Cancel service

[mayasmith]

Dear Square Team,

I am writing to formally request the cancellation of our Square account and services.

When we signed the agreement, we were promised one price. However, after we started using the application and services, we were charged differently from what we were told and what we understood at the time of signing.

The sales representative also told us that there was no binding contract between both parties and that we could cancel at any time by simply stopping the $149 monthly software payment. Based on that information, we agreed to move forward. Now, after reviewing the agreement and our actual charges, it feels very different from what was represented to us.

We have only used the service for about one month, but we have already lost a significant amount of money because of offline payments and system issues. During rush hours, the system constantly freezes, which affects our business operations and creates a very bad experience for our customers.

Our store is located in Massachusetts, but when we call customer service, your company operates on a different time zone. Because of this, our issues are not resolved at the time we actually need help. For a business that depends on a working POS system during busy hours, this is unacceptable.

In addition, there have been multiple unexpected charges and extra fees that were not clearly explained to us in the agreement. We feel misled by the sales process, the pricing, and the service we received.

At this point, we do not want to continue using Square. Please help us cancel our account immediately. Please also send us a return label so we can return the hardware.

Everything with this company has been slow, confusing, and extremely frustrating for our business. Please confirm in writing that our account will be closed, that no further charges will be made, and that a return label will be provided for the hardware.

Thank you.

[Minion]

Hi @mayasmith 

Very sorry to hear about your experience with Square and the miscommunication that may have occurred between yourself and the representative of Square.   

You can close out and deactivate your Square account by following this guide found here right from your Dashbaord.   Before doing so just be sure to go into your Subscription settings and be sure to stop any of those as well

Alternatively, you can contact customer support to have them help you close out your account as well as possibly sending you a prepaid return label to return your hardware. 

[mayasmith]

 Hi Minion,

I am writing to formally dispute the pricing being shown and charged on our Square account and to request cancellation of our POS service.

We signed the agreement based on the pricing and terms that were presented to us. However, once our business opened, the pricing shown on our Square account was materially different from the signed agreement. I did not approve these different rates or charges in writing.

The signed agreement shows processing fees of 2.48% + $0.05 for card-present transactions, 2.05% + $0.15 for manually keyed transactions, and 1.90% + $0.19 for online transactions. However, the current Square account shows different rates, including 2.4% + $0.15 for tap/dip/swipe and 2.9% + $0.30 for online transactions.

We have only used the service for less than 30 days, and I have already sent multiple cancellation requests. However, those requests have not been properly addressed. Before we started using Square, Hailey contacted me repeatedly, but now that I am requesting cancellation and disputing the pricing, I am not receiving the same level of communication.

Because the pricing shown and charged does not match the signed agreement, we no longer feel comfortable continuing with this service. We do not believe it is fair or reasonable to hold us to a two-year agreement when the pricing did not match the agreement from the beginning.

I am requesting that Square cancel our POS service immediately and release us from the agreement without any early termination fee or cancellation penalty. Please confirm the cancellation date in writing and provide a final statement showing any remaining balance, credits, or refunds.

If this matter is not resolved properly, I will keep all evidence, including the signed agreement, current pricing screenshots, charges, cancellation requests, and communications. I will also consult with an attorney regarding my options, including whether this matter may constitute an unfair or deceptive business practice under Massachusetts law, including Chapter 93A.