Theft/no customer service

ComplaintsBankssquareup.com

Complaint

0
John Underhill
Country: United States
I read a few blogs about a merchant service(squareup.com)on an excusve website.  I decided to use the service and accepted over eight hundred dollars in payments through them.  The problem is they will not send the funds due to my designated business account and I have now idea how to collect my money from them.  They continue not to answer my numerous complaints and requests for assistance.  They claim to answer every request personally which is deceptive.  On my first complaint, they personally sent me a list of measures for a certain proceedure which was fruitless and had nothing to do with my complaint.  If it was not for You Tube, I would have still been stuck on the application complaint.

Comments

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  • 0
    David
    I am having a nightmare with Square they have $22,000 they have held for 42 days that was meant to be sent to me on the 9th of dec it wasn't sent no response from email or phone and I am in serious trouble without that money. I will probably be homeless and just desperate. They promised me atleast 5 times my money would be sent on the 9th I sent them 8 emails with NO response yet and just dO not know what to do. This is ruining my life.
  • 0
    Sc
    $22,000  you must be f... Crazy
  • 0
    Little Stone
    Yes, the number 415-375-3176 works, BUT you still CANNOT SPEAK to a person.  You only have the option to leave a message.  I am skeptical to use a service that does NOT visibly disclose / give a contact number to speak with a live person.  Most of the other POS service providers at least have the availability for you to speak to someone.  Their email address is NOT readily visible anywhere on their website either.
  • 0
    Tom
    I was thinking about setting up my credit card processing with these people and couldn't find a number anywhere except here. Why would any of you do business with a company that has such poor customer service? The fact they don't readily provide a phone number shows they won't take any issues you have seriously and will try to avoid your problems at all cost. I called Intuit and one other company who uses the cell phone to process credit cards. Ill try my chances with them, and post the results on this site. Do your selves a favor and use a dependable credit card company, otherwise you are going to end up losing money with this shady company. Square will eventually go out of business.
  • 0
    mdironmike1
    I would hope/this company would try to protect its rating from customers...I've been in business for 5 years no bad marks'customers write reviews all positive...you can't always satisfy everyone...but give it a 120 percent....this makes new customers scared to sign up...with all the horror stories,they have told...I own a service company...please try to help all,before your company has a bad name...there's some questions I still have,no answers...there phone beeps,no one picks up...I received my package quick...set it up...scared to use it,after all these stories.....Michael Dr.airrapprepair@Gmail.com phone is 843-384-8474...
  • 0
    LyndaCB
    So, for all you who are using Square Up or Paypal for that matter and taking in more than $500-$1,000 a month, you are paying way too much for your transactions.  This is what I do for a living and I am constantly amazed by two things:  1) how many people sign contracts that they haven't read and now find out they are stuck paying too much for their services or have to pay to break their contract if they want to save money and 2) how many are paying too much because they don't understand the pricing structures and their options.  If you want to know what your options are, then contact me.
    AdvantageCardServices@gmail.com
  • 0
    Ej
    Thanks guys I was going to use square, not now
  • 0
    Missy
    Well maybe you can help since you are so familiar with Squareup. I took an order for $69 and used a credit card with square up. I got an email saying that the funds have been transfered to my checking account (which was verified and everything) but when I check my bank my account is actually overdrafted because there are several withdraws listed from SQUAREUP! I have no idea whats going on and with them not having any customer service number listed it makes it really frustrating! I emailed them, but I am still waiting for a response back....Any ideas on what might be going on?
  • 0
    LyndaCB
    Wow, if you are doing that much, you should be shopping around.  If you use Square, you will be paying more than if you use a service that is willing to charge you Interchange Plus.  With that, you pay a monthly fee (ours is $10.45) and a small amount above the actual wholesale cost plus a transaction fee.  It's not a flat rate.  So it's a little like comparing apples to oranges.  But you will save money as long as you are working with someone who doesn't try to rip you off by forcing you to buy equipment at inflated prices or worse have you lease equipment.  I am a broker, which means I can find the right solution from among several companies.  If you want a no-hassle eval, feel free to contact me.  I have a lot of articles that I can point you to that teach you how to be an informed consumer of these services. AdvantageCardServices@gmail.com
  • 0
    Business Owner
    This is a awful company! get a real merchant service account! I dumped these guys. NO COMMUNICATION AT ALL! I have called, sent a certified letter, and NO RESPONSE! Biggest mistake ever using this company!
  • 0
    Jay
    Square is a great story.  It not only is growing extremely rapidly, but it shows you exactly how it will make real money.  A while back we did the numbers on how profitable Square was and our estimate showed that for every $1 million processed, Square got about $13,000 – $14,000 in revenues, but that was before the start-up dropped the per-transaction fee from its discount rate, which will reduce this total by at least a couple of thousand dollars. Still, Square probably gets about a cent for every dollar it processes, which is great.  http://blog.unibulmerchantservices.com/why-sq ... pes-makes-sense
  • 0
    Cris in VA
    Here is a new one for you.  I had been using square very rarely for key in payments since June for a bail bond business.  They allowed me to sign up and verified my account with the Name *** BAIL Services Corporation. We're bail bondsmen.  I sent them an email today to ask if we could have an increase in our per week key-in limit.  Shortly after, they replied that they were cancelling my account effective immediately and holding any funds not already dispersed for 45 days pending investigation.  I pressed them for an explanation and this is what I got:

    Hello ***,

    We are exercising our discretion under section 42 of the Square User Agreement to terminate your account in reference to section 6 item 19. From the date of this letter forward, you will not be able to process transactions using Square.

