Business Profile

Credit Card Merchant Services

Square, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

Additional Complaint Information

Customer Complaint:

BBB’s business profile for Square was created in August 2010. A review of complaints was completed in August 2024. Complaints on file state issues with consumers’ account being deactivated.

For information related to refunds and code of conduct BBB encourages consumers to review the General Terms of Use, specifically section 12 Modifications and Terminations, that details company policy.

https://squareup.com/us/en/legal/general/ua

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Initial Complaint
02/12/2025
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been using Square to accept payments from my clients for software development services for 3 months. Square sent me an email at 10AM on February 12th asking for more information about me and my business, and deactivated my account by 3PM after reviewing my information. An incoming payment from a client is frozen along with the balance in the account for 90 days. I showed invoices and correspondence with the client and was still deactivated. I am now in the hole for $6500.00
Business response
02/12/2025
Hello,

Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email.

Thanks,

Square

Customer response
02/14/2025

Complaint: 22934132

I am rejecting this response because Square has not yet resolved my issue. They have only echoed their response in email and are still holding my funds. My business is in need of this cash flow and it has been 24 hours since I have heard from Square regarding my issue.

Sincerely,

***
Business response
02/14/2025
Hello,

Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 02/13/25. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to the last email sent to you from Square. You can also reach out to support at *******************************************************************;

Thanks,
Square
Customer response
02/14/2025

Complaint: 22934132

I am rejecting this response because: Square has not attempted to accommodate me or the loss incurred to my business and my employees based on their action. I have received no accommodation or explanation beyond their initial deactivation repeated to me.

Sincerely,

***
Initial Complaint
02/12/2025
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I opened a business and checking account with ********************** a little over a month ago. I made my first transaction on February 11, 2025. On February 12, I was notified via email that my account was deactivated. Naturally I called to ask what was going on. They would not provide me any answers as to why. They also would not transfer me and hung up. My businesses solely with Square and they refuse to explain why they shut down my business. I need answers because this is unprofessional and now leaves me without a way to conduct business.
Business response
02/12/2025
Hello,

Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email.

Thanks,

Square

Customer response
02/13/2025

Complaint: 22932215

I am rejecting this response because:

Sincerely,

******** ******* Iii
Customer response
02/13/2025
The option was to accept and close the case or reject. The response from Square did not explain and only stated it would take 5 business days. So that isnt a resolution.
Business response
02/14/2025
Hello,
Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email.
Thanks,
Square

Customer response
02/14/2025

Complaint: 22932215

I am rejecting this response because:

I dont not want an email response. I want my account restored.
Sincerely,

******** ******* Iii
Initial Complaint
02/12/2025
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to file a formal complaint against Square, Inc. concerning a series of serious violations that have caused significant financial and emotional distress. interactions with Square have included false and misleading advertising, theft of funds, and denial of my rights as a consumer to escalate the issue to a supervisor. These actions, I believe, are in violation of federal law and have resulted in significant harm to me.False and Misleading Advertisements Square has advertised certain services and guarantees that, upon further interaction with their support, I have found to be completely misleading. Specifically, I was led to believe that I would receive timely deposits and transparent transaction handling, which has not been the case.Under the ************************ Act (15 U.S.C. 45), it is illegal for businesses to engage in deceptive or misleading advertising practices that can mislead consumers into making decisions based on false representations. Square's actions directly violate these protections.Theft of Funds In addition to the misleading advertisements, Square has retained funds that rightfully belong to me, without proper justification or transparency. These funds were deposited into my Square account and are currently being withheld without clear explanation. My repeated requests for clarification and resolution have been ignored, and I have not received the funds that are legally mine.This is an act of theft, as Square has taken control of my funds without providing proper service, resolution, or justification for the retention of these funds.violates the *************** Transfer Act (15 U.S.C. 1693), which requires financial institutions to provide clear and timely access to consumer funds.Refusal to Allow Supervisor Communication During my attempts to resolve this issue, I requested to speak to a supervisor on multiple occasions, only to be repeatedly denied this request. Square's refusal to allow me to escalate the
Business response
02/12/2025
Hello,

Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email.

