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:07/05/2025

  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.

  Im filing this complaint in response to Squares sudden and unjustified deactivation of my merchant account and their decision to withhold my funds for 90 days, despite my full cooperation and clear evidence disproving any allegations of fraud.On or around July 2nd, 2025, Square requested additional information about my business after recent transactions. I promptly and thoroughly responded to all inquiries, including a client confirmation clearly verifying that all payments made were legitimate. Due to a temporary issue with the clients card being declined on a single platform, we completed the payment using multiple platformsa standard workaround that was communicated and authorized directly by the client.Despite this, Square deactivated my account with no meaningful explanation, stating only that my business needs are not supported and that the decision is final. They are now holding my fundsearnings from valid consulting services renderedfor 90 days, until October 1, 2025. This is not only excessive but damaging to my operations as a small service-based business.There have been no chargebacks to date. I have done nothing to warrant this treatment and have documentation to prove the legitimacy of these transactions. Squares refusal to provide a path for review, escalation, or appeal violates the spirit of fair business practices and leaves me financially vulnerable.I respectfully request BBB assistance in compelling Square to release my funds immediately and to review this matter with transparency and fairness.

  

  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
  
  
  

• Initial Complaint

  Date:07/04/2025

  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.

  I opened a square account to process my payments as a small business. Square opened the account for me, processed the payments, and then decided to hold the payments. Once I contacted square I was told by **** that our funding would be released and deposited into our account. Days went by and calls were made to square and we kept getting the same answer. The funds would be released tomorrow. As of the 4th of July at 6pm square has decided to cancel our account for no reason and hold my companies funds for 90 days. Our business is registered with the *** and the state of *********This is completely unprofessional to hold funds of a small business for 90 days after our account was approved and our bank account was ************ could we have a business bank account without an EIN number?Our business name is *******************************

  

  Business Response

  Date: 07/08/2025

  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:07/04/2025

  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.

  To Whom It May Concern at the Better Business Bureau,Im filing a formal complaint against Square, Inc. for abruptly terminating my merchant account on July 4, 2025, while my team was working the USA Fencing Summer ********* in *********, **. This happened mid-event, leaving my employees unable to process payments, disrupting sales, and causing chaos during one of our busiest weekends.Square requested documentation, and I promptly submitted:A government-issued ID Legal business documents Explanations for every transaction, including one manual entry due to a card tap error I even subscribed to Squares messaging system to verify the manually entered charge directly with the customer. Despite this, I received a vague response claiming they could not verify my identity a baseless and suspicious claim, especially considering Im a veteran with publicly verifiable records.Square is now withholding over $8,000 for 90 days funds I need to pay my team and vendors. Im a new small business owner, and this decision has caused severe emotional and financial strain. I had a panic attack that day and now face the risk of closing my business.Whats more troubling is that my **** have used Square under other distributors with no issue. But now that I, a Black veteran, am running my own business, Im suddenly deemed high risk? With no appeals process or real explanation?This feels discriminatory, reckless, and unethical. I ask the BBB to investigate:1.Squares lack of transparency 2.Its inadequate dispute process 3.Possible racial bias 4.The harmful practice of freezing funds from legitimate small businesses I trusted Square. They failed me.Sincerely,******* *****

  

  Business Response

  Date: 07/08/2025

  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:07/03/2025

  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.

