Consumer complaint received 2023-05-12
Company: Block, Inc.
State: ME
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I started an account with Square in XX/XX/XXXX for a small business to have traceable record for accounting purposes. The business involves handmade wood pieces like desks, framed art/frames, cutting boards and custom pieces. I lost my W2 job at the beginning of the pandemic then spent the next XXXX years caring for my brother and father who were ill. They passed away in XXXX and XXXX. I had stockpiled some during this time as therapy. 
I chose Square because I used them from XXXX till the end of XXXX for a fence business I owned, having run several XXXX XXXX in credit card sales and borrowing $ XXXX in short term loans which were paid back on time and with no issues. I believed those facts would ease any concerns that having a lot less money now to invest in initial start up for official looking documentation and choosing to function as a XXXX initially. I had no need for adding sales tax because I had bought the wood or it was donated while caring for my family. Was just looking to start out running cards to track my sales then when necessary I could track my expenses as well since I opened the checking account with them. Boy was I wrong I have a XXXX friend who won a big lawsuit and knew a lot of people. Once I proved there were buyers out there he bought the pieces and sold them to help get cash flowing for me. Within one month they froze my account and funds without warning like they were the IRS, demanding customer information, copies of receipts and other information that my accountant would ask for not a credit card processing and bank institution. If it was healthcare that information would be protected but since it isnt I had to comply or they would shut me down they said. I had hand written receipts but I didnt know that coupled with the dollar amounts would flag me as a drug dealer in their eyes, passing judgement on me for the irritation I showed and felt when I was locked out of my money. I barley had enough money to eat. I complied and they freed my money and said I was good to go. Having had such a good experience in years past I stuck by them but waited a month before running any sales thru them. Dumb move. 
I ran one sale, same set up with XXXX friend buying prices up front to get me going again. When they let that go thru I also transferred {$400.00} from my personal checking account into my Square checking account as I needed to purchase some supplies as I had finally run out. I woke up to my account frozen again after one transaction and the transfer of personal funds. 
They required the same XXXX information as the previous time asking for my customers info so they could verify it was legitimate etc. Asking for copies of my communications with him i.e emails and call logs. I refused again because they are paid to provide a service. I didnt know they viewed themselves as my account and/or the IRS. Also asking for an invoice this time which I provided. Handwritten but an invoice all the same. They rejected it saying it was a receipt which I showed them last time and disallowed me from completing their survey without uploading additional documentation that satisfied them leaving no space to tell them to look again since what they called a receipt had a date XXXX weeks prior to the card being processed because it was an order/invoice for requested items. I couldnt complete form and when I tried to call them it recognized my number and told me to finish the requested form and doc requests. When I finally got someone on the phone they refused to let me speak to a supervisor, protected by their frontline people. Do as I say or else was the message. The person I spoke to pretty much told me they thought I was a drug dealer and until I did what they said they were keeping the money I transferred in and the sale money until I satisfied them. They dont care that the money was a lot to me and they tied my hands so I couldnt make money to eat or live. To them I was a drug dealer because I fought them on handing over customer information so they could call and interrogate him and had handwritten receipts/invoices. I refunded the sale so he could pay me in a manner that I would actually get paid but I can do nothing about the money I transferred from XXXX checking account to theirs. They have it locked up for 90 days and tell me I can do nothing about it and they closed my account with them. Since they are functioning as a bank they should act like it because Im pretty sure the government doesnt allow any bank to keep a customers bank deposits for 90 days allowing them no access to their own money. They will not take my calls and have not responded to XXXX emails I sent asking for a reason and seeking relief from the financial hardship they have cause me. As a matter of fact they should pay a heavy interest rate for keeping my money in their hands when they have no right. I am disgusted and sickened by what Square has become. A greedy corporation passing judgement like a god instead of a tool for small business. A service that they collect money to provide. They certainly kept their 3.5 % from the transaction I refunded out of fear of never seeing it. It seems like they work for the federal government not the businesses that pay them. I have never been judged so harshly for so little in my life and I am a previous customer. Imagine if I wasnt?

Company response to consumer: Closed with explanation