Check not deposited but debited from other account/ Lack of support

[Justjes1209]

I deposited a check that was later returned as insufficient funds. My client said it was insufficient funds but then a week later it pulled again and cleared her account but no money has been deposited into my account. I called the help line and they said someone will get back to me by email in 2-3 hours. I’ve heard nothing. How do I remedy this. What governing agency do I call about misappropriation of funds and what information do I need to provide. I am not impressed with customer service with square banking when money is missing or there are questions about checks. They have to escalate your call just to get basic information like why didn’t the check deposit and it takes days for them to reply. This can’t be legal for banking. 

[MayaP]

Hi @Justjes1209, thanks so much for sharing your feedback about our Square Banking products and support. I completely understand that when it comes to your funds, you want answers right away. That is not the experience we want for our sellers, and I’m happy to pass this along to our internal Complaint Team so it can be reviewed.

I also see that our Banking Team sent an email on October 1, 2025, from Jorge C (Case 111575657). Could you check your spam or trash folder to see if it landed there? In the meantime, I’d like to help figure out what happened with the funds and make sure you receive them. Can you let me know when the check cleared? Keep in mind that check deposits can take up to six business days. Has it been longer than that?

I’ll keep an eye out for your reply, and please tag me to make sure I see it. Thanks again!

[Justjes1209]

Hi Maya. She said the check cleared her account September 23rd. The message from October 1st was the original inquiry to find out that the check had insufficient funds. It wasn’t until after that date that my client told me had been pulled a second time and cleared my clients account September 23rd. I did try and reach out to Jorge again he did not reply and I called support Friday October 3rd and they said they would escalate the concern and that I should receive an email within 2-3 hours but it’s been days and I still haven’t received an email. 

[MayaP]

So October 1, 2025 is when the funds cleared from their account? I know it’s frustrating to have to double-check this, but did the customer share any proof that the funds actually cleared? I see you spoke with Support yesterday, and according to the notes, they mentioned a new check is needed since the original one didn’t clear due to insufficient funds.

@Justjes1209 

[Justjes1209]

No the funds cleared her account 09/23/2025. Yes she has shared proof including the processed check from her bank and her bank statement showing it withdrew. I have talked with support several times and I get the same response from them. Get a new check from the customer. You can see why that isn’t possible as she has already paid and doesn’t want to pay twice. Would you like to see the processed check and her statement. Also, I’ve been waiting for an email from the people who they escalated this too for a week. 

[Justjes1209]

Well I went into the issuing bank and confirmed the check did withdraw from my clients account. So she is not lying. And it’s been nearly three weeks and several calls emails chats and this forum and still no assistance. Escalation leads to no one ever contacting me. 

[MayaP]

I did escalate this to our Banking Team. As soon as I have more information, I will let you know. Thank you for being so patient! 

@Justjes1209 

[Justjes1209]

Hi. I am still waiting to hear from anyone about this matter. I can provide the proof the other bank provided me showing the check cleared her account but I still haven’t received the money in my account. It came out of her account September 23rd. I have called and talked to customer service at square 6 times, chatted with 3 people, and tried emailing 5 times. I have been told at least 10 times this will be escalated and someone will be in touch. It’s been almost a month. How can a small business owner get any business done with square with this kind of customer service. I need assistance please. 

[MayaP]

Hey @Justjes1209 — I understand your concern, and I know it’s frustrating that this hasn’t been resolved yet. While I haven’t received an update on my escalation, I’ve reached out again for more information. As soon as I hear back, I’ll be sure to let you know. Thank you for your continued patience.

[MayaP]

Hey @Justjes1209 — our team is requesting proof that the check has cleared. Please feel free to message me any documentation you have, but don’t post it here. Once we receive that information, we’ll file a ticket right away.

I really appreciate you working with us on this, and I’ll keep an eye out for your message.

[Justjes1209]

Where should I send it? 

[MayaP]

Can you send me a message with the information? 

[Justjes1209]

I emailed it in to Jorge but no response. Can you send me an email to send it to?

[MayaP]

I sent you a message in community, you can reply to that. 

[Justjes1209]

I emailed the information but the email said no reply. Can you let me know when you receive it?

[Justjes1209]

Hi Maya, 

I emailed it by replying to the email you senT me but the email was returned. It says I can’t reply to the message. 

[MayaP]

I did not send an email. It was a private message in the community. Can you check there?

@Justjes1209 

[MayaP]

Hey @Justjes1209 - I appreciate your patience. Our team is still investigating this issue. I will let you know as soon as I have an update. Thank you!

[Justjes1209]

Hi Maya. I still haven’t heard back from anyone except to tell me there dates don’t match the other bank. I provided a managers number for the team to call but I’m still waiting and it’s been over a month.