  07-03-2025 I have been a QuickBooks user for 10 years and did not like the crazy charges so I decided to try Square out. I am a Master Plumber and own my own business and have for 19 years now. Well after finishing a job I invoiced my client and he paid the invoice. I was happy until the shenanigans started. I got a email saying send a copy of my ID and License not a problem did that, it said it was accepted ok awesome. A few hours later I get another email saying to send me a copy of the invoice I sent my customer because all they can see on the ********************** side is a receipt. Ok well not a problem so I do then they wanted to see a QuickBooks invoice so I sent them the same client to show that he has been a regular customer of mine. The payment was for $1,201.95 other jobs I have done for him have been a little more and it shows in detail what he is being charged for ************** Again I had to send another copy of my ID which is now 2 times. Not a problem I am told that it will be deposited in 2 days. Ok well that was not a problem either. A hour later I get another email saying that my account is deactivated and I will not get the payment until 10-01-2025. I called to speak to someone and was hung up on the first time the second time no reason or answers were provided to why its being deactivated or my funds held. I asked them to call my customer to see that there is nothing fraudulent going on, I complied with everything I was asked for and when asking the persons name and ID number he said ****** and he is the only ****** that works at square and then I was hung up on. From looking on here and the complaints this is a normal thing for this company which is such a shame. Maybe they need a class action lawsuit against them its not ok to steal or hold someones hard earned money. I worked for that money and needed it to purchase food and my gas for the week and now im up a river with no paddle.

  

  Business Response

  Date: 07/08/2025

  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:07/03/2025

  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.

  Deactivate account with No Reason

  

  Business Response

  Date: 07/08/2025

  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:07/03/2025

  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.

  Detailed Complaint:I am a small business owner operating a beauty supply store and salon in *******, **. I have used Square for point-of-sale and payment processing for multiple businesses. Without warning, Square terminated all of my accounts and provided no reason or documentation. I have contacted support multiple times and have been told the decision is final, with no appeal process and no access to human support.This action has disrupted my business operations and impacted my customers. I am requesting that **********************/********************** review this case, provide a clear explanation for the account termination, and allow the opportunity to resolve any issues or reinstate my account immediately. I have been an avid square customer over the years for all of my businesses without issue.

  

  Business Response

  Date: 07/08/2025

  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: 07/08/2025

   
  Complaint: 23553768
  
  I am rejecting this response because:
  Square is stating that they require five business days to investigate, but I find this unacceptable. Prior to filing this BBB complaint, I made multiple attempts to contact Square directly to resolve this matter. My accounts were terminated without clear explanation, and my attempts to reach a resolution through their internal channels were either ignored or met with automated, unhelpful replies, with dead ends from **** telling me they flat out could not help me. 
  
  
  This issue has already caused serious disruptions to my business operations, and the lack of transparency from Square has been ongoing. I only turned to the Better Business Bureau after exhausting every other option. Their current claim that they now need five more days to investigate is both dismissive and unreasonable, especially considering the time that has already passed since I initially reached out for support.
  
  
  I am requesting a full explanation for the termination of my accounts, along with immediate assistance in reopening my Square accounts. I expect a timely and detailed response, not further delays.
  
  
  Thank you,
  ******* ******
  *********************
  
  
  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 07/10/25. 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: 23553768
  
  I am rejecting this response because:
  
  Square still fails to explain why my Point-of-Sale accounts were abruptly closed. Simply stating that we provided the correct information consistent with our Terms of Service does not tell me:
  
  
  Which specific Term(s) of Service I allegedly violated.
  What transactions, activities, or behaviors triggered the account closures.
  Any supporting documentation or evidence demonstrating a breach.
  What steps, if any, I can take to reinstate my accounts or appeal. As o have not violated ANY terms of service. 
  
  
  
  
  Without those details, I cannot understand or address the issue. To resolve this matter, please provide:
  
  
  A clear citation of the exact policy provision(s) violated.
  A timeline of the alleged incident(s) with transaction IDs or dates.
  Any investigative findings or documentation.
  Instructions for how I can contest or remedy the situation.
  
  
  
  
  I appreciate your prompt attention. I look forward to a transparent explanation so we can close this complaint an amicable resolution. 
  
  
  Sincerely,
  
  
  ******* ******
  Owner, *********************
  **************
  
  
  
  

  

  Business Response

  Date: 07/14/2025

  Hello,
  
  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 07/11/25. 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: 07/14/2025

   
  Complaint: 23553768
  
  I am rejecting this response because:
   it does not address or explain the real issue. Square initially accused me of using their processing system as a form of cash advance, which is completely false. I have never used Square in that way.