Thanks,

Square

Customer response
02/13/2025

Complaint: 22931131

I am rejecting this response because:
It does not give me my money they are unlawfully holding. They have taken complete advantage of my and violated multiple of my consumer rights I deserve my money back Now!
Sincerely,

***** D *****
Business response
02/14/2025
Hello,

Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 02/13/25. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to the last email sent to you from Square. You can also reach out to support at *******************************************************************;

Thanks,
Square
Customer response
02/14/2025

Complaint: 22931131

I am rejecting this response because:
the account I had with **********************, is deactivated. I no longer have an account with **********************. I just want my money.
Simple.

Sincerely,

***** D *****
Initial Complaint
02/07/2025
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I spoke with a representative on Wednesday February 5, I was told that the next payment i process up until $1000 i will not receive processing fees, on February 7 i processed a payment but I was charged the fees. I called and spoke with several representatives but was told I couldn't get the fees waived. I told them that if the calls are recorded they can easily listen and confirm what I am saying and or the representative which offered me this can be contacted but they kept telling me that they were unable to find the representative or the conversation. I was on the phone over 2 hours trying to resolve this with no resolution. Losing money and my time. I want to be compensated.
Business response
02/10/2025
Hello,

Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email.

Thanks,

Square

Customer response
02/11/2025

Complaint: 22911985

I am rejecting this response because: the issue has not been resolved. I received an email from square stating that they will investigate the issue. But that was it.

Sincerely,

****** *******
Business response
02/11/2025
Hello,

Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 02/11/25. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to the last email sent to you from Square. You can also reach out to support at *******************************************************************;

Thanks,
Square
Customer response
02/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
02/05/2025
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I used to use Square with another business for years. My wife and I moved to *********** and opened a Short Term Rental. I brought my square hardware with me. I had to delete my old account and start a new one with the new business. We finally had our first group of guest and we ran three of their credit cards on 01/25/2025. One for ******, another for $510.00 and one more for $340.00. And then on 01/27/2025 I received an email that said they found activity that their platform is unable to support. Because of this, they have deactivated my account AND will hold all funds for 90 days. I called them and explained everything and I did not know I was breaking rules and for that I am sorry and will not use them again and could they please relinquish the funds? Or even sooner than 90 days. They wont budge. Will never use them again.
Business response
02/05/2025
Hello,

Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email.

Thanks,

Square
Initial Complaint
02/05/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I own a massage business. Square is holding over $1000 of my money because they say I sell *** products even thought I do not. Ive called twice and they have done nothing to resolve this. My rent on my space is now past due and I have employees to pay.
Business response
02/05/2025
Hello,

Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email.

Thanks,

Square
Initial Complaint
02/05/2025
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
****** ***** ****** ******************* ********************************************* ***************** February 5, 2025 Square, Inc.1455 ************************************************ Subject: Formal Complaint Regarding Unjust Account Deactivation Dear Square Support Team,I am writing to formally express my concern and frustration regarding the sudden deactivation of my Square account without any valid reason. My account, associated with *******************, was recently blocked/deactivated, despite the fact that I have not engaged in any prohibited activities. My business operations fully comply with your terms of service.I have submitted all necessary documents, including my bank statements and identification, which are accurate and legitimate. There has been no prior notice or valid justification for this action, and as a result, my business operations have been severely impacted. I rely on Square for processing transactions, and this unexpected disruption has caused financial and reputational harm.I respectfully request an immediate review of my case and a clear explanation for the deactivation of my account. If this action was taken in error, I urge you to reinstate my account as soon as possible. Additionally, if there are any issues that require clarification, I am willing to provide any additional information necessary.Please treat this matter with urgency, as the inability to access my account is causing significant losses to my business. If a resolution is not provided promptly, I may be compelled to escalate this issue through legal or regulatory channels.I appreciate your immediate attention to this matter and look forward to a prompt resolution. Kindly provide a response at your earliest convenience. You may contact me at ***************** or via email.Sincerely,****** ***** ****** Epicfash Global LLC
Business response
02/05/2025
Hello,

Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email.

