Consumer complaint received 2024-05-30
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Trouble accessing funds in your mobile or digital wallet — 
Company: Block, Inc. (TX)

On Tuesday XX/XX/year>, I made a descent amount of sales from my store via square. I started using them about a week ago. I opened my account, got verified, and I was able to start accepting payments immediately. My very first payment was on hold, but released after the XXXX day verification as stated. The next XXXX days my payments went through fine and my money was transferred to my balance the same day. Everything was going so smoothly. Tuesday came around, and I became busy, my transactions picked up. I earned {$2900.00} for the day. As Im patiently waiting for my funds to post to my account, I received an email from square stating Hello XXXX, Were sorry to interrupt your business, but we noticed unusual activity on your account. For security reasons, Square balances are unavailable while we make sure youre really you. You wont be able to spend, transfer, or add money until the end of our review on XX/XX/year> or until youre fully verifiedwhichever comes first. 
We want to get you back to business with your money as soon as possible, so please securely sign in to XXXX to share some basic info. It should only take about XXXX minutes. 
Sign in to XXXX and go to Settings > Account & Settings > Information Requests Open the info request and send us some basic information about your business Look out for our email responsewell get back to you within XXXX business days If you arent fully verified before XX/XX/year>, you may not be able to continue taking payments or bank your money with Square.

Why we review accounts As your card processor, were responsible for complying with Identity and Business verification laws and regulations. Making sure everyone who uses Square is doing so legitimately helps protect businesses and customers alike. This review verifies your identity as the business owner of XXXX, and we genuinely appreciate your help. 
If you have any questions or need assistance, please reach out via XXXX XXXX. Lets get you back up and running Sincerely, The Square team After I received this email I immediately uploaded my documents that they requested to all of a sudden verify me again and I answered a series of questions. I was told that they would get back with me within XXXX business days, and not even XXXX minutes later after submitting all of my documents I received the following email. 

Thanks for answering our questions. We have received your information and will review it and get back to you within XXXX business days. If you would like to add any further information that could be helpful to our review, you can do so in your Square Dashboard before we get started.

Whats next?

You can still continue to accept payments while we complete our review. However, we will continue to hold the funds in your Square account and you will not be able to transfer them or use them on Square Card. 
If we have any more questions we will reach out by email so its important to keep an eye on your inbox. 
Once we have been able to verify your information, the funds will be released and available for transfers. 
Thanks, and looking forward to getting you back up and running. 
Sincerely, The Square Secure Team Were here to protect your business so you can focus on your next sale. Learn more about Square Secure. 

Stating that they will get back with me within XXXX business days and XXXX minutes later I received this email from them Hello XXXX, Were sorry to inform you that weve deactivated your account. Based on the information you provided about your business, were not able to support your business needs right now. You wont be able to continue processing payments with Square. Unfortunately, this decision is final. 
What happens to my account balance? 
Any funds currently in your account balance will be held for a period of 90 days and released to you on XX/XX/year>. Theyll be available in your bank account within XXXX business days. Every banks policies are different, but funds are typically shown in your bank account XXXX business day after theyve been deposited. Youll receive an email as soon as weve sent your funds to your bank. 
The release date and amount available for release are subject to change if you receive additional chargebacks after this notice. If you receive chargebacks on payments unrelated to these funds, there will be additional debits from your bank account. 
Ive received payments in the past few days that havent been deposited yet. What happens to them? 
We recommend that you refund any payments back to the original payment card and ask your customer to pay you by another method ( like cash or check ). If they paid via bank transfer, your customer should initiate a return with their bank. 
Youll be able to issue refunds within 120 days of the original payment date and the full payment amount will be returned to your customer. Learn more about issuing refunds here. 
You can learn more about our policies in the Square Payment Terms. 
Sincerely, The Square Secure Team Not only did they not review my information to get me quote on quote verified, the deactivated my account and refuse to release my earnings of {$2900.00}. I reached out to customer support via email and they were absolutely no help. When I requested information for their corporate office, I never hear back from the Account Specialist. I would like to receive my earnings ASAP from my account. After thats received, I am no longer doing business with them ever again. They have no right holding on to my earnings that I worked for. If my account wasnt verified, I shouldnt have been allowed to use the account at all. This company is a complete joke! My sales for that morning and the previous day went through perfectly fine. So did the ones in question from Square.