Business Profile

Credit Card Merchant Services

Square, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

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 Complaint

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:08/01/2022
Type:Customer Service 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 was notified of a transaction from another state that i did not make. I immediately tried to cancel the transaction. I was unable so i contacted customer support and immediately reported my card stolen. All within minutes of the transaction being made. Customer support said there was nothing they could do until the transaction went through!
Business Response
Date: 08/05/2022
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 App
Initial Complaint
Date:08/01/2022
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.
Ive signed up with square last year in 2021 and I have had nothing but problems with them. They were always putting my account on hold for any and everything and Ive always sent in proof and details in order to lift my hold. Whenever a person account is on hold with square that mean your hard earned money is also on hold. So on July 25, ********************************************************** my name onto my square checking account which is also in my name and boom my account was put on hold which means I can longer use my funds. Square put my account under review for a couple of days and finally emailed me stating that my account was deactivated. I LITERALLY DID NOTHING TO BE DEACTIVATED! All I did was move my own hard earned money onto their glitchy app . NOW MY $1,500 is stuck on their app for 150 days and I literally have bills that I need to pay. I need my money now. Ive bought square equipment with my money and you guys wasted all of my money
Business Response
Date: 08/04/2022
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 to help.

Thanks,

Square
Initial Complaint
Date:08/01/2022
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.
Square processed my company/me and approved me to do business, start charging my customers via credit cards. I charged one customer close to 5 thousand dollars and within 30 minutes I received an email asking me to produce paperwork for the company and asking to either link to my business account or produce bank statements. I provided articles of incorporation, EIN, and copies of client invoices They would hold my money for 2 days. Abut 5 hours later I get a notice that they deactivated my account and that they will hold the 5 thousand for 90 days. I tried calling support, no way around it all messages based on my phone number. I tried support online same result, denial of service. I called from a different number and got through. The young man helping me felt bad and said there was nothing he could do.Why is SQAURE holding my money for 90 days, accruing interest on my money? The client could have been contacted to verify invoices are valid and there was no possibility of any back charges. I demand the money be given back to the client and call it done. I cannot believe that rules in the industry would allow for this to happen, highway robbery and abusive tactics. I hope this can be done as soon as possible.
Business Response
Date: 08/09/2022
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 10 days via email to help.

Thanks,

Square
Initial Complaint
Date:08/01/2022
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.
Been a square customer since February 2019. My account is on hold due to a bank account update. I have funds held in my balance. Square is holding my money hostage and has not delivered for the services I pay a fee for. I have called 4 times today to resolve matters and will be proceeding with Legal action this week if my account restrictions are not removed. I have filed a complaint against Square with my state's Attorney General. Square should be receiving communications from the state on my behalf. I am requesting a call from the executive regarding this matter so I can provide them with more information about the issue.
Business Response
Date: 08/05/2022
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 to help.

Thanks,

Square
Initial Complaint
Date:08/01/2022
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 signed up for a Square account under the email ************************* in February 2022 for the purpose of processing credit cards for the services I provide. On March 8th, 2022 I received the account deactivation notice sent to my email "Based on the information you provided about your business, were not able to support your business needs right now." Further stating that the funds in the amount of $32,124.24 received from my customers will be held for 90 days by Square Capital, LLC (here and after referred to as Square) and will be released to my account on June 6th, 2022. I did not receive my funds on or after June 6th, 2022 and I sent several emails to Square, but received no response. After calling Square several times I finally received a response on on June 22, 2022 via email that funds have been blocked due to one of my customers using a card issued by a ************ that is on the Specially Designated Nationals and Blocked Persons List. Please note that it was not the reason stated in the initial email sent on March 8th.I'm taking financialloss due to Square Capital, LLC. My customer, who made payments using a card issued by ********* is NOT under any sanctions, nor on any sanction list.My customer made the above reference payments on March 4th and 5th.EO ***** Directive 3 putting ********* under Sanctions became effective March 26th, 2022 as indicated on the **** websitehttps://sanctionssearch.ofac.treas.gov/Details.aspx?id=******. Thus when payments were made ********* was not under any sanctions.The transaction described above does not fall under any Sanctions.Payments made by other customers were made using cards issued by other banks that are not under any sanctions as of today. Those funds are also being held by Square Capital, LLC.I asked Square for my funds in the amount of $32,124.24 be released immediately, but got no response.Please help me solve this situation.
Business Response
Date: 08/09/2022
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 10 days via email to help.

