Consumer complaint received 2025-03-14 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem making or receiving payments
Company: Block, Inc.
State: FL

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX for Withholding Funds Without Justification Complaint Summary : I am filing this complaint against Square , Inc. regarding the unwarranted and arbitrary withholding of funds from a legitimate business transaction, despite my long-standing history as a merchant in good standing. Squares policies and actions have caused significant financial hardship, disrupted my ability to fulfill customer obligations, and have the potential to result in an unwarranted chargeback dispute. 

Details of the Issue : On XX/XX/year>, I invoiced XXXX of my long-term customers through Square, and they promptly paid the invoice. Typically, Square releases payments within minutes of processing ; however, more than an hour had passed, and the funds had not been deposited into my account.

Concerned about the delay, I contacted Squares customer service to inquire about the transaction status. After speaking with an initial representative who was unable to assist, I escalated my request to a supervisor named XXXX XXXX who provided no last name ) identifying herself as a XXXX with Square. 

XXXX informed me that my account had been placed under a random review and that the review process would take XXXX to XXXX hours before any funds would be released. I explained the following facts to her : My Square account is in excellent standing and has never had a single chargeback or dispute.

I processed over {$100000.00} in transactions in the past year and {$14000.00} this year through Square.

The customer who made the payment is not a new customer but rather a long-term business client who has made multiple payments through Square without issue. 
This hold is causing direct harm to my business because I can not fulfill the customer 's order without access to these funds, and the delay will likely result in the customer filing a chargeback, requesting a refund, or taking their business elsewhere. 
This hold appears unjustified and arbitrary, as there has been no suspicious activity, new customer involvement, or any factor that would reasonably trigger a financial review. 
Despite these facts, XXXX provided only a canned response that there was nothing she could do because the review process was handled by an internal Account XXXX XXXX that customer service has no ability to contact or expedite. 

XXXX XXXX XXXX XXXX XXXX : To expedite the process, I had my customer contact their bank to verify and confirm that the transaction was authorized. The bank then flagged the transaction as verified and legitimate. However, despite this additional verification, Square still refused to release my funds.

I called Square again to escalate the issue and requested to speak with a supervisor, but my request was denied, and no supervisor would take my call. This refusal to communicate is not only unprofessional but further demonstrates a lack of transparency and accountability on Squares part.

Nature of Harm Caused by Squares Actions : Squares arbitrary fund hold is causing direct and unnecessary financial harm to my business. The customer who paid for the invoice expects me to deliver the service immediately, and because Square is withholding the funds, I can not fulfill the order as promised. This situation may result in : A chargeback or refund request, which I am actively trying to avoid.

A damaged business relationship with a long-term customer.

A potential loss of revenue and credibility due to Squares unjustified delay.

Furthermore, Squares refusal to release the funds after verifying my strong merchant history and the customers transaction verification with their bank constitutes tortious interference with my business operations by unnecessarily preventing me from conducting my transactions as expected.

Company response to consumer: Closed with explanation