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.

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

• 

  Square, Inc.

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

• 

  Square, Inc.

  PO Box 220430 Chantilly, VA 20153

• 

  Square

  500 enterprise dr ste 500 flower mound, TX 75022

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:10/17/2022

  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.

  We got our POS system through square on October 3rd 2022. We set it all up and have used it everyday since then for our card shop we just opened. On October 16th 2022 they locked our account after we connected our bank account, like it said to, to get the money out from all of the debt card transactions made since we opened. Now theyre saying they have no idea why our account is deactivated and wont do anything until January 2023. We have $3,300 just sitting in the square up and we cant even touch it. We have a business and our children and bills to take care of.

  

  Business Response

  Date: 10/18/2022

  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
  
  

• Initial Complaint

  Date:10/17/2022

  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.

  Ive been using the square pos to charge in my small business they have been withholding my funds since Thursday i never received an email saying they would hold them. I already verified all my info with them since Friday its already Monday I need that money for expenses and bills I called again today I asked to speak to a manager which they did not put on the line. I need this resolved as soon as possible I am afraid of keep using the square for my business if are just going to keep the money I need the money they are withholding to show on my square in order to transfer it to my bank account

  

  Business Response

  Date: 10/18/2022

  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: 10/18/2022

   
  Complaint: 18234955
  
  I am rejecting this response because:I need my funds ASAP, my funds shouldnt be held without my permission, if thats the case then they can transfer my funds while they do their investigation, I gave them all my correct info, enough info for them to review in order to release my funds
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/24/2022

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 10/20/2022. 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: 10/26/2022

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

• Initial Complaint

  Date:10/17/2022

  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.

  Weebly website does not backup and send archive - a basic feature. Support esp by ****** C is immature, unprofessional and unhelpful. There is no way to contact Weebly/Square leadership. Tech support is not helpful and refuses to resolve the problem. There is no way to complain to supervisor and the attitude is so what, I don't have to help you and there is no one to complain to.

  

  Business Response

  Date: 10/18/2022

  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: 10/18/2022

   
  Complaint: 18233165
  
  I am rejecting this response because: there is no resolution, they will "investigate". 

  #1 function not working

  #2 tech chat person unprofessional, ineffective, almost an hour with no resolution

  #3 no one to call to complain
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/24/2022

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 10/20/2022. 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:10/16/2022

  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.

  Over a month and a half ago we began experiencing an issue that would cause our terminals to crash and reboot whenever we tried to access a customer invoice. We spent $35k programing a custom system that interface with Square's API as a POS and payment processing system. Due to the technical issue, that system is currently useless.Square has show little to no desire to try to fix the problem. It has been well over 6 weeks and there is not movement on the issue. It has cost us thousands of dollars in lost time. This has now moved beyond a technical service issue or a simple bug in the system. It is clear that Square has misrepresented the services that they have advertised.The costs related to this issue are now approaching tens thousand dollars, and I am coming close to having to decide if we will have to cut our losses with square and re-engineer our entire payment and account system to work with a new provider. If that is the case, damages will certainly be well over $45k. Furthermore, I no longer am able to accept Square's word that they have dedicated resources to trying to fix this issue. It has been 48 days and we have not been asked to trouble shoot anything, have had few reports, no phone call, only a couple emails to even indicate the problem is in their system.I am now compelled to treat this as a blatant misrepresentation of the services Square claims to be able to provide. We have invested a significant amount of capital in hardware and software development based on the claims that Square has made in their advertising and sales material. We have suffered significant damages as a result of this misrepresentation and I will be taking steps to address this with Square at the corporate level. I reiterate that this has gone far beyond any type of technical service glitch.I implore you to treat this seriously and show some sort of willingness to solve the issue. PLEASE! Work with us so this does not escalate further.*************************

  

  Business Response

  Date: 10/17/2022

  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: 10/17/2022

   
  Complaint: 18232137
  
  I am rejecting this response because:
  
  

  As this is related to an ongoing issue that supposedly has been assigned to a team at Square, this specific response is not a resolution to the problem.   I do recognize that the issue is being forwarded to a representative to look at further.  I will await the official response before marking the response as an acceptable resolution.

   

   

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

  

  Business Response

  Date: 11/17/2022

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 10/21/2022. 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:10/14/2022

  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 opened a business account on 10/6/22 with Square this year since client wanted to make a payment on a credit card. I was not asked for any more information about verifying identity when opened account on 10/6 but on 10/7 after client paid by credit card $10,000 for invoiced amount, I received an email to verify my identity. As requested on 10/8 submitted Drivers License, Self Picture. On 10/10 notified account was deactivated without explanation and funds held by Square until 01/23. Only after I called informed my only other option if did not want to wait 90 days was to go through the reputational and monetary risk and delay of refunding the client back his $10,000 and attempting to collect by other means. It has now been seven days since my client paid his Invoice and 5 business days since I selected on the Square portal to refund client. To date, my client has not received a refund and Square continues to not cooperate and informing me that I have to wait up to 14 business days since first initial request to credit client account. Although it has not been 14 days I am being proactive with this compliant since I see 100s of complaints with the same issues. This is a systemic and deliberate practice to achieve an interest free loan without cause creating reputational risk since the alternative is untenable waiting 90 days. They also now have my personal information for free, drivers License and picture I need confirmation destroyed.

  

  Business Response

  Date: 10/17/2022

  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
  
  

• Initial Complaint

  Date:10/14/2022

  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.

