Consumer complaint received 2022-12-26
Company: Block, Inc.
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Money was not available when promised

Complaint:
On XX/XX/XXXX @ XXXX XXXX  I called in to square because I realized the amount for my deposit was incorrect. Customer service could not help. Called back on XX/XX/XXXX @ XXXX XXXX  for XXXX hr XXXX mins ad XXXX sec, this time the customer service rep realized that when I got a new card reader the settings were already set in that reader and it was charging me for instant deposits and opened a savings account that I did't ask for either, the customer service rep stated that from the time the new reader was ordered and used that's when she saw a change in my account, she stated it all match back to the dates I told her. The customer service rep told me she was going to put in a claim to get my money back for the instant deposits because when she looked at my account where I was looking it was not set up that way. The customer service rep told me to put a bank account in because there was no attached to get the money out of the savings account. I did that, I did not put in the reg account that is attached to my square account for withdrawals. Once I put the different account in my account came back as having fraud because of the bank account being added for the savings account. It the suspended my reg square account from withdrawals but not deposits. I called back on XX/XX/XXXX @ XXXX XXXX  for XXXX mins XXXX sec, I answered a lot of questions to verify it was me and that I did add that different bank account.I was told it would take XXXX days for a response.I called back on XX/XX/XXXX at XXXX XXXX  for XXXX mins XXXX secs the customer service rep hung up on me she said I was not XXXX, XXXX I verified all the security questions. I called back on XX/XX/XXXX @ XXXX XXXX for XXXX mins XXXX sec, this customer service rep said everything had come back and it should be taken off suspension. It wasn't, I called back on XX/XX/XXXX @ XXXX XXXX  for XXXX mins XXXX sec, I was told it was fraud because of the savings account, I explained to them everything that has been going on, they stated it needed to go to another department again XXXX days I will hear something back. On XXXX @ XXXX XXXX  for XXXX mins XXXX sec called back because I got another email from square saying fraud and to call in .Once I called in they said no bank account was attached to the savings account. Put the bank account in again, this time I put the account that is attached to the withdrawal account, Square deposited and did the withdrawals on my account on XXXX XXXX for XXXX cents, XXXX for XXXX cents. Called back on XXXX XXXX @ XXXX XXXX for XXXX mins XXXX sec XXXX was told no account was attached to the savings account again even after the deposits and withdrawals being done was told I would be contacted that evening, never was contacted. Got another email on the XX/XX/XXXX saying fraud call in. Called in on XX/XX/XXXX @ XXXX XXXX  for XXXX mins XXXX sec was supposed to be transferred to another department, but I was hung up on again. Called back XX/XX/XXXX @ XXXX XXXX mins XXXX sec still being told no bank account attached, answered all question again. Was told I would be contacted that evening again, never was contacted. Called back today XX/XX/XXXX @ XXXX XXXX  for XXXX min XXXX sec I was told again the savings account, gave them the dates again, was told I would hear something back today .I have tried my best to work with square and to no prevail it has not worked out. I have verified all my security questions every time I call in.

Company response to consumer: Closed with explanation