Complaint: [redacted] I am rejecting this response because:It is a bull [redacted] answer, I only use square at my trade shows and have a different merchant service for my store I do not sell firearm parts at the trade shows only LE tactical equipment so there for I am not in any violation of there policySincerely, [redacted]
Square is currently experiencing higher than email volumeSquare can certainly help with thisIf you haven’t already, go ahead and create a new account associated with your new phone number or email addressOnce you’ve linked your debit card to that account, please correspond with Square directly via email and they can assist you in merging your accounts
Square has checked with it's engineers and confirmed Auto Cash Out was turned on and a U.SBank card was linked at the time of the paymentUnfortunately, Square is not able to initiate disputes with a customer's bank on their behalfAdditionally, as a financial institution, Square has strict banking regulations that Square must adhere to, so Square cannot make unauthorized debits to a user's account without the appropriate avenues having been takenWhen receiving funds, it is the user's responsibility to ensure that they have checked their settings before funds are sentSince these funds have been successfully delivered to this bank and because Square cannot make an unauthorized debit to their account, you will need to have the sender work with their bank directly on initiating a dispute
Hello, Square attempted to contact you on October regarding some unusual activity in your accountBecause the nature of this activity is personal to you, Square will contact you directly as soon as possible to resolve this issue Square apologizes for any inconvenience this may have caused
Allow me to clarify: Your friend has two Cash accounts with two different bank accounts linkedFor ex: Cash Account #has bank A attached and Cash Account #has bank B attachedYou sent two payments, one was sent to Account #and the other to Account #You can confirm this with your transaction historyTo view your transaction history in the Cash app:Tap the clock icon in the top-right corner of the screenTap on a name to view your activity with this personTo see specific payment details, tap a payment.I do not see any error message of the funds not being paid out, they were both successful
Complaint: [redacted] I am rejecting this response because: I Want My Money Now, There Is No Valid Reason For Square To Hold The $ [redacted] I Processed With Them For DaysSquare's Policies Are Dense And Makes Absolutely No SenseThis Entire Transaction Could Have Been Avoided If Square Would Have Screened Me And My Business Before Allowing Me To Sign Up And Process TransactionsSquare Says Activity On My Account Is Associated With High Risk, But I Have All The Proper Documentation Including An Electronically Signed Credit Card Authorization Form From My Client To Process The TransactionSquare Could Have Even Contacted My Client To Make Sure That They Are Approving The Transaction, Instead The People At Square Apparently Sit Around And Decide To Cancel Peoples Merchant Services Because They Feel Like It, Which Is Unfair.Sincerely, [redacted]
Please refer to the latest email correspondence sent by Square on 5/19/**Hi ***,I took a deeper look into this and I do see where you are coming fromI don’t believe this $ [redacted] is for your refund because that was sent back to the customer immediately.I looked back through some of your recent case history and I see that you also had a request for a refund of a subscription fee for Square AppointmentsI do see that this was refunded and deposited into your account on 5/5/[redacted] (probably in bank account 5/6/20**).When the supporter refunded your subscription fee, she actually refunded your April fee, rather than the May fee that you wrote in aboutSo the May fee was still attempted to be debit and thus taken from your instant deposit, but overall It appears that things even out, just that you had a different subscription fee refunded to you than you were expecting.Did that all make sense? Let me know if you have any other questions or concernsI am happy to help.Cheers,
Complaint: [redacted] I am rejecting this response because:This is the same letter they sent to me that I rejected the first time It is a form letter that goes out and doesn't tell you haw you can receive your money that they are holding You are not able to talk to a live person and when you email customer support, they send this same letter to you We need to either get our money released or speak with someone who has authority in this matterSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: They refused to answer me personally and they held my money illegallyI accepted they did not want to do business with me - although all of my business is LEGAL as proven by a lawyer Their condescending messages via email were outright discriminatory I have my money finally - but only after an attorney threatened them Their response is bogus and I would like them to stop sending me harassing email messagesSincerely,Kelly [redacted]
