** May ******TO: Square Customer Support**FROM: Barbara Brown**Light and Magnify Technologies, LLC****** SW Bayshore Blvd, Ste *****Port St. Lucie FL **********-***-******Thank you for your careful consideration of my following issue. I am a small business owner in Port St. Lucie Florida. I sell assistive technology to people who are visually impaired and the agencies that serve them. Much of my sales transactions are paid by credit card. I have used Square, Inc. for several years without any difficulty. Square, Inc, **** Market Street, Suite ***, San Francisco, CA *******In January of this year I received a large contract from the Veterans Administration Hospital to serve their visually impaired patients and my sales rose dramatically. I started to receive consistent orders for $**** in devices, maybe *-* times a week. This triggered the Square algorithm to flag my account as suspicious. That was okay, it made sense. However, that is where the problems began.**Square froze my account and although they were still accepting payments, they were not depositing them into my account. Through bots, not humans, I was asked to fill out a form on my account page which was quite extensive. They asked for three months of bank statements, the nature of my business, copies of contracts, a link to my bank account among many other things. All of this without any explanation of why. I was unable to link my bank account because they only allowed a personal account link and I have a business account. Also, since my business was with the US Government I could not provide copies of contracts because they are confidential.**I tried to reach someone in customer service and it is the worst customer service program I have ever encountered. They do not let you call them without a “customer code” that you have to get by logging on to your account. But when I log onto my account they tell me it is frozen and I cannot access it. When I contact them online it is a robot with canned questions, none of which pertain to my situation and then they tell me to contact customer support by phone and I get in the same dead-end loop. Or if I contact them by email they say the same thing. Please call us using your customer code. Consequently I have been unable to speak to a human. *I did, in the early stages reach someone helpful and my case was referred to account services. I received an email saying that my account had been reviewed and my funds were released and I would receive them within * days. That was April **. (copy of email attached) It is now May ** and they still have not deposited any of my funds into my account. They are currently holding $**,***.** of my money and will not release it and I can no longer contact anyone in customer support because they say my “case has been closed”.**I have called and lodged complaints with the Better Business Bureau, the FTC, the Consumer Financial Protection Bureau, all to no avail. I looked online and there are many dozens of negative reviews about Square, complaining of the same problem. I wrote to the San Francisco Chronicle business division and wrote to the CEO of the company (Jack Dorsey, *****@***.com), all with no response.**My business is failing because of this lack of cash flow which results in my inability to pay my debts, I have spent countless hours on the phone and computer trying to resolve this issue, each of which has cost me time and money away from my clients, and the frustration has begun to affect my health.**Please counsel me on what I can do or you can do for me to have my money released into my account. I am at my wits end.**Here is the copy of the email I received from them:**Square Account Services ******@***.com****Mon, Apr **, **:** PM** * *to me* *** *Images are not displayed. Display images below - Always display images from *****@***.com* *****Hello Barbara,*We’re happy to report that after reviewing your Square account, we’ve returned your account to active status and resumed regular deposits to your linked bank account. Thank you for your patience and cooperation throughout this process. We understand it can be a frustrating experience and apologize for any inconvenience it may have caused.*Depending on your bank’s policies, you should see your remaining Square balance in your linked bank account in one to two business days. If you have any questions about Square’s deposit schedule, please read this Support Center article.**We value the security of your Square account, and the verification process helps us keep your account safe. Please note that you won’t have to go through this process after every transaction.*Sincerely,*Square Account Services**** **** SQUARE, INC.****** MARKET STREET, SUITE ***, SAN FRANCISCO, CA *******Sincerely,*Barbara Brown, COMT*Light and Magnify Technologies****-***-**** cell, ***-***-**** fax*L*****@***.com
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