions generally associated with high-risk activity.Square regrets that, starting today, you will no longer be able to process transactions using SquareDue to the unusual or high risk activity associated with your account, your outstanding Square balance will be reserved for up to days (but no less than days), unless circumstances require that Square extend this reserve periodIf you do not want Square to reserve your funds, you may refund the payment back to the cardholder account.Square Compliance TeamThis is a non-commercial message sent to you by Square, Inc.Email preferences: Please note that you may receive non-commercial email in accordance with your Square Seller Agreement, whether or not you elect to receive promotional email.FAQ: If you have any questions about Square, please see our help center at: https://squareup.com/helpPrivacy and security: Keeping your personal information secure is one of our most important responsibilitiesFor an explanation of how Square protects your personal information, please visit the Square website to read our Privacy Policy
Initial Business Response / [redacted] (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 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 youWe 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 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 ServicesAny 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 finalAny funds currently in your account will be held for days from the date of the deactivationIf you do not wish to wait the days, you may issue a refund at any time within days of the date of the transactionTo 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
Square is happy to report our engineers have successfully merged your accounts on March 25th with a corresponding response via email on the same dateYou’ll be able to see this the next time you sign in to the appYou may want to inform your friend you are now able to access these funds
Complaint: [redacted] I am rejecting this response because: I opened this square account several years ago, my sales email of [redacted] , no phone number was used or required to open the accountSincerely, [redacted]
So that Square can look into this for you, Square will need you to provide the following information: The email & phone number that was used to open the Square Cash accountOnce Square receives this information, Square will be able to investigate further
Complaint: [redacted] I am rejecting this response because: This is exactly why I am complainingSquare told my on [redacted] that my account is fine and I would receive my merchant paymentsBut I didn't receive the funds so I tried calling and emailing Square and receivedthe below response - Hello [redacted] , Thanks for writing inCurrently phone support is only available for customers with an active Square accountFor more information regarding account terminations, please see our Seller Agreement We understand that it can be frustrating to have your account deactivatedUnfortunately, 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 [redacted] days from the date of deactivation in order to offset any potential refunds or disputes from your customersSince your account was disabled on *** these funds will be released on *** Depending on your bank’s policies, you should see these funds one to two business days after we release them to your linked bank accountWe will notify you as soon as we deposit the funds If you don’t want to wait [redacted] days for your funds to be deposited, you may consider refunding the payments back to the original cards and seeking an alternate form of paymentPlease note that all refunds must be issued within [redacted] days of the original transaction date To refund a payment, please log in to the Square Dashboard from 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.” It usually takes two to seven days for refunded payments to get credited back to the original payment cardThe full purchase amount, including the fees, is always returned to your customer We apologize for any inconvenience this may cause, but our decision to deactivate your account is final Thanks, [redacted] Square Account Services ref:_**DE*Y7ru._5***LiR3gM:ref Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/25) */ Hello, Upon further investigation, a member from Square's Support team reached out to you regarding this matterThe message sent to you states: "I've checked back in with our engineers and there's no way for them to decrypt the file to process the payments, so you'll have to contact your customers to reprocess the payments as they have not been charged at this point." If you have additional questions about your Square account, Square recommends searching the online Help Center, found at: squareup.com/help Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why can the payments not be processed? They were not processed to begin withI was told that it was because the cards were declined, but that is not true, they were not processed to begin with Obviously there was a glitch on square's endI did what I was supposed to do Square is a service to process credit cards and that is all I want them to doIf there was enough info on that report to process the payments to begin with I don't understand why there is not now Final Consumer Response / [redacted] (3000, 13, 2015/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) What is wrong with you? The response is NOT trueThe payments were NOT taken on AugThe payments were NOT declinedSquare has not even attempted to process the payments even though I sent in the necessary paperworkPlease give me a logical and TRUE explanation of why the payments can not be proccessedThis is getting old Final Business Response / [redacted] (4000, 15, 2015/11/20) */ A member from Square's Support team reached out to you regarding this matterThe message sent to you states: "I've checked back in with our engineers and there's no way for them to decrypt the file to process the payments, so you'll have to contact your customers to reprocess the payments as they have not been charged at this point." If you have further questions regarding this matter, please reply directly to the last email that was sent to you by the Square Support representative
