Square, Inc.

now avoiding merchants who use square because of automatic emails and no unsubscribe button to stop them. My bank alerted me today that they will not let purchases be processed from any square device because of fraud issues.

Initial Business Response /* (1000, 5, 2015/10/06) */
Hello,
Upon further investigation, a member from Square's Compliance team reached out to you on September 25, 2015 through email. The email states: "We are happy to inform you that we have completed our review of your account and have...

removed the deferred payout status on your account. If your account has a pending deposit, your funds will be deposited within 1-2 business days."
If you have any additional questions please email Square so they may further assist you.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company did get a hold of me and did finally pay me my money.

SQUARE=CROOKS..GRETA FROM SQUARE COMPLIANCE IS A CROOK. Square accused me of doing cash advances. What actually appened was Square kept holding my payments from my customers awaiting verification which I had already provided and been approved so I contacted my customer and asked if they would mind us refunding them their money and just doing a cash transaction bypassing Square so they couldn't hold more of my money. Square deactivated my account and made false accusations against me and kept my money. When I contacted [redacted] from Square Compliance She rudely exclaimed sorry I know its frustrating we will not reverse our decision. And of course with NO live Customer service they can hide from us their customers and get away with it so...add this to Square's overwhelmingly negative reviews and STAY AWAY FROM SQUARE.

Initial Business Response /* (1000, 5, 2015/11/02) */
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 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."
Article 43 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 Services. Any 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 final. Any funds currently in your account will be held for 90 days from the date of the deactivation. If you do not wish to wait the 90 days, you may issue a refund at any time within 60 days of the date of the transaction. To learn more about issuing refunds, please reference this article found on the online Help Center: https://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 /* (3000, 7, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Square continues to unlawfully hold and take legitimate money due to my art business. There are THOUSANDS of unhappy former Square user's that have there money being held illegally.
They do not honor or respect No Sol perprietors
Final Business Response /* (4000, 9, 2015/11/11) */
According to Square's Merchant User Agreement Article 42. Suspension or Termination by Us: "We may terminate this Agreement and close your Square Account for any reason or no reason at any time upon notice to you. We may also suspend the Services and access to your Square Account (including the funds in your Square Account) if you (a) have violated the terms of this Agreement, any other agreement you have with Square, or Square's policies, (b) pose an unacceptable credit or fraud risk to us, or (c) provide any false, incomplete, inaccurate, or misleading information or otherwise engage in fraudulent or illegal conduct."
The decision to deactivate your account is final. Any funds currently in your account will be held for 90 days. If you do not wish to wait the 90 days, you may issue a refund at any time within 60 days of the date of the transaction. To learn more about issuing refunds, please reference this article found on the online Help Center: https://squareup.com/help/en-us/article/5060-process-refunds
Final Consumer Response /* (2000, 11, 2015/11/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am not satisfied but I don't have a choice, I have to wait 9th as and that of days is coming up next month. All funds should be released to my account since there is nothing Square is going to release nor the Revdex.com is able to see that Square is ripping of millions of honest sol proprietor. I will expect all my funds $6400.00 in my account on 12/13/15

Worst credit card processor available they charge very high rates and fees, and then cut you off when they feel like it for no reason. Leaving you no choice but to refund all your customers. Not sure how you can have an A+ rating with 1700 complaints in one year. Stay away!!

Final Consumer Response /* (2000, 6, 2015/04/13) */
Hello,
I called the company again and this time I spoke with [redacted], who was amazing. He immediately apologized and explained that the company was working very hard to change their customer service reputation. The person assigned to my...

deposit issue did not arrive until 9 AM so he said he would contact me once he spoke with her. I received an email shortly after 9 letting me know he was working on it. A bit later, he called to say the check had been released, apologized again and gave me $1,000 in credit toward future processing fees.
He explained to me that the reason it was held is that in the past (my account is new) I had only processed small charges, and suddenly there was a charge for $6,230. They wanted to investigate to be certain there was no fraud. I can appreciate that as I had a series of fraudulent charges on my personal bank account.
During our calls, I explained to him that they simply need to change their procedures and when a check is held, it should be flagged as such in your account. Further, they need to communicated why it is being held, specifically in my case, that it was for my protection. Changes to their communication process would have eliminated all the stress and frustration on both ends. He agreed and after everything was resolved, he sent me an email letting me know that they are taking my comments seriously and looking at making changes to their policies and procedures with regard to these matters.
Thank you very much for following up with me, and I am happy to report that because of [redacted], my experience with Square turned out very differently.
[redacted]

Initial Business Response /* (1000, 5, 2016/01/25) */
Square's approach to security is designed to protect both merchants and their customers. If you would like more information about the security of selling and purchasing through Square please see their privacy and security page...

