Complaint: [redacted] I am rejecting this response because: All the verification steps required by Square were metSo my question still remains; where is the $ [redacted] that was debited from the client's credit card.Sincerely, [redacted] ***
If you’re unable to locate the specific credit we’ve initiated please escalate to a branch manager at your bank for further research, it’s really important that you work with a manager, as a teller will not have access to the information neededOftentimes, the debit card operations team at your bank has access to the systems necessary to locate the transaction Square initiatedYour debit card operations team might need to follow up with [redacted] or [redacted] to remediate this issueIf you are able to confirm that the funds were rejected, Square will need written documentation confirming this, as there’s no indication of a rejection in our systems
Complaint: [redacted] I am rejecting this response because: You are not a financial institution and there fore cannot hold my funds legallyIt has been over days which is more than enough time to review charges Sincerely, [redacted]
Thank you for letting us know about the duplicate transactionThis has been escalated to Square Cash's Disputes team and will follow up with you directly
Thank you for writing back inPlease understand that this dispute has to do with the EMV liability shift, which was communicated to merchants through other teams here at SquareHowever, I can additional provide you with a brief overview of this liability shiftIn an effort to reduce credit card fraud in the U.S., banks are now issuing new, more secure chip cards (aka EMV cards) to customersAs a result, businesses need to upgrade their payments terminals to accept chip cardsIn the past, if you swiped a fraudulent card, banks absorbed any costsNow, if you're not set up with an EMV reader to process chip cards, the bank isn't responsibleThe responsibility to cover costs from certain types of chip card-related fraud has shifted to the merchantThe liability shift is only applicable for in-person transactions when the card is physically present, which means online orders and manually entered payments aren't affectedA liability shift related chargeback can happen if a fraudulent chip card is processed as a magstripe transaction through a magstripe reader (chip cards have magstripes too), instead of being processed through a chip card (EMV) payment terminalTo protect your business, make sure you can accept chip cards with either the "Square chip card reader":https://squareup.com/shop/reader or the "Square contactless and chip card reader":https://squareup.com/contactless-chip-readerTo review "best practices for safely accepting credit cards":https://squareup.com/help/article/5079, and for more information on "Square's chargeback protection":https://squareup.com/help/article/5*94, visit our Support CenterPlease let me know if you have any further questionsI am happy to helpBest,
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ Square was unable to locate a Square account associated with this name and email addressIf you could provide the name and email address on the account of which you are inquiring, Square can further assist you
Hello, A user who previously sent you money through Square Cash has disputed the transactions with their credit-issuing bank A chargeback occurs when a cardholder contacts their bank and asks that a payment be reversed.When a cardholder initiates a payment dispute, the card issuer requires that the recipient return the funds for that payment to the senderIf this is your first dispute, Square will protect you by challenging it automatically on your behalfIf Square is unable to win this dispute, the full amount will be debited from your Cash app, which may result in a negative Cash balanceIf this occurs, any new payments will be used to cover the negative Cash balance resulting from the disputeTo learn more, please visit Square’s Cash Terms of Service and Payment Terms
Please refer to the latest email correspondence sent by Square on 5/23/**Hello [redacted] We wanted to let you know that the hold on your Square account has expired, and your funds are scheduled to be deposited to your linked bank account within one to two business daysPlease note that your account status remains unchanged.We appreciate your patience and apologize again for any inconvenience this may have caused.Sincerely,Square Account Services
Please refer to the latest email correspondence sent by Square on 5/11***Hello [redacted] We’re sorry to inform you that we are deactivating your accountOur Account Services team reviewed your account and found a pattern of transactions associated with high-risk activity.For further information about our policies, you can review section of the Square Seller Agreement (https://squareup.com/subscriptions/r?ee=68c51a34c0ea44b3fdceb623bb90b23ffed6f20...⇄ regret that, starting today, you will no longer be able to process transactions using SquareAny funds currently in your account will be held for days before being released to your linked bank account.If you’d prefer to receive funds more quickly, you should consider refunding the payments back to the original cards and seeking alternate forms of payment(Please note that we will refund all the fees, too.)Refunds are available within days of the original paymentTo process a refund, log in to the Square Dashboard (https://squareup.com/subscriptions/r?ee=a32b8ed7189625d38822ea9206d0404685f54d5...⇄ the date selector tool to locate the specific payment.Click the payment you'd like to refund, then click "Issue Refund".Select the reason you're refunding the payment, and click "Issue Refund."Unfortunately, our decision to deactivate your account is finalDue to security reasons and the obligations of our agreements with card networks and other financial institutions, we cannot reverse this decision and are unable to provide additional details.Again, we apologize for any inconvenience this may have caused.Sincerely,Square Account Services
Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Based on the email sent by Square on 11/03/15, your funds are scheduled to be deposited into your linked bank account within one to two business days Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Hello [redacted] , Please refer to the following email sent on [redacted] 24:Square is sorry to inform you that Square is deactivating your accountWe reviewed your account and found a persistent pattern of transactions generally associated with high-risk activity.Square regrets that, starting today, you will no longer be able to process transactions using SquareDue to the unusual or high risk activity associated with your account, your outstanding Square balance will be reserved for up to days (but no less than days), unless circumstances require that Square extend this reserve periodIf you do not want Square to reserve your funds, you may refund the payment back to the cardholder account.Square Compliance TeamThis is a non-commercial message sent to you by Square, Inc.Email preferences: Please note that you may receive non-commercial email in accordance with your Square Seller Agreement, whether or not you elect to receive promotional email.FAQ: If you have any questions about Square, please see our help center at: https://squareup.com/helpPrivacy and security: Keeping your personal information secure is one of our most important responsibilitiesFor an explanation of how Square protects your personal information, please visit the Square website to read our Privacy Policy
Please refer to the email that was sent to you on March 15: Square is sorry to inform you that Square is deactivating your accountSquare reviewed your account and found that your business is prohibited by Section of the Payment Terms and/or Section of the General Terms, which means Square cannot accept payments related to your business Square regrets that, starting today, you will no longer be able to process transactions using Square Your outstanding Square balance will be paid out per our payment schedule Square appreciates your having chosen Square and apologize for any inconvenience this may cause Sincerely, Square Compliance Team This is a non-commercial message sent to you by Square, Inc Email preferences: Please note that you may receive non-commercial email in accordance with your Square Seller Agreement, whether or not you elect to receive promotional email FAQ: If you have any questions about Square, please see our help center at: https://squareup.com/help Privacy and security: Keeping your personal information secure is one of our most important responsibilitiesFor an explanation of how Square protects your personal information, please visit the Square website to read our Privacy Policy
Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ Square sent an email on 4/14/requesting information, but they did not receive a responseThe message states: "To ensure the financial security of both you and your customers, we need to verify some information about your account Unfortunately, we cannot deposit funds to your bank account until we verify this information, although you will still be able to accept payments using Square during this periodOur goal is to resume deposits to your bank account as quickly as possible." Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please tell me why you haven't responded to my multiple emails to customer service for months after that date, including at least two in December? Please email me at the email address on my account or tell me how else I can get in touch with youI would love to provide you with any and all information you need regarding the company so that you can release the fundsI have tried to email you multiple times and tried getting a passcode [redacted] call you but neve canPlease call or email me ASAP and resolve this Final Business Response / [redacted] (4000, 9, 2016/01/20) */ Square has credited your account $on 1/7/Please refer to your latest email correspondence between you and Square for additional questions or concerns Final Consumer Response / [redacted] (2000, 11, 2016/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for finally doing what your company is supposed to do after almost year of holding my funds
(The consumer indicated he/she DID NOT accept the response from the business.)There were additional refunds840, and Square is now holding these funds ever thought I insured a refund for these ammounts to the customer If I've authorized the refund, why is square making the customer wait until the dispute process to receive their moneyIllegal
Complaint: [redacted] I am rejecting this response because: I'm not disputing deactivation of my account with Square, once again it has already been days that my funds have been with held, all I'm asking is for Square to deposit the funds into the Bank Account listed on file or send a check to the address on fileThis have been a very bad experience for me as a Customer and Square should have a better business policy, I use PayPal for my Business Transactions all the time and don't have a problem reaching customer service if I have a question or complaintWhy are we allowing this company to operate without a Customer Service Department, they don't respond to emails from the Customer and they are refusing to release money that don't belong to themI'm not going to back down from this dispute, Square need to have more integrity when it comes down to how they treat their Customers Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/25) */ Please refer to the latest email correspondence between you and Square from 1/12/The message states: "I just wanted to reach back out and let you