Square Credit Card Users: Beware paying at pump!!!

[kacey_k]

I’m sharing my experience because I genuinely wish someone had warned me about this before it happened.

I’m an independent hairstylist, a longtime Square seller, a repeat Square Loans customer, and an active Square Champion. I’ve supported and advocated for Square because I’ve genuinely believed in its products and services.

But this experience has left me incredibly disappointed.

I received my Square American Express credit card less than a month ago.

On October 12, I purchased $55.05 in gas at Kroger, paying directly at the pump.

My actual purchase has already SETTLED and CLEARED.

However, an additional $250.50 authorization is STILL pending, restricting my available credit.

Here’s where my frustration really begins.

I contacted Kroger directly. They could not locate this $250.50 authorization in their records and provided me with a case number.

I’ve contacted Square repeatedly, spoken with representatives, and had the situation escalated.

And what have I received?

Repeated generic explanations about how gas station pre-authorizations work.

I KNOW HOW AUTHORIZATION HOLDS WORK.

What I don’t understand is why I can’t get meaningful assistance investigating this particular authorization or consistent information about when my available credit will be restored.

I’ve been told different timeframes, including up to 30 days.

Meanwhile, I have several upcoming professional color appointments and need to order supplies for my salon.

Now I’m facing the possibility of dipping into my PERSONAL SAVINGS to cover business expenses while other bills are coming due.

This is exactly why I obtained a business credit card in the first place.

And here’s what makes this especially disappointing.

I’m a SQUARE CHAMPION.

I spend my own time participating in this community, helping other sellers, answering questions, and sharing information about Square’s products.

I believe in helping small business owners succeed.

But right now, I’m struggling to get meaningful help from the same company I’ve spent so much time supporting.

I’m not asking for special treatment because I’m a Champion. I’m asking for transparency, consistent information, and actual customer support.

I understand that authorization holds are part of card processing and that Square may not have the ability to release one immediately.

But being unable to release an authorization and being unable to provide meaningful assistance are two different things.

I’m sharing this as a warning to other small business owners who depend on their available credit for everyday operations.

Please be cautious about using your Square credit card at gas pumps, especially if you have a limited credit line.

I’m also pursuing a formal complaint regarding the lack of meaningful assistance I’ve received.

Has anyone else experienced an unusually large pending authorization on their Square credit card? How long did it actually take to disappear, and did you receive any help from support?

I’d genuinely appreciate hearing your experiences.

Because small business owners deserve better communication when their operating funds are affected.

[schaefferjosh]

$250 is insane to me! The most I have ever had was $100, but I don't have a Kroger near me, so I am not sure what their usual is. As for the hold still being there, I'd give it until Monday, and then maybe contact AMEX as well. They may be able to assist.

[kacey_k]

What’s crazy is a friend of my daughter his mom is HR at the Kroger in my small town and I reached out to her just to see if she could do any searching for me..she said Kroger does not do holds on credit cards over $100 and it’s immediately back to customer after fuel charge settles. Which is what I always have experienced myself as well. Even Square support, Amex support and many others have said that $250 is absurd and it clearly should have NEVER taken so long. 
I’ve done filed a complaint because of the lack of help as well as the fuel settled literally less than 24 hours later but this $250 is still taking away half of my available credit to use for salon supplies

[Minion]

Sorry to hear about your situation @kacey_k .  I've ran into a few small hiccups with the CC.  Hiccups to where I've called Square support just as many times involving the card as I have my entire time with Square.  The 250 seems like a bit much, but then again the price per gallon is ridiculous as well.  Given that the actual amount has already settled it is crazy to hear that it "could take up to 30 days" .  I would like to assume and hope that it clears itself up by tomorrow (Monday) for you 

[kacey_k]

Thank you, Dan! I really appreciate you taking the time to respond, especially knowing you’ve had your own frustrations with the credit card. It’s disappointing because I’ve been with Square for years, I’m a Square Champion, and I’ve always been a huge advocate for their services.

My biggest frustration isn’t even the $250.50 hold itself. It’s the complete lack of urgency or willingness to help when the actual $55.05 transaction has already settled. I’ve contacted Kroger, who confirmed they don’t even show that additional authorization, and Square continues to pass the responsibility back to the merchant.

Meanwhile, that hold has tied up HALF of my $500 credit limit, affecting my ability to purchase supplies for my salon. Being told to wait up to 30 days or call back on October 26 for someone to manually remove it is unacceptable.

I’ve officially filed a formal complaint, and at this point I’m letting that process play out. I love Square and the community we’ve built, but I also believe in holding companies accountable when their support falls short. Being a Champion doesn’t mean staying silent when something isn’t right.

I truly appreciate your support, and I hope you’re right about it clearing tomorrow! ❤️

[Minion]

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@kacey_k wrote:

Thank you, Dan! I really appreciate you taking the time to respond, especially knowing you’ve had your own frustrations with the credit card. It’s disappointing because I’ve been with Square for years, I’m a Square Champion, and I’ve always been a huge advocate for their services.

My biggest frustration isn’t even the $250.50 hold itself. It’s the complete lack of urgency or willingness to help when the actual $55.05 transaction has already settled. I’ve contacted Kroger, who confirmed they don’t even show that additional authorization, and Square continues to pass the responsibility back to the merchant.

Meanwhile, that hold has tied up HALF of my $500 credit limit, affecting my ability to purchase supplies for my salon. Being told to wait up to 30 days or call back on October 26 for someone to manually remove it is unacceptable.

I’ve officially filed a formal complaint, and at this point I’m letting that process play out. I love Square and the community we’ve built, but I also believe in holding companies accountable when their support falls short. Being a Champion doesn’t mean staying silent when something isn’t right.

I truly appreciate your support, and I hope you’re right about it clearing tomorrow! ❤️

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Always glad to help ya!  It's definitely frustrating when something which is essentially this small impacts your day to day of running the business.  DM me tomorrow if this does't clear up by tomorrow morning. 

[RasIII]

Good luck getting a straight answer on anything. I have had a couple issues that I looked to Square for help and all I get is empty scripted answers. Escalations that have no responses or a cut and paste answer.  Even mods on here do this. Zero commitment to resolution. Customer service basically leaves you hanging everytime. I learned Square is pretty much run in an AI base and the people you talk to have their hands tied. No option but to say,  sorry we can’t help you or offer a dead end escalation.

Square should consider getting past this because they are oblivious they primarily serve businesses that thrive and personal customer service. Their clientele doesn’t work like this. Good luck!