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

  500 enterprise dr ste 500 flower mound, TX 75022

• 

  Square Inc.

  305 King St W Floor 9 Kitchener, ON N2G 1B9

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:05/25/2023

  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 writing to file a formal complaint against Square regarding their handling of a recent dispute. On May 13th, I was charged for food that was never delivered. Despite my efforts to resolve the matter, I have experienced numerous issues and inadequate customer service from ************************* May 16th, I filed a dispute with Square regarding the charge. However, their response has been highly unsatisfactory. They redundantly requested the same information I had already provided without attempting to address the issue efficiently. After providing the requested information again, they closed the dispute without further assistance or investigation.I made several phone calls to their customer service department in hopes of resolving the issue, but encountered misinformation, rudeness, and unprofessional behavior. They even hung up on me on multiple occasions. Square's disregard for consumer rights and failure to provide reasonable customer service is concerning.Moreover, ********************** informed me that I must wait an additional 30 days to file the claim again, after nearly two weeks of unsuccessful attempts to resolve the dispute. This prolongs the resolution process and denies me access to a prompt resolution.I request the Better Business Bureau to thoroughly investigate this complaint and take appropriate action. Square should be held accountable for their unacceptable behavior and required to refund the total amount of $28.28, which is in dispute I appreciate the Better Business Bureau's commitment to consumer protection and trust that you will take this complaint seriously. I hope your intervention will bring about a swift and just resolution.Thank you for your attention to this matter. I eagerly await your prompt response.

  

  Business Response

  Date: 05/26/2023

  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 to help. 
  
  Thanks,
  
  Square

  Customer Answer

  Date: 05/27/2023

   
  Complaint: 20106282
  
  I am rejecting this response because:
  Insteading of resolving the issue they have suspended my account and continue to violate my consumer rights. if the ***** is not resolved I will be forced to take legal actions
  Sincerely,
  
  *****************

  

  Business Response

  Date: 06/05/2023

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 5/31/2023. 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: 06/07/2023

   
  Complaint: 20106282
  
  I am rejecting this response because:
  Cause i did respond to their email and rejected thier offer. there over was to not charge fees for a certain amount of transactions for a certain amount, but what they failed to let the BBB to know is that they suspended my account so I could not even retrieve any money. They are blantently violating consumer laws. 
  Sincerely,
  
  *****************

  

  Business Response

  Date: 06/21/2023

  Hello,
  
  Thanks for following back up. We can confirm that we contacted you via email in regards to this complaint on 05/31/2023. 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

• Initial Complaint

  Date:05/24/2023

  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 and created a website with square. Also, signed up for their banking option. It is for a Mobile Notary Business. Very boring business. Nothing high risk. My goal was to be able to set appointments and collect payments. As soon as I transferred funds to the account, I received an email telling me my account was terminated. I called the 800 number on the email and they said that theyll hold my money for 90 days. I tried to get the money from an ATM and theyve blocked it. I need to know why my account is terminated and at the least get my money back.

  

  Business Response

  Date: 05/25/2023

  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 to help. 
  
  Thanks,
  
  Square
  
  

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20102538
  
  I'm rejecting their response: 
  I am writing to you today to express my extreme disappointment with Square's decision to deactivate my account after I deposited $500.
  
  I am not sure why my account has been deactivated, but I believe that it is unfair and unethical. I have reviewed sections 12 and 13 of the General Terms of Service, but I am still not clear on why my account has been deactivated. I would appreciate it if you could provide me with more information.
  
  I am also concerned about the fact that Square is holding my money for 90 days. I need this money to pay my bills and to support my business. I do not understand why Square is allowed to hold my money for this long without any explanation.
  
  I am writing to you today to reject your explanation for deactivating my account. I believe that Square is engaging in unfair and unethical business practices. I am also concerned about the fact that Square is holding my money for 90 days.
  
  I am warning the public about Square's unfair and unethical business practices.

  *********************

  

  Business Response

  Date: 05/26/2023

  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:05/23/2023

  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've been using this company's ************** cash app for the past 5 or 6 years for any kind of money transactions whether it be purchases direct deposits and the more and they have the audacity to mess with my livelihood which is my ssi money by canceling my debit card without any valid reason so they can try to steal my disability payment they need to reinstate my debit card or they are going to have a serious problem legally

  

  Business Response

  Date: 06/01/2023

  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:05/22/2023

  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.