(The consumer indicated he/she DID NOT accept the response from the business.)again just closing my account and saying this isn't final without actually giving a valid reason and telling me my customers committed fraud and then accusing me of committing fraud and then closing my account without giving me a reason still doesn't explain anythingthat's why people complain about Square
Hello, Square's Compliance team sent you the following email on February 19, regarding your account and pending deposit; "Thank you for your patience with our account review inquiryWe periodically review account activity on the Square system to ensure a secure experience for all our customers We are happy to inform you that we have completed our review of your account and have removed the deferred payout status on your accountIf your account has a pending deposit, your funds will be deposited within 1-business days.As each bank has its own deposit processing procedures, some banks will reflect the deposit within twenty-four hours, while other banks may take longerMost banks do not process deposits during weekends and holidays Visit the Square Help Center to learn more about deposits: [redacted] Thank you for your cooperation.Sincerely, Square Compliance Team"
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 daysPlease note that your account status remains unchanged.We appreciate your patience and apologize again for any inconvenience this may have caused.Sincerely,
Hello ***, Thank you for reaching out.Looking at the bank online portal the payment dispute is still showing to be active with your sender's bank. Looking at the attached files they don't clearly show that your sender's bank has cancelled the payment dispute on this transaction. If... a dispute cancellation letter cannot be obtained from your customer’s bank, please provide a copy of your customer’s bank statement. The statement must show the following:the original charge, the provisional credit and the proceeding debit applied to the credit card following the cancellation of the disputePlease ensure the statement displays the card holder name and last four digits of the payment card.If you receive a copy of your customers statement as outlined above, please reply directly to this email with it attached in either PDF or JPG format. If we are able to determine the case has been officially canceled, we will be happy to close the dispute for you. [redacted] Square Disputes
Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ Square credited the deposits back to your account between 12/14/15 to 12/17/15. Please reference your latest email correspondence between you and Square with any questions. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/24) */ Resolved
Please refer to the email that was sent to you 5/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 daysPlease 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
Square checked the account number you provided against their records and Square can confirm that the deposit was sent to the [redacted] account associated with your Square account.Square can’t track the deposit any further on their end, but you can locate the deposit by speaking with your branch’s manager or someone in your bank’s ACH departmentIn cases like this, Square most frequently finds that the bank may have misrouted or diverted the funds upon receiptIn order to determine conclusively where the funds were routed to, you will need to have them conduct an “ACH trace” on the depositJust so you know, most bank personnel do not have this ability, so it’s really important you talk to the right person
Complaint: [redacted] I am rejecting this response because:The bank did investigate and did reverse the charges and the very next day after the charges were reversed Square put the charges through again This complaint was not about any merchant in particular but someone other than me or my daughter opened an account using her routing and banking account number When I attempted to contact Square via telephone I was unable to speak with anyone because I didn'thave a customer code Sent Square an email and response Opened this complaint and still Square is not being responsive at all how do they expect to deal with fraud if at no time do they speak with or respond to consumers in good faith.Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ According to Square's Merchant User Agreement Article 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 youWe 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 Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This may be their "legal" way of dealing with issues like this but just quoting to me that they can terminate any person at any time, is horrible customer serviceI did not violate any of their terms and they still will not call me or give me an explanationI still have not been able to collect the original funds from my customers so I am going on two weeks without being paidAt the very least, I want someone to call me and explain in person why I was terminated Final Consumer Response / [redacted] (3000, 13, 2016/02/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had an active accountThey terminated me so that they wouldn't have to talk to me on the phoneI think as long as I have an account I can access online and as long as they are holding funds, I would consider that active enough to provide phone support, or at least a live person to tell my why they terminated my account other than "see this section of the user agreement" which says they can terminate for no reason Final Business Response / [redacted] (4000, 15, 2016/02/10) */ Please refer to the email correspondence between you and Square from 1/8/The message states: "Currently phone support is only available for customers with an active Square accountFor more information regarding account terminations, please visit https://squareup.com/legal/uaWe understand that it can be frustrating to have your account deactivatedUnfortunately, our review found that we cannot support any Square accounts for you or your business."
