Consumer complaint received 2025-12-18 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Block, Inc.
State: OH

Complaint narrative:
What happened : I am filing this complaint against SquareXXXX XXXX Square , Inc. ) because they acted as the payment processor for a fraudulent or non-performing merchant ( XXXX XXXX XXXX XXXX XXXX XXXX ) and have refused to assist in recovering my funds, despite clear evidence of merchant misconduct and insolvency. 
On XX/XX/year>, I paid {$8700.00} via XXXX XXXX XXXX for a custom door order with Gladiator Window & Door ( Invoice # XXXX ). The merchant promised a XXXX lead time. 
The merchant never delivered the product. In fact, they admitted in writing that : Their bank accounts were frozen They could not operate, manufacture, or ship products They were unable to issue any refunds They instructed customers to contact their own banks and request ACH reversals They would work out a backup refund solution if banks could not reverse the ACH They were suspending operations until further notice SquareUp continued processing their payments despite these red flags. 
When I contacted SquareXXXX earlier in the process, SquareXXXX refused to assist and told me to contact my bank. However, SquareXXXX  remains the originating payment processor, and they are in the best position to correct an improper ACH transfer or take action against a merchant engaging in deceptive or non-performing business practices. 
SquareXXXX has been notified repeatedly but has provided no assistance, even after I submitted : The merchants insolvency admission Emails where the merchant instructed me to reverse the ACH Proof of non-delivery Evidence the merchant stopped answering calls and emails Evidence the merchant is now providing contradictory stories ( we can not ship followed by we are ready to ship ) This pattern of merchant deception, non-delivery, and misuse of Squares ACH processing warrants investigation.

Why this requires CFPB review SquareXXXX continues to allow this merchant to operate through its platform despite : Multiple consumer complaints Evidence the merchant can not fulfill orders Evidence the merchant encouraged ACH reversals due to insolvency Evidence of contradictory communications meant to defeat bank disputes Evidence that Squares internal team did not evaluate the documentation SquareUps refusal to intervene is allowing an insolvent or fraudulent merchant to use their platform to take ACH payments from consumers without providing the contracted goods.

I am requesting : That SquareXXXX be required to investigate the merchant relationship, That SquareXXXX assist in returning my ACH funds, and That SquareXXXX provide a written explanation of their internal investigation and decision-making.

What resolution I am seeking A full refund of {$8700.00}, facilitated by SquareXXXX as the payment processor. 
A documented explanation of SquareXXXX review of this merchant and whether they remain compliant with Squares policies. 
Confirmation of whether SquareXXXX intends to continue processing payments for this merchant despite documented insolvency and non-delivery. 
Supporting materials available I am prepared to provide the CFPB with : All merchant emails admitting insolvency Emails where they instructed me to reverse the ACH Documentation of non-delivery My communications with SquareXXXX Phone logs of unanswered calls My bank dispute file Complaints filed with the Florida Attorney General and FDACS I request that the CFPB review SquareUps handling of this matter and their obligation to protect consumers when merchants misuse payment-processing platforms.

Company response to consumer: Closed with explanation