know that I was able to have that $credited back to your Square accountThe total of $4,was sent by Square last night and you should see it in your bank account this morning." Please respond directly to the email with any additional questions or concerns Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) My customer service number is still deactivated which means that I cannot receive customer service when I have issues with any of my transactions/ deposits It was not my fault that Square completely dropped the ball when it came to handling their customer service issue with me and as a customer, I should not have to bear the weight of their lack of response I understand that I was able to finally get credit for the what I was originally told I would get, even though it took me creating another account to be able to finally contact customer service department and speak to an employee who was willing to take care of my issueThe manager I spoke with was rude & completely inconsiderate during this whole ordealShe was not willing to hear my side of the story at all - no sympathy or empathy, just an attitude If I can't have my code reactivated, then there is no point in continuing to use Square for my online client needs In closing, I need my customer code reactivated in order for this issue to be resolved Final Business Response / [redacted] (4000, 9, 2016/02/04) */ This issue has been resolved your customer code was reactivated and you spoke with a Square Support representative on 1/28/ Final Consumer Response / [redacted] (2000, 11, 2016/02/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)
That is unacceptableSquare is holding our money hostageWhere I come from that is STEALINGThis is nothing more than an attack on an American owned businessI DEMAND the funds be released within hours.Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Yet again we have been promised OUR money and Square has failed to deposit they promised in 1-business daysThat was last Thursday and it is now Tuesday, business days laterNot to mention I am also requesting the "said email" from them sent on 6.9.**? I never received oneAgain a lie This feels like I am getting the run around from them AGAINI am prepared to take legal action if MY money isn't deposited into my account by noon on 6.29.**This has gone on way to longI will also be seeking 15% interest on my deposit for the months they have held my money Thank you Revdex.com for your help, I hope that other Square users who have had this happen to them are directed your way to resolve there issues as well Sincerely, [redacted] ***
I would like to check on the status of my complaintI have sent multiple emails since [redacted] , ***23rd to this company and no one is responding to meI still have $"pending" and not yet deposited into my bank and am well beyond the 90-days of required wait time on my Squareup accountThank you, [redacted] Upon Your Request
Complaint: [redacted] I am rejecting this response because: All the verification steps required by Square were metSo my question still remains; where is the $ [redacted] that was debited from the client's credit card.Sincerely, [redacted] ***
If you’re unable to locate the specific credit we’ve initiated please escalate to a branch manager at your bank for further research, it’s really important that you work with a manager, as a teller will not have access to the information neededOftentimes, the debit card operations team at your bank has access to the systems necessary to locate the transaction Square initiatedYour debit card operations team might need to follow up with [redacted] or [redacted] to remediate this issueIf you are able to confirm that the funds were rejected, Square will need written documentation confirming this, as there’s no indication of a rejection in our systems
Complaint: [redacted] I am rejecting this response because: You are not a financial institution and there fore cannot hold my funds legallyIt has been over days which is more than enough time to review charges Sincerely, [redacted]
Thank you for letting us know about the duplicate transactionThis has been escalated to Square Cash's Disputes team and will follow up with you directly
Thank you for writing back inPlease understand that this dispute has to do with the EMV liability shift, which was communicated to merchants through other teams here at SquareHowever, I can additional provide you with a brief overview of this liability shiftIn an effort to reduce credit card fraud in the U.S., banks are now issuing new, more secure chip cards (aka EMV cards) to customersAs a result, businesses need to upgrade their payments terminals to accept chip cardsIn the past, if you swiped a fraudulent card, banks absorbed any costsNow, if you're not set up with an EMV reader to process chip cards, the bank isn't responsibleThe responsibility to cover costs from certain types of chip card-related fraud has shifted to the merchantThe liability shift is only applicable for in-person transactions when the card is physically present, which means online orders and manually entered payments aren't affectedA liability shift related chargeback can happen if a fraudulent chip card is processed as a magstripe transaction through a magstripe reader (chip cards have magstripes too), instead of being processed through a chip card (EMV) payment terminalTo protect your business, make sure you can accept chip cards with either the "Square chip card reader":https://squareup.com/shop/reader or the "Square contactless and chip card reader":https://squareup.com/contactless-chip-readerTo review "best practices for safely accepting credit cards":https://squareup.com/help/article/5079, and for more information on "Square's chargeback protection":https://squareup.com/help/article/5*94, visit our Support CenterPlease let me know if you have any further questionsI am happy to helpBest,
