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:07/29/2022

  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.

  Hello, I am a moving referral business using square to process some payments on 7/27/2022 my account was deactivated for no reason with 0 explanation. They are holding over $900 from me in sales. I need this money released immediately. I would also like an explanation on why my account was deactivated. I have not broken any of there terms. I have tried to contact them but the contact button on there website does not work.

  

  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:07/29/2022

  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.

  My account had been in review all week. They blocked my money. Block all my Transaction I have all my money in this account I cant even pay my rent . They refused to give me any updates on the reviews refused to explain why its in review and just keep telling someone will email me in 3-5 days. Ive been hung up on lied to and just created like s*** and if this continues i will have know chose but to go to court. Im a small business I cant afford for my money to be just taking from know good reason please i hope someone see this and gets back to me this is really becoming a problem for my business going forward

  

  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:07/28/2022

  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.

  Taken over 2 months of numerous emails and phone calls to get address corrections on the ****-K issued. I have followed their policy guidelines and provided the necessary information and they still refuse to make correction. Their customer service staffers (***** C and *****) are only nay ****** and incompetent. Asking same questions over and over again. They refuse to connect you with a supervisor or someone who might have the knowledge to make the correction. They are all speaking English as a second language from 3rd world countries so very difficult to understand over the phone and they do not understand English well enough to get it right. Their final resolution is to consult a tax professional, which I have done and my accountant states I need to get them to make the correction.

  

  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
  
  

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17637865
  
  I am rejecting this response because: no resolution has been offered.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/08/2022

  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 8/3/2022 and that we are currently reviewing your issue. Depending on the situation, some investigations can take between ***** days, as is consistent with our Terms of Service. We are committed to providing the correct resolution for this issue, and we appreciate your patience. We will reach out to you via email as soon as were able to share more information. 
  Thanks,
  Square
  
  

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17637865
  
  I am rejecting this response because:  I received two contradictory emails from Square in the past week from 2 entirely different persons.  One email stated that "hoping that they will be able to edit the ****-K's for both of those years" and the other email stated "we cannot update the information in the State box on a ****-K (box 6)."  I have provided the correct information requested in order to make the edit.  Too many people involved with no one taking responsibility for a resolution.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/28/2022

  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.

  Square is allowing an unlicensed contractor, *** Specialty Services, to accept payments as a contractor. This contractor accepting payments is a felony. I have provided documentation, attached, showing my square receipts and confirming this individual is not a licensed contractor. Allowing this business to have a square account allows for the individual to continue to commit felony offenses.The individual not only is not a licensed contractor, they do not even have a driver's license. A business license IS NOT a contracting license, as pointed out in attached documents.I request to be refunded from square and this individual's account to be closed as they are engaging in criminal activity by using this account.

  

  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:07/28/2022

  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.

  July 5, 2022 I contacted Square to let them know of 2 fraudulent charges on my account with them. They told me they would put a hold on my account for 5-7 days as it was being investigated. We are now on day 21 with the problem still not being solved. They told me i can continue to make sales while they were investigating the situation but I can not access money from my business. I need my money from my sales in order to keep my business running. Each time I call they say they are "trying to resolve the problem" or email me stating the same thing. This is unacceptable and should not be tolerated.

  

  Business Response

  Date: 08/02/2022

  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:07/27/2022

  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 made an account with Square Invoices and used their software to create an invoice in the amount of $5,610.00 that was paid on April 28, 2022. After being paid the funds were added to the square account I had created however an unexpected 90 day hold was placed on my funds. I received an email stating that my funds were being held by square and my account was deactivated due to the fact my account was deemed high risk. The email also stated that my funds would be deposited into my linked bank account on July 28, 2022. I have made several attempts to contact square during the 90 day hold time frame with no success, they have their customer service phone number set up to screen for your phone number and automatically reject your call. So I have had no choice but to patiently wait for July 28th when my funds were supposed to be deposited to my checking account. However, I received an email from square today, July 27th informing me my funds would not be released tomorrow and an additional 30 day hold has been placed on my funds do to a charge back. This is completely false information as there was never a charge back to my account. I used a friends phone to call the customer service number so my number would not be recognized and I could actually get through to a representative. After pleading my case I was placed on hold and later given the information that my funds had an additional 30 day hold placed on them not due to charge back as the email sent to me stated but rather due to my account being high risk. I feel like square is obviously just making things up as they go along to find reasons not to release my money to me. I was told there is absolutely nothing I could do about the matter. I feel this is wrong and that I am being taken advantage of. Please help me to take recourse on square and finally get my funds released to me!Thank you,***************************

  

  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