Consumer complaint received 2022-12-18
Company: Block, Inc.
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I ran a transaction ( manual ) through my Square processing account. I have become extremely busy over the past XXXX months. I don't always use square as a lot of clients send money via XXXX. However, some companies use credit cards and so I have Square as a way to accept those payments. 
So XXXX XXXX I ran the remaining balance from my invoice for a party that had been booked since XXXX of XXXX. The party included bartenders, wait staff, party rentals, liquor package, catering, entertainment, decorations, and a photo booth. The price of the event was fairly high but it was a party for XXXX people. 
I made the transaction on a Tuesday. I subsequently used my debit card linked to this square processing and made a lot of purchases as well as paying other vendors for their services. I used my card all the way until the day of the event XX/XX/XXXX. 
Then on Sunday XX/XX/XXXX ( my payroll day ) I went online to charge a couple of additional balances on other parties from the weekend and trans funds to my main account so I could pay my employees. I noticed that the account said I couldn't do any transfers but I thought maybe it was due to it being Sunday and maybe they had some maintenance or something. 
On Monday XX/XX/XXXX I logged in again. I found my account in the same status. I first started an online chat with someone who informed me that my account was under review. However, this person couldn't tell me why or when things would be released. I then called the XXXX # and spoke to someone who obviously didn't know why either. She told me that she would get back to me that evening or the next day. Nothing came nor was anything explained. At this point I have still NOT received anything from Square with a heads up or any action that I needed to take. The only thing that was shown was that the review could take 1 day to review. 
On Tuesday XX/XX/XXXX I called again. This time after XXXX minutes with someone who again didn't know anything and could not help me I asked to speak to a supervisor. I was told that there is no way for me to speak directly to a supervisor. ( Weird as this is a bank and should have higher ups that a customer can speak too ). I then asked if I could speak to the " XXXX '' department in hopes to talk and get the problem resolved. I was again informed that there is no direct contact with the review department. She said like the first girl I should have received an email. I kept telling them I hadn't received anything. 
Then on Wednesday XX/XX/XXXX I FINALLY received an email from them asking me to log in to my account and proceed with the questions that needed to be addressed. I logged in immediately. To my surprise, I the questions were framed as if I were a criminal. " What did you sell, who did you sell it too, what types of items are you selling, do you know the people, 3 months of bank statements from my other account, the invoice that I used, why has by transactions increased, etc. I don't feel that they should be able to ask, request, or insist on items such as this while my money is unavailable. If I had just used the processing portion of square, the money would have been deposited right away and no questions asked. I thought this would take a couple of days for the review and then I would be able to receive my money. 
I had XXXX events this week XXXX and I had to find ways to pay for everything since most of my money was tied up with Square. Online it says I can keep taking credit card payments though. That is nice of them that they can keep taking more of my money. 
Now here we are XX/XX/XXXX and I am still not allowed to do anything with my money and I was told to upload an invoice AGAIN!! They said my invoice did not match the transaction. IT DOES meet the transaction to the XXXX. 
I am tired of this run around and tired of NOT being able to speak to someone except for XXXX somethings that are working from home and reading from a computer screen. 
I don't think that this is right for them to do this. I am a small business and rely on the money I receive to be able to keep my business running. 
They cost me {$700.00} in discounts for this weekend because I did not have access to my funds and I couldn't do certain things for my events. 
They have hurt me financially and maybe long term as well.

Company response to consumer: Closed with explanation