Consumer complaint received 2025-02-03 00:00:00
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.
State: DE

Complaint narrative:
XXXX : Invoice was created and sent to customer to take care of payment XXXX : At XXXX payment was processed by customer using " square '' with a ACH method. 
XXXX : At XXXX squared sent an email requesting MORE information pertaining to me and my business and requested me to upload a ton of personal documentation to support my company and business. 
XXXX : At XXXX I uploaded all required documentation pertaining to my business such EIN #, Driver License, LLC documentation, proof of communication between buyer and I, and much more into the " Square portal '' XXXX : Received and email at XXXX from Square stating that " my account was deactivated and that the decision was FINAL '' with no explanation or detail response as to why after I provided all the required documentation. It also stated my money/payment was going to be held with Square for min 90 days '' and offered an option to request a refund to my customer XXXX : I proceeded to call Square directly via phone and spoke to rep who told me she couldn't speak to me and couldn't find my account info and since I was " deactivated '' she couldn't continue the phone conversation. When asked to speak to a manager she mentioned that its not possible and disconnected the call on me XXXX : Received an email from Square at XXXX stating that my " invoice payment was paid for {$11000.00} '' from Square and on its way XXXX : Received another email from Square stating that my account now was " limited not fully deactivated as stated prior '' and that a review of things was happening and continuing XXXX : Received yet another email from Square stating and I quote " Thanks again for verifying your identity Hi XXXX XXXX XXXX Were happy to let you know that we finished our review and everything looks good. Your account is now fully restored with regular access. 

We know interruptions like this can be frustratingthanks for helping us keep you and your customers safe. 

Youre all set to get back to business. '' End of quote. Naturally this tells me that my account after their internal review stated that my account was good to go and funds should be no issue to be processed and received to me and no longer held by Square themselves. 
XXXX : Square online portal stating that my funds would be transferred on XX/XX/year> which didn't happen or take place. I figured since its a weekend I'll give it until Monday the XXXX and hopefully all will be good and processed. Monday XXXX came and nothing was completed nor was funds deposited into my account as ought to based on my account setup. 
XXXX : Called square yet again on the phone and demanded that i speak to a higher person and they refused to transfer and escalate to a manager to get more answers as to what happened here and status of my funds. Called ended with no resolution XXXX : Called Square yet again as I've gotten no where with this company and their customer service since the communications via email. Finally had someone who gave vague information and told me " my account is deactivated '' reason why I'm not going to receive my money owe to me BUT yet I received email communication from Square that their review was completed and my account in FACT was in good standing and activated. The rep seemed to be stumped and couldn't answer why I received that communication but she is seeing something different. She had no answers and the call again ended with no resolution. 
XXXX : Called Square back yet another time hoping and praying I get someone willing to assist me professionally and promptly. I got this rep on the phone who stated " I can assist you with at least processing a REFUND to the customer through the online portal '' as per their policy if one is " deactivated '' you have 120 days to process a full refund to customer in order for them to pay you a different method other than Square. Well, we were on the phone for 45min trying to process this refund and their system internally would not process this procedure and was giving me errors after errors even with them being on the phone with me to do it. They mentioned that Square would " escalate '' and give me an email back with resolution with 1-2 days. 
XXXX : 2 days went by and I received absolutely nothing back from Square pertaining to " ticket # XXXX spoke to XXXX ''. I then proceeded to call back AGAIN to Square on XX/XX/year> asking why hasn't this been resolved and why are they still holding my money XXXX and not allowing me to at min refund my customer so he can pay a different method other than the scammers of Square. The rep mentioned that she saw nothing on her end of the escalation being addressed and gave me a new " ticket # XXXX name XXXX  ''. At this point Square is giving the run around, mis guided communication, not resolving their internal issues with their systems, and no refund or money has been processed on my behalf. 

I have been impacted financially as this is how I take care of my family and livelihood and have exhausted all efforts to get this resolved. I need immediate resolution as there are tons of complaints and similar people who have been scammed by Square on forums and online. I've provided you in-depth details with time and dates as I've documented phone calls and saved all email communications. Please assist me as this is crushing to a small business owner like myself.

Company response to consumer: Closed with explanation