Business Profile

Credit Card Merchant Services

Square, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
BBB’s business profile for Square was created in August
2010. A review of complaints was completed in August 2024. Complaints on file
state issues with consumers’ account being deactivated.

For information related to refunds and code of
conduct BBB encourages consumers to review the General Terms of Use, specifically
section 12 Modifications and Terminations, that details company policy.

https://squareup.com/us/en/legal/general/ua

Complaints

This profile includes complaints for Square, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

3,128 total complaints in the last 3 years.
1,096 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/14/2025
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.
Dear Better Business Bureau,

I am filing a formal complaint against Square, Inc. for its biased and unfair handling of payment disputes, which has severely impacted my small business, ******** ********* ****** ****. Despite providing clear evidence—receipts, timelines, and proof of service—Square has repeatedly denied valid disputes totaling $301.03.

Examples include:
• ****** (Nov 19, 2024): $65.00 for prepared and picked-up spaghetti plates.
• ***** ******* (Nov 5, 2024): $33.49 for a 4-piece catfish dinner.
• ******* ***** (Nov 12, 2024): $46.25 for wings and spaghetti.
• ******* ****** (July 30, 2024): $49.29 for tamales.
• Unknown (June 16, 2023): $72.00 for an eGift card.
• Unknown (Oct 4, 2023): $36.00 for an eGift card.

Additionally, Square denied my personal dispute for a non-delivered Halloween pizza, despite extensive evidence proving non-delivery. Square’s actions consistently prioritize cardholders, disregarding the facts and leaving merchants to bear financial losses.

I demand that Square:
1. Reassess these disputes and reimburse the full $301.03 owed to my business.
2. Review my personal dispute with transparency and fairness.

Square’s lack of accountability and biased processes are unacceptable. I urge the BBB to investigate and hold Square accountable for fair and unbiased resolutions.

Sincerely,
Joy C*****
Owner, ******** ********* ****** ****
Business Response
Date: 01/16/2025
Hello,

Thanks for reaching out and making us aware of this issue. We’re 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:01/13/2025
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 the owner of a mobile small business that offers supplies/rentals for events, have signature beverages for purchase at events, and offer private bartending services. I'm the event coordinator for a local community based nonprofit organization, so I looked into Square. I have had Square since 10/17/2024. When I set it up, I had to verify my email address, my phone number, and my bank account. I processed a payment for 394.00 for a repeat client in my building, it gets delayed from transferring into my account because it says I need to verify my identity, I upload a very clear photo of my Tennessee driver's license and scan barcode on back, and submit it. I get an email stating that my identity couldn't be verified, I chat with online representative that lets me know that the office is closed over weekend and there's no support available except online. Now, I am being asked to share protected information about a customer who I only sell items to. My money is just sitting on the balance and I have already given the customer the items because Square is point of sale, and her card went through for purchase, it's just Square is not transferring my funds. I find it odd that this happened the day after I called them because the client tried to pay her invoice and her card issued said my square merchant account is coming up suspicious, technical support for Square was on the phone with the representative that I was explaining the situation to, they confirmed it was just the customers card issuer and that my account was fine, they couldn't see any issues on Square end. The next day, customer only takes half of her original order items and pays with different card, payment goes through but then Square refuses to send me my money and now I am out of inventory because it's been released to customer upon payment. If I have had this Square account and hardware since last year and have processed payments before, my account is already verified, I shouldn't have to do this.
Business Response
Date: 01/16/2025
Hello,

Thanks for reaching out and making us aware of this issue. We’re 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: 01/16/2025

Complaint: ********

I am rejecting this response because:
They had no intention on verifying my business, they wouldn't transfer the money to my account, meanwhile I lost supplies

Sincerely,

Monique S****
Business Response
Date: 01/23/2025
Hello,

Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 01/17/25. 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:01/13/2025
Type:Delivery 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.
In order to facilitate the receipt of customer funds, I registered an account on the SQUARE platform. On May 28, 2024, I received a sum of $1745.60 in my SQUARE account
I found that I am unable to withdraw funds from the account. Then I received an email informing me that the funds had been withheld for 90 days. Waiting for the post-90s generation, the balance in SQUARE still cannot be withdrawn.
So far, I have been waiting for over 200 days and the situation has not improved. The funds in my account cannot be withdrawn.
Business Response
Date: 01/16/2025
Hello,

Thanks for reaching out and making us aware of this issue. We’re 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:01/11/2025
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 used Square as a card processing platform for my customers. I attempted to connect my checking account to transfer the funds but was rejected. They asked me to submit more information and documents to verify my account. I've done so in a timely manner with all the necessary information including the certificate of our LLC and DBA. However, within less than a day, they suspended my account with no way to dispute or find out why my account's been deactivated. Now, they are holding onto $844.46 and not releasing the funds to me. In the email they sent me, they said, "Any funds currently in your account balance will be held for a period of 90 days and released to you on April 10, 2025." However, it hurts a starting small business not to have funds available for 3 months, and I feel uneasy not certainly knowing if the funds will even be released after 90 days.
Business Response
Date: 01/16/2025
Hello,

Thanks for reaching out and making us aware of this issue. We’re 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: 01/16/2025

Complaint: ********

I am rejecting this response because: Square is still holding onto my balance. When I reached out, they didn't give me a reason why my account is still deactivated and why the decision is final.

