We’ve had a devastating experience with Square and I’m sharing this in hopes of finding others who have gone through the same situation or know how to get help.
Our business account was hacked through Square, and the hacker changed our bank transfer information. Nearly $10,000 of our funds were stolen — money that was supposed to go directly to our small business.
We immediately reported the issue to Square and filed a police report. We also had two-factor authentication fully enabled, which should have prevented unauthorized access. Initially, we were told that because we had security measures in place, Square would work with us to recover the stolen funds.
Since then, we’ve hit a wall.
We’ve contacted Square’s customer service multiple times, and despite following every step, providing every document, and being promised callbacks, we have received no real help or resolution. Our case has been “under review” for weeks, and we’re left with no answers and no reimbursement.
As a small business, this loss has been devastating. We’ve always trusted Square as our payment processor, but the complete lack of support during a fraud situation is unacceptable.
