Consumer complaint received 2025-11-25 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account — 
Company: Block, Inc.
State: MD

Complaint narrative:
Issue : Square ( Block, Inc. ) terminated my merchant account without explanation, refuses transparency, and provides misleading communications.

Company : Square ( Block, Inc. ) Product : Payment processing Problem Type : Account closure / adverse action without reasonable explanation Your desired resolution : A clear explanation of the alleged violation, identification of any flagged transactions, and a fair review process. 

Complaint Narrative : I am filing this complaint because Square ( Block, Inc. ) terminated my merchant processing account without providing any specific reasoning, has refused all requests for clarification, and has repeatedly issued misleading and inaccurate communications. 

I am an active law enforcement officer and the owner of a small business, XXXX XXXX XXXX XXXX, which sells non-lethal duty gear such as belts, pouches, medical kits, and law-enforcement accessories. My business does not sell firearms, ammunition, firearm parts, or any items that attach to or operate a firearm. 

On XX/XX/year>, Square informed me that my account would be deactivated due to an alleged violation of Section 3 of their Terms of Service. The email cited firearms or weapons as a prohibited category, despite the fact that I do not sell any such products. 

Since receiving that notice, I have emailed Square multiple times and requested : Identification of any specific product, transaction, customer, or business activity that Square believes violates their Terms of Service.

A clarification of whether Square is asserting that I sell firearms or weapon components.

A phone call with a Compliance Manager, Risk Supervisor, or any representative capable of explaining the decision.

Square has refused to answer any of these questions. Instead, I receive repeated canned, generic responses that do not address any of my inquiries. Several Square representatives have even sent messages stating, It was a pleasure to talk with you, despite the fact that no phone call has ever occurred. These statements appear to be preset responses and are misleading.

Square continues to repeat that the decision is final but refuses to explain what conduct they believe occurred. They will not provide a single example of wrongdoing. They also refuse to provide an opportunity for a live discussion.

This conduct raises concerns under UDAAP ( Unfair, Deceptive, or Abusive Acts or Practices ), including : Failure to provide reasonable notice of adverse action Arbitrary and unexplained account termination Misrepresentation in customer communications Lack of transparency regarding alleged policy violations Denial of a meaningful opportunity to dispute or correct the issue Squares refusal to identify any specific violation prevents me from understanding what, if anything, was wrong and prevents any attempt at correction or resolution.

I am requesting that the CFPB require Square to : Provide the specific basis for their termination decision Identify the exact product, transaction, or business activity they believe violated their Terms Explain why they repeatedly referenced phone conversations that never occurred Address why they denied all opportunities for a live review or supervisor contact This lack of transparency and refusal to provide a reasonable explanation has materially harmed my business and is inconsistent with what should be expected from a financial services provider. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation