Consumer complaint received 2023-11-29
Company: Block, Inc.
State: CA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
I began process of opening an account with Square so that I could accept creditcards. I am opening a new mobile business but I did not have a website, or even company name yet.

I entered XXXX XXXX to simply get account started. I received notification that my account was open and I could begin accepting payments. I processed a {$1000.00} payment from my own credit card to test their system ( I checked online to be sure this was allowed ). Payment was accepted. 

I received email requesting more information about my business. The information was geared at selling me XXXX  and was not necessary for them to have. I answered questions with as little detail as possible to stop them from selling more XXXX. 

I then received email requesting 3 months of bank statements despite having told them this was a brand new business that I was starting. I was furious at the invasion of my privacy. I had declined to link my bank account with them ( said optional ) but I had provided credit card which was verified to accept payments. 

I contacted support and was told I would have to provide bank statements. This totaled over XXXX pages and I told them it was failing every time I tried to upload documents. I asked for a fax number. They refused and said I must upload. I did upload all the documents but I could not tell if they all went through. I received a confirmation on the site but it did specify the number of pages or files that went through. 

I received email that my account was deactivated and the decision was final. No further information was given. I called Square and was told by agent that they did not have to tell me why they made that decision. They said decision was final. I explained that I wasn't sure if my documents uploaded and that I had not engaged in any fraud. I said there must be a mistake but how can I address this if you won't provide any information. They replied they didn't have too. They then said the {$1000.00} transaction would remain suspended for XXXX months ( though payment went through on my credit card ). 

I have since tried to contact Square through chat, text, and phone. I am blocked from speaking to anyone. If I try the chat, it simply says there was an error or leaves me on infinite loop without connecting. When I call I get message that I have been denied an account and to check my email and spam. The email they are referring to says nothing but what I said above. 

These are my issues : 1. I have never been accused or been involved in fraud of any kind.

2. I found out later with XXXX XXXX that my account had been below XXXX because of a fraud by an online company. That was resolved but I could not tell Square this. I have never had a negative balance before that. 
3. How do they have the right to hold funds for 3 months when the consumer is paying interest on that payment? 
4. How can they refuse to provide any information about why the account has been deactivated? This is against Due Process!

Company response to consumer: Closed with explanation