Complaints

This profile includes complaints for Square, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Square, Inc.

  1455 Market St., Ste 600 San Francisco, CA 94103-1332

  
• 

  Square, Inc.

  PO Box 220430 Chantilly, VA 20153

• 

  Square Inc.

  305 King St W Floor 9 Kitchener, ON N2G 1B9

• 

  Square Inc.

  375 W Broadway New York, NY 10012

• 

  Square Capital LLC

  3800 N Central Ave Ste 46 Phoenix, AZ 85012-1992

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/16/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi. Today, my account was deactivated for no apparent reason and I cannot contact support at all for this. I have just made this account and I have verified all my information because I wanted to get a Square Checking account, and I have done around ~3K in sales in the past 2 weeks with no disputes at all. I just really want to have my Square back because it's literally perfect for my eCommerce business... If you need any information about my business and me personally, please contact me through email you and I will give you everything that is required. I also had around 600-700$ in my balance before my account was closed.

  

  Business Response

  Date: 07/16/2025

  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 Answer

  Date: 07/18/2025

  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. They have reinstated my account!
  

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have $543.91 at the Square plus they have charged me $86.90 processing fee however they refuse to transfer my money into a bank. They keeptelling me the bank has to verify the money this has been going on for over a month I have called. I have text. I had one who was named ****** ****** who called me told me that it was ***** *********** which Ive used ***** Fargo for 30 years. I called ***** Fargo. ***** Fargo said they received pennies back and then took them back, which is their verification so then ****** said no as **************** they haveproblems with them so I switched to a different bank account *************************** in *******, ******** of which today I called not once but twice to verify that did receive the ***** verification and it was removed yes, they did. They refused to put a manager back on the phone with me. Every person that you get is through the computer and they come on andtry and answer your issues. They even said today they would have a manager call me, but of course they have not now I would like my I have asked kindly nicely. I begged Ive pleaded Ive cried. Ive asked for my money back plus all these charges since theyre charging me thats not working. I have text messages in my phone I have verification of how many times Ive tried to transfer this money. I need some help. They wont let you talk to a human being and when you do talk to a human being after hours, theyve done everything that they can do for me this is a situation that I cannot get through to the owner.

  

  Business Response

  Date: 07/16/2025

  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 Answer

  Date: 07/18/2025

  On July 17 th I obtained $534.39 from the Square but not the $86.00 for charges while trying to get my money out which was taken out of the money owed me.  This was after I informed them that I was filing a complaint with you.  I would appreciate it if you could obtain the remaining money still owed me.  ******** Bianca

  

  Business Response

  Date: 07/18/2025

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 07/17/25. 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 Answer

  Date: 07/19/2025

  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

  Date:07/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My new square account for my business that I just opened was used for the first time by a client. After I run his card and it goes though square decided to put the entire amount on hold for over 100 days for no reason at all. It was my first transaction on this account

  

  Business Response

  Date: 07/15/2025

  Hello, 
  
  Thanks for reaching out and making us aware of this issue. We’re 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 Answer

  Date: 07/16/2025

  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,
  
  
  
  Jasmine M*****

• Initial Complaint

  Date:07/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The present issue I am having with Square is for using their payment processing services in may of 2024. At this time they withheld over $400 in Canadian funds. Since may 2024 I have phoned square a handful of times requesting a simple *** of my funds. It was always the same story of having to resubmit my account for review, and I would receive an email in 1-2 business days. (Which I have not received a single email back with a resolution)Now I am at the point of calling them to ask every 3 months just to get the same story. I am tired of waiting for square to decide to get back to me with a fair resolution. I cannot gain access to the account in question anymore as it has been deactivated however I do know the gross sales was $480 by credit/debit card. My resolution I am seeking is double the gross sales amount specified above, with interest rounding it up to $1000. The reason being, this has taken far too long and I have been made to jump through far too many hoops just to get my funds that square has admitted to me on the phone on each occaision I have phoned them that they do owe me. The ball is in Squares court now. I can no longer access this account and ********************** has failed to assist me in doing so upon my request therefore I cannot obtain supporting documents at this time

  

  Business Response

  Date: 07/10/2025

  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
  
  
  

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was deactivated on March 3rd with $241.45 in funds not released. They informed me the funds would be available by June 1 (after 90 days) at the latest however after waiting this time, the amount remained frozen. I reached out several times throughout June and early July to support who either claimed the issue would be resolved by tomorrow or that they escalated to a special team who would email me but no attempt to contact me was ever made.