  
  
  The email they sent on 07/11/25 actually acknowledged that they were incorrect in how they categorized some of my transactions. Yet despite this admission, my accounts remain terminated with no resolution, and Square continues to avoid providing a clear or justified explanation.
  
  
  I have run a legitimate business and can provide invoices and proof of valid transactions. If Square is claiming my activity violated their Terms of Service, they need to be specific and transparentespecially after already admitting to their mistake. A vague reference to terms with no actionable follow-up is not an acceptable resolution.
  
  
  I am requesting a full explanation, reversal of the account closures, or at minimum, accountability for the false accusation made against me and the damage it has caused to my business.
  
  
  Thank you,
  
  
  
  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 07/11/25. 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: 23553768
  
  I am rejecting this response because:

  Thank you for the follow-up, but I must firmly disagree with Squares claim that they have adequately addressed my concerns.
  
  
  Square abruptly terminated all of my accounts without providing a specific reason. When I inquired, I was vaguely accused of using their services as a form of cash advance, which is completely false and damaging to my business reputation.
  
  
  To clarify: the transactions in question were not cash advances. They were legitimate, documented payments made for services at my licensed salonspecifically services I personally paid for on behalf of my mother and community members. These were charitable or donated services, and I have since obtained documentation from my licensed accountant to verify the nature of these payments.
  
  
  Despite my efforts to provide this supporting documentation, Square has ignored these details and has instead issued generic replies referring back to their Terms of Service without explaining how any specific term was violated.
  
  
  This is not only unfairit is also misleading. I have followed all policies and used Squares services in good faith as a licensed and tax-compliant business owner. The failure to properly investigate and consider my evidence is unacceptable.
  
  
  I respectfully request that this matter be escalated and reviewed properly with consideration of the documentation I have offered to provide.

  I have also taken it upon myself to look further into Square customer base, and I see this to be a constant issue with square largely with a large number of their consumer's. Most with the same gross accusations. Square not only are not adhering to their own practices, but they are ruining businesses and businesses relationships without giving businesses the opportunity to provide necessary documentation to combat their outright wrong accusations. 

  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/03/2025

  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.

  Theyve deactivated my account for absolutely no reason, prior to deactivating, they asked for my Identification and a bunch of different questions as to why Im making such large transactions, etc. They have NO business asking that (even though I responded very politely and promptly). After another transaction was processed through them successfully they deactivated my account stating no reason and said it was final. I have around 2000$ in the account and I need to pay my affiliates with that money. Please help me at least get my funds back because Im definitely not working with Square ever again.

  

  Business Response

  Date: 07/07/2025

  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: 07/08/2025

   
  Complaint: 23551899
  
  I am rejecting this response because: They didnt do anything about the case, only slapped their original email back to me as a response to BBB.

   

  I need my 2000$ that you are holding. This is incredibly frustrating and classified as cheating your customers.
  
  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 07/08/25. 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:07/03/2025

  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.

  I am a licensed *** in the state of *******, and I've just started running a consulting business as a sole proprietor in **. I opened a Square account on 06/30/2025 to collect a $10,000 retainer from a client for professional services. This payment was split into two invoices covering the clients two businesses and paid via Square by 07/01/2025.On 07/02/2025, Square abruptly deactivated my account and stated they would hold my funds until 09/30/2025, with no detailed explanation. I promptly submitted my government-issued ID, address, and uploaded a signed engagement letter showing that this was a legitimate transaction for contracted business services.Despite complying with every request and demonstrating that this was a valid and transparent business payment, Square is still withholding my funds. This is creating financial hardship and damaging my client relationship.I am requesting an immediate release of the $10,000 and a full review of this case by a human agent with authority to resolve account holds.

