Consumer complaint received 2024-11-18 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Block, Inc.
State: GA

Complaint narrative:
Subject : Complaint Regarding Squares Mishandling of Payment Dispute Business Name : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Summary of the Complaint I am filing this complaint against Square , Inc. for mishandling a payment dispute, resulting in financial harm to my small business. Squares dispute resolution process failed to provide a fair opportunity for me to present evidence of a refund, and its practices may violate federal laws, including the Electronic Fund Transfer Act ( EFTA ), the Fair Credit Billing Act ( FCBA ), and the Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) provisions under the Dodd-Frank Act. 

Detailed Description of the Issue XXXX. Background Service Provided : Tree removal services contracted by the client, XXXX XXXX, for a property located on XXXX XXXX. Payment Processed : On XX/XX/year>, the client paid {$1000.00} via Square using a credit card linked to my XXXX business account. Refund Issued : Due to the clients refusal to secure required equipment, the job could not be completed. I refunded {$1000.00} ( the total received after Squares {$31.00} transaction fee ) directly through XXXX. 

XXXX. The Dispute On XX/XX/year>, the client disputed the full {$1000.00} payment with their bank, claiming services were not rendered. Despite having already refunded {$1000.00}, Square processed the dispute and deducted the full {$1000.00} from my account. I reached out to Square for guidance on submitting evidence of the refund. However, Square delayed their response, and by the time they replied, the deadline to submit documentation had passed. Square notified me on XX/XX/year>, that no further evidence could be submitted, resulting in the client receiving a duplicate refund of {$1000.00}. Applicable Laws and Violations 1. Electronic Fund Transfer Act ( EFTA ) - 15 U.S.C. 1693 et seq. Square failed to ensure a fair and transparent process for resolving disputes as required under the EFTA. Their delayed communication and lack of procedural safeguards denied me the ability to present evidence of the refund. 2. Fair Credit Billing Act ( FCBA ) - 15 U.S.C. 1666 et seq. Square did not meet the FCBAs standards for investigating and resolving disputes fairly. The deduction of {$1000.00} from my account, despite evidence of a prior refund, demonstrates a failure to comply with the FCBA.

3. Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) Squares actions are unfair under UDAAP provisions of the Dodd-Frank Act because their failure to account for my refund resulted in financial harm. Squares delayed response and rigid dispute process deprived me of my rights to a fair resolution. 

4. Breach of Good Faith and Fair Dealing As a payment processor, Square has an obligation to act in good faith. Their refusal to allow me to submit evidence of the refund breached this duty and caused financial harm to my business.

Supporting Evidence Provided 1. Communication logs with the client, confirming their acknowledgment of the {$1000.00} refund. 
XXXX. Refund transaction record showing the refund issued through XXXX. 
XXXX. Squares notification of the dispute and subsequent communication denying evidence submission due to missed deadlines caused by their delay. 
XXXX. Documentation of Squares processing fees and dispute resolution policies.

Company response to consumer: Closed with explanation