Square, Inc.

Complaint: [redacted]I am rejecting this response because:
This response is unacceptable. We have no way of contacting these customers to get our money in another form of payment. These are not all regular customers, but one time customers.
Bottom line: We have done everything legal to satisfy your HIGH RISK profile, in ensuring that our business is a legitimate legal business.
What we are requesting is for you to release our funds. We have passed all security measures and have taken tests and been trained for money laundering. This is not the case. The transactions were legitimate and you have no reason to hold our funds.
Why cant you let me provide you with the proof that you need in order to prove that the transactions were legitimate. Ex. Signed authorization forms, money laundering certifications, etc.... Whatever that you need we can provide to you that we are a legal business.
Sincerely,[redacted]

In my experience I suggest to stay away from square I started a small business and started to receive sales and out of the blue the deactivated my account I was told they would hold my money for 90 days for an unjustifiable reason stay far away from Square bad bad company

Initial Business Response /* (1000, 10, 2016/01/21) */
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.
Initial Consumer...

Rebuttal /* (2000, 12, 2016/01/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I don't accept their response because I still have account with them that associated with my name and email address. By the way, we can close my case at this point because I already got my money by somebody's help, not from square company. However, still they need to have a customer service with working phone number. I am not the only victim for this unorganized business. Anyway, Revdex.com, before I go, I want to say thank you for your help.

Initial Business Response /* (1000, 5, 2015/03/18) */
Hello [redacted],
Upon further investigation, I see that Square sent you an email on 3/18 regarding the release of your deferred payout. As stated in the email, your account remains disabled, however, the pending deposits will show as...

available within 1-2 business days. There are no other updates for this account at this time.

I will never use square again after providing them with sufficient proof on a dispute for a taxi service given to the customer. If anyone suggest square run away fast. They just want your business and have no live agent to speak to.

As am setting here writing this. I have been on hold for 31 min and counting. I sign up with this company to be able to except cc payment. These people verifiy my bank account. And allow me to take a payment. And then turn around and not deposit the money in my account. But place it on hold. And as me for more information about my business. After giving them the information. That then turn around and start asking questions about my client. ARE YOU F- ING SERIOUS!! 37 minutes. Still no one has picked up. So now I have to call my Cleint and inform them that I have to give a refund because of the BS SQUARE got gong on. Real bad!! Oh and the transaction cost me 17 dollars to use the key pad to input cc number of Cleint. And a recording keep coming on saying: press 1 to receive a call back. Yea they call back. But when you answer the call. It hangs up. 46 [redacted] MINUTES STILL NO ONE!!!

Thieves! Before you support Square Google their cash app and see how many people like myself have been down right RIPPED OFF.

Guess they need the money to pay off the 50 million dollar law suit and cover the fact that they are losing money and worth in the stock market.

Absolutely horrible company with horrible customer service.

Initial Business Response /* (1000, 5, 2014/10/09) */
Hello [redacted],
Upon further investigation, a Square representative replied to your inquiry on October 3rd.
You may have received someone else's receipt by mistake. When a payment is completed using Square, customers can receive an...

email or text message receipt. If an email address or phone number is entered incorrectly, the receipt may be sent to the wrong recipient. This receipt doesn't indicate that your card was charged. It simply means this email address or phone number was entered for receipt delivery.
Please click the link on the bottom of the receipt you were sent that says "Not your receipt?". This will unlink your email address or phone number from the payment card so you'll no longer receive receipts meant for someone else.
Once unlinked, the cardholder will be prompted to enter their correct email address or phone number during their next transaction.
If you are unable to click the link, but have the transaction information from this receipt, a Square representative can assist you so you'll no longer receive receipts meant for someone else. Please respond to the email sent to you if this is the case. There are no further updates.

Initial Consumer Rebuttal /* (2000, 7, 2014/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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

Complaint: [redacted]I am rejecting this response because: they have not satifactorily gave any specific information about why they thought my account was 'high-risk'. I did nothing to warrant having Square deactivate my account, and they have yet to state which transactions and actual PROOF that I was doing something 'high-risk' with accepting credit cards for my [redacted] sales.Sincerely,[redacted]

They unlinked my bank information from my account and never made sure I was notified, Nothing on my Square account indicated that my bank had become unlinked. ... I had money floating in limbo until my account was able to be RE-verified.

Initial Business Response /* (1000, 5, 2015/09/09) */
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, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think that it is EXTERMLY unfair that Square won't release my funds to me. First, they are virtually impossible to get a hold of. You can only send an email and hope that someone gets back to you. I honestly don't know what I did to violate their terms and conditions. It really doesn't matter, I respect their decision to terminate my account I just don't understand holding those funds for 90 days. I also don't understand why treat everyone the same. There are consultants who do the exact same job that I do that use Square without a problem. They did not have to provide all of the information that Square requested to me. I also don't understand why they allowed me to accept payments through their website before they finished approving everything. They shouldn't let businesses accept use their services before their account/business is verified by Square. Maybe they need to change their sign up procedure.
Final Business Response /* (4000, 9, 2015/09/26) */
Hello,
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 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://squareup.com/help/en-us/article/5060-process-refunds
For security purposes, Square cannot disclose further details regarding the reason for account deactivation.
Final Consumer Response /* (2000, 11, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I am not happy with the response I do not believe that it will change.

Final Consumer Response /* (2000, 5, 2015/04/15) */
The business has finally responded. I am confident that this can be resolved and the complain cancelled.