Thanks,

Square
Initial Complaint
02/05/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Square has been holding my funds for over 90 days now and I cant get anyone to respond to my emails or phone calls. Every single time I call in Im hold that they are escalating my issue and I will hear back within 2 to 3 business days and Ive yet to hear back from anyone since November. I know the account will not be reactivated I just want my $7900 sent to my bank account on file so that I can put this all behind me. Its impossible to reach someone who can actually help and this has gotten quite frustrating. About two weeks ago a *** told me that I had a release date in the system for 2/07/2025 only for me to later be told thats not true and I dont understand why a *** would lie about something as such. I just want my money thats it.
Business response
02/05/2025
Hello,

Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email.

Thanks,

Square

Customer response
02/06/2025

Complaint: 22901206

I am rejecting this response because:

Sincerely,

***** *****
Customer response
02/07/2025
I have almost $8000 in this square account and since I reached out to the BBB for help in this matter square has since emailed me stating that they are now going to hold my money indefinitely which is absolutely against the law. How can they hold MY MONEY forever?
Business response
02/11/2025
Hello,

Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 02/05/25. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to the last email sent to you from Square. You can also reach out to support at *******************************************************************;

Thanks,
Square
Customer response
02/11/2025

Complaint: 22901206

I am rejecting this response because: they have not given me a response besides now they are stating they will hold my money indefinitely because I reached out to BBB for help with getting my money or at least a date when I will be getting it.

Sincerely,

***** *****
Initial Complaint
02/04/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Square withheld funds from me February 3 6:51 pm after sending me an email that my account was verified and I could transfer funds. When I attempted to retrieve funds today, my account was deactivated after sending over evidence of their email. I offered to give my EIN number and business address to prove my business was legit , they never allowed me to offer additional information which is in their square payment terms In their square payment terms , it says that they typical ask for more information to understand my business better , I was never required to give any additional information and was told my account was verified to transfer funds.
Business response
02/05/2025
Hello,

Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email.

Thanks,

Square

Customer response
02/05/2025

Complaint: 22897837

I am rejecting this response because:
You will just copy and paste the deactivation message in email. I want my account reactivated and I want to be able to run my business on your platform.
- My customers should be able to run their card as many times as they want for my services. It says frequency of charges is ok on your website/app. There werent any disputes , complaints or customer chargebacks .
-The business has an ein number and a reputable social media website .
-The account went through ********************** investigation and was verified by square (which is shown in the email I received) and only deactivated because you didnt want to give me my money.
The only solution is reactivation and to allow me to use the square platform with my business because you verified it .
Sincerely,

******* ******
Business response
02/11/2025
Hello,

Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 02/06/25. In reviewing that interaction, we can confirm we have provided the correct information for this issue, consistent with our Terms of Service. If you have any additional questions, please respond directly to the last email sent to you from Square. You can also reach out to support at *******************************************************************;

Thanks,
Square
Customer response
02/11/2025

Complaint: 22897837

I am rejecting this response because:
Stop false advertising and harassing me. Its illegal .
Sincerely,

******* ******
Initial Complaint
02/04/2025
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
As a retailer, I am using square for my processing. Within the last month, they have frozen my funds because I sell hemp related products and have requested more information. I have submitted the information that was requested and complied with all of their requests now three times. They still refuse to release my funds with no explanation. When I talk to customer service, all I get is the run around. I see horror stories all over the internet about what these guys are doing. I'm not sure how this is legal. Even if I tell them that I will discontinue using their service, I was told that I still have to comply with their questions in order to get my funds released.
Business response
02/05/2025
Hello,

Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you within 5 days via email.

Thanks,

Square

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