Square, Inc.

Initial Business Response /* (1000, 5, 2015/02/27) */
Hello [redacted],
Upon further investigation of your account, it appears that there are several chargebacks on your account.
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."
Unfortunately, Square was unable to win the chargebacks given the documentation you provided.
Your Square account balance is negative, and in accordance with the Seller Agreement, Square reserves the right to collect funds from you.
It is Square's hope to resolve this quickly and avoid any further collection action. If you would like to work directly with Square to remedy the issue, Square can offer you a payment plan which will be agreed upon by both parties to be paid until the outstanding balance is recovered.
Should your balance remain unresolved, Square will escalate your file to Square's partnering collections agency. There are no further updates to this account.
Initial Consumer Rebuttal /* (2000, 7, 2015/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/04/07) */
Hello [redacted],
Upon further investigation, Square was unable to locate a Square account associated with this name and email address. If you could provide the name and email address on the account of which you are inquiring, Square can...

further assist you.
Furthermore, Square never charges a customer's credit card on its own. Every transaction processed through Square must first be initiated by the merchant themselves. Due to privacy and security reasons, Square does not maintain a record of any customer's payment information. It does not have complete credit card information on file and cannot push payments through unless the merchant issued these payments themselves. Lastly, the merchant must have issued a refund through their Square Dashboard online in order to initiate a refund for the total payment to be returned to the credit card. If the merchant is claiming to have issued the refund or that Square is fraudulently charging your credit card, please contact Square directly with these transaction details so that they can best assist you. Again, Square is unable to process payments that the merchant does not personally input themselves.
Initial Consumer Rebuttal /* (2000, 7, 2014/04/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are completely satisfied and have been made aware that the fault does not lie with Square, but the actual merchant, Ekblom Fishing.

SquareHello [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 36 of the Square...

Payment Terms.We 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.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."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

Complaint: [redacted]I am rejecting this response because: I have an active account. I have  filed a police report. I have filed a complaint with my bank. I am in the process of filing small claims. I have done everything that you recommend. And you still allow this person to create invoices and you collect money on his behalf. You are still allowing any criminal to use your product. Steal money from innocent people AND YOUR RESPONSE IS TAKE HIM TO SMALL CLAIMS COURT?! You have a serious loop hole and every thief will be signing up for a square account because you protect them from justice. Sincerely,[redacted]

I signed up for Square for my new business. I did everything to set up an account. I received my first payment which was a large amount of $3,800 for services. Square held the money for 2 days before telling me I needed to verify my information and identity. I did all the required steps to verify and received an email stating my account was back to active and operational as normal and that my money would be deposited to my account. I waited another "1-2 business days" and received another email from Square saying that I need to link a bank account so they could deposit the money. I already did this step when I signed up and logged back in to check the status. The status of the linked checking account was active and verified, I even attached a debit card number for "faster deposits". I then had a notification that I need to verify the account again. All the same information was asked, and when I submitted the form I called in several times to find the status. The email from customer service was no help and told me I had to complete the form again! 3 times for the same form now. I finally talked to someone who told me I violated their policy for accepting payments from someone I know. So I cannot do work for friends, family, or associates. If I didn't call, email and harass Square, they would have kept the money for how long? I was then advised to just issue a refund. I did that online and it say may take 7 - 10 business days to get the money back. Why is it 2 weeks holding money with no resolution and no way to talk to anyone. In addition, [redacted]

Square uses extremely deceptive business practices. They have the ability to close your account with money pending and no one to talk to if it happens. I have lost countless customers and credibility due to this being done and am actively looking into my legal options. Avoid at all costs.

Square advertises 2.75% with no other fees. They advertise that if you process more than $250,000 a year you pay less. Reality is, if you process more than $250,000 a year, you are singled out and renegotiated at a new, and in my case, higher rate.
Here is what happen to me. When I called in to ask questions unrelated to pricing, the front line people who took my call asked me how much I process a month. I told them about $350,000. They immediately told me that they could get me a much lower rate because I process more than $250,000, just like their web site indicates. They put me in touch with a sales person to discuss. When I spoke to the sales person they told me that because my average ticket was less than $10 (I indicated it was about $8) that I would have to pay an extra 10 cents per transaction. I had already purchased all my equipment and ordered new gift cards, so when I was told this, I was very unhappy. The agreed to go back and analyze to see if they could get get me a better rate. I was kind of all in on making the change so I didn't have much of a choice. They asked me to provide statements from my existing credit card processor. They actually used that against me in the end. They came back and said they would lower the per transaction fee to 7 cents. I said no. After about 30 minutes of haggling we agreed to go our separate ways.
Now I am in the process of returning all of my equipment. Unfortunately I lost $200 for the gift cards that were already printed plus about 10 hours of my time doing research and strategizing on my switch to Square.
Beware of hidden fees!!!

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

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 matter. Sincerely,[redacted]

Final Consumer Response /* (2000, 8, 2015/07/27) */
Square Inc. resolved this issue earlier today by refunding the $600 to the sender's account.
My gratitude to Revdex.com staff for intervening

Initial Business Response /* (1000, 5, 2015/12/15) */
This complaint has been resolved as of 12/14/15. Square credited the $2348.27 back to your linked bank account on 12/14/15. Please reference your latest email correspondence between you and Square with any questions.
Initial...

Consumer Rebuttal /* (2000, 7, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They paid the amount owed. Had I have known it would only take contacting Revdex.com I would have done that sooner. Over 2 years of trying to reach a resolution by contacting square and I only had to contact someone with more power than myself. I recommend anyone else to do this as well. Thankyou Revdex.com for the support.

