Square, Inc.

Unfortunately, we did not read the Revdex.com complaints before signing up with these ***Same drillStarted off on a positive note but now we are dealing with the same nonsense the other complainants refer toNo customer serviceCannot reach anyone by phone to straighten out the accountThe vendor is holding onto $10,of our money for no apparent reason beyond corruption of the systemit looks like Square is a big Ponzi schemeDONT WASTE YOUR TIME OR MONEY!!!!!!

Square is a terribly run company with absolutely no professionalismThey are holding over $15,CAD from me that has lost me clientele and damaged my business by preventing me from making ordersThey refuse to answer any of my phone calls, emails, or *** messagesAfter being avoided constantly while holding my money, I reached out with multiple *** comments which they promptly deleted and blocked me from commenting furtherThey are presently holding my money hostage and avoiding my phone calls and emails still

Complaint: ***I am
rejecting this response because:
I HAVE DONE EVERYTHING YOU SUGGESTEDThis must be a canned response that Square gives to the victimsMy bank has tried to deliver the information on my behalf and Square told them to contact the authoritiesWell I have contacted the authorities and filed several police reportsAND SQUARE REFUSES TO INVESTIGATE WRITTEN AND VERBAL CLAIMS AGAINST THIS VENDORYou have a serious loop hole in your systemYou allow a know criminal to use your product to defraud law abiding citizensWhen the complaint is filed and DOCUMENTED PROOF is supplied to Square, YOU DO NOTHING! I know for a fact that *** *** *** is still using your product to collect money and never produce the servicesHE'S ADVERTISING FOR GODS SAKE! And I know that you CONTINUE TO DEFEND this criminal by saying that there is nothing that square can doAll I ask is that you suspend his account, all other reputable credit card processors have banned him (Paypal etc.), but Square will notI need to know why you support this criminal behavior? I will be sending a letter to my State Congressman and I will be contacting an attorney to file a class action law suit because I can't be the only person you have refused to help
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/02/12) */
Square's Account Services team has spoken to you about this issuePlease refer to the latest email sent by Square on 2/5/with any additional questions or concerns
Initial Consumer Rebuttal /* (2000, 7, 2016/02/17)
*/
(The consumer indicated he/she ACCEPTED the response from the business.)

This is a copy of part of the letter I wrote to Square Corporate Offices after they deactivated me after I had attempted to fix a problem for a few months What an awful company...my advice just stay away!
Roughly 2-months ago, Square notified me that what the IRS had on file for me in regards to my TIN did not match what Square had on file This was most likely because I had gotten my original TIN from the State of NJ, and then my permanent one from the IRS a few months later I tried countless times to change the information in my dashboard by myself, but it would never save Then after about a month, I received an email stating I was getting a W-in the mail and I was to fill it out and send it back to Square right away I did just that As soon as the paperwork arrived I filled it out, attached all the IRS paperwork I had on file, and mailed it right inThen maybe a week or so later I start getting emails from Square stating they are going to deactivate me if I don’t fill out a W-and send it in So I called and spoke to someone and she said that she was contacting the tax department at Square and that she was going to “remember” my situation and do everything in her power to make sure I was not deactivated So a few days go by and I hear nothing from Square I call again and no one calls me back, and as I am waiting for a response from Square I am getting email after email from Square stating they are disconnecting me on 12/10/ So I email Square and I get a response back from a person named “***” and she tells me that I is going to take a few days for my tax documents to upload in they’re systemNow I figured that Square had the paperwork I filled out and that I wouldn’t be deactivated if they were waiting for it to upload However, yesterday Square disconnected me – days before Christmas! I tried calling but they cut me off so I couldn’t get a pin number that I needed to talk to an actual person So I emailed Square – times – and got nothing back Knowing I needed something for my store and online store to get through the day, I activated PayPal on my website and called PayPal Here and they had me up and running in minutesI continued to email Square and got nothing back Then this afternoon – more than hours after I was deactivated, I got an email from “***” and she told me to “upload a W-from this IRS link and mail it back and we will reactivate you in 1-business days after receiving it”I was in the car at the time with my husband and all we could do was laugh at the stupidity of the individual who wrote me that email I FILLED OUT A W-AND MAILED IT INTO SQUARE CLOSE TO TWO MONTHS AGO…I HAD CUSTOMER SUPPORT TELLING ME THEY COULDN’T FIGURE OUT WHY MY INFORMATION WASN’T SAVING AND THAT THEY WERE STAYING ON TOP OF IT! THEN YOU DEACTIVATE ME AND A REPRESENTATIVE HAS THE AUDACITY TO SEND ME AN EMAIL INSTRUCTING ME TO DO SOMETHING I DID MONTHS AGO?
I can honestly say that I am at a loss for where to go from here I have never in my life experienced such unorganized, backwards, and downright awful customer service Square deactivated me during my busiest time of year!! If it weren’t for PayPal, I would have lost business due to Square!!!

