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. has 8 locations, listed below.

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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:07/31/2022

  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.

  Thus company suspended my transfers from my personal merchant account and will not talk to me to resolve and get the money back to me. They also are not refunding customers from my account. They **** orders as refunded but never actually send a refund. Theyve held my payments for 5 days now and have given us the runaround about gaining access back to my account. They are now home $6000 and have not reached out to us or returned any messages, calls or pleas for help.

  

  Business Response

  Date: 08/03/2022

  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: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.

  They are holding my money hostage without a valid reason or explanation

  

  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
  
  

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17649407
  
  I am rejecting this response because I had to close my account behind this. It caused me to lose a ton of business and money. Now I'm using another processor and start all over:
  
  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 8/5/2022. 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

• Initial Complaint

  Date:07/31/2022

  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.

  On 7 21 2022 a charge to my debit card was placed and I didn't place an order with them numerous attempts made to contact them to receive my ***** back to my account has gone unanswered and debit card company will not dispute charges

  

  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
  
  

  Customer Answer

  Date: 08/08/2022

  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.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 10/06/2022

  Marked Resolved by customer

• Initial Complaint

  Date:07/30/2022

  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.

  I received a square business debit card at the end of May 2022/beginning of June 2022. The debit card showed my name on it but I had not requested a debit card and do not own a business. I attempted to resolve this matter by reaching out via chat and was told there would be an investigation. I received another and on 7/29/22 and have gone through the same process. I am concerned that I keep receiving a debit business card in my name and I receive no assistance via chat or through the phone number that is provided. I know my bank accounts are not linked to this card but it is concerning I keep receiving a card with my name but I am I unable to close the account. Through chat it was suggested that I file a police report which I may do. I just want security in knowing that my identity has not been compromised and the company has in no way provided that security.

  

  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:07/29/2022

  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.

  Hi, My name is ***************************. My square merchant account is ************************* Square account services deactivated my account 6 months ago. Please release my balance to my bank account ASAP! Thanks a lot.

  

  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:07/29/2022

  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.

  So I have been in contact with square since July about a savings program I put money in I have well over $1000 in now and it will not allow me to verify my bank account to access my money they said theyve resolved the issue at least 20 times Ive talked for numerous hours emailed and no results last week they were suppose to close the account said it would take two days to get my money no results !!! Im so desperate I need someones help

  

  Business Response

  Date: 08/03/2022

  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:07/29/2022

  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 opened a square account only to use it to recieve a few payments for work myself and my crew did, I sent 2 invoices and they were paid but I have never gotten any of my money because they have been holding it for further review and I am supposed to pay the guys who worked for me and earned that money. I have tried to get ahold of someone but everytime they claim to have no idea how to get me my money.

  

  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
  
  

  Customer Answer

  Date: 08/06/2022

  I accept what they say but no one has actually done anything so only time will tell me if they are living and doing what there response said. as of now i see no email reaching out to me reguarding this issue.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:07/29/2022

  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 am a small apple orchard ****** looking to open this fall. I recently purchased within the last 3 weeks a large amount of equipment from Square. As a ****** I am filed for tax exempt items. I have my EIN, my Sales number, etc.I have contacted the square over 5 times by their only way to communicate is through messaging or text message. I have received the proper documents from the customer agents and three times I have sent over my filled out forms. It is now 2 weeks later and I am continuing to contact customer support and every time they respond " we have not received your files." I have reached my limit of tries as I am doing my own due diligence to follow their rules and suggestions and they are playing dumb.Not only is this an issue, but I received a large item from them damaged and they make it such a hassle to return an unopened item that it makes me have to keep it.This company has no customer support ******************** to offer and needs to be held accountable. They have my money and they are not following through on their end. I have sent everything required.Thank you for your time,Grace

  

  Business Response

  Date: 08/03/2022

  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:07/29/2022

  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.

  I opened a Square "checking" account on July 24th and initiated a transfer of funds from my existing checking account in to my Square "checking account" that same day. I had set up automatic ACH payments for my business to draw from this account and I noticed almost immediately after opening this account and it allowing me to transfer funds into this account square had a message saying that transfers are unavailable while my account is under review which is typically 1 business day. It has now been 5 business days so I called and they said it was due to "suspicious activity" although I was never notified of suspicious activity, nor do I believe my transactions have been suspicious, they had me reset my password and said they "escalated" it but I may not hear back for another 5 business days. I espressed my dissatisfaction and how much this impacts my ability to conduct my business and has affected my credit due to payments bouncing that they have blocked. I have already been charged a $35 late fee by one of the service providers we work with due to square declining the transaction. And there will be more payments we cannot pay timely due to all of our transactions flowing into this account and not having access to any of our revenue for up to 10 business days (we operate 7 days a week though. We want square to reimburse us for any late fees incurred during this hold and release the hold on our account ASAP. We would also like them to provide a written statement to our creditors accepting responsibility for the declined payments. If this is not resolved we will be inclined to switch to another card processor.

  

  Business Response

  Date: 08/01/2022

  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
  
  

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17644095
  
  I am rejecting this response because: I have not received any contact from Square and it has been 48 hours since receiving this response and they still have not resolved this issue. It has now been 8 full days with them withholding over $10k of our funds that were properly and securely collected from our customers. This is illegal.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/08/2022

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 8/1/2022. 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: 08/09/2022

   
  Complaint: 17644095
  
  I am rejecting this response because:
  I did not receive any correspondence from Square regarding this issue via email as they stated. They released their hold on my account after 9 days of holding over $10k of my funds leaving us unable to pay bills for over a week. This is unacceptable and illegal.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/29/2022

  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.

  I ordered a water fire extinguisher they pulled the money never got the extinguisher i email then to find out where it was they never responded

  

  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