Consumer complaint received 2026-02-20 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: Block, Inc.
State: ID

Complaint narrative:
Transaction on 2/3- unknown savings account transfer made XXXX-contacted square support to dispute transfer. I was assured the transaction would be cancelled and funds returned to my account within 1-2 days. 
XXXX I get phone call from square to verify my identity. I do this all over the phone and they help me reset my password and secure my account to ensure no one else accesses it. Immediately following the call, I try to use my checking account debit card and can not. 
XXXX I call square when they open to find out why I can not access my checking account and also why my savings account is no longer even showing the balance I had when I called about the disputed transaction. Im told my account is under review to make sure they protect me and my funds from being accessed and assured me in 1-2 business days the review would be completed. 
XXXX I ask for update and make formal complaint that I was not notified I would be locked out of both of my checking and savings account or given the opportunity to move funds from my account. This is a business account and now is affecting incoming invoice payments, and they arent showing in either account once paid. I ask to speak with a supervisor and am told they dont take phone calls. I get an email from a merchant engagement manager saying I can reach out to her directly. I send her an email. ( No response until XX/XX/XXXX, and still no update. Just that they are working on my account. ) XXXX I call square to get update. Still advised XXXX days. 
XXXX XXXX call square for an update. Advised they are still working on my case and it was escalated on XX/XX/XXXX, so I should hear something by end of day or by atleast Monday it should be resolved and to keep checking my email. 
XXXX I still have no resolution and call square again. Im given the response that they arent showing still reviewing my account to make sure no one can access it. I express how this is affecting my companys operations and am advised they are sorry for the inconvenience but its taking a little longer to investigate. I should hear something soon. 
XXXX I get a response from the engagement manager after letting her know I need access to my funds immediately due to my grandmother XXXX in the hospital in MS and me needing to fly there. She expressed her condolences but still does not offer any update. She says she was assured my account is being worked on and will ask for an update when her contact arrives back at work. I let her know I am contacting the cfpb and my attorney today. It has now been over 16 days since I disputed the transaction. I have not had access to my funds, and no incoming funds are showing in my savings or checking accounts for the past 11 days. I have not been allowed or offered a transfer of my funds to my connected alternate bank account even with verifying my account multiple times. Im not sure why they called to have me secure my account only to lock me out of it. They havent changed the account numbers etc to offer me a new account and moved my funds, etc like a traditional bank would or offered a new debit card etc. A {$290.00} transaction is now costing me thousands in my company. I was left on a job with no access to my business funds to put gas in the company vehicle and have been unable to make my company vehicle payment, as they are holding my company funds. I can not make my payroll to myself or employees. This is unacceptable practice by Square.

Company response to consumer: Closed with explanation