here:https://squareup.com/help/article/3796 and the buyer agreement here: https://squareup.com/legal/buyer-agreement
Initial Consumer Rebuttal /* (3000, 7, 2016/01/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't see how the links provided pertain to my complaint. I understand that as a buyer, I make a transaction at my own risk. However, my complaint towards Square was not just about a fraudulent transaction. It was about the fact that a false merchant was created through Square to commit the fraudulent transaction. If there was fraud committed through a Square transaction, I should be able to go to the merchant to have this dispute settled and to inform them that their system was hacked. But the merchant that the transaction went through was a fraud itself. The merchant doesn't exist! After numerous emails back and forth with Square, and it was difficult to even get a response to begin with, they could not provide me or my bank with ANY information regarding this "merchant." What measures of security do you have when allowing someone to set themselves up as a merchant? This false merchant had no contact name, no phone number, no email, no website, and no physical location.
Final Business Response /* (4000, 15, 2016/02/19) */
Square's Account Services team has been notified of this seller. They will handle the situation accordingly.
Final Consumer Response /* (2000, 17, 2016/02/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/24) */
Hello,
Upon further investigation, a member of Square's Compliance 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."
Article 43 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 Services. Any 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 final. Any funds currently in your account will be reserved for up to 180 days (but no less than 150 days), unless circumstances require that Square extend this reserve period. If you do not want Square to reserve your funds, you may refund the payment back to the cardholder account. You may issue a refund at any time within 60 days of the date of the transaction. To learn more about issuing refunds, please reference this article found on the online Help Center: https://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, 7, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My business is two second hand retail store fronts. We are a mostly cash business. We found that the square fit the business well because occasionally we had to accept debit and credit cards.
Square Inc waited until I had a balance of more than $1,100.00 and then informed me by email that my account was frozen and that I would not have access to my capitol for 6 months. They have no appeal process and no account manager assigned to my case. There is no one you can call.
I will make absolutely sure that no business person I talk to will ever make the mistake of using the square as their point of sale provider.
Come to my store and I will sell you a rocking chair for $40.00 cash.
The Square is the high risk business.

Hello [redacted], It's [redacted], you and I talked when you wanted to deactivate your account. I truly apologize for the confusion! I undertsand you don't want to reactivate your account because the funds were reversed ( great bank by the way, so nice of them to do that), but if you want to...

return the reader we will need to re-activate your account so it comes back to us properly. I will guide you every step of the way so there are no more hiccups. Let me know if you are willing to do this, and what number I can give you a call on! Hope to hear from you soon! Once you respond you email will link back to me so there won't be another delay on my part. [redacted]Square Support

Absolutely terrible customer service! Tried reaching them through several channel: twitter, in-app support, etc... and They do little to help other than copy and paste a canned answer. Getting passed a drone is near impossible. I did have one positive experience with a customer service rep named [redacted](thanks!) but everything since then has been atrocious.

Complaint: [redacted]I am rejecting this response because: This is merely a duplicate response to which we replied to on [redacted]. We reject Square's response in its entirety.Sincerely,[redacted]

Hi [redacted], I'm sorry to hear that you're frustrated with you experience with me up to this point. I think there might be some confusion here. My role at Square is on the sales team(i.e. setting up new businesses with Square), and as a result, don't spend time with existing customers. Existing customers typically work with Square's support team (contact information provided in a previous email). With that said, I was happy to provide a basic hardware quote for your account rather than redirecting you to another team, but all ongoing questions should be directed to Square Support. It's never been a part of Square's policy to offer free chip card readers for our customers, so I apologize for confusion on that front. I just spoke with my manager and confirmed that we will not be able to provide you one for free. If you'd like to purchase a chip card reader, you can do so on our website. Alternatively, if your Square Stand isn't functioning properly, I'd highly recommend speaking to POS Portal for a replacement in your lease program. You can call them at 855-858-1655. Thank you, [redacted]If you have any further concerns please email us at [email protected]

Do not trust Square. My bad I wish I had of ready all these reviews before I got involved with Square inc. I fit their mold to the letter. Had zero issues with them for over 1 year then I got my first scammer chargeback. Took them about 1 1/2 month to get it resolved in my favor. Then about 1 week later I got an email telling me I need to get reverified in the meantime they will hold all my deposits but keep on sending out invoices !!!! (Yea right I am not that stupid) Anyway I sent them all the info they asked for ASAP expecting thing to go back to normal fairly fast. WRONG 4 days later I got an email telling me my account has been DEACTIVATED and any funds currently held will be deposited to your linked bank account with in 1 to 2 business days WRONG again. It's now been 5 bus days and nothing. If it's not in my account by the end of 7 bus days I will be forced to contact my customer and have them file charges directly on Square inc to get there money back.
To the [redacted] I just can not understand how you can give these CROOKS SQUARE INC an [redacted] if it was me and it looks like allot of others it should be An Big Fat Tripple FFF- but who are we small business to know anything. [redacted]

