Consumer complaint received 2026-06-08 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: MI

Complaint narrative:
I would like to start off with My business legal name is XXXX XXXX XXXX however I also Doing Business As XXXX XXXX XXXX for customers to make it easier. Now My account was newer on XX/XX/XXXX my account was flagged and put on hold. On XX/XX/year>, my Square account was successfully verified after I provided the requested documentation. On XX/XX/XXXX I went to transfer my money out and it was flagged again. I was advised XXXX days wait again for a response the next day XX/XX/year>, I was advised my account will be closed with no explanation. Also my funds were placed on hold. I immediately submitted an appeal on XX/XX/XXXX I was given 14 days to file I filed immediately. I also provided additional documentation, including identification documents, business registration records, XXXX documentation, all which where provided already also I keep track of transactions. I maintain contracts, invoices, receipts, payment records, and supporting documentation for my business operations. and I also attached a signed service agreement, that all my customers sign prior to service and a customer wanted to provide a statement since when I told her what happened she was not happy that she payed for services and she is paying her card yet square holds the funds. Square immediately took there processing fee out. The customer responsible for the majority of the transactions confirmed that the payments were authorized, services were received, and there is no dispute regarding the charges. My customers I allow to make payment agreements. I do everything correctly and provide great service. I was initially advised that my appeal would be reviewed within XXXX business days. I was later advised that the review would be completed by XX/XX/year>, and then subsequently advised that the review period would extend through XX/XX/year>. Throughout this process, I received inconsistent information regarding both the appeal timeline and the status of my funds. On XX/XX/year>, I was informed that my funds are scheduled to remain on hold until XX/XX/year>. Despite appeal despite different stories despite an appeal square still deactivated my account so Im not sure what the point of the appeal was. This was particularly concerning because I had previously been led to believe that if my appeal were successful, my funds could be released as soon as the appeal process finished. I have now been advised that the funds may remain held regardless of the appeal outcome. I have repeatedly requested an explanation regarding why my funds continue to be withheld. I have provided everything and anything necessary and I complied however this is ridiculous. I requested the reason for the account deactivation, the reason my funds are being held, and the status of my appeal. Square informed me that it could not provide additional details regarding the deactivation. I was advised that my funds are scheduled to be held until XX/XX/year>, despite the documentation provided and the absence of any customer dispute. Despite providing everything and running my business correctly, Square has declined to provide a specific reason for the deactivation and withholding of funds, stating that it can not disclose additional details due to obligations with card networks and financial institutions. However, those same financial institutions still expect my customers to pay the charges associated with these transactions. My customers remain responsible for paying their credit card bills, while I am being denied access to the funds from the completed and authorized transactions. I am requesting a review of Squares decision to withhold funds and its refusal to provide a specific explanation for the account deactivation. It is difficult to understand how withholding funds from legitimate customer-authorized transactions protects the same cardholders who have already confirmed the payments, received the services, and remain responsible for the charges on their accounts. Also Adding to the confusion, Square continues to send emails to my business email assigned promoting account features, debit card services, for me to activate my debit card yet it cant be because of square blocking my transfer to all mobile banking and access to funds while simultaneously advising that my account is deactivated and my funds are unavailable. These communications have made it difficult to understand the actual status of my account and the appeal process and how square actually operates. Also why is square still running a subscription on my account yet XXXX cant use it.

Company response to consumer: Closed with explanation