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.

  2425 19th St S Saint Petersburg, FL 33712-3617

• 

  Square Inc.

  375 W Broadway New York, NY 10012

• 

  Square Capital LLC

  3800 N Central Ave Ste 46 Phoenix, AZ 85012-1992

• 

  Square, Inc.

  3165 E Millrock Dr Ste 160 Salt Lake City, UT 84121-5987

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:07/07/2025

  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.

  I have been a Square customer for over 3 years and rely on their platform to run my business. On July 5, 2025, I updated my linked debit card and adjusted my transfer settings within my Square account. Immediately after making these changes, Square froze my available balance and placed my account under review without warning.I reached out to Square customer support multiple times. Initially, I was told my funds would be reviewed and released within 12 business days. Today, on July 7, 2025, I spoke with another Square agent who assured me the review would be completed within 24 hours and my funds would be accessible.Despite these promises, my funds remain frozen, my Square balance shows $0, and I have received no further updates or timeline. I have seen numerous other small business owners face similar issues with Square, and I am now concerned this situation will drag out far longer than the promised timeframe, jeopardizing my *********** business cannot operate effectively with these funds withheld. I depend on timely access to revenue to pay expenses, purchase supplies, and support my livelihood.

  

  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
  
  
  

  Customer Answer

  Date: 07/10/2025

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

• Initial Complaint

  Date:07/07/2025

  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.

  I signed up with this business because it was recommended to me by many people in the book selling business and I finally decided to give them a shot and try it out since I sell books either new or second hand on ******** marketplace and in my ******** groups. I finally made a sale and sent my customer a invoice via ********************** and next thing I know after the person paid it was suddenly flagged which i didnt understand why because this was the first time using the square app and then Im being told by square I need to verify myself for them to release my money so i sent in my ID and a selfie as per there request and was told they couldnt verify me so I had to send in my ID again,3 months of bank statements and the invoice i sent to my customer in order to verify myself and next thing I know I cant see my funds anymore and my balance is showing zero dollars even though I had made over two hundred dollars and square is not responding

  

  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
  
  
  

  Customer Answer

  Date: 07/10/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  This should have never happened in the first place and I am out over $215 because someone made a mistake and I was not notified properly about what was going on besides that the you as the company would get back to me and you never did, which to me is very disappointing because this should have never happened in the first place 
  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: *****************************************************************************************************************************************************
  
  I am rejecting this response because: these are all the emails I have gotten from you and there is nothing stating that my account wasnt going to be resinated or not and when I log in it still shows me that my balance is unavailable and to wait for an email so obviously someone messed up and I am owed the money that was sent to me 
  
  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 07/09/25. 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
  

• Initial Complaint

  Date:07/06/2025

  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.

  The business deactivated two of my accounts for no reason. It drastically hurt my sales and square has withhold money from me for a long time.

  

  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:07/06/2025

  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.

  9/9/2020 at 3:21pm EDT The account was closed with my funds in it and they will not transfer my funds or ***** me access, this is the message they send me every time????????Hi ******, ***** here, thanks for reaching back out and for your patience. We're unable to ***** access to this account for security reasons. To protect your current account, we cannot override this ************ may continue using your current Cash App account to send and receive payments. Please reach out if any additional questions or concerns arise. Best Regards, *****, Cash App Support Manager They refuse to give me my money or ***** access to my funds, they wont even transfer my funds from my old cash app to my new one even though i berified my identification and its verified on my old account to and i have money and *************** they refuse to ***** me access to

  

  Business Response

  Date: 07/15/2025

  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 App
  
  
  
  
  

• Initial Complaint

  Date:07/06/2025

  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.

  Transaction Date: June27, 2025 Amount: $70 Issue: On June 27, 2025, I mistakenly sent $70 to the wrong recipient using my Cash App balance. As soon as I realized the error, I tried to contact the recipient directly and requested a refund through the app. The recipient did not respond, and I was unable to retrieve the funds.Since I still needed to complete the transaction I originally intended, I had to send an additional $70 to the correct recipient. This resulted in me effectively paying twice for a single transaction.I contacted Cash App support through the app and *******. I explained the situation clearly, submitted documentation, and made multiple polite attempts to resolve the issue. Despite this, my refund request was denied, with the reasoning being that the payment was made from a device in my possession.I fully understand Cash Apps policies around completed payments, but I believe this situation falls under a genuine mistaken transaction. I received no goods or services from the incorrect recipient, was given no recourse to recover my money, and was left to absorb the cost.Ive asked to file an appeal and have offered to provide full documentation (screenshots of both payments, the recipients active profile, refund attempts, etc.). Cash App representatives have acknowledged the issue but stated they cannot take further action even though I am now out $70 due to someone elses refusal to ************ filing this complaint in hopes that Cash App will take this more seriously and issue a refund for the mistaken payment, or at least review the case fairly. Ive done everything I can on my end and have not received the support I expected I submitted multiple refund/dispute requests, provided all documentation, and communicated via in-app chat and *******. Cash App declined to reverse the payment.Desired Resolution: Im requesting that Cash App refund the mistaken $70. I also hope this causes them to address unclear refund policies

  

  Business Response

  Date: 07/15/2025

  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 App
  
  

• 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:07/05/2025

  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 was scammed through Cash App, and despite opening a dispute, they denied my claim.On June 28, 2025, I sent a payment of $411.90 through Cash App to a seller using the name ******* plorionbusiness. After I paid, the seller gave me a fake tracking number and never delivered the product. I tried contacting the seller, but they stopped responding. I reported this to Cash App and filed a dispute. They later denied my claim because they considered it an authorized transaction since I initiated the payment.While I did send the money, I was misled and scammed. I am asking Cash App (Square, Inc.) to reconsider the case or offer a resolution, as I believe this was a clear case of fraud and not buyers remorse.Thank you for your help in getting this resolved.

  

  Business Response

  Date: 07/15/2025

  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 App
  
  
  
  
  

• 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:07/04/2025

  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.

  Square stole money from me, a 100% disabled Army Veteran. I attempted to test the system with $37,500 and they closed my account. Now they say they wont submit refund for ****** days. Insane people.

  

  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
  
  
  

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23557052
  
  I am rejecting this response because:

  Square stole over $30,000 from me, a disabled Veteran! I am filing federal charges if my money is not returned to me.

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

  

  Business Response

  Date: 07/16/2025

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 07/15/25. 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