  

  Business Response

  Date: 07/10/2025

  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
  
  
  

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I participated in an event called women's day and the sales I made from those days were withheld by Square as many others as well.

  

  Business Response

  Date: 07/10/2025

  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
  
  
  

• Initial Complaint

  Date:07/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 7, 2025 - I am filing a formal complaint against Square, Inc. for unjustly deactivating my newly created account and withholding funds from a legitimate transaction without providing any meaningful explanation or support.After setting up my Square account and enabling automatic withdrawals (12 business days, no fee), I processed one payment ($1,000) using their Virtual Terminal. Just before the transaction completed, I received an email from Square stating that identity verification was required and balances could not be spent or transferred and would take 23 business days for verification.Instead of allowing time for that process, my account was deactivated almost immediately after the transaction completed. I was informed via email that, following a review, Square found activity their platform is unable to support. The funds (minus fees) which had already been deposited into my Square balance were frozen and will be held for 180 days.I did not attempt to withdraw the funds and had not conducted any **************. This was my first and only transaction.I contacted Square support via live chat and received no meaningful assistance. They:Refused to provide any specific reason or detail about what triggered the deactivation,Stated the decision is final and cannot be appealed,Would not expedite release of my funds under any circumstance.I am a legitimate business owner, and this situation is unreasonable and damaging. There was no fraud, no warning, no chance to verify my identity as initially promised just instant deactivation and a 6-month hold on my money.Desired Outcome:Immediate release of my frozen funds A clear, specific explanation of why the account was deactivated A review of Squares handling of new accounts to prevent this from happening to others This process lacks transparency and fairness, and I am requesting the BBBs assistance in resolving this matter promptly and justly.

  

  Business Response

  Date: 07/09/2025

  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 Answer

  Date: 07/09/2025

   
  Complaint: 23567556
  
  I am rejecting this response because it is simply a notice of investigationnot a resolution. Please ensure this case remains open until a full explanation is provided and Ive had the opportunity to review and respond to the findings.
  
  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 07/14/2025

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 07/11/25. 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 Answer

  Date: 07/14/2025

   
  Complaint: 23567556
  
  I am rejecting this response because:Yes, I did receive the email from Square on 07/07/25 approximately 30 minutes after my very first transaction was processed. I want to be very clear: I am not disputing the account deactivation. That is their decision.
  
  
  What I am disputing is Squares right to hold my funds for 180 days without a specific explanation. Their vague reference to card network obligations and generic sections of the Terms of Service is not a legally sufficient justification to withhold money that rightfully belongs to me.
  
  
  If there was a violation or risk associated with the transaction, I am entitled to know what that was. Otherwise, this appears to be a blanket hold with no basis which could be seen as an unfair or deceptive business practice. Their refusal to provide a clear explanation further supports that concern.
  
  
  Unless Square can articulate a legitimate, case-specific reason for holding the funds, I am formally requesting that the balance be released immediately.
  
  
  I asked them to please escalate this matter as needed. I reserve all rights and am prepared to pursue this further if a resolution is not provided promptly.
  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 07/16/2025

  Hello,
  
  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 07/15/25. We reviewed this interaction upon receipt of your initial complaint and we can confirm that we have provided the correct information for this issue, consistent with our Terms of Service. No additional action is available at this time. 
  
  Thanks,
  Square
  
  
  

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23567556
  
  I am rejecting this response because: This message is a repetition of prior vague communications that fail to address the core of my concern:
  
  
  You have not provided a specific explanation for why my account was deactivated, nor have you identified any violation on my part that would justify withholding my funds. Simply stating that the matter is closed does not satisfy your obligation to transparency or fairnessespecially when no concrete reason has ever been given.
  