  A customer did a fraudulent chargeback on March 24, 2023 for a purchase made on Dec. 14, 2022 and filed a dispute with Square. Which is over the 60 days allowed by law. I responded to the dispute on March 29, 2023 and SQUARE waited till May 19, 2023 to send my response to the bank which is almost two months later and is very concerning. The bank has till May 24, 2023 to respond. I am very concerned that the bank will not even get a chance to review my response because of the short notice SQUARE has given them to respond. This is completely unfair and gross negligence on SQUARE's end. This is an unfair business practice. I called to speak to two agents at SQUARE regarding this issue and I could hardly hear them. I asked them to transfer my call to a manager and *** disconnected the call and did not call back nor did I get a follow up email. I am very concerned that the bank will not rule in my favor because of their negligence and this will affect my business record negatively. I need SQUARE to contact me and the bank immediately to rectify this situation and to make sure they have received my response and are going to review it. I feel I am being not being treated fairly by SQUARE or the bank and SQUARE has acted in bad faith by waiting almost two months to send my response to the bank.

  

  Business Response

  Date: 05/23/2023

  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 to help. 
  
  Thanks,
  
  Square
  
  

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20091054
  
  I am rejecting this response because nobody has reached out me.  

  I responded to the dispute on March 29, 2023 and it should have been sent to the bank immediately, I am extremely disappointed to find out that SQUARE waited till May 19, 2023 to send my response to the bank.   Why did Square wait almost two months to send my response to the bank?  I feel your firm has acted in bad faith by waiting that long to respond.  I am concerned the bank will not get it on time and will not have enough time to review it which is very concerning. 
  

  I thought my response to the dispute was sent to the bank on March 29th, 2023.  I called Square a couple of days to inquire why the Bank even allowed the customer to file a dispute when it is beyond the 2 month time frame allowed by law.  The agent I spoke to was hostile towards me and she hung up the phone. I noted that my experience with her was negative on the feebdack form I received. Did this agent retaliate against me and delete the response that was sent to the bank and did Square resend it to them on May 19th. I am very concerned and something seems very wrong and I want answers. 

  Please contact the bank immediately to see if they received it and if you need to fax it instead or contact the person that needs to review it at the bank directly to let them know a response was sent. I don't want them to enter a default judgement for not receiving it and not giving them enough time to review it.  
  
  Please provide hard evidence with ************* that you sent the exact response I provided to the bank and provide confirmation that the bank received it and the name of the bank, phone number and address. Thank you.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/26/2023

  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:05/22/2023

  Type:Order 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 on May 16, 2023 in my name for my sole proprietor business. I work for a company called HomeServe, whom pays with a virtual credit card through corepay. I deposited the credit card through my recently opened square account only to be told I will have to wait for my PAYCHECK for 90 days.I was asked for a copy of my driver's license, which I provided, my account was then deactivated. So here I sit without a paycheck.I would like this investigation escalated so I don't lose my work truck.I certainly hope that while I'm waiting for my money that I will receive interest on it.

  

  Business Response

  Date: 05/23/2023

  Hello, 
  
  Thanks for reaching out and making ** 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 to help. 
  
  Thanks,
  
  Square
  
  

  Customer Answer

  Date: 05/24/2023

  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:05/19/2023

  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.

  On August 11, 2022 I used Square to send a payment of $1,232 to Painting and More, ******** ****, owner *********************, for a fence repair at a house I own in ********. I received a receipt the same day, ************ received a" transaction suspended" notice, and no money. We both called to find out what happened. I was given a fake email address to send my concerns to, he was told no one was in the office to help him. On August 18th I involved my credit card company and they began an investigation. In October I received a copy of my receipt from the credit card company and a letter saying the transaction was good and pay the charge. On November 1st ************ received an email from Square saying the investigation was in his favor and he would receive his funds in 2 or 3 business days. He never received the money. His bank has now verified that he has no deposits in any of his accounts from Square. He has moved on and we will no longer be doing business together, so I need Square to return my original payment of $1,232 to my credit card ending in ****.

  

  Business Response

  Date: 05/22/2023

  Hello, 
  
  Thanks for reaching out and making ** 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 to help. 
  
  Thanks,
  
  Square
  
  

  Customer Answer

  Date: 05/22/2023

  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. I expect they will find that they need to refund the money, as it did not go to the business it was being sent to.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/19/2023

  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.

  Boogie auto ************************************* ********** ***************************** took them memo card that was by the government that was a virtual card and it was where we couldnt get no money back he took many people cards and put on square gave them a invoice waited to it cleared and went to atm get the money and gave to them but card them a fee get the money this happen in 2022

  

  Business Response

  Date: 05/22/2023

  Hello, 
  
  Thanks for reaching out and making ** 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 to help. 
  
  Thanks,
  
  Square
  
  

  Customer Answer

  Date: 05/22/2023

  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:05/19/2023

  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.

