Consumer complaint received 2021-12-21
Company: Square Inc
State: IL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Sent card you never applied for

Complaint:
On XX/XX/21 I received an unsolicited Square Business Debit card in the mail. The card has my name on it. It was sent to my address. I do not have a Square account and have never ever dealt with Square for any reason. 

There was no other information included other than an instruction to " Activate your card in the Balance section of your Square app or web Dashboard ''. I looked up the Square website to compare the contact info on the card with the info on the site, however there is no contact info on the card except for a web address. There is also no phone number to be found at all on the Square site. I finally found the number on another site called " XXXX XXXX ''. I called and got Square Customer service and spoke with someone named XXXX. 

I explained to XXXX that I received a Square Business Debit Card unsolicited and that I was calling to find out what is going on. He asked me for my name and email address. I gave him my name but refused to give my email address. He said he could not look up " my account '' without the email address. It told him that I do not have an account. I am not a Square customer. I am simply trying to find out why your company sent me this debit card that I did not request. '' He asked for my date of birth. I again refused. He said he could not help me if I wouldn't give him any info to look up anything. I offered to give him the information on the card that his company sent to me, he said he couldn't look up anything using that info??? He then transferred me to another customer service group who he said may be able to do that. 

I spoke with XXXX who asked me for the same info. I repeated my response to him and asked why he needed any of my personal info and offered the info on the card that his company sent to me. He said he could not do anything without my name and email address. I reluctantly relented and gave him my email addresses. He said he could not find an account under either which is not surprising since again, I did not request this card so why would they have my email address??? I did not get an answer to that question. XXXX put me on hold 3x stating he needed to look into something. He finally came back and said he couldn't help me because he could not pull up my account. I told him again, " I do not have an account, I was sent this card out of the blue and I am trying to figure out what this is about ''. He put me on hold again and came back and asked for the last 4 digits on the card. I gave it to him. He then said that he would escalate the matter and that I'd receive a response via email by Monday ( today ). I have not heard anything from them. This is completely unacceptable to me. 

They should be able to look that up without any info from me other than what was on that card since they sent me the card in the first place. This is a very sketchy, shady situation and I do not appreciate it at all. I received zero answers from Square. I need answers.

Company response to consumer: Closed with explanation