Sincerely,

Saemyi L**
Business Response
Date: 01/23/2025
Hello,

Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 01/17/25 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: 01/23/2025

Complaint: ********

I am rejecting this response because: they emailed me yet did not resolve my issue, won't respond to my emails. I am requesting my funds to be released immediately and they are not giving me a reason why they are withholding my funds even after I sent the appropriate documents to verify my business.

Sincerely,

Saemyi L**
Initial Complaint
Date:01/10/2025
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.
REFUND & REIMBURSEMENT REQUEST
Business Response
Date: 01/16/2025
Hello,

Thanks for reaching out and making us aware of this issue. We’re 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:01/10/2025
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 harassed by the business to come in for a pre-orientation on Dental surgical rehabilitation I was told at that time that I needed to give a deposit to lock in the discount. I paid $30,000 to secure the discount. I was also asked to sign some paperwork that then later was information written in and not prelude to me in the beginning, and this business has refused to refund my money and I do not wish to Have any surgical procedures done by this office because they did not contact my primary care physician. They did not follow my wishes, not to be put to sleep under any kind of sedative or hallucinogenic medications, which was prescribed for me that I did not wish to take, and they tried to harass me And I didnt and I dont want any Services from this organization . I want my money back.
Business Response
Date: 01/16/2025
Thank you for reaching out. We were unable to locate an account with the provided information. This complaint does not appear to be related to Square *** (the card processor) nor any businesses related to the parent company, Block ***.

Thanks,
Square
Initial Complaint
Date:01/09/2025
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.
**** ********* housing opened an account with Square up and sent an invoice to a client. I was then flagged for high risk activity for reasons undisclosed to myself. 4254.50 was placed on hold for 90 days. The release date was suppose to be Jan 6, 2025, as of today I can’t contact or reach anyone by phone or email to inquire about my funds. I can’t transfer any funds, business has lost clients and funding due to this mix up. Everything I’ve done has been legit, and see no reason as to what I could’ve done wrong. I hope to resolve this issue sooner than later.
Business Response
Date: 01/13/2025
Hello,

Thanks for reaching out and making us aware of this issue. We’re 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:01/09/2025
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.
For some time, I have been dealing with a problem where my customers are unable to correctly change the tip amount when using Square’s payment system. Even when a customer enters $0 as the tip amount, Square still charges them a default tip amount. This has led to numerous angry customers who feel scammed, and I have had to offer free items to address their frustrations, causing both financial and reputational damage to my business.

I recently reached out to Square’s customer service via chat to resolve this issue. Unfortunately, the representative I spoke with was extremely unprofessional and appeared to lack the technical knowledge to understand or address the problem. They suggested that I set the default tip percentage to 0%, but Square’s system does not allow this, as the tip percentage must be between 1% and 100%. Moreover, this does not address the core issue of the “Other Tip” option failing to function properly.

When I pressed for a real solution, the representative became upset and ultimately ended the chat abruptly. I also inquired about escalating the issue to a supervisor, but I was told that no supervisors were available. This response, which I have received from multiple customer service agents, seems highly unprofessional and potentially illegal.

This experience has completely eroded my faith in Square’s ability to provide both reliable technical support and basic customer service. As a result, I am switching my POS system to another provider. I believe that Square has failed to uphold its responsibility to provide a functional and fair payment system, as well as adequate customer support.

In light of these failures, I am requesting a refund of all subscription fees I have paid to Square over the past year, as the company has failed to provide the services for which I have been paying.
Business Response
Date: 01/13/2025
Hello,

Thanks for reaching out and making us aware of this issue. We’re 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:01/09/2025
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.
We opened an account with ************************* did a charge of $7000 to a client for wedding services on the December 31st. It was marked as fraud but the customer then confirmed with credit card company that it wasn't fraud. Then the charge went through. We tried to deposit balance, but it disappeared. Waited a few businesses days to see if it automatically deposited. It never did. I called them on January 6th, to check my status. There employees stated that they could see them money but it was on hold while they check something out. They stated that they were going to escalate it and it will be resolved in 2 day or less and the funds would be deposited into my account. January 7th I got an email stating that they are deactivating my account. I called to figure out but they didn't give me any reason other than suspected fraud. I asked to speak to a supervisor, they denied saying the supervisor are only available for customers with accounts. They sent me another email stating funds will be held for 180 days and will be released two businesses days after June 30th
Business Response
Date: 01/13/2025
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: 01/13/2025

Complaint: 22789123

I am rejecting this response because: it doesn't resolve anything, they are just stating that they are looking into the issue.

Sincerely,

******** *********
Business Response
Date: 01/17/2025
Hello,

Thanks for following up. It looks like we reached out to you via email in regards to this complaint on 01/15/2025. 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: 01/20/2025

Complaint: 22789123

I am rejecting this response because: they don't state which parts of the terms and services. Even if they did, why are they holding on to the funds for over half a year.

Sincerely,

******** *********
Initial Complaint
Date:01/09/2025
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.
Starting in October of 2023, when Square/Cash app double-charged my ********** account and my Cash app for approximately 900 dollars. Square's staff at ******* lied to me in a number of emails and messages in the CashApp messaging area, telling me that they were investigating the situation and that they just needed more time. On several occasions they used an A.I., which made such little sense that I thought the entire platform was going to cease functioning. Please investigate my situation, as I am now staying in a homeless shelter, and Square contributed to my current situation, which has put my entire way of life at risk.
Business Response
Date: 01/17/2025
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

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Square, Inc. is BBB Accredited.