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.

  PO Box 220430 Chantilly, VA 20153

• 

  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:07/28/2025

  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.

  An email campaign with Square began on July 9, 2025. It was supposed to go out for one day. We are receiving complaints from our clients because they are receiving the email every day, and in most cases, cannot unsubscribe. I have contacted Square's customer service and marketing teams, and they said they can't cancel the email and can't tell me when it will stop. I then sent an email to the CEO of Square for help, but of course, his mailbox was full. We want them to cancel the email, which they stated they can't do, because the "Announcement" email I sent does not have a cancel button, unlike the other email campaigns. I requested to speak with their software people, but was told I could not. Meanwhile, they will charge us for all the emails that are going out. While Square calculates sales by the number of emails opened, to attribute sales, we have had none at all from the announcements; only people annoyed by the constant emails. Our business is also receiving the emails. There has to be a way to stop this, that's all we ask, but no one at Square seems to care.

  

  Business Response

  Date: 07/29/2025

  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 business days via email. 
  
  Thanks,
  
  Square
  

  Customer Answer

  Date: 07/29/2025

  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:07/28/2025

  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 7/27/25, we used our business square account for a first time transaction through our business. We were able to accept payment. We then finally went to transfer our funds to our business bank account space ****************** which they allowed us to connect through the plaid portal. And we get denied. Then an email saying they were conducting a review and funds would be released in 2-3 business days which we are ok with. Then ***** mins later which we didnt see until later that evening that they were deactivating our account and money would be held for 90 days. And they would mail a check or something after the 91st day. In the email there was no reasons as to why yes we were a new account however it doesnt state you have to wait to withdraw funds for any new account. We are a business and withholding $1558 from us is unacceptable as we have business debts to pay. Something needs to be done we submitted anything they needed which nothing was asked for not ein for proof of business. Its makes no sense and we shouldnt have to wait 90 days. We must want our funds transferred to our business bank account immediately. Or we will no longer use the service and go with stripe. And we want our account back activated. We are a transport business we need a way for our clients to pay with debit or credit card. Tap and go is the new technology.

  

  Business Response

  Date: 07/28/2025

  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 business days via email. 
  
  Thanks,
  
  Square
  
  
  

  Customer Answer

  Date: 07/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ******** I have to wait another 5 business days for them to respond. Doesnt make sense they had to problems closing and deactivated my account for no reasons. Nothing was explained to me and holding my money for 90 days banks do even do that smh.
  
  Sincerely,
  
  ***** Story

• Initial Complaint

  Date:07/25/2025

  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 am a business owner and was using Square for my Online business and payment merchant. My first encounter with Square was that I spent a ton of my time creating and using my paid version of their platform for my business. I had a customer wanting to make a purchase and so I sent an invoice and they paid by credit card. The next morning, I received a very vague email that Square cannot support this activity. This is literally the service they offer, so I called and spoke with 4 different people and the final person told me they don't have to tell me why but that I could create a new account. I assumed they just made a mistake and wouldn't own up to it. So I made the very grave mistake to set up a new account and have worked hard on the FREE version for months. I made ONE SALE and BOOM! Yet again getting the same email that I'm shut down. Square refuses to tell you why they do this. They want to pretend it's due to privacy issues with credit card companies, but that would make zero since. I believe Square is discriminating against my custom business.

  

  Business Response

  Date: 07/26/2025

  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 business days via email. 
  
  Thanks,
  
  Square
  
  
  

  Customer Answer

  Date: 07/26/2025

   
  Complaint: 23652782
  
  I am rejecting this response because:

  Square always passes the torch on to someone else or throughout different departments and no solution is ever received.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 07/30/2025

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 07/29/25. 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: 07/30/2025

  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:07/24/2025

  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.

  ***************** Feb 21 2025 Square closed my Business Checking account and froze the entire cash balance of $500.Same-day live-chat agent stated the funds would be released after 90 days ( May 22 2025).Jun 2 2025 In its written reply to my **** complaint (# [250523-21017656]), Square changed the timeline, saying the hold was 150 days and funds would post within 12 business days of Jul 21 2025.Jul 24 2025 Three business days past that promised release date, the withdrawal feature remains disabled; my money is still inaccessible.?Nature of the dispute Square/***************** has kept my $500 for more than five months, missing two self-imposed deadlines. I have received only generic still under review e-mails despite multiple follow-ups through chat, e-mail, and the **** portal. The firms shifting explanations and failure to honor written commitments constitute an unfair trade practice and an improper retention of customer funds.?Business response to date ***************** No transcript available (old chats auto-delete). All recent inquiries yield boiler-plate replies with no timeline or escalation info.**** response: The June 2 letter promised a definite 150-day release; that deadline has now passed with no action.?Desired resolution 1.Immediate release of the $500 principal to my linked bank *********************** for lost interest from Feb 21 2025 through the payment date, calculated at the federal judgment rate or the average national savings-account APY, whichever is higher.3.Written confirmation that Square will preserve future chat transcripts for at least 24 months so customers can document promised timelines.I am seeking BBBs assistance to facilitate a prompt and fair resolution.

