Consumer complaint received 2023-06-06
Company: Block, Inc.
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem making or receiving payments

Complaint:
On XX/XX/2023, from my Square Bank account/merchant account I went onto the XXXX App and requested a check and/or debit of {$2100.00} to pay my lease at XXXX XXXX XXXX  ( please see the attached copy of the check ). Please note that Square Bank debited the funds from my account immediately. I forwarded the check for payment immediately via email XXXX. 

On the morning of XX/XX/2023, the assistant property manager came to me and said that they were unable to deposit the check via bank imaging. I immediately called Square and I was directed to XXXX in Square customer service after explaining the situation and emailing XXXX at XXXX a copy of the check. After approximately 90 minutes of my time on the phone with XXXX, she advised that she was escalating this matter to financial engineering to help resolve the issue. I explained that my rent would have a late fee that I would hold them liable for if it was not received by XX/XX/2023. XXXX told me that would get this matter resolved yesterday. At XXXX XXXX  I sent XXXX at Square an email and advised that I need the money credited back to my Square account and I would just initiate an ACH transfer. I never heard back from Square until I called again on XX/XX/2023 at XXXX XXXX  XXXX ( I will attach both emails ). 

This morning I was on the phone with XXXX at Square for 54 minutes explaining this matter once again. I told her that Square needed to deposit the money back into my account with the late fees their negligence had created for me. XXXX advised that once there was an escalation status they could not just terminate and credited the month back to my account. However, she then asked for permission to go into my XXXX app and she suggested that I cancel the check. I told her that Square was responsible for my late fees and she said that Square would not refund me. I asked to speak with her supervisor and she indicated that her supervisors would not help me. 

I am in the process of completing my XXXX  and a XXXX XXXX in XXXX XXXX XXXX XXXX ; however, I was an XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX for approximately 23 years and I have never seen more disregard for consumer welfare and unethical business behavior than what I have witnessed from Square. The reason that I used my banking app with Square was due to the fact that I tried to transfer funds to my normal checking account 5 times on XX/XX/2023, and Square was having technical difficulties and was unable to complete the transfers on that date. 

Square 's support telephone number is very difficult to locate and it takes too much time for a self-employed individual to resolve the matter. Their fees are very high for the inadequate service that they provide. I request the following from Square : - My late fees for my rent ( {$100.00} ), - My hourly normal fee is {$120.00} per hour and I now have 3 hours invested in trying to resolve their unethical conduct, and - The crediting of my funds ( {$2100.00} ) immediately back to my account. 

Thanks,

Company response to consumer: Closed with explanation