Complaint: [redacted] I am rejecting this response because:Again, we are not getting to the root issue My account was supposed to be unlocked quite a while back The account is linked and verified and there is no way to do it again as the only option is to delete all the verified info and reverify, which I will not do as we no longer have business except you giving my customers what you owe I had over $in there, I processed nearly $in refunds, yet my balance is negative $AND all of the refunds have been denied...that makes NO SENSE! I was never asked to relink and that is just ridiculous as it IS linked and verified and you magically were making deposits up until the day your company decided they didn't want my business Look at all of these complaints...obviously there are issues not being resolved Again, your company will have to deal with the chargebacks and I will have to deal with negative publicity due to your company's lack of responsiveness If someone would actually take a phone call or answer an email this could have all been resolved, but I have not had single emailed returned EVER from Square in nearly a year of trying I am not "allowed" to call as I cannot get a code because my account is inactive This is no way to try to run a business Sincerely,Allison ***
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Hello, Upon further investigation, upon signup, merchants are automatically enrolled in standard pricingThe pricing is the following: 2.75% for swiped card transactions, dipped chip card transactions, paid Square Invoices, and online orders 3.5% + 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 assistanceSquare's Support Team currently only communicates via email in order to maintain an accurate record of all correspondence and best explain policies and proceduresSquare strives to respond to all inquiries within hoursIf 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
Please refer to https://squareup.com/help/us/en/article/3896-link-and-edit-your-bank-accountFail...⇄ Bank Account VerificationIf your bank account verification failed, you’ll see an alert in your dashboard in the Bank Accounts sectionThere are a few scenari [redacted] that can cause your bank verification to fail:Non-transactional Bank AccountSquare doesn't support non-transactional bank accounts – they don't allow funds to be debitedSquare must be able to credit and debit funds from your account, in the event of a chargeback or refund.Bank Account TypoTyp [redacted] in your routing or account number can cause bank verification to failDouble check your account information and carefully re-enter itYou may need to contact your bank to confirm your routing and account numbersInsufficient FundsTo verify your bank account, Square will dep**it and withdraw ¢centsSometimes this dep**it and withdrawal may process simultaneouslyYou'll need at least $in your bank account before you begin the verification processIf your verification has failed due to insufficient funds, make sure you have at least $in your account and re-enter your account information
Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted] , They have asked for my email and phone to further investigate my complainI need this issue resolve as quickly as you can ASAPTo further prevent IRS penalties please EMAIL [redacted] MY PHONE NUMBER [redacted] Sincerely, Relief Relief
Please refer to the following email sent on [redacted] 30: Hello, Square is sorry to inform you that Square is deactivating your accountSquare's Account Services team reviewed your account and found a pattern of transactions associated with high-risk activityFor further information about our policies, you can review section of the Square Payment TermsSquare regrets to inform you that, starting today, you will no longer be able to process transactions using SquareAny funds currently in your account will be held for days before being released to your linked bank accountIf 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 days of the original paymentTo process a refund, log in to the Square dashboardUse the date selector tool to locate the specific paymentClick 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 finalDue 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
Hello,Thanks for reaching outOnce the days have passed and there have been no excessive Chargebacks on your account, funds will be released in days.If you do not wish to wait for the day timeframe, you can definitely refund the payments and collect them by another means.Sincerely,
Complaint: [redacted] I am rejecting this response because: Square had previously associated my account with another merchant's account That merchant had bad charges on my account After a lengthy back and forth with Square they admitted that the other merchant's transactions were put on my account Lee at Square advised me to open another account, the one in this complaint, and all would be well Following Square's instruction, I opened another account and they verified it as valid I started to process transactions on my new account and everything was going well until I tried to have the funds deposited into my account I believe they have mistaken my "hacked" account with my new account There have been no complaints from my customers concerning charges In fact, they have left very complimentary comments pertaining to their transactions on my new account I would like Square to contact me It seems they are only taking a cursory look at the situation and not fully understanding the history of their mistake on my old account.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: this response does not answer my question Neither my husband nor I have ever given out our email address when making a purchase with this credit card at a commercial establishmentAnd we would have no way of knowing whether Square, Incis involved in any on-line transaction We want to know how our email address was obtained and we want to ensure that we do not receive similar emails in the future.Sincerely, [redacted]
Hello, Square's Account Services team has reviewed your account and as a result, you will no longer be able to send or receive payments with Cash AppTo learn more, please visit Square’s Cash Terms of Service and Payment Terms