Initial Business Response /* (1000, 5, 2015/02/17) */
Hello ***,
Upon further investigation of your account, it was found that a representative from Square's Support team emailed you on February 9th with an explanation of the withheld funds
It was found that some of your online orders
need to be completed
When a customer places an order from your online store, the funds are immediately deducted from the payment card and held in your Square balance until you complete the orderYou have the number of days you set as your processing time to mark your order complete before the order is canceled and the payment card is automatically refundedOrders will appear as deferrals held in your online Square Dashboard until the shipment is confirmed
To complete an order, visit the Shipping tab of your online dashboardSelect an order to mark as complete
Once you complete the order, the funds will be released and sent to your bank accountIf you would like to learn more about Square's deposit schedule options or edit your close of day time, please respond directly to the original email that was sentThere are no further updates for this account
Initial Consumer Rebuttal /* (2000, 7, 2015/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Update to your $*** payment disputeHello *** *** *** ***,We see that you have not submitted a response for the $*** payment dispute you processed on *** *** ***Since we did not receive a response from you, we will review the details of the case and
process the dispute based on the information we have on file.You can track the status of your dispute on your DashboardPlease note that it may take up to days for your payment dispute to be resolved.Thanks,Square Dispute Resolutions Team

Initial Business Response /* (1000, 5, 2014/04/07) */
Hello ***,
Upon further investigation, I see that Square sent you an email on March 12, detailing the specifics of the billing disputeAt the time Square received notice of the billing dispute from your customer, Square debited
your account in accordance with Article of Square's Seller Agreement:
"Our Collection Rights for Chargebacks
For any transaction that results in a Chargeback, we may withhold the Chargeback amount in a ReserveWe 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 usIf you have pending Chargebacks, we may delay payouts from your Square AccountFurther, 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 occurIf 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 demandYou 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."
As stated in Square's Seller Agreement, these funds were not returned to your customer and were being held in your Square balance until there was a resolution for the billing disputeSquare notified you regarding the resolution of this dispute once it had been resolved in your favorSquare then deposited a total of $into your linked bank account on March Please note that most billing disputes take 90-days for a complete resolutionAt this time, there are currently no held funds for this account
Initial Consumer Rebuttal /* (2000, 7, 2014/04/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Finally got my money back

Extremely disappointed with the service and experience with Square/ SquareupAn absolutely ludicrous experience thus far with this company, I fear I should have never used these swindlers
So, my account was deactivated for being high risk, an absolute ridiculous notion based on both company and personal financials/historyI had only one $charge back, that I addressed and was promised a response in 1-days but never heard back from Jun 16th - so they deemed me 'high risk' but they had access to MY bank account, not the other way aroundFunny, how that works
So I had my account closed, and all my money was held - roughly $7,for days I was toldRough, I know but whatever, I understand in business there could be customer charge backs, so I waitedAnyways, there was no further charge backs and yet on the day the were to deposit my money to my bank they instead send an email saying,
"Due to the recent charge backs on your account, any funds currently in your Square account will be held for an additional daysThank you for understandingSincerely,Square Account Services."
Charge backs on your account?!? I have had 'charge back' on the account - as in only one, everAs for holding "any funds currently in your Square account" - They were holdings all of it! I never received one deposit from Square, ever -they weren't holdings any money they were holdings ALL of itThen the have the nerve to "thank you for understanding" while telling you they are holding YOUR money another days? Just crazy
I am starting to think I may have to settle this in court and sue them for damages on top of what they owe meNever would I recommend this company to anyone, what a waste of time money and resourcesABSOLUTELY NO customer support, live chat, or #'sActually I found out that once your account is deactivate you are no longer privy to their number or your customer #, I checked with a friend still using an active square accountHis experience with square has been a volatile one also
Moving on, no response from the emails I have sent eitherAbsolutely shocking that a business can do this to a small business owner! charge back of $doesn't required $to be heldNot to mention its been held days and no new charge backs came throughI should have the majority of my money back, It's just disgusting how they treat their customers
Thankfully I am well off, I have no problem sending my lawyer to court for the minuscule amount, its principleMore importantly though my lawyer will also certainly be filing fraud reports with Peel Regional Police, RCMP Fraud Squad, the Canadian Anti-Fraud Centre, and the Ontario Ministry of Government and Consumer ServicesI am sharing my experience on this site, and others like it, in the hopes that this predatory shyster-like behavior doesn't occur again to some other unsuspecting Square customer
I don't expect ever to hear from Square again, as in life you will learn, most scammers you don't ever hear from againLesson learnedStay far far away from these crooked typesSquare/ SquareUp is bad news *** ***