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ Square was unable to locate a Square account associated with this name and email addressIf you could provide the name and email address on the account of which you are inquiring, Square can further assist you
Hello, A user who previously sent you money through Square Cash has disputed the transactions with their credit-issuing bank A chargeback occurs when a cardholder contacts their bank and asks that a payment be reversed.When a cardholder initiates a payment dispute, the card issuer requires that the recipient return the funds for that payment to the senderIf this is your first dispute, Square will protect you by challenging it automatically on your behalfIf Square is unable to win this dispute, the full amount will be debited from your Cash app, which may result in a negative Cash balanceIf this occurs, any new payments will be used to cover the negative Cash balance resulting from the disputeTo learn more, please visit Square’s Cash Terms of Service and Payment Terms
Please refer to the latest email correspondence sent by Square on 5/23/**Hello [redacted] We wanted to let you know that the hold on your Square account has expired, and your funds are scheduled to be deposited to your linked bank account within one to two business daysPlease note that your account status remains unchanged.We appreciate your patience and apologize again for any inconvenience this may have caused.Sincerely,Square Account Services
Please refer to the latest email correspondence sent by Square on 5/11***Hello [redacted] We’re sorry to inform you that we are deactivating your accountOur Account Services team reviewed your account and found a pattern of transactions associated with high-risk activity.For further information about our policies, you can review section of the Square Seller Agreement (https://squareup.com/subscriptions/r?ee=68c51a34c0ea44b3fdceb623bb90b23ffed6f20...⇄ regret that, starting today, you will no longer be able to process transactions using SquareAny funds currently in your account will be held for days before being released to your linked bank account.If you’d prefer to receive funds more quickly, you should consider refunding the payments back to the original cards and seeking alternate forms of payment(Please note that we will refund all the fees, too.)Refunds are available within days of the original paymentTo process a refund, log in to the Square Dashboard (https://squareup.com/subscriptions/r?ee=a32b8ed7189625d38822ea9206d0404685f54d5...⇄ the date selector tool to locate the specific payment.Click the payment you'd like to refund, then click "Issue Refund".Select the reason you're refunding the payment, and click "Issue Refund."Unfortunately, our decision to deactivate your account is finalDue to security reasons and the obligations of our agreements with card networks and other financial institutions, we cannot reverse this decision and are unable to provide additional details.Again, we apologize for any inconvenience this may have caused.Sincerely,Square Account Services
Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Based on the email sent by Square on 11/03/15, your funds are scheduled to be deposited into your linked bank account within one to two business days Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)
Hello [redacted] , Please refer to the following email sent on [redacted] 24:Square is sorry to inform you that Square is deactivating your accountWe reviewed your account and found a persistent pattern of transactions generally associated with high-risk activity.Square regrets that, starting today, you will no longer be able to process transactions using SquareDue to the unusual or high risk activity associated with your account, your outstanding Square balance will be reserved for up to days (but no less than days), unless circumstances require that Square extend this reserve periodIf you do not want Square to reserve your funds, you may refund the payment back to the cardholder account.Square Compliance TeamThis is a non-commercial message sent to you by Square, Inc.Email preferences: Please note that you may receive non-commercial email in accordance with your Square Seller Agreement, whether or not you elect to receive promotional email.FAQ: If you have any questions about Square, please see our help center at: https://squareup.com/helpPrivacy and security: Keeping your personal information secure is one of our most important responsibilitiesFor an explanation of how Square protects your personal information, please visit the Square website to read our Privacy Policy
Please refer to the email that was sent to you on March 15: Square is sorry to inform you that Square is deactivating your accountSquare reviewed your account and found that your business is prohibited by Section of the Payment Terms and/or Section of the General Terms, which means Square cannot accept payments related to your business Square regrets that, starting today, you will no longer be able to process transactions using Square Your outstanding Square balance will be paid out per our payment schedule Square appreciates your having chosen Square and apologize for any inconvenience this may cause Sincerely, Square Compliance Team This is a non-commercial message sent to you by Square, Inc Email preferences: Please note that you may receive non-commercial email in accordance with your Square Seller Agreement, whether or not you elect to receive promotional email FAQ: If you have any questions about Square, please see our help center at: https://squareup.com/help Privacy and security: Keeping your personal information secure is one of our most important responsibilitiesFor an explanation of how Square protects your personal information, please visit the Square website to read our Privacy Policy
