Consumer complaint received 2025-11-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Can't stop withdrawals from your account
Company: Block, Inc.
State: UT

Complaint narrative:
On XX/XX/year>, I revoked authorization for XXXX  XXXX to debit my Square Checking account and notified Square. Under Regulation E ( 12 C.F.R. 1005.10 ( c ) ), Square was required to block further ACH withdrawals. 

On XX/XX/XXXX, I called Square and spoke with a representative named XXXX. This call is recorded and date-stamped. She told me Square can not block ACH transfers and is only a payment processor. This is incorrect because Square Financial Services is the bank holding my account. That call generated Square Case ID ref :XXXX XXXXXXXXXXXX XXXXXXXX : ref. 

On XX/XX/XXXX, I sent Square a written notice explaining that the ACH authorization was revoked and that any further debits must be blocked and returned as unauthorized. Square did not take any action. 

On XX/XX/XXXX, Square responded again through the same case thread ( XXXX ID ref XXXX XXXXXXXXXXXX XXXXXXXX : ref ) but ignored my revocation and did not block future XXXX debits. 

On XX/XX/XXXX, I received another reply from XXXX representative XXXX ( Case ID ref :XXXX XXXX XXXXXXXX : ref ). I also have a recorded call with him. He misclassified my revocation as a dispute, tried to send me a fraud form, and still did not stop the XXXX XXXX debits. 

Despite revocation and repeated written and verbal notices, Square continued processing XXXX XXXX withdrawals for several months. Because my account sometimes had a low balance, Square allowed XXXX XXXX to take partial withdrawals each time instead of blocking them. These partial withdrawals were deducted as : XX/XX/XXXX {$2.00} XX/XX/XXXX {$2.00} XX/XX/XXXX {$110.00} XX/XX/XXXX {$73.00} XX/XX/XXXX {$9.00} XX/XX/XXXX {$9.00} XX/XX/XXXX {$5.00} XX/XX/XXXX {$5.00} XX/XX/XXXX {$20.00} Total taken after revocation : {$240.00}. 

A major issue is that Squares official monthly statements do not show these withdrawals at all, even though the Square live transaction ledger clearly shows each XXXX. Because Squares statements hide these transactions, I requested that XXXX provide : A complete list of ACH withdrawals after XX/XX/XXXX Written confirmation of the revocation The trace numbers A Regulation E investigation and written determination An explanation for the discrepancy between the statements and the live ledger A refund of the unauthorized debits I did not receive any of this information. 

On XX/XX/year>, I sent a full written legal demand to Squares legal department and to CT Corporation ( their listed legal contact ). Square never responded and did not conduct a required investigation under 12 C.F.R. 1005.11.

To date, Square has : Failed to honor my revocation Continued processing unauthorized debits Allowed multiple partial balance sweeps Failed to block further ACH entries Failed to investigate my dispute Failed to provide any written determination Failed to provide trace numbers Failed to correct the inaccurate statements Ignored a formal legal notice Maintained internal case numbers showing they were aware of the issue the entire time I am requesting CFPB assistance to obtain : A full refund of the unauthorized {$240.00} A proper Regulation E investigation and written determination Correction of my account history Confirmation that all future debits from XXXX XXXX  are permanently blocked. 

Attachment XXXX XX/XX/year> Revocation Notice Written notification revoking authorization for all XXXX XXXX  ACH debits, establishing the start of the Regulation E obligations. 

Attachment XXXX XX/XX/year> Email From Square Representative ( XXXX ) Acknowledges my contact, contains incorrect statement that Square can not block ACH debits.

Square Case ID : ref XXXX XXXX XXXXXXXX : ref. 

Attachment XXXX Audio Recording Summary : XX/XX/XXXX Call With XXXX Recorded call confirming Square received the revocation and refused to block ACH transfers. 
( Attach summary if audio can not be uploaded. ) Attachment XXXX XX/XX/year> Written Legal Notice Explains Squares Regulation E obligations and references XXXX XXXX. 
Square did not take required action. 

Attachment XXXX XX/XX/year> Email From Square ( XXXX ) Provides no investigation or determination. 
Square Case ID : ref XXXX XXXX XXXXXXXX : ref. 

Attachment XXXX XX/XX/year> Email From Square ( XXXX ) Misclassifies the revocation as a dispute, instructs me to complete an improper fraud form.

Square Case ID : ref XXXX XXXX XXXXXXXX : ref. 

Attachment XXXX Audio Recording Summary : XXXX Call With XXXX Recorded call showing Squares continuing refusal to block ACH debits or perform a Regulation E investigation. 

Attachment XXXX XX/XX/year> Legal Demand to Square Legal Full written legal demand sent to Square Legal and CT Corporation. 
No response provided. 

Attachment XXXX Square Checking Statements ( XXXX XXXX  ) Monthly statements that do not show any of the XXXX  XXXX withdrawals that were actually deducted. 
Used to demonstrate the discrepancy between statements and the internal ledger. 

Attachment XXXX Consolidated Ledger Screenshot Sheet ( All Unauthorized Withdrawals ) Single-page screenshot set showing all XXXX unauthorized XXXX XXXX withdrawals processed after revocation, totaling {$240.00}. 
This is the controlling transaction record under Regulation E ( 12 C.F.R. 1005.2 ( m ) ). 

Attachment XXXX Forensic Accounting Summary Table documenting dates, amounts withdrawn, and attempted ACH amounts. 
Total unauthorized debits : {$240.00}.

Company response to consumer: Closed with explanation