Consumer complaint received 2026-01-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: Block, Inc.
State: TX

Complaint narrative:
We are filing this complaint because SQUARE INC has failed to provide any updates, communication regarding a dispute with XXXX XXXX XXXX, or resolution regarding a dispute initiated by one of their cardholders against our business, XXXX XXXX XXXX. The card dispute has been open since XX/XX/XXXX, and XXXX XXXX has withdrawn {$6300.00} of our funds from SQUARE INC for nearly three months without providing the required status updates or a decision. XXXX XXXX informed us it would take up to 50 business days. It has ben 64 business days.

This delay is causing financial harm to our small business and is preventing us from preparing properly for an active court case involving the same customer. 
Merchant Processor : Square , Inc. 
Bank Involved : XXXX XXXX Disputed Amount : {$6300.00} Dispute Date : XX/XX/XXXX Decision Date : XX/XX/XXXX XXXX given by XXXX XXXX Case in Court Detailed Timeline XX/XX/XXXX Dispute Initiated The XXXX XXXX cardholder filed a dispute claiming that our services were not as described.

This claim is false, and we have documentation proving the services were completed exactly as agreed. 
XX/XX/XXXX Merchant Response Submitted via Square , Inc. ( our payment processor ) submitted our full response package to XXXX XXXX, including : - Signed service agreements- Before/after photos- Invoices - Text message communication - Proof of completed work - Proof that the customer approved the work - Proof that the customer received the services Square confirmed that all documents were successfully delivered to XXXX XXXX on XX/XX/XXXX. 
XXXX XXXX Review Deadline : XX/XX/XXXX XXXX XXXX informed Square that they would provide a decision no later than XX/XX/XXXX. 
Todays Date : XX/XX/XXXX As of today : - We have not received a single update from SQUARE INC or XXXX XXXX - No status has been provided - No communication has been sent to us from SQUARE INC or XXXX XXXX - Our funds remain with their client - We have no information on whether XXXX XXXX is reviewing the case at all We are concerned that XXXX XXXX will miss their own deadline and continue to hold our funds indefinitely. As they informed us to allow them 50 business days for an update and it has surpassed the time given. XXXX XXXX also placed a date on us 3 months out for them to decide what they would like to do which is what SQUARE INC informed us XXXX XXXX informed them, either release the funds back or allow their client to keep the fraudulent funds. 

Financial Harm XXXX XXXX is holding {$6300.00}, which is a significant amount for a small business. All communication has only been through Square Inc to XXXX XXXX. No update has been given to us. 
This delay has : - Interrupted our cash flow - Prevented us from paying vendors - Caused operational strain - Created uncertainty during an active legal case Legal Case Connected to This Dispute SQUARE INCs failure to provide a timely update is interfering with our ability to prepare for this court case, as the dispute outcome directly affects the evidence and financial records involved.

Company response to consumer: Closed with explanation