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Square Review

  • Credit Card Processors
  • November 24, 2020
  • 2156 User Reviews
Phillip Parker
By Phillip Parker
Phillip Parker

I was tired of watching unethical merchant services companies take advantage of unsuspecting business owners, so I built this website and wrote hundreds of reviews to expose their shady business practices. I've since appeared in INC Magazine, The Atlantic, The Los Angeles Times, Detroit Free Press, Computer World Magazine, and several others. Contact me if you want help getting their hands out of your pockets.

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Square Overview

FTC & Advertising Disclosure

We take great pride in providing one of the only objective an unbiased merchant account review websites on the internet. To support this enormous responsibility we earn some of our revenue through affiliate fees and advertising. These revenues in no way influence our ratings or reviews. Learn more about our monetization policies here. 

Rating

 3.5/5
square credit card processing logo
Website
(855) 351-2274

Most Recent Comment

  • AMM: says:
    January 13, 2021
    "Square allowed a customer to charge back $700 a month after service render. The customer Gregory Jackson a REal estate broker in cobb county ..." Read More
    Reply Leave Your Own Comment
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Rating:
 3.5/5
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View Rates & Fees
(855) 351-2274

Most Recent Comment

  • AMM: says:
    January 13, 2021
    "Square allowed a customer to charge back $700 a month after service render. The customer Gregory Jackson a REal estate broker in cobb county ..." Read More
    Reply Leave Your Own Comment
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Square’s Customer Service Support Number:

This is the only number (855-700-6000) we have located for Square’s customer support number. Please do not call any other numbers listed on this page. They cannot assist you with anything related to Square’s products and services.

Focusing on Square for Small Business Owners

Unlike most Square (squareup.com) reviews, this review primarily covers the topics that matter to most merchants and small business owners rather than Square’s technology. Square is often called “Square up” or “Squareup” because of the domain that Square uses for its website; however, the official name for this company is “Square.” For the purposes of this review, the two names will be used interchangeably.

Is Square Holding Your Funds Right Now?

Thousands of merchants have had their payments frozen by Square. If you’re one of them, then you might find these resources helpful:

  • How to Contact Square
  • How To Avoid Fund Holds With Square
  • How To Make Square Release Your Money

Started by the Twitter Guy

Founded in February of 2009 by Jack Dorsey, who is also the founder of Twitter, Square has grown into a large, publicly-owned company (NYSE: SQ) in a very small amount of time and spawned tons of competitors. Much of the company’s success can be attributed to the fact that Square has ingeniously broken the mold of mobile credit card processing by removing the traditional barriers that restricted processing services to actual businesses, thereby bringing credit card acceptance to the individual, or essentially anyone and everyone.

Quick Sign-up and Intuitive Design

Signing up for the company’s payment processing service is simple: iPhone, iPad, and Android users simply acquire a square card reader, fill out a quick online form, and download the Square app. They can also purchase the reader at several nationwide retailers. The Square credit card readers plug into the headphone jack (aka Square swiper), charging port, or can connect via Bluetooth to a contactless card reader thereby turning it into a mobile credit card machine. In fact, Square’s model has been so successful that it has inspired numerous Square competitors both from big-name competitors and fledgling startups.

Other Square Services

Since the launch of its card reader and mobile app, Square has rolled out several other payment services for both business and personal use.

Square RegisterSquare Register is a point-of-sale (POS) device that is intended as an all-in-one payment terminal for retail businesses. The product, which can be purchased for $999 upfront or $49 per month for 24 months, also comes with a lower Square transaction fee. Users can also purchase the older “Square Stand” which acts as an iPad mount and card reader in one unit.

Square TerminalSquare Terminal is a wireless point-of-sale (POS) device that is designed to replace your conventional countertop credit card terminal. Square Terminal costs $399 upfront or $37 per month for 12 months and comes with a swiped fee of 2.6% plus $0.10. It can accept EMV and NFC payments and has a built-in printer.

Shopping cart with a mouseSquare Online Store is an online store directory for Square merchants. Merchants with an existing Square account can create an online profile for their store within the Square marketplace for free. They may then sell their products through their Square online store for 2.9% plus $0.30 per transaction.

