The complaint has been investigated and
resolved to the customer's satisfaction
SquareupStealing my money

On March 18th we ran a payment through the square card website. The payment was for 12, 734.10. We had expected the full payment to be in our bank account the next morning. Well only 2002 got deposited. We were very upset. It turned out that if you do not swipe the card they hold your money for 30 days. SO we did mumble and complain to the company about this, but eventually accepted that we did not read the rules. SO that not we read the rules and found out as long as you swipe customers cards in person the full amount will be released to your bank account with in 24 hours. So we decided to give it another try with a customer who wanted to pay via credit card. So on April 2nd we swiped a customers card for 3364.05. We were expecting to have our money the next day. But to my surprise I got the following email instead.
" Hello Melissa,

To ensure the financial security of both you and your customers, we would like to verify some additional information about your account. Until we have verified this information, deposits to your bank account will be deferred. During this period, you will still be able to accept payments using Square.

To verify your account, please do the following:
1.Please log in to the Square Dashboard on a computer at
2.Click the "Verify account" button in the banner at the top of the page.
3.Answer the questionnaire with as much detail as possible. If you are unsure what to send, provide any documentation relevant to your business or transactions. Documents can be directly uploaded through the questionnaire or faxed to us. Please ensure your documents are clear and legible.
4.Click "Submit"

We realize the difficulty this may cause and we want to resume deposits to your bank account as soon as possible.

Once the form has been completed, you will receive an email confirmation and should expect to hear back from us within 1-2 business days.

For more information about this form and the verification process, please visit our Help Center

If you have questions regarding the form, please call [protected] and have your account number ready: #[protected]. We are available Monday - Friday from 9AM - 5PM PT. Please note that our Account Services representatives will be unable to assist with issues unrelated to the account verification process.


Square Account Services"

So I did exactley as they asked expecting to have my money soon. As a small business I owed vendors for this job and had to feed my own family. So I figured I would have my money the next day. Instead I recieve this message.

"Hello Melissa,

Our Account Services team has concluded a review of your account and has determined it to be high risk. For security purposes, we have elected to deactivate your Square account. From the date of this letter forward, you will not be able to process transactions using Square.

To learn more about Square's Merchant User Agreement and terminations, please visit: Merchant User Agreement.

Any funds currently in your account will be held for 90 days before being released to your linked bank account.

If you do not want to wait 90 days to receive these funds, you may consider refunding the payments back to the original cards and seeking an alternate form of payment. Please note that we refund all the fees too.

To refund a payment, please log in to the Square Dashboard on a computer at
1.Navigate to your Payments page.
2.Click on the payment you would like to refund, then click 'Issue Refund' on the left.
3.Enter the reason you are refunding the payment, then click 'Refund this payment.'

For security reasons, we cannot divulge the reason for your account termination. We apologize for the inconvenience, but our decision is final.

Thank you for understanding.


Square Account Services"

You can imagine my surprise when I recieved this. So I begin looking for ways to contact Square up. Apparently the only way is via email. So I email them this

"Waiting to hear the reasoning. Please. This is a very poorly run company with horrible customer service. It is not good business for me to have to go back to a customer and refund, it looks flakey. Can you please explain to me the reasoning behind your decision or at least give me a date of when my money will be available, so I can let my vendors know when they will be paid. Your prompt attention to this matter would be appreciated"

In return this is the answer I get.

"Hello Melissa,

Thanks for writing in.

Due to security reasons, we cannot detail the reasons for our decision.

I apologize for the inconvenience, but our decision to deactivate is final.


Square Account Services"

So at this point I have no option but to consider my money stolen. We made one last effort to contact them via email since there is no phone # to contact them to discuss held money. I have yet to hear back from that email. I am not the only contractor to be facing this with square. I have been a customer since Sept of 2012. This is the poorest I have ever been treated by a company. Especially after following their very own rules to get my money. At this point I consider the company thiefs, and consider my money stolen, and I have reported it to my local authorities, as well as San Franciscos.

As far as a resolution...we just want our money for the work we have preformed, and do not think it is rightfor them to hold it just to collect interest. Let alone hold it and not tell us why, especially after we did EVERYTHING THEY ASKED!!


  • Fr
    Freddie Sanchez Jul 14, 2017

    This is my complaint I sent to BBB - Better Busimess Bureau.

    I do not know how this company still in business. I started using Square like a moth ago, the first week I did 3 transactions for 3 new customers, they locked my account and put it under review and send me an email asking to upload some documents to verify my business so I did, they lifted the hold on my account saying that was a one time thing. The week after I did 2 more transactions "2 new customers" they did the exact same thing. So I did provided them with all documents needed to fix the problem. Couple of days later I did 1 transaction for a new customer, next day no deposit... So I called them they said that it was a mistake that they will contact that department to take the hold off, a couple of minutes later I was in my account and tried to contact them to see if everything was ok and they blocked my call option. No way to contact them, only via email but this was on July 11, 2017 and no email or explanation from them, and they are holding $6k+ of my money. This needs to stop, somebody needs to hear us and take action... The collected their fees, the have their money and hold ours for no reason at all. Square can't be playing around with honest and hard working people's money like that. Scam, White collar thieves!

    0 Votes
  • Ma
    Manny3491 Sep 01, 2016

    this Scam is Done by The Square App

    This is an app that is been distributed to People and Merchants, so that they can Charge their customers for Products and services !
    but this Company systematically Steel Their Customers Hard Earned Money,
    I have myself had customers paying me total of about $ 4, 352.00
    and they deposited only about $2920 that is After Their Fees had been taken !
    So I have Tried to call them, and they don't reply,
    I send them over 20 emails, And they steel do not have any good Answers to where my Money has Disappeared !

    so I have checked them over The internet, and there are thousands of people like me that has been Cheated out of their Hard earned Money ! Please Contact me if you Want to
    I hope That You Can Help
    Thanks So Much


    Emmanuel Hileah


    -1 Votes
  • Fr
    Fralio Apr 12, 2016

    I had been using square for years and had a large transaction of $10000.. I got the verification message. I absolutely refused to give them the personal info they asked for. They were charging me $350 for the transaction. I canceled all transactions and closed my account. Hold MY money while they verify me, someone who has had an account for years??! I don't think so!

    0 Votes
  • Br
    Brett W. Apr 20, 2014

    I agree, I ran a payment for $4, 500, on top of the crazy fee they took from me, now I have to wait 90 days to get my money? What a scam! Sounds like a class action lawsuit is in order. This is absolutely insane!

    0 Votes

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