This business has the absolute worst customer serviceWe are a nonprofit and we've been using Square for our in house ticket sales, rental fee payments, etc
Last Friday we got an email saying our account had been deactivated and we could no longer accept payment and around $1,in payments were being held by SquareThere was no explanation, no steps toward a resolution, no way to contact the company
After finding a phone number we called but couldn't get past the automated system without a customer id number (which was deleted when they deactivated our account)We emailed their service email address four times over a hour period and after hours finally received a response that read:
"Thanks for getting back in touchUnfortunately, our decision to deactivate your account is finalPhone support is not available for deactivated accountsDue to the obligations of our agreements with card networks and other financial institutions, we cannot reverse this decision and are unable to provide additional details."
In order to retrieve the $1,they were holding we had to issue refunds to all of the outstanding charges and re-run their cards using another processorThis is unacceptable for a business who relies on their day to day sales
We were given no warnings, no alerts that a card or account was causing any problems to our accountAt the very least there should be a number that allows you to talk to a human being when problems arise with your account
If you are a business that can't afford to lose the ability to charge cards in house for at least hours or more and Square is or would be your only method of card payment in house then I strongly recommend that you reconsider using their servicesWe will never return to Square again and I will make sure that I never recommend it to fellow business owners or friends and will warn anyone who uses it of the issues we had to face and the horrible customer service that followed

Initial Business Response /* (1000, 5, 2015/04/20) */
Hello ***,
Upon further investigation, I see that Square sent you an email on April regarding this transactionIn accordance with Square's email, Square is unable to issue a refund on the behalf of merchantsHowever, if you
do not recognize this charge or you did not receive goods or services as described, Square encourages you to file a billing dispute with your bank who has the rights to assist you furtherOnce Square receives notification from your bank regarding the billing dispute, Square will work with your bank accordingly in order to resolve the disputeLastly, Square's Account Service team is following up with the fraudulent claim in order to take the appropriate action
Initial Consumer Rebuttal /* (2000, 7, 2015/04/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Your company did not handle the situation well - my bank did - you should be able to retract transaction at least within a hour window in order to stop or decrease the amount of scammers using your service- I called within hours of the scam and you were unable to help and told me there is nothing you can do! I am closing the case because my bank refunded the money but I am not satisfied with your company and will never use it again for anything whatsoever!

Initial Business Response /* (1000, 6, 2015/08/26) */
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 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
Initial Consumer Rebuttal /* (2000, 8, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The fact I accepted the response from Square doesn't indicate I agree with themI accepted it to reduce the amount of time and hassle to deal with the issue

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

Revdex.com:I have reviewed the response made by the business in reference to gr_spell undefined ContextualSpelling" id=7 data-gr-id="7">complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:NOt only is it unethical but you have provided no reason for withholding our funds other than "you have the right to" according to your own agreement.  We trusted you for the processing of our credit card sales during a trade show in Atlanta and you are still withholding over $[redacted] in our funds and your only explanation is "you have the right to"?  Its really quite a shame how you conduct business and even worse is your non existant customer service! 
 Each customers card was physically swiped and there is no evidence of fraudulent activity nor have you been able to show any possible questionable transactions.  All I want to know is which transactions do you believe to be possibly fraudulent and those items can be addressed!  
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/02/20) */
Hello [redacted],
After further investigation I see that your dispute was resolved in your favor and deposited into your linked bank account on February 6th, 2014 after we had received notification from the card issuer. There are no...

longer any held funds in your Square account. We understand the dispute process can be frustrating and slow but we assure you that we work on your side try to retrieve a resolution from the banks as quickly as possible.
Thank you for your patience and understanding.
Final Consumer Response /* (2000, 7, 2014/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Card issuer notified of satisfied account two weeks prior to receiving funds from Square.