Square for Retail Logo

Square for Retail is a point-of-sale system specifically designed for brick-and-mortar retailers. The service is similar to Square Register but includes a revamped checkout process as well as additional features such as enhanced inventory management, employee accounts, cost of goods sold, purchase orders, vendor lists, and more.

Square CashSquare Cash is a direct peer-to-peer cash transfer service that is linked to a user’s debit card. Square Cash sends payments via email and smartphone and allows for free transfers of funds between users. The service is not targeted at business owners, but they may use it to make payments outside of a business setting.

merchant cash advanceSquare Capital is a merchant cash advance program that can be activated from the dashboard in the Square Register. Square Capital allows merchants to receive a large upfront cash amount and then pay that total back to Square over time with a fixed percentage of their daily credit card sales.

Additional Square Offerings

Square has also recently launched a virtual terminal, an order-ahead app called Square Order, an online invoicing feature called Square Invoices, an online scheduler called Square Appointments, and an offline processing mode that enables merchants to capture payments even when their internet is down.

Square Review Table of Contents

  • Costs & Contract: Square charges only 2.75% per swiped transaction or 3.15% per keyed-in transaction with no monthly fees, annual fees, or long-term contracts and offers lower rates to users based on their business type or the proprietary hardware they use to host the payment processing platform.
  • Complaints & Service: Square has received more than 2,300 public complaints and offers only limited phone support.
  • BBB Rating: Square has an “A+” rating with the Better Business Bureau and has received 4,679 complaints and 399 reviews in the past 3 years.
  • Sales & Marketing: Square is extremely transparent about its simple pricing model, but merchants may not receive proper advance warning during the signup process that they are at risk of having their funds held.
  • Rates & Fees: How Merchants Got The Best Rates With Square

Related Post: Square Alternatives for Android Devices

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Square Rates, Fees, and Costs

Square Rates, Fees, and Costs

Cost Summary

Swiped Rate 2.60% + $0.10
Keyed-in Rate 3.5% + $0.15
Square Terminal Rate 2.60% + $0.10
Square for Restaurants Rate 2.60% + $0.10
Square for Retail Rate 2.50% + $0.10
Square Register Rate 2.50% + $0.10
Square Online Store 2.90% + $0.30
Early Termination Fee $0
Monthly Minimum $0
Instant Deposit 1%

Square’s Fees are Simple

One of the most appealing aspects of Square is that, unlike traditional credit card processors, Square credit card processing has only one fee: a per-transaction processing fee. The company does not charge any other fees that are typical of credit card processing, such as activation fees, monthly fees, gateway fees, PCI Compliance fees, downgrade fees, and early termination fees. Square has no additional monthly fees whatsoever as well as no monthly minimum processing fees or requirements.

Fees for Square Reader and Square Stand

Square used to offer a very competitively priced magnetic stripe card reader, but following the switch to chip cards in the U.S., users are encouraged to purchase the new chip card reader at a still-low cost of only $49. The company offers a single processing fee option for all merchants using Square Reader or Square Stand, it’s two flagship pieces of hardware: a flat rate of 2.60% plus $0.10 for swiped transactions and 3.5% + $0.15 for keyed-in transactions. Alternatively, the company provides other rates for merchants from businesses in different industries. Square for Restaurant’s rate is also 2.60% plus $0.10 while Square for Retail charges 2.5% plus $0.10. Invoice payments are processed at a rate of 2.75%. The company allows merchants to deposit into their bank accounts on the next day for free or instantly for 1% of the amount being transferred.

Square formerly offered a plan that included a flat monthly fee of $275 and 0% on swiped transactions up to $250,000 in processing per year, but this plan was discontinued as of February 2014.

Square Register Costs and Fees

The revamped Square Register that Square launched in October 2017 comes with a lower per-transaction rate of 2.5% plus $0.10. In order to receive this lower rate, merchants need to purchase the Square Register itself for either $799 upfront or 24 payments of $39. It will take a long time before the savings most merchants experience on a per-transaction basis will offset the cost of the equipment, so merchants should be sure that they have a need for the Square Register hardware before buying it.