  

  Business Response

  Date: 07/07/2025

  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: 07/07/2025

   
  Complaint: 23551534
  
  I am rejecting this response because:
  

  Dear BBB Specialist assigned to my case:

  Thank you for working on my case. I am rejecting Square's above response because I am aware of their generic and non-compliant responding tactics. I am asking your advocacy for my case as I just started my business and the retainer that my client has paid to me that Square is holding is crucial to my business operation. I have start-up expenses that need to pay immediately.

  Solution requested: I urge Square to immediately release my $10,000 (minus processing fee) to my bank account, which is already verified by Square. I have submitted my case to both California Consumer Protection and Georgia Consumer Protection to respective General Attorneys. Please advocate for me as Square is hurting my new business and my credential and brand as a licensed CPA.

  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 07/10/25. 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:07/02/2025

  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.

  I am the owner of a new small independent arts and craft business called Eclectic Fruit Crafts. I had an account with ********************** and had bought their point of sale card machine for my first ever market at Pride without Police in **************. I got through my market and went to transfer my approximately $300 dollars to my bank account. A few weeks past and I still hadnt received my payout but I assume it just takes a bit. A few more weeks and I still havent gotten it and am unable to log into my account on the app. I call the customer service line this morning to learn that my account has been deactivated. I am told by an automated system that I should have received an email with all the information. I was not. **************** wont tell me why and wont tell me how or when I will get the $300. They said they will escalate my situation to their account ******************** team. I received this email from them this evening. So I try calling the customer service line and its the same runaround and them having no information, no way to contact the people who do know, and no solutions to any of my inquiries. I try the chat and run into the same problem. I have tried any way to contact them and so far I still dont know why and I still dont know when or if I am getting my money back. I am out $300 from the market and $65 from the point of sale machine. I am attempting to return the machine, but seeing as I no longer have the original packaging and it has been used I dont have high hopes. This feels like it could be a targeted hit seeing as I am gay, trans, chronically ill, autistic, and vocally anti-ICE, pro-Palestine, and anti-police, and that the only market I had done so far was Pride without Police, a community ran function that is very leftist and vocal about their politics.

  

  Business Response

  Date: 07/07/2025

  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: 07/08/2025

   
  Complaint: 23551145
  
  I am rejecting this response because:

  My problem has still not been solved and they blamed me, saying that I had deactivated the account, which is an outright lie, I have not touched the account since the market after which they deactivated the account. I was told to call and they could resolve it over the phone so I called and they said someone would contact me. Which they have said before and I got a were working on it email and nothing else. The only thing that has gotten any response from them has been the complaint with the BBB. Which is absolutely absurd that it took getting to this point for someone to take any action. I still dont have my money, my account is still deactivated, and I still dont know why it was deactivated.

  
  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: 23551145
  
  I am rejecting this response because:
  
  Even thought my problem may have been resolved the customer service that was provided was absolutely atrocious and unacceptable. I should not have to reach out through the BBB to get your attention to resolve my case. The audacity to say that I deactivated my own account is insane, disrespectful, and an outright lie. The fact that this took a week to resolve because your customer service team is impossible to get ahold of is unacceptable and a bad business practice. And I know Im not the only person who has been put through the wringer with yall. What if I had a problem at a market where I got deactivated and couldnt get ahold of yall till a week late with trial and tribulation? I would loose out on sales from a pos service not having competent enough customer service to resolve my issue. I also got lied to by customer service saying they couldnt escalate me in one call only to be escalated in the next call. You have shady business practices and s**** over small business owners. A business like that shouldnt exist without major reform. Be better. Its not that hard. 
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:07/02/2025

  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.

  Square has a promotional offering of a free magnetic card reader. On contact with their support, they informed me that the promotion would be redeemable after purchase, which made sense if they were intending to provide the service to pre-existing customers. There was no such redemption in the received mail, and on contact with customer support, the obviously AI assistant was unable or unwilling to provide logs of the above conversation or any avenue to pursue compensation.

  

  Business Response

  Date: 07/07/2025

  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: 07/07/2025

  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.
  
  (Refund acknowledged via email)
  
  Sincerely,
  
  ***** *******