My name is Jose Santos, and I have been using Square for several years as a payment processor for my small business. Unfortunately, I’m writing this due to a serious and unacceptable issue with how Square has handled a recent chargeback and how I, as a merchant, have been treated.I completed a job for a customer worth over $550. The customer paid via credit card using Square, and shortly after, they initiated a chargeback. Despite the fact that I fully completed the job and provided my services honestly, Square did not protect me as the merchant.Worse, Square withdrew the funds from my account and claimed it would be taken directly from the same bank account they deposited the original payment into. However, that did not happen. Instead, they kept the funds and now are threatening me to repay them, even though I already did the work and the client received full service.Due to Square's mishandling, my client also suffered—because when I attempted to reprocess the payment, the system wouldn’t allow it. This created confusion and a late payment issue I had to fix manually.I am deeply disappointed in Square’s lack of accountability, transparency, and protection for long-time users like myself. This situation has not only caused me financial loss, but also loss of trust in your platform.If this matter is not resolved properly, I will be exploring legal options, including pursuing this through small claims court and filing formal complaints with the BBB, the CFPB, and potentially seeking out others who have experienced similar mistreatment for a class action.I expect a response and resolution immediately.Sincerely,Jose Santos
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