Initial Business Response /* (1000, 5, 2014/08/07) */
Hello [redacted],
Upon further investigation, I see that your customers issued chargebacks to your Square Account. On September 5, 2013, Square sent you an email regarding the chargebacks. I can see that you have not responded to their...

email regarding the chargebacks. The pending deposits excluding the amount that your customer issued a chargeback for have now been released. These funds will be available in your linked bank account in 3-5 business days.
Initial Consumer Rebuttal /* (2000, 7, 2014/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thankfully after one year and 10 months I finally received the money they stole from me. I am still very upset that I had to file a claim after emailing them every week. I am very perturbed as well as to why this business has no telephone number. And at how fast they told us just for inquiring about the money that they had terminated our contract. Every email I sent from there on was an automated one telling me random nonsensical things that had nothing to do with my inquiry. I would like to thank the Revdex.com for all of their hard work on this matter. I would like to make one last request, please review this company in closer detail. The amount of people that have the same story as my company is astonishing and very worrying. I believe this company is completely fraudulent and the only reason why I was ever paid was because of this report I filed. Thank you for your time.
[redacted]

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

We are a small company based at Phoenix Arizona,
Square have deactivated our account without proper noticed, ones they have the activated the account they put a hold over 90 days on the funds ($3640) it's been about 140 days as of today and we still did not receive the funds, we never get a reply for the dozens of emails we have submit or letters by email.
What Square does is literally killing our small business causing us to take a loan to cover the missing funds.
I will never recommend anybody using their service this is a fraud in its best,

Initial Business Response /* (1000, 5, 2014/05/12) */
Hello [redacted],
Upon further investigation, I see that 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."
On May 12, 2014, I see that Square responded to your email requesting information in order to verify your identity as the account holder due to the fact that you did not write in from the email associated with your Square account. Once you respond to this email, Square will be able to help you reset your password so that you can issue a refund for the pending deposits. If you do not issue a refund, the funds will be deposited into your linked bank account on June 5, 2014.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi-I have corresponded with a Square rep and unable to issue a refund through the site. I will wait until June 5th to have the funds deposited into the account. At which point I will accept the response by them.
Thank you,
**
Final Business Response /* (4000, 9, 2014/05/17) */
Hello [redacted],
After taking another look at your account, I see that Square sent you an email on May 16, 2014 confirming the date that your funds will be released. Per Square's email, your funds will be released into your linked bank account on June 5, 2014.
Consumer Response /* (3000, 16, 2014/06/06) */
Today is June 6th, there have been no funds deposited into the account as stated by the company.
Representatives from Square had stated that the funds would be deposited into the account on June 5th 2014.
Business Response /* (4000, 18, 2014/06/16) */
Hello [redacted],
After taking another look at your account, I see that Square sent you an email on June 14 regarding the status of your funds. When Square attempted to verify your bank account on June 4, the receiving bank automatically rejected Square's attempt. Due to the failed bank account verification, Square was unable to release the funds into your bank account. It appears as though you have not yet responded to Square's most recent email. We recommend that you follow the instructions provided in the email to link your bank account so that Square is able to deposit the pending funds.
Consumer Response /* (3000, 22, 2014/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bank Accounted information updated. According to the bank there was no attempt to deposit the funds.
Please resend the funds with the updated information.
Business Response /* (4000, 24, 2014/07/01) */
Hello [redacted],
I took another look at your account and can confirm that the bank verification has been completed. Upon linking the bank account, Square deposited the total funds into your linked bank account on June 30. At this time, there are currently no other pending deposits for this account.
Consumer Response /* (2000, 26, 2014/07/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hi, I finally received the funds. Please delete my business and account information that you have about my company. I will not be using square for any future business needs.
Thank you Revdex.com for helping us out. Very professional and timely service.
[redacted]