  *** contacted me about changes to my 2020 tax return based on erroneous income reported by Square, Inc. Square *** took it upon themselves to take advantage of me for a one-time use in the amount of $3,300 which I have proof of being the ONLY ONE TRANSACTION which was in 2021. I never received a ****-K for that, let alone for what they are claiming now which is $23,168.00 in 2020 during COVID NO ONE WAS WORKING outside Federal and ************** entities. THIS IS INSANE - to take advantage of innocent people is insulting and to add insult to injury we are unable to make contact with anyone at SQUARE, Inc. Also, the number listed online is or CASH APP. The representative at CASH APP indicated they have no involvement or partnership with SQUARE, Inc.., therefore there is no avenue to reconcile and correct his matter. I am forced to petition the Tax Court in order to get this removed from my name and close this matter. This is completely unfair and it affects my livelihood and possibly my job if the courts dont find this in my favor and I am forced to pay.

  

  Business Response

  Date: 10/24/2022

  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:10/14/2022

  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 was promised by ***** who works with square that my rates would be reduced to 2.1% MARCH 14th. After avoiding my phone calls for months. ( I left 6 voicemails and called their support line so someone could help me resolve this) ***** finally got ahold of me october 12th. I recieved a phone call the 14th informing me they wont honor the original agreement they put in place 7 MONTHS AGO. Not only did they lie about reducing the rate they took 7 months to tell me after I called them and emailed them numerous times. This is insanely misleading I paid 2.6% for months. If I would've known I wasn't getting the rate THEY PROMISED I would've gone elsewhere.*********************** <*****************************************>Mar 14, 2022, 1:56 PM to me Hi *****,Square is pleased to confirm your new custom rates as follows:Card Present transactions = 2.1% + **** (including Swiped Magstripe Cards, Swiped or Inserted Chip Cards, Contactless (NFC) Payments, Prepaid Gift Cards, Point-of-Sale API Swiped or Inserted Payments )Card Not Present transactions = 3.5% + $0.15 (including Card on File Transactions, Keyed-In Cards, Point-of-Sale API Keyed-In Payments, Virtual Terminal Payments )Other payment types:Invoices= 2.9% + $0.30 Online Store (Premium)= 2.6% + $0.30 Online Store (Non-Premium)= 2.9% + $0.30 Square Online Checkout= 2.9% + $0.30 E-Commerce API, E-Commerce Card on File payments = 2.9% + $0.30 The Fees have been determined based on the information you have provided to Square about your business and Squares costs to process your payments. Please reply directly to this email if you are adding a new location, as new locations must be reviewed by us for eligibility.You will find these fees reflected in your Dashboard. This email describes your fees due under Squares Payment Terms, the terms of which will otherwise remain in full force and effect.These fees will be effective and applied to your account by 04/14/22.Please reach out to me if you have any questions.Thank you,

  

  Business Response

  Date: 10/17/2022

  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
  
  

• Initial Complaint

  Date:10/14/2022

  Type:Sales and Advertising 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 and held hostage by someone using the square - square has been subpoenaed to release this persons information to the police ***** We have continued to try to get somewhere and have had no response. I need a response.

  

  Business Response

  Date: 10/17/2022

  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
  
  

• Initial Complaint

  Date:10/14/2022

  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.

  On October 7, 2022 I received an email from Square stating that Account Services was deactivating my account with no explanation. After looking into my account dashboard, I saw that on October 3rd there was an unauthorized charge of ****** on my account. This was a new business account. I just activated my debit card associated with this account. Upon further investigation, I saw that there was another debit card ending in 390 that was on my account. I don't have a debit card ending in this number. It was clear that my account was hacked. I have spoken to a representative named ***** who said Account Services was the only department to talk to. I called on October 11th and spoke to a female representative who said Account Services was the only department to talk to. I sent two emails to Square. I received an email from ***** at Square that said my account was deactivated and no other information was given. I spoke to another represent on October 14th who stated the same thing and there was an investigation. I still have received my ****** According to the email, all my money was to be sent to my bank account on October 7th.

  

  Business Response

  Date: 10/17/2022

  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: 10/17/2022

   
  Complaint: 18226137
  
  I am rejecting this response because: I have been waiting for a response for 10 days already since the incident occurred 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/24/2022

  Hello, 
  
  Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 10/18/2022. 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: 10/26/2022

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

• Initial Complaint

  Date:10/14/2022

  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 two credit card processing accounts with Square - one business and one personal. My personal account was flagged for fraud (which I reported as soon as I noticed the issue). The individual who helped me with the fraudulent activity placed a hold on my business account as well. They are now withholding over $20,000 of my funds and it has been over 20 days without resolution. I have called numerous times to no avail. I am continually told that in 5-7 (and/or 3-5) business days it will be resolved, but clearly my issue is not being resolved and they continue to kick it down the road. This is a significant amount of money that they are tieing up and it is causing an extreme hardship on my business and my employees. This is unacceptable for a business of this size, who claims to be for the little guy, to hold out in this manner. I am happy and available to answer any questions necessary to get my account validated again, but nobody from their department seems willing to actually help. I have tried to escalate the issue to a manager, and have been told on a number of occasions the manager is unavailable and unable to help and that I just need to be patient and keep waiting 3-5 days...it has been over 20! I just want access to my money. This is crazy.

  

  Business Response

  Date: 10/17/2022

  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: 10/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me. They asked for an additional 10 days! 
  
  I have however, since this message been contacted by directly by Square and they did claim to release my funds, so at this point I am willing to close the complaint.
  
  Sincerely,
  
  *******************