Square disabled my business account on a Friday afternoon with NO warning. The customer support is practically non-existent, and the only response I got was an email saying "Our decision is final". No help, no talking with me to review if in fact anything was done wrong, nothing. It felt like a big middle finger.

This left my business with no way to take payment all weekend, losing us almost 3 days worth of revenue.

Initial Business Response /* (1000, 5, 2014/02/18) */
Hello [redacted],
Upon further investigation, it was determined that you processed a transaction of $30.00 on Friday, February 1. This deposit was placed into your bank account on Monday, February 3. Please note that Square does not send...

deposits on Saturday nights. There was a slight delay in sending your funds to your bank account. Square apologizes for any confusion this may have caused.
You can expect to see your future deposits sent per the normal deposit schedule. There currently is not an outstanding balance on your account.
Lastly, Square's Support Team currently only communicates via email in order to maintain an accurate record of all correspondence and best explain policies and procedures. Square strives to respond to all inquiries within 24 hours. If you have additional questions about your Square account, Square recommends searching the online Help Center found at squareup.com/help . The Help Center contains many troubleshooting tips and detailed articles that explain policies and procedures.
Final Consumer Response /* (2000, 7, 2014/02/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was finaly contacted by square With the deposit information thank you

Initial Business Response /* (1000, 5, 2015/09/17) */
Hi [redacted]...
My case has been resolved. Thank you!
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

Initial Business Response /* (1000, 5, 2015/06/02) */
Hello [redacted],
Upon further investigation, we can see that all funds you have processed through Square have been successfully deposited into your linked bank account per Square's normal deposit schedule.
Please note that bank...

verification with Square relies on the Automated Clearing House (ACH) network, meaning the process requires a full five business days for completion. This is necessary to ensure safe and secure delivery of the funds of all Square sellers.
If you have further questions about Square's bank verification process, please visit the Square Support Center at https://squareup.com/help/us/en/topic/102-bank-account-and-deposits or respond to the last email sent to you from Square on May 15th, 2015.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because:
Duplicate response again does not solve the issue of consumer paying for something they do not receive.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/05/19) */
Hello [redacted],
Upon further investigation, we can see that this postcard did not originate from the company about which you have filed your complaint. Square does not send out any type of marketing material containing the slogan you...

have mentioned.
Furthermore, Square has confirmed that they do not have any record of your personal contact information in their system and have no means by which to contact you.
If you review the postcard and continue to be concerned that the correspondence originated from Square, please contact them through their Support Center and they will be happy to confirm this information with you directly.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will reluctantly accept Square's response however I need to add comments. I believe that Square did, in fact, send out this postcard, but probably through an advertising agency or marketing firm. As I stated before I never heard of a business called WE CARE...WE FIX.
Since Square is so sure they didn't send out these mailings then they are likely to get many more complaints and have to respond to them. It had Square's logo, name, and phone number so someone either did this mailing for Square or they are scamming square.
The next time I receive one of these mailings from Square I will contact their Customer Support personnel and I will obtain their e-mail address so that I can send them an e-mail with a scanned copy of the mailing I received.
Again, I reluctantly accept Square's response but I don't believe their response is entirely true.

Initial Business Response /* (1000, 5, 2014/03/19) */
Hello [redacted],
Square was unable to locate a Square account associated with this name and email address. If you could provide the name and email address on the account of which you are inquiring, Square can further assist you and give...

you the most updated information regarding the listed tax payer information.
Initial Consumer Rebuttal /* (3000, 7, 2014/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the response. The email address associated with my account is [redacted]@renewartsandindustry.com. I look forward to the next response from Square to advise me 1) That my account has been adjusted to contain the business taxpayer information I tried to submit, 2) That the 1099-K will be removed from my personal social security number/taxpayer ID, and/or 3) what next steps will be needed.
Final Business Response /* (4000, 9, 2014/04/08) */
Hello [redacted],
After further investigation, I see that Square sent you an email on April 8, 2014 providing you with the most updated information regarding your taxpayer information. Square was unable to correct the taxpayer information due to an inconsistency between the information you provided and the information that the IRS possessed. Square was able to decipher the problem in order to update your 1099-K. Your updated taxpayer information is now available on your Square online dashboard.
Final Consumer Response /* (2000, 11, 2014/04/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Square did contact me to confirm that the 1099-K was corrected, and that the correct taxpayer information would be used for 2014 and moving forward.
Square's popup message to me when I originally submitted the information more than two months ago was that I would hear from someone within three business days if there was a problem with the information. It was Square's responsibility to communicate that there was an inconsistency with the information, and to reply to my subsequents emails requesting assistance.
Thank you to Revdex.com for intervening so that Square finally communicated and provided a solution.

Do not trust this company, today they randomly deactivated my account due to "high risk". I have been using this company for months and then all of a sudden I can't send money and funds received are failed. This company does not have phone support, only email and twitter support. When you tweet to them they will tell you to send an email, and then when you email them it takes forever for them to respond. When they do respond it's with a canned response. I have done nothing wrong and asked for the reason why I got deactivated but they refuse to tell me. After doing some research when this happened to me, I discovered that I am not the only one. They freeze people's money ($10k+) and deactivate a lot of accounts for no reason. There are a lot of angry people who are confused just like I am. I do not recommend doing business with this company, they will [redacted] you over when you least expect it. Beware!