Please know that Square is unable to process refunds on behalf of merchantsIf you have filed a dispute, Square will work directly with your bank once Square receives notification of the billing disputeSecurity is Square’s priorityIf you would like more information about the security of purchasing through Square please see Square’s privacy and security page
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 meSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: it's been about months now and last time checked months is way more than "business days"Sincerely, [redacted]
Square able to void this transaction and the funds are now available in your Cash App balance
Hello [redacted] , Please refer to the following email sent on [redacted] 12:Square is sorry to inform you that Square is deactivating your accountWe reviewed your account and found a persistent pattern of transactions generally associated with high-risk activity.Square regrets that, starting today, you will no longer be able to process transactions using SquareDue to the unusual or high risk activity associated with your account, your outstanding Square balance will be reserved for up to days (but no less than days), unless circumstances require that Square extend this reserve periodIf you do not want Square to reserve your funds, you may refund the payment back to the cardholder account.Square Compliance TeamThis is a non-commercial message sent to you by Square, Inc.Email preferences: Please note that you may receive non-commercial email in accordance with your Square Seller Agreement, whether or not you elect to receive promotional email.FAQ: If you have any questions about Square, please see our help center at: https://squareup.com/helpPrivacy and security: Keeping your personal information secure is one of our most important responsibilitiesFor an explanation of how Square protects your personal information, please visit the Square website to read our Privacy Policy
Initial Business Response / [redacted] (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 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 youWe 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 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 ServicesAny 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 finalAny funds currently in your account will be held for days from the date of the deactivationIf you do not wish to wait the days, you may issue a refund at any time within days of the date of the transactionTo 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
Square is happy to report our engineers have successfully merged your accounts on March 25th with a corresponding response via email on the same dateYou’ll be able to see this the next time you sign in to the appYou may want to inform your friend you are now able to access these funds
Complaint: [redacted] I am rejecting this response because: I opened this square account several years ago, my sales email of [redacted] , no phone number was used or required to open the accountSincerely, [redacted]
So that Square can look into this for you, Square will need you to provide the following information: The email & phone number that was used to open the Square Cash accountOnce Square receives this information, Square will be able to investigate further
Complaint: [redacted] I am rejecting this response because: This is exactly why I am complainingSquare told my on [redacted] that my account is fine and I would receive my merchant paymentsBut I didn't receive the funds so I tried calling and emailing Square and receivedthe below response - Hello [redacted] , Thanks for writing inCurrently phone support is only available for customers with an active Square accountFor more information regarding account terminations, please see our Seller Agreement We understand that it can be frustrating to have your account deactivatedUnfortunately, 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 [redacted] days from the date of deactivation in order to offset any potential refunds or disputes from your customersSince your account was disabled on *** these funds will be released on *** Depending on your bank’s policies, you should see these funds one to two business days after we release them to your linked bank accountWe will notify you as soon as we deposit the funds If you don’t want to wait [redacted] days for your funds to be deposited, you may consider refunding the payments back to the original cards and seeking an alternate form of paymentPlease note that all refunds must be issued within [redacted] days of the original transaction date To refund a payment, please log in to the Square Dashboard from 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.” It usually takes two to seven days for refunded payments to get credited back to the original payment cardThe full purchase amount, including the fees, is always returned to your customer We apologize for any inconvenience this may cause, but our decision to deactivate your account is final Thanks, [redacted] Square Account Services ref:_**DE*Y7ru._5***LiR3gM:ref Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2015/10/25) */ Hello, Upon further investigation, a member from Square's Support team reached out to you regarding this matterThe message sent to you states: "I've checked back in with our engineers and there's no way for them to decrypt the file