Give us our money back! NOW!
One card payment review website has registered over 500 comments about Jack Dorsey’s new smart phone card reader, Square. This would be great for Jack if they were all shining endorsements. But they’re not.
Most of the comments are stinging vitriol blasted out at the company because small business owners are having their money held back from deposit into their bank accounts, not just for a few days or even weeks, but sometimes up to 6 months!
The big problem is that Dorsey’s seemingly attractive no-hassle phone attachment and app gives the user no warning that they can’t take over $1000 in charges over a 7-day period without a hold being placed on their account.
This “hold” seems to allow the Square company interest free and unbridled use of the funds of business owners who need that money desperately to run their businesses.
My story is typical, I run a web design, advertising and SEO business for small mom & pop enterprises.
Old Jack Dorsey’s geeks found my business to be too ‘high risk.’
First they sent me an email telling me that the money would be held for a month.
Then they sent me an email asking for more information–including tax returns, invoices and other forms.
I sent them everything they asked for.
Then I got an email telling me they were holding my most recent money, more than $1700, for six months–and in the same email they told me they were canceling my account. All this after I had been doing business with Square for 5 months without a single chargeback.
I know the amount I have held back is comparatively small compared to others–maybe I just have a greater sense of outrage per penny. I know I’m not alone in my frustration. Some small business owners are desperate for tens of thousands of dollars held back by Jack Dorsey’s little company–Square.
To add insult to the grievous injury–Jack Dorsey has decided to keep costs down by skimping on personal customer service. The “account specialist team” that makes the decision to kill an account is unreachable.
There’s no phone number to call listed on the website.
They don’t call you back once you do find out that it’s 415-375-3176 and that their offices are located in San Francisco, California at 901 Mission Street, Suite 210.
We’ve heard that if you dial extension 202 that you’ll actually get to speak to a human being–who reads a script telling you to stick your issue where the sun don’t shine.
So good luck with that!
But here’s what we can do. We can register our complaints and results here. We can let others know of our successes if any. We can inform one another of any pending legal action that may aid others. We can make this page show up whenever any one does a search for Jack Dorsey.
No business likes to be hit in the pocket by unscrupulous people who scam them like Square has scammed small business. Let’s see if we can make a dent in Square’s bankroll.
Let’s recommend more reputable, customer friendly merchant services providers to readers here.
Let’s let Jack Dorsey know that his silent treatment masked as “customer service” is not going to pay off for him.