Initial Business Response /* (1000, 6, 2015/09/16) */
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."
Additionally, a message was sent to you on on August 28, 2015 that states: "Due to the recent chargebacks on your account, any funds currently in your Square account will be held for an additional 60 days."
The decision to deactivate your account is final. For security purposes, Square cannot disclose further details regarding the reason for account deactivation.
Initial Consumer Rebuttal /* (3000, 8, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The email stating when we would be refunded.
Forwarded message
From: Square Account Services
Date: Wed, Jul 8, 2015 at 7:17 PM
Subject: Message from Square
To: [redacted]@gmail.com
__________________________________
Hello Amanda,
Thanks for writing in. We understand that it can be frustrating to have your account deactivated. Unfortunately, our review found that we cannot support any Square accounts for you or your business.
As stated in the deactivation notice, we will hold the remaining funds in your Square account for 60 days from the date of deactivation in order to offset any potential refunds or disputes from your customers. Since your account was disabled on June 29, these funds will be released on August 28.
Depending on your bank's policies, you should see these funds one to two business days after we release them to your linked bank account. We will notify you as soon as we deposit the funds.
If you don't want to wait 60 days for your funds to be deposited, you may consider refunding the payments back to the original cards and seeking an alternate form of payment. Please note that all refunds must be issued within 60 days of the original transaction date.
To refund a payment, please log in to the Square Dashboard from a computer.
1. Use the date selector tool to locate the specific payment.
2. Click the payment you'd like to refund, then click "Issue Refund."
3. Select the reason you're refunding the payment, and click "Issue Refund."
It usually takes two to seven days for refunded payments to get credited back to the original payment card. The full purchase amount, including the fees, is always returned to your customer.
Please let us know if you have any questions.
[redacted]
Square Account Services
Accepting internet and phone orders? Please take a minute to review leading merchant practices when accepting internet and phone orders.
Please note in the previous email the dates. The Square customer was promised payment by August 28th. The account was canceled June 29th. Again Square is showing its level of unethical and fraudulent behavior. At this stage is it possible to forward this to the attorney generals office.
Final Business Response /* (4000, 21, 2015/11/06) */
This customer has not attempted to contact Square since September 10. If the customer had contacted Square to receive funds, as he or she was instructed, we would have been able to resolve the case and release the funds in that manner. Because the customer did not contact Square, we request that issues like this be routed through our online portal. We would have seen the response
The funds were released on October 30.
Thank you.
Final Consumer Response /* (2000, 23, 2015/11/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did pay a few days ago. we tried to contact them many times and they would not even take the calls. Never do business with these people they are horrible and lie.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me however, if this happens again, I will pursue further legal action. If a charge is not disputed, you have no right to hold on to my companies money. Have a great day.Sincerely, [redacted]

[redacted] operates [redacted] and several retail stores. Our experience with Square has been extremely positive. Funding is extremely fast and their customer service is exceptional. [redacted] in particular in Customer Support has been outstanding as has their Capital Funding Team. I cannot say enough positive things about Square, their support, and how wonderful the people are that work there. Everyone has problems with credit card processors from time to time and a lot of times it is user error, not the fault of the processor. Square has been a blessing to our business with large companies let us down.

People typically only use online forums and the Revdex.com to complain, but companies also need positive feedback when they go above and beyond.

Complaint: [redacted]I am rejecting this response because: All of the so called chargebacks have been already satisfied and deducted from my account months ago.... I also have emails to substantiate this from your organization where [redacted] has stated that you deducted a chargeback from the $[redacted] that was rung thru on [redacted] and that if I was ok with that she would send it over to your processing department so they could release the balance to me so I do not accept your answer and I will continue to pursue any and all actions including pressing forward with the California State Attorney Generals office to collect the monies that are owed to us. I have read complaint after complaint regarding Square and the same thing they do to others with regards to keeping monies that are owed to merchants. This is nothing but a calculated stall method to defraud merchants of monies that are owed to them.... I'm done with the games and I am prepared to press charges with the State of California for fraud on the part of Square Inc.Sincerely,[redacted]

Just opened up square account, husband already did job. Customer paid with credit card. Then received email from square saying our square account has been deactivated for suspicious activity. Just opened up and used it wednesday. Since account is deactivated we can't talk to customer service. Have no clue why, no explanation. They will not talk since account deactivated. What type of business are yall running. Wished I had looked at reviews online then we would NOT have used Square. Majority of the reviews are the same. No wonder not many businesses use them. Now we are stuck without our money for 90 days. Will be posting online NOT to use you guys. Now we are out of several thousands of dollars because of their practices. Will have to reimburse customer. Then figure out how to get paid cause they are holding money 90 days. We can't wait 90 days. Yall [redacted]

Initial Business Response /* (1000, 5, 2014/07/27) */
Hello [redacted],
Upon further investigation, I see that Square sent you an email on July 23 regarding the billing dispute issued to your account. The billing dispute has been resolved in your favor, and the funds will be released into your...

linked bank account within 3-5 business days. Please note that your customer's credit-issuing bank is the ultimate arbiter of every billing dispute and Square was unable to resolve the issue without receiving an official resolution from your customer's credit-issuing bank.
Initial Consumer Rebuttal /* (2000, 7, 2014/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received money back after filing complaint,
I am amazed that a company spends more time answering Revdex.com complaints than e-mails directly to them. Get a support number and the complaints
pretty much go away.

Square has messed up my payments in purchases over the matter of a few thousand dollars. As a small business owner this minute amount can affect a lot of small things. I can't wait to be done with this company. I can't believe they are still in business upo web, and personal contacts that have dealt with them.