to process the payments, so you'll have to contact your customers to reprocess the payments as they have not been charged at this point." If you have additional questions about your Square account, Square recommends searching the online Help Center, found at: squareup.com/help Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why can the payments not be processed? They were not processed to begin withI was told that it was because the cards were declined, but that is not true, they were not processed to begin with Obviously there was a glitch on square's endI did what I was supposed to do Square is a service to process credit cards and that is all I want them to doIf there was enough info on that report to process the payments to begin with I don't understand why there is not now Final Consumer Response / [redacted] (3000, 13, 2015/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) What is wrong with you? The response is NOT trueThe payments were NOT taken on AugThe payments were NOT declinedSquare has not even attempted to process the payments even though I sent in the necessary paperworkPlease give me a logical and TRUE explanation of why the payments can not be proccessedThis is getting old Final Business Response / [redacted] (4000, 15, 2015/11/20) */ A member from Square's Support team reached out to you regarding this matterThe message sent to you states: "I've checked back in with our engineers and there's no way for them to decrypt the file to process the payments, so you'll have to contact your customers to reprocess the payments as they have not been charged at this point." If you have further questions regarding this matter, please reply directly to the last email that was sent to you by the Square Support representative
(The consumer indicated he/she DID NOT accept the response from the business.)again just closing my account and saying this isn't final without actually giving a valid reason and telling me my customers committed fraud and then accusing me of committing fraud and then closing my account without giving me a reason still doesn't explain anythingthat's why people complain about Square
Hello, Square's Compliance team sent you the following email on February 19, regarding your account and pending deposit; "Thank you for your patience with our account review inquiryWe periodically review account activity on the Square system to ensure a secure experience for all our customers We are happy to inform you that we have completed our review of your account and have removed the deferred payout status on your accountIf your account has a pending deposit, your funds will be deposited within 1-business days.As each bank has its own deposit processing procedures, some banks will reflect the deposit within twenty-four hours, while other banks may take longerMost banks do not process deposits during weekends and holidays Visit the Square Help Center to learn more about deposits: [redacted] Thank you for your cooperation.Sincerely, Square Compliance Team"
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 daysPlease note that your account status remains unchanged.We appreciate your patience and apologize again for any inconvenience this may have caused.Sincerely,
Hello ***, Thank you for reaching out.Looking at the bank online portal the payment dispute is still showing to be active with your sender's bank. Looking at the attached files they don't clearly show that your sender's bank has cancelled the payment dispute on this transaction. If... a dispute cancellation letter cannot be obtained from your customer’s bank, please provide a copy of your customer’s bank statement. The statement must show the following:the original charge, the provisional credit and the proceeding debit applied to the credit card following the cancellation of the disputePlease ensure the statement displays the card holder name and last four digits of the payment card.If you receive a copy of your customers statement as outlined above, please reply directly to this email with it attached in either PDF or JPG format. If we are able to determine the case has been officially canceled, we will be happy to close the dispute for you. [redacted] Square Disputes
Initial Business Response / [redacted] (1000, 5, 2015/12/23) */ Square credited the deposits back to your account between 12/14/15 to 12/17/15. Please reference your latest email correspondence between you and Square with any questions. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/24) */ Resolved
Please refer to the email that was sent to you 5/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 daysPlease 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
Square checked the account number you provided against their records and Square can confirm that the deposit was sent to the [redacted] account associated with your Square account.Square can’t track the deposit any further on their end, but you can locate the deposit by speaking with your branch’s manager or someone in your bank’s ACH departmentIn cases like this, Square most frequently finds that the bank may have misrouted or diverted the funds upon receiptIn order to determine conclusively where the funds were routed to, you will need to have them conduct an “ACH trace” on the depositJust so you know, most bank personnel do not have this ability, so it’s really important you talk to the right person