Square Terminal Costs and Fees

Merchants can buy Square Terminal outright for $399 or pay 12 monthly installments of $37. Square also offers a $300 statement credit for new Square users, which is intended to bring the effective cost of the terminal down to $99. Transactions processed through Square Terminal are cheaper than normal Square transactions but more expensive than Square Register transactions, coming in at 2.6% plus $0.10. Manually entered credit card payments will be charged Square’s keyed-in rate of 3.5% plus $0.15.

Virtual Terminal and Payment Gateway Pricing

In addition to its storefront payment processing services, the company also dedicates a portion of its website that advertises its virtual terminal and payment gateway services, the Square Online Store. Merchants making transactions through this e-commerce portal are charged a flat fee of 2.90% plus $0.30.

How Square’s Fees Compare

Although the company’s standard transaction rate is higher than the “Qualified” and debit rates of most traditional merchant accounts, it is comparable to the “Mid-Qualified” and “Non-Qualified” downgrade surcharges that about 80% of most transactions experience with a traditional merchant account anyway. The 2.75% rate is, however, much more expensive than a competitive Interchange Pass-through rate pricing plan.

Some Things You Need to Watch Out For

Square does not verify the credit history of its customers prior to approving an account, so it sets a few limitations to avoid potential losses to fraud.

Square states that there is no limit to the amount of money that can be accepted per transaction or per month through its service – which is only partially true. Instead of setting processing limitations and denying transactions once a user reaches a limit (a tactic used by most other providers), the company relies on other methods to mitigate potential losses due to fraud. These methods allow merchants to accept an “unlimited” single transaction amount as well as “unlimited” monthly sales volumes, but with a catch.

Square’s Policies on Holding Your Money

Until November 2013, Square placed holds on funds of card-not-present sales for 30 days if more than $2,002 was charged within any rolling seven-day period. This meant that if a merchant keyed in $2,100 in sales within a seven-day period (either in a single transaction or in multiple transactions), the extra $98 ($2,100 – $2,002 = $98) would be held by Square for 30 days. This policy generated a lot of confusion among users because Square did not provide any warning before the $2,002 limit was reached. Square now claims that merchants can process transactions of any type and any size without having to worry about a processing limit, but this claim is not entirely accurate.

Related: How to Stop Square From Holding Your Money

Square’s Fraud Triggers Can Be Scary

The primary tactic Square currently uses to limit fraud is much less transparent than its previous rolling reserve policy and is the reason for the company’s low score in this section. Square appears to rely on undisclosed algorithmic “risk factors” to place automatic holds on transactions that it deems suspicious. The system appears to flag a high number of legitimate transactions and can cause serious problems for some merchants. Numerous complaints have surfaced stating that Square has randomly and without explanation, or notification, placed lengthy holds (exceeding 30 days) on their funds—even those that were swiped in-person. When a transaction is flagged, Square will either contact the merchant to obtain additional information about the merchant or the transaction, or it will simply deactivate the merchant’s account.

More Transparency Needed For Risky Transactions

This protocol allows Square to publicly claim that it does not hold its merchants’ funds because the withheld funds technically belong to “deactivated” Square merchants rather than “active” Square merchants. Square’s policies regarding fund holding and risk mitigation are very murky and make the service quite risky for higher volume merchants. It appears that the company needs to do a much better job of educating merchants about the types of transactions that could result in account deactivation. Potential steps that the company could take include issuing a warning prior to processing transactions that will be held, notifying merchants immediately once transactions have been held, and communicating with merchants through the hold process.

Some Minor Improvements Could Raise Square’s Rating

In most respects, Square has very favorable pricing and contract terms for merchants. It has a simple signup process, affordable equipment costs, no monthly fees or long-term contracts, and easy-to-understand pricing. However, sudden account deactivation can greatly impact a merchant’s operations, so the grade for this section will not enter “A” territory until Square improves its risk mitigation procedure.

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Square Complaints & Customer Reviews

Complaint Summary

Total Online Complaints 2,300+
Live Customer Support Active Merchants Only
Most Common Complaint Fund Holds

Where Square Falls Short

Another area that Square comes up short in this review is in its customer service. For a company that has only been around for a few years, Square is racking up a lot of complaints (more than 2,300 just in our comment section below). The majority of the complaints fall into three areas: virtually nonexistent phone support, confusion regarding its hold policy, and reports of random fund holding or account deactivation exceeding 30 days with no explanation or communication from Square.