Thanks,

Square
Initial Complaint
Date:08/01/2022
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.
An old Square account that I havent used in years. Someone hacked the account, changed the phone number on the account. I tried to take care of it, but I got an email on 07/27/2022 saying the account was deactivated, On 08/01/2022, money was taken from my bank account due to account being hacked. I have tried numerous times to speak with square, but they refuse to discuss, unless by chat. I had to close my bank account, which brings on a whole new set of problems with opening a new account, and setting up all my **** pays again.
Business Response
Date: 08/08/2022
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 10 days via email to help.

Thanks,

Square
Initial Complaint
Date:08/01/2022
Type:Customer Service 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.
Over the weekend I received two emails: 1. That a Square debit card was sent to an old address and 2. An email to activate the card. When I logged into my account, I had to verify with my phone number, but it wasn't mine. It obviously belongs to someone else. I have no idea if my account was hacked. I tried calling over the weekend with no success. I called this morning (Monday) and spoke to a customer service rep that had to transfer me to another department. I explained what was going on and placed me on she looked into my account. When she came back on the line she said that she couldn't talk to me anymore and had to disconnect the call!?!?! I don't understand. Apparently they could only communicate with my via email!?!?!I don't understand why a company would disconnect the call and only want to communicate via email!!! I need to know if my account was hacked and get it resolved!!! THIS IS VERY UNPROFESSIONAL!!!!!
Business Response
Date: 08/09/2022
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 10 days via email to help.

Thanks,

Square

Customer Answer
Date: 08/09/2022

Complaint: 17651517

I am rejecting this response because:

I should not have to wait 10 days for a response to this matter.

Sincerely,

*****************************
Business Response
Date: 08/15/2022
Hello,

Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 8/9/2022. 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 squareup.com/help.

Thanks,
Square
Customer Answer
Date: 08/15/2022

Complaint: 17651517

I am rejecting this response because:

I cannot login into my account at all. So, going through their website is not acceptable. I have fraudulent activity on my account that needs to be addressed. I also received a phone call on Sunday to call back on Monday for help. Why am I getting a call on a Sunday to call back on Monday??? This is unacceptable business practice and customer service.

They need to do their job and stop playing games.

Sincerely,

*****************************
Business Response
Date: 09/12/2022
Hello,

Thanks for following up. It looks like we worked with you in regards to this complaint on 8/17/2022. 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 squareup.com/help.

Thanks,
Square
Customer Answer
Date: 09/14/2022
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.

My account was restored after talking to someone over the phone about it.

Sincerely,

*****************************
Initial Complaint
Date:08/01/2022
Type:Order 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.
Square is holding credit card transactions under false pretenses and are going to end up making us close our doors we are among a lot of other businesses that they are doing this to
Business Response
Date: 08/09/2022
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 10 days via email to help.

Thanks,

Square
Initial Complaint
Date:07/31/2022
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.
A person's account got hacked on cashapp and requested a refund of $410. It came out of my bank despite numerous attempts to prevent the action from happening. No one was willing to help me. The sender also filed a dispute saying thay he did not request a refund. However, cashapp refund money to everyone who was affected except me. I cannot afford $410 to be taken from me because their services is not secure enough to protect its customers. I just want my money that was stolen from me because of their lack of secured software.
Business Response
Date: 08/03/2022
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 App

Customer Answer
Date: 08/03/2022
No one tried to help. They did not offer me my money back. My money got taken from a hacker. The business is the reason, their platform is the reason I'm missing $410 despite all of relevant and sufficient evidence I showed them, proving that their failure to protect their customers is not of their concern. It's all a sham and CASHAPP is a heartless business and they rip off patrons for greed ans gain.
Business Response
Date: 08/09/2022

Thanks for following up. It looks like we reached out to you via email in regards to this matter on 08/03/2022. 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 that email.

Thanks,
Cash App
Initial Complaint
Date:07/31/2022
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.
07/27/2022 a customer paid for merchandise using invoices we created with customer information on it..Customer paid with their debit cards received their items next day but we never received our funds from Square. They deactivated our account for no reason at all. No explanation and still holding our money. We taking them to all claims court for $3500 in losss and damage
Business Response
Date: 08/09/2022
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 10 days via email to help.

Thanks,

Square

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Square, Inc. is BBB Accredited.