Initial Business Response / [redacted] (1000, 5, 2016/01/05) */ Square sent an email on 4/14/requesting information, but they did not receive a responseThe message states: "To ensure the financial security of both you and your customers, we need to verify some information about your account Unfortunately, we cannot deposit funds to your bank account until we verify this information, although you will still be able to accept payments using Square during this periodOur goal is to resume deposits to your bank account as quickly as possible." Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please tell me why you haven't responded to my multiple emails to customer service for months after that date, including at least two in December? Please email me at the email address on my account or tell me how else I can get in touch with youI would love to provide you with any and all information you need regarding the company so that you can release the fundsI have tried to email you multiple times and tried getting a passcode [redacted] call you but neve canPlease call or email me ASAP and resolve this Final Business Response / [redacted] (4000, 9, 2016/01/20) */ Square has credited your account $on 1/7/Please refer to your latest email correspondence between you and Square for additional questions or concerns Final Consumer Response / [redacted] (2000, 11, 2016/01/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for finally doing what your company is supposed to do after almost year of holding my funds
(The consumer indicated he/she DID NOT accept the response from the business.)There were additional refunds840, and Square is now holding these funds ever thought I insured a refund for these ammounts to the customer If I've authorized the refund, why is square making the customer wait until the dispute process to receive their moneyIllegal
Complaint: [redacted] I am rejecting this response because: I'm not disputing deactivation of my account with Square, once again it has already been days that my funds have been with held, all I'm asking is for Square to deposit the funds into the Bank Account listed on file or send a check to the address on fileThis have been a very bad experience for me as a Customer and Square should have a better business policy, I use PayPal for my Business Transactions all the time and don't have a problem reaching customer service if I have a question or complaintWhy are we allowing this company to operate without a Customer Service Department, they don't respond to emails from the Customer and they are refusing to release money that don't belong to themI'm not going to back down from this dispute, Square need to have more integrity when it comes down to how they treat their Customers Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2016/01/25) */ Please refer to the latest email correspondence between you and Square from 1/12/The message states: "I just wanted to reach back out and let you know that I was able to have that $credited back to your Square accountThe total of $4,was sent by Square last night and you should see it in your bank account this morning." Please respond directly to the email with any additional questions or concerns Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) My customer service number is still deactivated which means that I cannot receive customer service when I have issues with any of my transactions/ deposits It was not my fault that Square completely dropped the ball when it came to handling their customer service issue with me and as a customer, I should not have to bear the weight of their lack of response I understand that I was able to finally get credit for the what I was originally told I would get, even though it took me creating another account to be able to finally contact customer service department and speak to an employee who was willing to take care of my issueThe manager I spoke with was rude & completely inconsiderate during this whole ordealShe was not willing to hear my side of the story at all - no sympathy or empathy, just an attitude If I can't have my code reactivated, then there is no point in continuing to use Square for my online client needs In closing, I need my customer code reactivated in order for this issue to be resolved Final Business Response / [redacted] (4000, 9, 2016/02/04) */ This issue has been resolved your customer code was reactivated and you spoke with a Square Support representative on 1/28/ Final Consumer Response / [redacted] (2000, 11, 2016/02/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)
That is unacceptableSquare is holding our money hostageWhere I come from that is STEALINGThis is nothing more than an attack on an American owned businessI DEMAND the funds be released within hours.Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: Yet again we have been promised OUR money and Square has failed to deposit they promised in 1-business daysThat was last Thursday and it is now Tuesday, business days laterNot to mention I am also requesting the "said email" from them sent on 6.9.**? I never received oneAgain a lie This feels like I am getting the run around from them AGAINI am prepared to take legal action if MY money isn't deposited into my account by noon on 6.29.**This has gone on way to longI will also be seeking 15% interest on my deposit for the months they have held my money Thank you Revdex.com for your help, I hope that other Square users who have had this happen to them are directed your way to resolve there issues as well Sincerely, [redacted] ***
I would like to check on the status of my complaintI have sent multiple emails since [redacted] , ***23rd to this company and no one is responding to meI still have $"pending" and not yet deposited into my bank and am well beyond the 90-days of required wait time on my Squareup accountThank you, [redacted] Upon Your Request