Square Lawsuits

In 2018, Square settled a class action lawsuit filed against its food delivery service “Caviar”. The company was alleged to have withheld money from delivery workers left by customers as gratuities from 2012 to 2015 and agreed to pay $2.2 million dollars under the settlement.

We have found evidence of multiple lawsuits from the last few years. In 2019 Square was accused of mishandling the way it dealt with information concerning payments for medical procedures. The suit was dismissed with prejudice later that year. In another class action suit Square faces charges of holding large amounts of funds from merchants that it deemed high risk. Square has received numerous complaints relating to these charges over the years, and this case is still ongoing.

Square Customer Support Options

The company appears to rely too heavily on customer service provided by email, its support forum, and social media. This is a big drawback for many business owners, especially for those who are not willing to wait for a response through email, Twitter, or other social media channels. The company does have a customer support phone number that operates from 6 a.m. to 6 p.m. PDT (see How to Contact Square), but merchants must request and receive a code from the Square website in order to actually reach a representative.

Only Active Accounts Get Real-time Help

Phone support codes are only provided to active Square merchants, meaning that any Square user who has had his or her account deactivated will still be unable to reach the company by phone. It is our position that deactivated merchants are the merchants who have the greatest need for phone support, so this customer support line is only a minor step forward for Square. Business owners who prefer to have access to a full-time, in-house support staff are better off choosing a conventional merchant account provider.

Long Wait Times

Regardless of whether they contacted the company by phone or email, merchants are reporting wait times of up to several days before getting a response from Square. Numerous users have also reported that Square has failed to respond to their support requests in a satisfactory manner. For many reviewers, it seems inexcusable for a financial services company this large to not have readily available live support for all of its users.

Beware Square Phishing Scams

At the time of a previous update, we heard from a number of non-Square users who claimed to receive emails from Square regarding non-existent accounts. These emails typically state that Square is having trouble depositing some amount into the user’s account, and that the user will need to supply account details to receive their payment. These emails are very likely to be Square phishing scams.

These scams are designed to trick you into providing personal information, and they do not have any connection to the actual company Square. If you receive an email regarding your Square account, and you are sure that you do not have a Square account, forward that email to spoof@squareup.com so that the company can investigate the source of the scam.

Square could greatly improve its rating in this section by allowing all merchants to access its customer support phone line and by better communicating its hold policies.

Square BBB Rating Summary

BBB Summary

Product & Service Complaints 3387
Billing & Collection Complaints 1023
Advertising & Sales Complaints 64
Guarantee & Warranty Complaints 16
Delivery Complaints 189

Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.

Square’s BBB Complaints on the Rise

As of this update, the Better Business Bureau is reporting an “A+” rating for Square despite 4,679 complaints filed in the last 36 months. This complaint total is slightly up from the company’s total at the time of our last update (2,112), which may indicate that Square’s BBB complaint total could increase further. For perspective, the total is up from 812 complaints as of our January 2014 update and 603 complaints as of our July 2013 update, and has skyrocketed from just a few dozen complaints since we first published this review in April of 2011. Surprisingly, the BBB has also raised Square’s grade from a “B+” in July of 2013 to an “A+” despite the rising complaint volume.

How the Complaints Break Down

Of the 4,679 total complaints, 3,387 are regarding problems with service, 1023 with billing and collection disputes, 189 with delivery problems, 64 with advertising and sales issues, and 16 due to guarantee or warranty issues. The BBB has also added a note stating that it has received many complaints regarding Square’s fund withholding procedures. Square has responded by quoting its Terms of Use policies and referring to the help section of its website. It does not seem to have made any tangible change to its fund holding policy in response to this notice. Square has successfully resolved 2,898  complaints, while the remaining 1,781‬ either were resolved to the dissatisfaction of the merchant or did not receive a final response from the merchant.

