Consumer complaint received 2025-12-24 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: GA

Complaint narrative:
I am a XXXX  and I have been using square to receive payments for small side jobs with no issue, since about XXXX I believe. Payments have ranged anywhere from a few XXXX to a few XXXX. I just started doing bigger jobs with a general XXXX, who split the work and money with evenly. Which means I would be receiving bigger payments. My first big check ( {$23000.00} ) came in on XX/XX/year> and was processed as XXXX. It made its way through XXXX processing, and was finally cleared in my square account on XX/XX/year>. Upon clearing into my account was immediately restricted from transferring the money to my bank account. I received an email from square asking me to verify some information about my business. Documents proving my business is real, my state issued ID and bank account statements. I provided these things immediately via the square app. The following day ( XX/XX/year> ) I received a follow up email from Square saying that my account was deactivated without a clear explanation. It basically just said we cant support your business needs. The email also stated that I had to wait 90 days before I can access the money that they are currently in control of. I called square and they kept reading a script that they probably read to everyone in this type of situation. They offered to escalate the situation so that the restriction on the account can be lifted, so that I can refund the money to the issuer, but not transfer to my account. I didnt receive a confirmation email about my complaint, so I reached back out through their chat to confirm what was said to me. The person in the chat then ends up saying that there is no way for them to refund the issuer on their platform. Now Im really ticked because I feel like Im getting the run around because Im getting different answers. I call back to customer service to express my frustration and to find out what the truth is about my options. Of course they start reading their script and telling me they only know what was sent to me in the email I received and that the decision was final. Mind you i still dont know why my account was deactivated. Finally they tell me to get the issuer of the funds to go to their bank and have them reverse the XXXX and the whole issue can be fixed that way. Of course the person who paid me goes to their bank and they tell him its not possible because the funds have been fully delivered and is in the care of whoever received it. So now Im out of {$23000.00}, and Im very discouraged and concerned about getting my money back because of all the horror stories that I have read online from people in a similar predicament that I am in. This is unacceptable. I worked very hard for this money. XXXX XXXX XXXX plus dollars is a lot of money to have worked hard for and not be in control of it. This has put a damper in my XXXX as this money was to help pay some bills and some gifts for my family. I can not wait 90 days, especially with no clear reason on my my account was deactivated. The only thing I can think of is that it was large jump in comparison to what I have been paid prior. But I provided proof and an explanation as to why. And if that is the reason say that and send the money back to the issuer so they can pay me another way. I dont care that they dont want me to use their service, I just want my money to not be held. This really going to set me back. I need my funds released to me or sent back to the issuer. I will also tell anyone who owns their own business to stay clear of square. There way too many people with the same complaint. Where there is smoke there is fire. Something funny is going on here. I just want my money. It is an absolute slap in the face for someone to have worked hard and for someone to just take the money after they worked hard for it.

Company response to consumer: Closed with explanation