  

  Business Response

  Date: 07/25/2025

  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: 07/28/2025

  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:07/23/2025

  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.

  Square deactivated my account 2 hours after a customer paid for their invoices. No explanation on the reason behind the deactivation and also funds are on hold for 90 days after deactivating account.Transaction Date: 2025-07-22 Invoice Amount: $7,000 Invoice Amount: $15,000 We are a mobile phone business that sells phones.

  

  Business Response

  Date: 07/25/2025

  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:07/23/2025

  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 am submitting this complaint regarding Square (Block, Inc.) due to the sudden deactivation of my account and/or withholding of funds without clear explanation, despite multiple attempts to resolve the issue directly. I opened a Square account under the email ******************* to process legitimate payments for my business, Swayzes Shoes On 07/22/2025, my account was either deactivated or placed under review, and funds in the amount of $675.30 were held.Square provided only a vague explanation referencing a violation of the Terms of Service but failed to identify any specific violation, customer complaint, or suspicious transaction. I submitted appeals/documents/communications on 07/22/2025 but received either automated replies or no ************* date, I have not received:- A clear explanation of the issue - Evidence of any policy violation This has disrupted my business operations and im afraid that it,ll cause me significant financial hardship. I believe Square has acted unfairly and non-transparently, violating the spirit of customer service and possibly misapplying its risk review policies.Desired Resolution:- Full explanation of why the account was deactivated or funds held - Immediate reactivation of my account (if eligible)- OR immediate release of the held funds in the amount of $675.30 - Confirmation that my case has been reviewed by a human representative I respectfully request that BBB assist in mediating this matter so that Square is held accountable and I am treated fairly.Thank you for your assistance.Sincerely, ******* ******* Swayzes shoes ******************* ************

  

  Business Response

  Date: 07/25/2025

  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:07/22/2025

  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.

  Unsigned up for square as I wanted to have a payment provider to accept funds other then cash. It was just for my small music making hobby/passion. My first and only customer was my wife and she bought 9 different purchases and then the money I collected stopped going into my bank and square forze them there. They asked for numerous very invasive questions about my business to which I supplied everything I have to which a day later they said by email my account is terminated and they are keeping my money. I asked for them to refund it back to the cards it was taken off and they said they will hold the money for a minimum of 90 days. I ahe mad 6 calls back asking why and they just tell me it's their policy. I want the money transfered into my bank or back on my wife's card now as this happened in early June and it's causing the family to break apart as this money was just as a celebration of starting on possibly a journey to a new career and one that unloved. Since early June I have stopped my passion and this has made me no longer interested in pursuing my dream. The money total is $400 and they won't give me any answers as to why I was terminated. I had once customer. Wasn't big at all and I am treated as if IAM a criminal. Square has done this to thousands of other people from simply looking online and this is theft and I want my money back now.

  

  Business Response

  Date: 07/25/2025

  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:07/22/2025

  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.

  It happened on June 14th, 2025. Since then Ive been calling multiple time and different people saying different things. Some told me the refund would hit my card in 2- 9 days.. its been a whole month and some said they cant help me sorry. I contacted the other business and they showed me it should hit my card they never had a problem with this before its definitely the bank. The square customer service did not help at all.

  

  Business Response

  Date: 07/22/2025

  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: 07/23/2025

   
  Complaint: 23635244
  
  I am rejecting this response because this been going on for a long time they need to solve it now.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/28/2025

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 7/24/25. 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: 07/28/2025

   
  Complaint: 23635244
  
  I am rejecting this response because the consumer service wasnt helping at all. The manager emailed me and then after I replied about the information to the manager email, different people keep emailing me asking me the same exact things asking me to repeat myself. Theyre doing this on purpose and stealing money from me. Theyre dont want to solve the problem. Its a horrible customer service. I recently looked at their reviews and they been doing the same to others. This is ridiculous. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/31/2025

  Hello,
  
  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 07/24/25. We reviewed this interaction upon receipt of your initial complaint and we can confirm that we have provided the correct information for this issue, consistent with our Terms of Service. No additional action is available at this time. 
  
  Thanks,
  Square
  
  
  

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23635244
  
  I am rejecting this response because they still didnt do anything at all and plus their app is not working no more. I dont know what are theyre doing or trying to do but nothing is working still. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/21/2025

  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.

  Please treat this as an urgent hardship case and respond today. I am 33 weeks pregnant, and these funds are for immediate living and medical needs. If no decision is made by end of day, I will proceed with a complaint to the *************************************The card used belongs to my husband, who authorized the full payment for a legitimate vehicle sale. He is not disputing the transaction, and I can provide his written statement and ID if needed. This was not fraud, and I request that the funds be released to me or the transaction be allowed to complete.

  

  Business Response

  Date: 07/22/2025

  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:07/21/2025

  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.

  My account (************************************)has been frozen for over 90 days. When can I unfreeze my account and transfer the balance to me?

  

  Business Response

  Date: 07/22/2025

  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