Consumer complaint received 2023-06-10
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: Block, Inc.

Complaint:
On XX/XX/2023 at about XXXX I received the following alert : Notice of a {$2500.00} withdrawal from your bank account Ive tried to reach out to square about this as I have a record of square taking ALL their PROCESSING FEES BEFORE the money could be sent to my account. I am very small business owner and I am being feel I am being preyed on by a big corporation like SQAURE! 

When I call to speak to representatives they kept putting me on hold and then transferred me from one department to another. I was told the matter was being escalated but I was given no case number. When I asked to be transferred to someone who could answer my questions I was told the fraud department wasnt open yet. Finally when that department became open, I called again and I was told no one in the department would be able speak with me as they only communicate via email. 

I was sent the following email : Hi XXXX, XXXX confirmed that the account XXXX XXXX XXXX  associated with XXXX is connected to your account also named XXXX XXXX XXXX. 

According to Section 15 of Squares Payment Terms, Square may cover any funds you owe us with the balance of any other Square account connected to your business. Weve exercised this right to cover your dispute-related debits from the available funds in the connected account mentioned above. 

Since your available funds in your connected account didnt cover the entire amount due, a debit was initiated to your linked bank account for the remaining amount of {$2500.00}. 

At this point, our investigation is closed. If youd like to reopen this investigation, you must reply with government-issued formation documentation that certifies the businesses associated with your two Square accounts are separate entities.

Your business formation documents may include : Documents from a government source containing EIN and business formation dates Articles of Incorporation Articles of Organization We ask that you attach any of your supporting documents in PNG, JPEG, or PDF format in a direct reply to this email. 

To help this review process move quickly, we also ask that you check to make sure your attachments are legible and can be easily read by our team. 

Ive reached out to them and saw that at XXXX EST my email was open and read where I told square that that email address did not belong to me as that was fraudulent but they never responded. I called again to rectify the issue with square but didnt get a hold of any body. If square is so certain that I owe money, why cant I speak with a manager or someone in charge? Why cant discuss this charge with someone? Why arent they asking for the receipts o have will all the charges they already took PRIOR to sending the Money to me? How much money do they have on record which would equate to this high charge? 
They said I was sent email but when I asked to resend it no one responded, why cant I get that email that was sent me about my account? When was that email sent and what was the context of that email? 

I need answer because this money my entire pay check and square already took all their money for processing PLUS additional {$2500.00}. I no longer trust square and will no longer do business at all with them! Ive downloaded all the transactions with their charges already and I am happy to supply this information upon request.

Company response to consumer: Closed with explanation