Complaint: [redacted]I am rejecting this response because:
were not even talking about this amount or client... That client received their money back and square took it out of my account and gave it to that customer.... We're talking about the $[redacted] charge that was made for a [redacted] for which square has yet to deposit the money in my account and now it's approaching 60 days.... I want my money otherwise I am contacting the state attorney general in California for their deceitful business practices.... Also why is this taking so long to get responses?... I am beyond frustrated and I'm sick of getting the run around with this whole debacle.... I want resolution and I want it immediately!!!!!!Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
as I stated in the last message, Square is not providing ANY specific info as to WHY AND WHAT made my acct 'suspicious' and warranted the closing of the account. Sincerely,[redacted]

Please refer to the following email sent on [redacted]: Hello [redacted], We're sorry to inform you that we are deactivating your account. We reviewed your account and found that your business is prohibited by Section 3 of the Payment Terms and/or Section 4 of the General Terms, which means we cannot accept payments related to your business. We regret that, starting today, you will no longer be able to process transactions using Square. Your outstanding Square balance will be paid out per our normal payment schedule. We appreciate your having chosen Square and apologize for any inconvenience this may cause. Sincerely, 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 responsibilities. For an explanation of how Square protects your personal information, please visit the Square website to read our Privacy Policy.

Initial Business Response /* (1000, 5, 2015/11/19) */
According to Square's Merchant User Agreement Article 42. Suspension or Termination by Us: "We may terminate this Agreement and close your Square Account for any reason or no reason at any time upon notice to you. We may also suspend the...

Services and access to your Square Account (including the funds in your Square Account) if you (a) have violated the terms of this Agreement, any other agreement you have with Square, or Square's policies, (b) pose an unacceptable credit or fraud risk to us, or (c) provide any false, incomplete, inaccurate, or misleading information or otherwise engage in fraudulent or illegal conduct."
The decision to deactivate your account is final. Any funds currently in your account will be held for 90 days. If you do not wish to wait the 90 days, you may issue a refund at any time within 60 days of the date of the transaction. To learn more about issuing refunds, please reference this article found on the online Help Center: https://squareup.com/help/en-us/article/5060-process-refunds
Initial Consumer Rebuttal /* (2000, 7, 2015/11/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I ONLY received this notification AFTER they began holding my funds. I have been a square customer for several years and never had any issues with anything. I did issue refunds through the company and had to rebill for the amounts Square was holding. This is terrible business practice and I will be telling everyone I know to stay away. Their withholding of these funds resulted in bank charges on my end because the money was not there when expected. I still believe it to be VERY shady, and the fact that they say customers can talk to a representative using a "customer code" that is impossible to obtain once they have your account in lock down is also very shady. DO NOT TRUST SQUARE WITH YOUR MONEY.

Absolutely ludicrous experience thus far with this company, I fear I should have never used these swindlers.So, my account was deactivated, I had only one $88 charge back.
I had my account closed, all my money held, as mentioned roughly $7,500 for 90 days. Rough, but whatever, I understand there could be customer charge backs, anyways there was no further charge backs and yet on the day the were to deposit my sales they send an email saying," Due to the recent charge backs on your account, any funds currently in your Square account will be held for an additional 60 days. Thank you for understanding. Sincerely,Square Account Services."
Chargebacks on your account?!?
I have had charge back on the account - as in only one. They have the nerve to thank you for understanding? I don't know what they are smoking??? Starting to think I may have to settle this in court and sue them for damages on top of what they owe me.
Never would I recommend this company to anyone, what a waste of time money and resources. No customer support, live chat, or 1800 #'s. No response from the emails I have sent either. Absolutely shocking that a business can do this to a small business owner!!! 1 charge back of 88$ doesnt required 7500 to be held. Not to mention its been held 90 days and no new charge backs came through. It's just disgusting how they treat their customers.

Complaint: [redacted]I am rejecting this response because this still does not give me any answers as to why my account was deleted in the first place.  It is rude and unprofessional. Sincerely,[redacted]

Please refer to the following email sent on [redacted]: Hello [redacted], We're sorry to inform you that we are deactivating your account. We reviewed your account and found a persistent pattern of transactions generally associated with high-risk activity. We regret that, starting today, you will...

no longer be able to process transactions using Square. Due to the unusual or high risk activity associated with your account, your outstanding Square balance will be reserved for up to 180 days (but no less than 180 days), unless circumstances require that we extend this reserve period. If you do not want us to reserve your funds, you may refund the payment back to the cardholder account. We appreciate your having chosen Square and apologize for any inconvenience this may cause. Sincerely, 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 responsibilities. For an explanation of how Square protects your personal information, please visit the Square website to read our Privacy Policy.