What Merchants Say

Square has also received 399 informal reviews to its BBB profile, with less than 10 of which were positive on tone, with 390 being negative. The most recent review describes an issue with Square’s Cash app:

If I ciould give a zero star rating or even a negative one I would. I’ve had problem after problem and no one to talk to about the issues. Last year there was a $20 purchase at a restaurant that’s not even in my city. Not to mention, it was 11 am on a weekday and I was on the 15th floor of my office building. Of course you can’t get in touch with these people so I lost $20. Now I only use this app to pay my car payment, I’ve got a new card as my previous one has expired and it won’t let me add money unless it’s from my expired card? How does that even work?! It doesn’t. I’ve emailed and they replied saying they will get back to me within 24 hours…. Yeah right. I haven’t heard anything from these people. Worst company I’ve ever worked with. They really just need to be shut down.

It’s unclear what this user’s specific problem was, but all Square Cash users are advised to watch out for Square Cash app customer support scams.

A “C” Performance

Due to the company’s high complaint count compared, we have adjusted the BBB’s rating to a “C” for the purposes of this review.

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Truth In Marketing & Advertising

Key Points

Employs Independent Resellers No
Advertises Deceptive Rates No
Discloses All Important Terms No

How Square is Different

Square differs greatly from traditional credit card processors in terms of how it markets and sells its service. While most merchant account providers utilize poorly trained outside independent agents who are focused on setting high fees in exchange for big commissions, Square relies on online marketing and partnerships with retailers. Nearly all of Square’s users sign up directly through the homepage of the company’s website or by purchasing a reader at a store. Square has also benefited from an enormous amount of online buzz and word-of-mouth promotion.

Beware of Processing Limitations

Square markets its pricing with a straightforward and easy-to-understand message (covered later in this review); however, the company fails to mention anything about its account cancellation and risk mitigation policies in its marketing materials and advertising placements. These policies have caused significant problems for many merchants, and some business owners have even complained of large financial losses. Many merchants who find themselves in the crosshairs of Square’s underwriting department would be better served by a high risk specialist or high volume merchant account provider. Due to the risk posed by Square’s fund holding policies, and the fact that Square allows merchants to run transactions that may trigger account cancellation without any prior warning, many merchants have complained of misleading marketing by the company. Hence, we have lowered Square’s grade in this section to a “B” rating.

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Sales & Marketing Example

Our Opinion Of Square

square credit card processing logo

Good for Entry-Level, Questionable for Real Businesses

Square is definitely on the right track with providing an easy credit card processing solution with no long-term commitments and no monthly fees. The service is proving to have some major drawbacks for higher volume merchants, though, because of murky fund holding policies and poor customer support. It appears that Square is best suited for individuals who have an occasional need to accept a credit card payment, such as babysitters, flea market vendors, or small retail and restaurant businesses. The service does not appear to be a good fit for merchants that either have a high volume of credit card sales or that sell high-ticket items.

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About Phillip Parker

Why I'm Qualified to Write About Credit Card Processing

I’m a small business owner who previously worked in the credit card processing industry. I started this blog in 2009 to help other business owners by exposing credit card processors that engage in unethical marketing, rate and fee trickery, and fine-print-contract schemes. Over the last decade, I’ve reviewed hundreds of merchant services providers which has helped to educate over 5 million businesses on the nuances of credit and debit card acceptance. I’ve appeared in the New York Times, Los Angeles Times, Inc. Magazine and a host of other publications to offer insight on the subject of card acceptance. 

Need expert help? Learn how we can assist you here.

I offer merchant account and credit card processing consultation for the following needs:

  • Selecting the right credit card processing services for your business.
  • Reducing credit card processing fees with your current merchant account provider.
  • Negotiating credit card processing fees when changing merchant accounts.
  • Strategies for reducing and recovering funding holds and chargebacks.

 

Schedule a call with me today!

 

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Greg R
3 months ago

For all those who use the Square device for payment systems

!!! BEWARE !!!

I am now looking for another payment solution as Square no longer works on any of my phones!!!

Having used Square devices for several years, they have now stopped working on all phones.

Square have told me that my devices are not compatible. Hmmm.

Having worked for several years if I choose to use this payment system into the future I have to upgrade all three of my phones.

Most likely a software update by Square has stopped the app from connecting to my device – Square won’t be trying to solve the problem, leaving me without a payment system!

Outrageous!!