  My website that I prepaid 1 year for suddenly went offline. Company states that I need to pay a monthly fee for custom domain. But in my account it states that I'm currently on a custom domain plan. Under "domain" it states that mine is paid and active until Oct 12, 2023... (again, I'm unclear how this happened when I should have purchased everything on 1 date).-Dec 29, 2022, I paid for a 1 year plan (Weebly Starter Site) for $77.30.-Aug 28, 2022, I paid for a 1 year domain registration of $29.95.Either way, I should not owe any money-- it is May 2023. Business is asking me to now pay $13/mo for a 'personal site' ...? I prepaid for 1 year, and only upgraded to Business for a short bit. When I canceled it because I no longer needed it, I now have to pay again for my Starter Site and Domain. Pricing page is not transparent either-- lots of hidden fees that show up when publishing a site, or when downgrading back to the original site that I had already paid in full for.Attempted multiple times to resolve with email and live chat. They only offered a 10% discount.According to this article: "If you also don't want to pay for a domain, you can definitely use the free subdomain Weebly automatically offers."Thus, they should at least republish my site to this free subdomain in the meantime."But the platform has discontinued its Starter plan, so your options are limited to the plans weve outlined here. Bummer."-It seems that the service I originally paid for upfront was discontinued as of Feb 2023. This should not mean that business cannot either a) refund the original amount prepaid or b) put my website back up immediately.To resolve, please a) republish the original site that I paid for b) refund the original amounts paid to you for your services = $107.25 by Friday end of day.

  

  Business Response

  Date: 05/19/2023

  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 to help. 
  
  Thanks,
  
  Square
  
  

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20079376
  
  I am rejecting this response because: no resolution was provided
  
  Sincerely,
  
  ********************

  

  Business Response

  Date: 05/24/2023

  Hello,
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 05/22/2023. 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: 05/26/2023

   
  Complaint: 20079376
  
  I am rejecting this response because: my custom domain was paid for 1 year. My site was also paid for 1 year.
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:05/18/2023

  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.

  We are a small family business that specializes in the cultivation and sale of gourmet mushrooms. We thought Square would meet our needs for handling card payments at farmers markets. Started an account and was able to process payments without any issues. Issue started when we attempted to link our Square account to our business bank account. First attempt failed. Thinking we may have provided wrong info, we tried again. While the second attempt was in process of being validated, we noticed that the Square app. stopped accepting card payments and required account activation. We also noticed the funds we had in our account had disappeared. Customer support was emailed, explaining the issues. We got a response back the next day saying after review, our account has been deactivated and the decision is final. Square refused to even let us know why. They simply referred us to sections 12 and 13 of their service policy which basically states they had a right to deactivate accounts for any reason. We called Square support and they refused to explain the reason for the deactivation.We are extremely upset that we would be treated this way and to have a company withhold funds that we earned. At this point, we only demand that Square gives ** the funds that rightfully belong to **. Message received loud and clear, they do not want our business and we will be happy to pursue other options.Very strongly do not recommend this company. They will deactivate your account without hesitation and will not even let you know why. It would have been nice if Square reached out to us if there was an issue and we would have been more than happy to validate our business, etc.

  

  Business Response

  Date: 05/19/2023

  Hello, 
  
  Thanks for reaching out and making ** 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 to help. 
  
  Thanks,
  
  Square
  
  

  Customer Answer

  Date: 05/23/2023

  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.

  I was reached out by a manager at Square who submitted my account for another review leading to its reactivation with the withheld funds released. No reason was given for the deactivation. 

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

• Initial Complaint

  Date:05/17/2023

  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.

  Square has been completely awful. I have my bank linked it said transferring my money in 2 days, however it didnt transfer so I reached out to them multiple times. Given the event of the reason for my call I was told the same 2 days then still nothing I asked to speak to a supervisor they denied that snd the man said we arent giving your money till August 08, 2023 and I said but sir ***** illegal to withhold money ***** not yours nor did it say that when I started. The male then began to be rude and said ***** my decision and now Im hanging up. As stated *** called and talked to numerous of people and they say the same and keep denying a supervisor and said now if you are someone with a account of ours then you can speak to one but your not your account is deactivated which its not because I can log in online and my app as well as take other payments which Im choosing not to now because theyre refusing to give my money. I had on May 10, 2023 received a payment from a client of $600 ** currency dollars through credit card as stated it was set to be transferred to my bank they told me 2 days then they switched up all of a sudden to other days now theyre saying August 08, 2023 just ridiculous so many people complain about square that Ive seen on complaints today and for them to still get A reviews or even be in business is wrong but not as wrong as withholding money ***** not even theirs but also take fees out and even steal money from my account smh . I expect high expectations to have this resolved immediately. Thank you and have a blessed day. Yours truly single mom trying to make a living .

  

  Business Response

  Date: 05/18/2023

  Hello,
  
  Thanks for reaching out and making ** 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 to help. 
  
  Thanks,
  
  Square

  Customer Answer

  Date: 05/21/2023

  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,
  
  *******************************