  Let me be absolutely clear:
  
  I am not asking for reactivation.
  I am demanding the release of my funds unless you can clearly identify a legitimate reason or policy violation.
  I am also requesting that this matter be escalated to a supervisor or compliance/legal departmentsomeone capable of providing an actual explanation, not scripted deflections.
  
  If this continues to be ignored, I will be forced to consider filing a formal complaint with the ************************************ (****) or any other relevant financial regulatory agency. Square holds my money. I am entitled to transparency.
  
  Please escalate this issue and respond promptly with substancenot another canned dismissal.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 07/18/2025

  Hello,
  
  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 07/15/25. We reviewed this interaction upon receipt of your initial complaint and we can confirm that we have provided the correct information for this issue, consistent with our Terms of Service. No additional action is available at this time. 
  
  Thanks,
  Square
  
  
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23567556
  
  I am rejecting this response because:
  Againit does not address my concerns in any meaningful way. You continue to reference prior communications without acknowledging that none of those responses included a specific explanation for the deactivation of my account or the withholding of my funds.
  
  If, as you state, you have provided the correct information and addressed this issue, then I ask that you specifically identify:
  
  Where in your prior communication you outlined the exact reason for my account deactivation.
  What policy or Terms of Service provision I allegedly violated.
  The justification for continuing to hold my funds, and for how long you intend to do so.
  
  General references to your Terms of Service or vague security concerns are not valid explanations. I am entitled to transparencyespecially when you are holding my money.
  
  At this point, I am not asking you to repeat that the case is closed. I am asking you to demonstrate how youve already answered my concernswith specifics. If you cannot do that, then escalate this to someone who can.
  
  Failure to respond substantively will leave me no choice but to file a complaint with the ************************************ (****) and any other relevant oversight agencies.
  
  I expect an actual answernot another generic reply.
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a Square customer for over 3 years and rely on their platform to run my business. On July 5, 2025, I updated my linked debit card and adjusted my transfer settings within my Square account. Immediately after making these changes, Square froze my available balance and placed my account under review without warning.I reached out to Square customer support multiple times. Initially, I was told my funds would be reviewed and released within 12 business days. Today, on July 7, 2025, I spoke with another Square agent who assured me the review would be completed within 24 hours and my funds would be accessible.Despite these promises, my funds remain frozen, my Square balance shows $0, and I have received no further updates or timeline. I have seen numerous other small business owners face similar issues with Square, and I am now concerned this situation will drag out far longer than the promised timeframe, jeopardizing my *********** business cannot operate effectively with these funds withheld. I depend on timely access to revenue to pay expenses, purchase supplies, and support my livelihood.

  

  Business Response

  Date: 07/09/2025

  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 Answer

  Date: 07/10/2025

  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

  Date:07/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with this business because it was recommended to me by many people in the book selling business and I finally decided to give them a shot and try it out since I sell books either new or second hand on ******** marketplace and in my ******** groups. I finally made a sale and sent my customer a invoice via ********************** and next thing I know after the person paid it was suddenly flagged which i didnt understand why because this was the first time using the square app and then Im being told by square I need to verify myself for them to release my money so i sent in my ID and a selfie as per there request and was told they couldnt verify me so I had to send in my ID again,3 months of bank statements and the invoice i sent to my customer in order to verify myself and next thing I know I cant see my funds anymore and my balance is showing zero dollars even though I had made over two hundred dollars and square is not responding

  

  Business Response

  Date: 07/09/2025

  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 Answer

  Date: 07/10/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  This should have never happened in the first place and I am out over $215 because someone made a mistake and I was not notified properly about what was going on besides that the you as the company would get back to me and you never did, which to me is very disappointing because this should have never happened in the first place 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/10/2025

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 07/09/25. 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 Answer

  Date: 07/10/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because: these are all the emails I have gotten from you and there is nothing stating that my account wasnt going to be resinated or not and when I log in it still shows me that my balance is unavailable and to wait for an email so obviously someone messed up and I am owed the money that was sent to me 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/14/2025

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 07/09/25. 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
  

• Initial Complaint

  Date:07/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business deactivated two of my accounts for no reason. It drastically hurt my sales and square has withhold money from me for a long time.

  

  Business Response

  Date: 07/09/2025

  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