Consumer complaint received 2025-07-14 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Other transaction problem — 
Company: Block, Inc.
State: NY

Complaint narrative:
I received an email from sware requesting for the last XXXX invoices of the transactions on the system. A few basic questions about my clients and what cards they usually use. I answered all of them and gave them and XXXX  months worth of statements. 
First email requesting information : square logo Thanks for answering our questions. We have received your information and will review it and get back to you within XXXX business days. If you would like to add any further information that could be helpful to our review, you can do so in your XXXX XXXX before we get started. 

Whats next? 

You can still continue to accept payments while we complete our review. However, we will continue to hold the funds in your XXXX account and you will not be able to transfer them or use them on XXXX XXXX. 

If we have any more questions we will reach out by email so its important to keep an eye on your inbox. 

Once we have been able to verify your information, the funds will be released and available for transfers. 

Thanks, and looking forward to getting you back up and running. 

Sincerely, The Square XXXX  Team Were here to protect your business so you can focus on your next sale. Learn more about XXXX XXXX. 

square logo XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX Today i received an email that my account has been deactivated. the exact email is the following : XXXX XXXX, Were sorry to inform you that weve deactivated your account. Based on the information you provided about your business, were not able to support your business needs right now. You wont be able to continue processing payments with XXXX. Unfortunately, this decision is final. 
What happens to my account balance? 
Any funds currently in your account balance will be held for a period of XXXX days and released to you on XX/XX/year>. XXXX be available in your bank account within XXXX business days. Every banks policies are different, but funds are typically shown in your bank account XXXX business day after theyve been deposited. Youll receive an email as soon as weve sent your funds to your bank. 
The release date and amount available for release are subject to change if you receive additional chargebacks after this notice. If you receive chargebacks on payments unrelated to these funds, there will be additional debits from your bank account. 
Ive received payments in the past few days that havent been deposited yet. What happens to them? 
We recommend that you refund any payments back to the original payment card and ask your customer to pay you by another method ( like cash or check ). If they paid via bank transfer, your customer should initiate a return with their bank. 
Youll be able to issue refunds within XXXX  days of the original payment date and the full payment amount will be returned to your customer. Learn more about issuing refunds here. 
You can learn more about our policies in the Square Payment Terms. 
Sincerely, The Square XXXX  Team XXXX XXXX XXXX, XXXX XXXX XXXX, CA XXXX

Company response to consumer: Closed with explanation