Be very careful if you choose to purchase this device, if it is not on the compatibility list it may stop working unexpectedly if they change their software.

Don’t expect any support to solve the problem from Square either.

Disgraceful customer service and problem solving.

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Paul
3 months ago

WORST customer service ever….especially during these COVID times when people need online services (AND SUPPORT) now more than ever.

Signed up to Square this year, did one (ONE) transaction. They have now held my $230 since Aug 27th and will not allow it to be transfered to my bank. I have gone through multiple attempts to resolve this, via their chat system (terrible) and on phone with at least two reps who tried to help. It ends up I need to work with their account service department (who you cannot contact via phone, only email). I finally got this yesterday…..actual words. WTF?

“Upon review of your account there were ref flags that appeared to be fraud activity, and so the account was closed. Square will hold any funds debited for a period of 60 days from the time we stop facilitating your account. If you’d like to receive the funds sooner, please reach out to your financial institution for their funds return policy.”

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AMM
8 hours ago

Square allowed a customer to charge back $700 a month after service render. The customer Gregory Jackson a REal estate broker in cobb county ga. Hired movers for 12 hrs. A month later. Submit a charge back to square and said they had no knowledge of charge…. And guess what. After 3 months of dispute…. Square send a email saying the customer bank award them the money. $700. How . This company allow customer to take your hard earn money and DOES ABSOLUTELY NOTHING TO FIGHT. EVEN WHEN CUSTOMER SIGN ON SQUARE APP. THEY DO NOT BACK THEIR OWN APP AS PROOF. THEY ALLOWED SEVERAL OF MY CUSTOMER WHO PAID WITH AMEX TO COMMIT FRAUD AND DO CHARGE BACK. MAKE UP AMY BS AND THEY WILL GIVE THEM THEIR MONEY BACK. NO MATTER WHAT PROOF YOU SUBMIT.

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Charles
14 days ago

All I can say is RUN, RUN AND RUN FAR AWAY! This company is a joke. In fact, they should be shut down IMMEDIATLEY! They shut my account down for NO REASON! And they have held my $2,000.00 for 4 months now. And the worst part is, you can not speak to a live person about it. I really believe this company may be ran by one guy out of his basement. I will be taking my issue with them to the attorney general.

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Ruth Lucero
1 year ago

I was sent an email saying that I requested $1000 refund to a customer with the card ending in numbers that were 7772 I thought it was a scam the next day I see that my bank account has been deducted $964 with the charge of over $35 all was only viewed in my checking account never did it show up in my transactions on Square I spoke to square today but did not realize that my bank account had been deducted I am now at a negative balance.

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lee
1 year ago

Will never ever deal with square again.. costumer service is the worse. I called and try to explain to some dude and he straight up said dude if u don’t shut up im gone hang the phone up on u out of nowhere..

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Floridian
1 year ago

WORST COMPANY EVER! They will steal your money. They are a bunch of scammers. They will put your account on hold for a fraud review and then lock you out without having access to your funds. They need to be SUED

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Scott
1 year ago

I had a simple misunderstanding, or I suppose problem, with the square app on my phone. For some reason, somehow same day deposit was turned on, even though I was sure it was turned off. When I got a large payment this week, to my surprise not only did I have my processing fee removed but there is an extra large fee removed because of the same day deposit.

I got on a chat with customer support to see if I could get that fee reversed, due to the issue with the app. I found absolutely no assistance their customer service. And a lot of hot air.

I’m very disappointed with this company solely because of the customer service. Instead of refunding the misunderstanding, a small amount of money in comparison to my sales fees.. I have now decided to steer most of my sales to a different and more reliable company.

Moral of the story here. It would have cost them a small amount make the customer happy if they had done that they would have been earning thousands of more dollars, that they are now loosing.

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Ernest Bustos
1 year ago

I had a Square account for over 6 years without any complaints or issues, on Friday I received an email informing me that my account was deactivated claiming transactions prohibited by “Section 35 of the Payment Terms” which are vague to say the lest. With no customer it was impossible to find out why transactions that have been approved over the last 6 years have now been deemed prohibited. The email states that I will no longer be able to process transactions using square, it appears that my account has been closed without notice or explanation…. for this I would rate them as an “F”       

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