Credit Card Merchant Services
Square, Inc.Headquarters
Important 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
Complaints
This profile includes complaints for Square, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3,131 total complaints in the last 3 years.
- 1,075 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/02/2025
Type:Billing IssuesStatus: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 have never wrote to the BBB about any other company before. However, I feel it is my responsibility to worn other small business about this fraudulent ********************************* company has been in business for 60 years those hacks just started 16 years ago. I had a customer ask if I would take a credit. Since he was a new account I told him I would. I go through the square process to get set up everything is going smoothly.I put the credit card in and it goes through as successful. Later I receive a message my account needs more information. Provide more information. Shortly after I receive a message my account is deactivated.However, they tell me I cannot collect my funds until September 25th 2025 (90 days). What is that? How would they like to get paid in 90 days with no penalties or fees. They would charge me fees for 1 minute past due date. Now how does this look for me with a new customer absolutely embarrassing and makes me look incompetent. They have no right to assume I was doing something wrong. If that was the case they never should have accepted the transaction to go through in the first place. If I am on **** bidding on a product and I continue to bid at the end of auction I am responsible for the payment. Once they run the card and approved it square should have to pay. I also provided customer information including Restaurant name owner information and phone numbers to aid in rectifying this situation response account is deactivated. As the BBB it is your duty and responsibility to worn companies of the risk of doing business with square. That there is a chance they will confiscate your money. The company should be red flagged BUYER BEWARE. Thank you for your time and really hope you will follow up with a warning to businesses to stay away from square. Best Regard, ****** ********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,
SquareInitial Complaint
Date:07/02/2025
Type:Product IssuesStatus: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 created an account with ********************** to help with my small underwear pop up shop. I had my first ******** pay me using **********************. The transaction was approved ******** received what they paid for. I have my account set that any funds would be instantly transferred to my bank linked. The next day I checked my bank to see nothing was transferred so I check the app and it says my account was deactivated. Square didn't tell me anything as to why they would deactivate my account but said that my funds would be on hold for 90 days which is odd. why deactivate my account but keep my money for 90 days?? I need my funds to be released to the bank account I have on file.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,
SquareCustomer Answer
Date: 07/08/2025
Complaint: 23549701
I am rejecting this response because: I did absolutely nothing wrong to keep my funds for 90 days. I would be satisfied if my funds get transfered to my bank that's linked.
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,
SquareInitial Complaint
Date:07/02/2025
Type:Customer Service IssuesStatus: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 representative of ************************************* (****), a non-profit based in *********, **. Square has been holding $1,050 CAD in our account since 2024 with no clear explanation, despite dozens of calls and email follow-ups. Each time we are told that someone will reach out, but no resolution has ever been provided. We are requesting immediate release of our funds or a written justification. This has caused financial and reputational damage to our organization. All supporting documents are available upon request.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,
SquareCustomer Answer
Date: 07/09/2025
Complaint: 23549230
I am rejecting this response because:Since July 3rd, no action has been taken to release the money, and after about a year, my money is still blocked.
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,
SquareInitial Complaint
Date:07/02/2025
Type:Order IssuesStatus: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.
Unauthorized Loan Withdrawals from ***************** by Square Canada Complaint:Square issued a loan of $41,100 to More ****************** (***************** location), which was paid in full on April 21, 2025. Despite this, Square has continued withdrawing repayment funds from More ****************** to pay off a different loan issued to *******************, the corporation that operates our ******** location.These are legally distinct businesses with separate CRA numbers, bank accounts, and ownership. Square was informed of this separation during the loan process. Their representatives asked how the businesses were related, and I clearly stated they are independent corporations. They still issued separate loans to each business.Square advised us to set up all locations under one *** system to simplify menu updates and online ordering, which we did. However, that does not give Square the right to combine or redirect loan repayments between unrelated corporations. The *** system is for operational efficiency, not legal or financial merging.When I tried to resolve this, I was transferred nine times on a single call. A representative refused to give her employee ID, threatened to end the call when I mentioned recording it, and refused to escalate me to a manager. I requested a copy of the loan agreement multiple times and received no response.This situation is causing financial and accounting issues and has not been resolved despite repeated contact.Requested Resolution:Stop all loan-related withdrawals from More ****************** for ******************* loans.Reimburse all improperly collected funds.Confirm in writing that loan repayments will be drawn only from the correct legal entity.Provide the clause that Square believes allows them to collect funds across corporations.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,
SquareCustomer Answer
Date: 07/09/2025
Complaint: 23548872
I am rejecting this response because: I have already been in contact with 9 representatives from Square, who either misdirected me, hung up on me, or disregarded my complaint. i believe this to be another of their stall tactics to ignore my complaint and get away with their actions.