    Any funds currently in your account will be held for 45 days before being released.

    Our decision is final.

    Thanks,

    Apparently, a bail bond business is considered "high risk" to them. They fail to disclose that information at sign up though I signed up with a company name that included the word BAIL. Thankfully, they have already sent me my money and if I see a deduction to my account from them, I will be calling the Attorney General immediately.  Fair warning to all bail bondsmen... This company doesn't want you and won't tell you so.  Buyer BEWARE.
  • 0
    ricacostarica
    Good information. I need to consider this carefully. Everyone needs to know where their money is at all times. That processing time doesn't seem appropriate at all. I wonder what the legal requirements are for such a business? I need to investigate their corporate structure.
  • 0
    snnoopy
    Okay, but just so long as I will see my money. No, the 30 day thing was never explained to me. Thanks for letting me know though because I was freaking out. I don't really care about 30 days so long as I get my money. I would just feel better if I could talk to someone.
  • 0
    NW in Orlando
    | 1 reply
    I have done business with Square for almost a year.  This month I have had (2) very large transactions (one over $25,000 and one almost $2000).  Initially I processed them as 'unswiped' and then found out about the ridiculous hold times.  I contacted Square through their e-mail support and was told that this is their policy...blah, blah, blah.  Okay I am fine with that.  I then asked via the e-mail system, if I were to refund these transactions, and then redo them as swiped transactions would the hold be lifted.  Their response was:
    QUOTE:
    "Hello XXXXXXXXXX,

    Thanks for writing back! Hopefully I can help to explain our deposit policy more clearly.

    Businesses that swipe credit cards with Square have all their funds sent to their bank for deposit the next day. Swiped payments do not have a deposit limit no matter the transaction size. Put simply, there’s literally no limit in building a business when you swipe credit cards with Square.

    Please let me know if you have additional questions.

    Logan S.
    Square Support​
    help.squareup.com"
    END QUOTE

    So, I refunded the transactions and performed them as 'swiped' transactions.  So far it has been over a week that they have had the money.  AMEX claims the transactions have cleared their system, and after two e-mails, Square has not responded.  What's the interest on $30,000 for one week?
    • 0
      jason replies to NW in Orlando
      did you ever get your money? and if so, how long did it take?
  • 0
    Rob
    Found the following info based on their website:

    ADMINISTRATIVE CONTACT INFO

    Square, Inc.
    901 Mission St
    Suite 104
    San Francisco,  CA  94103
    Phone:      (415)-281-3976

    Enjoy!
  • 0
    taxi driver
    This is a GREAT business idea, but after 2 weeks and multiple phone calls... I'm NOT YET LINKED to may bank account... Their CUSTOMER SERVICE SUCKS !!!! I went on the website to link my account. The page is somewhat clear on the "account number" and "routing number" (later a different form appears on my secomnd try, but without any details about which numbers they are asking for... OK "i'm dumb" but that's what help pages are written for, and I can only hope I was doing it right.). First try at linking started OK:...Square deposits and withdraw 49 cents. BUT, becuase I did not "verify" the deposits/withdrawls (huh?? why not clarify what you are talking about?  ... how to link, and they do not mention a time limit to link) they soon send me an email "Account Not Verified". Which meant I missed the boat, and it is time to try again. Secend try, no mini-deposit arrives.... Come on,,,, WTF ????  
    ** HEY SQUARE: YOU ARE VALUED AT SOMEWHERE IN THE BILLION-PLUS RANGE, AND YOU ARE RUNNING A FINACIAL SERVICE BUSINESS. UNLESS YUR BUSINESS MODEL IS TO [***] ALL OF YOUR CUSTOMERS  FROM THE BEGINNING, I WHY NOT GET SOME CUSTOMER SERVICE??
    BTW - the phone number is hit and miss, and the phone tree with no humans only made me angrier at them...
  • 0
    taxi driver
    PS - The interest on the held funds is a scandal. Is that even legal? The SEC should investigate this company.... (oh, the SEC... lol )
  • 0
    Fed Up
    The run around is ridiculous. I have been waiting for a refund to process for over two weeks; even thought their website says max 7 days. Dollar amount doesn't seem to make a difference.

    Got a no-respond email acknowledging the online service request. The nothing. Foun this number 415.375.3176. I used it to finally speak to someone. They said they were going to "ping" a representative to "push" the refund through. They had no explanation for the delay.

    Tried calling today and got a message that their offices are closed for a considerable chunk of days for the holidays.

    Who regulates these people? I'm starting with the state Attorney General.
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