Consumer complaint received 2025-04-13 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: WA

Complaint narrative:
square inc, a point of sale app, gave me hardware, an account i could to take credit card payment with. after opening that, they semt me info that i have a square checking account and issued me a XXXX XXXX XXXX with my signature on the front. I have used the service four or five times. Of those uses the first transaction the funds were withheld for over a week, I tried to refund them. The refund was not successful. The second transaction funds were held for several days. The third transaction was no issue the fourth transaction, this last one, they have asked for excessive information to verify my account. The original request was for an ID verification in which I sent two pictures of my drivers license front and back, and my phone was used as a barcode scanner to read the back of license, as well as I took out an immediate selfie to go with the picture I later received a notice saying that that was not successful. They need more information. They requested a large amount of personal information. They want my bank statements my invoices those contain private and potentially proprietary information. This is essentially a bank account asking for information about another bank account as well as actual contractual information, personal and possibly customer information as stated in the invoice. at thus time, there is no information available, on the app, I have an email saying there is or should be a request for more information from them, they can be found via notifications and it's not. There's instructions that say consider refunding to the customer and asking for another form of payment. This is the real stickler if I had taken a payment from a customer and released goods and services because of the nature of square and that they take payments on smart phones, it's highly unlikely I may be able to get in touch with some of those customers, so how can I refund the payment and not take a loss? One of the customer doesn't have another form of payment? What if the customer is not wholly trustworthy and they try to use this as a way to subvert payment when ordering possession of goods or services square arbitrary took this action and is created an undue hardship for me. They asked for information about my business about my other bank accounts about my customers about my invoices, and they're withholding funds. There was no obvious requirement to provide this information, yet they suddenly need this now and a frozen my funds. I use them in good faith to collect funds. They are not acting in good faith by making those funds available. I have called several times to Square and spoken square support several times, including requesting a supervisor, and I was told supervisors are not available. They can only be requested via an agent via their email and they may or may not respond or choose to take your call at that time. At the most I received a message they created a request for a supervisor to contact me and they told me that could be 1 to 3 business days. At this time, I've not still had any contact with Square or they've been forthcoming with any information or decision process. I would also like to state on the original call the reason I was given for account review was that they periodically go through these accounts, then I was later told on that call but sometimes it's the credit card company that I'm doing business with as requested the information so I was given both of those answers as why my account is under review. Neither of those answers would require my personal banking information or my customers information or my written invoices as contracts square is playing fast and loose and taking many liberties at my expense. I can't be the first person they've done this to .in this economy. This undue hardship should be treated as excessively criminal.

i'm attach additional files at this time, screenshots that are time and dated showing no additional information requested that my account is under review, that I have a XXXX balance, and then I have a transaction for {$2500.00} that they've collected the money on, I will give you screenshots of this transaction that should have time and date on it, and I will. I am attaching the email and screenshot form that they sent.

Company response to consumer: Closed with explanation