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,
SquareInitial Complaint
Date:07/02/2025
Type:Product IssuesStatus: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.
Square is the worst company *** ever dealt with. Had an account with them for years but only used occasionally as my business hasnt taken many credit card payments. But with an increase in customer requests we started using it again. After the very first invoice they froze my account. Had me send all kinds of documents. Ive been in business for 33 years, I provided business license EIN letter LLC formation letter doing business as letter bank statements with my business name on it you name it I sent it but that wasnt good enough for them. They opened it back up, but then the next transaction, they shut it back down again ask for more stuff theres nothing more I can give. They wanted to know how we advertise and we have never ever advertised. We are old school. All of our jobs mostly come from referrals or from homeowners association list or community newsletters. We dont have a website we try to keep overhead cost down. I even submitted a copy of our certifications, also a local award we won for best business from a local community news group, but that wasnt good enough. I swear they want your first born and then thats not good enough. ******. They will hold your funds and leave you stranded with trying to run your business!!!!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,
SquareInitial Complaint
Date:07/02/2025
Type:Service or Repair IssuesStatus: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.
Square filed an incorrect tax form and cause damages with the *** after I paid payroll taxes to them to pay on my business' behalf for 2024. When I called to discuss the problem once the *** reached out to me in April 2025, square said it's been escalated. It's been a over a month with no response and when I called to speak about it, the company can not tell me an answer. I believe I'm paying for a service that is not being performed and am owed my money back.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,
SquareCustomer Answer
Date: 07/07/2025
Complaint: 23548786
I am rejecting this response because its not resolved- they said that they would look into the matter per the communication sent from square and once they look into it and theres a resolution, then I will be able to go forward from there.
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,
SquareInitial Complaint
Date:07/01/2025
Type:Product IssuesStatus: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.
On May 21, 2025, I placed a Kohls order for $1,144.30 paid with my Cash App Card. The package was marked delivered by *** on May 28, but it was misdelivered to the wrong unit at my building. I provided Cash App with photos proving the delivery location does not match my actual apartment entrance, plus a screenshot of my chat with ***** confirming the misdelivery and advising me to dispute the charge with my ********* App originally denied my first dispute, so I resubmitted with more evidence on June 24, 2025. On June 25, they promised in writing to update me within 710 business days but failed to do so and are now refusing to issue a provisional credit or finalize my refund. They have told me I am free to take legal action instead of resolving this.I am seeking BBB help to get my full refund or provisional credit issued immediately.Business Response
Date: 07/10/2025
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 to help.
Thanks,
Cash AppInitial Complaint
Date:07/01/2025
Type:Order IssuesStatus: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.
A customer pay me money through **********************. ********************** takes the money from my customer's account but did not want to send that money to my account. Then they deactivate the account and keep that money. I didn't want Square to keep that money so I process the refund to refund that money to my customer. My customer get their money back but ********************** still charge me the processing fee. They don't want to process the payment but still want to keep the fee. I contacted their customer service, they said nothing they can do. They don't do anything but they charge money. That is so wrong.Business Response
Date: 07/02/2025
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,
SquareInitial Complaint
Date:07/01/2025
Type:Service or Repair IssuesStatus: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.
So currently we run a small clothing brand called ***************, and we do in person pop up markets from time to time and thats the only time we use Square. First two times weve used it and it was fine. Also before the account was under ******* ********** ************************* and now when i tried logging in, i couldnt verify since my old phone number was attached so we decided to use my partners information which is ******* ** ************************ Now the issue is that after the market is now over and we are trying to transfer our funds from our square account to our bank account, it wont let us. And now you guys have emailed saying that you deactivated our account. Im not exactly sure why and if you need to verify anything we are more than willing to help, instead of freezing our account. Please reply to this asap so we can resolve it and so we can provide any additional information so we can unfreeze our account and receive our rightful money without waiting the 90 days. Thank you kindly.Business Response
Date: 07/02/2025
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,
SquareInitial Complaint
Date:07/01/2025
Type:Service or Repair IssuesStatus: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 erased all the transaction I made on 6/24/25. They are not willing to figure out what happened and have declined helping further unless I find all the random customers and have them print off transaction receiptsBusiness Response
Date: 07/02/2025
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,
SquareCustomer Answer
Date: 07/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Minda C****
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