Complaint: [redacted] I am rejecting this response because:It is a bull [redacted] answer, I only use square at my trade shows and have a different merchant service for my store I do not sell firearm parts at the trade shows only LE tactical equipment so there for I am not in any violation of there policySincerely, [redacted]
Square is currently experiencing higher than email volumeSquare can certainly help with thisIf you haven’t already, go ahead and create a new account associated with your new phone number or email addressOnce you’ve linked your debit card to that account, please correspond with Square directly via email and they can assist you in merging your accounts
Square has checked with it's engineers and confirmed Auto Cash Out was turned on and a U.SBank card was linked at the time of the paymentUnfortunately, Square is not able to initiate disputes with a customer's bank on their behalfAdditionally, as a financial institution, Square has strict banking regulations that Square must adhere to, so Square cannot make unauthorized debits to a user's account without the appropriate avenues having been takenWhen receiving funds, it is the user's responsibility to ensure that they have checked their settings before funds are sentSince these funds have been successfully delivered to this bank and because Square cannot make an unauthorized debit to their account, you will need to have the sender work with their bank directly on initiating a dispute
Hello, Square attempted to contact you on October regarding some unusual activity in your accountBecause the nature of this activity is personal to you, Square will contact you directly as soon as possible to resolve this issue Square apologizes for any inconvenience this may have caused
Allow me to clarify: Your friend has two Cash accounts with two different bank accounts linkedFor ex: Cash Account #has bank A attached and Cash Account #has bank B attachedYou sent two payments, one was sent to Account #and the other to Account #You can confirm this with your transaction historyTo view your transaction history in the Cash app:Tap the clock icon in the top-right corner of the screenTap on a name to view your activity with this personTo see specific payment details, tap a payment.I do not see any error message of the funds not being paid out, they were both successful
Complaint: [redacted] I am rejecting this response because: I Want My Money Now, There Is No Valid Reason For Square To Hold The $ [redacted] I Processed With Them For DaysSquare's Policies Are Dense And Makes Absolutely No SenseThis Entire Transaction Could Have Been Avoided If Square Would Have Screened Me And My Business Before Allowing Me To Sign Up And Process TransactionsSquare Says Activity On My Account Is Associated With High Risk, But I Have All The Proper Documentation Including An Electronically Signed Credit Card Authorization Form From My Client To Process The TransactionSquare Could Have Even Contacted My Client To Make Sure That They Are Approving The Transaction, Instead The People At Square Apparently Sit Around And Decide To Cancel Peoples Merchant Services Because They Feel Like It, Which Is Unfair.Sincerely, [redacted]
Please refer to the latest email correspondence sent by Square on 5/19/**Hi ***,I took a deeper look into this and I do see where you are coming fromI don’t believe this $ [redacted] is for your refund because that was sent back to the customer immediately.I looked back through some of your recent case history and I see that you also had a request for a refund of a subscription fee for Square AppointmentsI do see that this was refunded and deposited into your account on 5/5/[redacted] (probably in bank account 5/6/20**).When the supporter refunded your subscription fee, she actually refunded your April fee, rather than the May fee that you wrote in aboutSo the May fee was still attempted to be debit and thus taken from your instant deposit, but overall It appears that things even out, just that you had a different subscription fee refunded to you than you were expecting.Did that all make sense? Let me know if you have any other questions or concernsI am happy to help.Cheers,
Complaint: [redacted] I am rejecting this response because:This is the same letter they sent to me that I rejected the first time It is a form letter that goes out and doesn't tell you haw you can receive your money that they are holding You are not able to talk to a live person and when you email customer support, they send this same letter to you We need to either get our money released or speak with someone who has authority in this matterSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: They refused to answer me personally and they held my money illegallyI accepted they did not want to do business with me - although all of my business is LEGAL as proven by a lawyer Their condescending messages via email were outright discriminatory I have my money finally - but only after an attorney threatened them Their response is bogus and I would like them to stop sending me harassing email messagesSincerely,Kelly [redacted]
Complaint: [redacted] I am rejecting this response because:Again, we are not getting to the root issue My account was supposed to be unlocked quite a while back The account is linked and verified and there is no way to do it again as the only option is to delete all the verified info and reverify, which I will not do as we no longer have business except you giving my customers what you owe I had over $in there, I processed nearly $in refunds, yet my balance is negative $AND all of the refunds have been denied...that makes NO SENSE! I was never asked to relink and that is just ridiculous as it IS linked and verified and you magically were making deposits up until the day your company decided they didn't want my business Look at all of these complaints...obviously there are issues not being resolved Again, your company will have to deal with the chargebacks and I will have to deal with negative publicity due to your company's lack of responsiveness If someone would actually take a phone call or answer an email this could have all been resolved, but I have not had single emailed returned EVER from Square in nearly a year of trying I am not "allowed" to call as I cannot get a code because my account is inactive This is no way to try to run a business Sincerely,Allison ***
Initial Business Response / [redacted] (1000, 5, 2015/09/28) */ Hello, Upon further investigation, upon signup, merchants are automatically enrolled in standard pricingThe pricing is the following: 2.75% for swiped card transactions, dipped chip card transactions, paid Square Invoices, and online orders 3.5% + 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 assistanceSquare's Support Team currently only communicates via email in order to maintain an accurate record of all correspondence and best explain policies and proceduresSquare strives to respond to all inquiries within hoursIf 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
Please refer to https://squareup.com/help/us/en/article/3896-link-and-edit-your-bank-accountFail...⇄ Bank Account VerificationIf your bank account verification failed, you’ll see an alert in your dashboard in the Bank Accounts sectionThere are a few scenari [redacted] that can cause your bank verification to fail:Non-transactional Bank AccountSquare doesn't support non-transactional bank accounts – they don't allow funds to be debitedSquare must be able to credit and debit funds from your account, in the event of a chargeback or refund.Bank Account TypoTyp [redacted] in your routing or account number can cause bank verification to failDouble check your account information and carefully re-enter itYou may need to contact your bank to confirm your routing and account numbersInsufficient FundsTo verify your bank account, Square will dep**it and withdraw ¢centsSometimes this dep**it and withdrawal may process simultaneouslyYou'll need at least $in your bank account before you begin the verification processIf your verification has failed due to insufficient funds, make sure you have at least $in your account and re-enter your account information
A refund in the amount of $was issued back to the Visa on 3/5/at 4:36pm ESTYou would need to follow up with your card for a time frame
Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted] , They have asked for my email and phone to further investigate my complainI need this issue resolve as quickly as you can ASAPTo further prevent IRS penalties please EMAIL [redacted] MY PHONE NUMBER [redacted] Sincerely, Relief Relief
Please refer to the following email sent on [redacted] 30: Hello, Square is sorry to inform you that Square is deactivating your accountSquare's Account Services team reviewed your account and found a pattern of transactions associated with high-risk activityFor further information about our policies, you can review section of the Square Payment TermsSquare regrets to inform you that, starting today, you will no longer be able to process transactions using SquareAny funds currently in your account will be held for days before being released to your linked bank accountIf 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 days of the original paymentTo process a refund, log in to the Square dashboardUse the date selector tool to locate the specific paymentClick 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 finalDue 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:advertising.Sincerely, [redacted]
Hello,Thanks for reaching outOnce the days have passed and there have been no excessive Chargebacks on your account, funds will be released in days.If you do not wish to wait for the day timeframe, you can definitely refund the payments and collect them by another means.Sincerely,
Complaint: [redacted] I am rejecting this response because: Square had previously associated my account with another merchant's account That merchant had bad charges on my account After a lengthy back and forth with Square they admitted that the other merchant's transactions were put on my account Lee at Square advised me to open another account, the one in this complaint, and all would be well Following Square's instruction, I opened another account and they verified it as valid I started to process transactions on my new account and everything was going well until I tried to have the funds deposited into my account I believe they have mistaken my "hacked" account with my new account There have been no complaints from my customers concerning charges In fact, they have left very complimentary comments pertaining to their transactions on my new account I would like Square to contact me It seems they are only taking a cursory look at the situation and not fully understanding the history of their mistake on my old account.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: this response does not answer my question Neither my husband nor I have ever given out our email address when making a purchase with this credit card at a commercial establishmentAnd we would have no way of knowing whether Square, Incis involved in any on-line transaction We want to know how our email address was obtained and we want to ensure that we do not receive similar emails in the future.Sincerely, [redacted]
Hello, Square's Account Services team has reviewed your account and as a result, you will no longer be able to send or receive payments with Cash AppTo learn more, please visit Square’s Cash Terms of Service and Payment Terms