Pending Account Deactivation Reasoning

[Mistwist]

The title of this thread has been edited by a Square Moderator from the original: Deactivation pending but referenced violation shed no light on why

I received a deactivation noticed this morning that said we were going to be deactivated within 30 days and reference general terms and condition section 3, which deals mostly with Federal trade commission sanctioned countries, and doing business with them. The problem is we don’t do business with any foreign countries. We provide a service here in the US to US companies. I believe the problem is because the name of our company contains the word damascus. Which is what we make and service is damascus steel. 

I complied with there information request and told them that it is a type of steel, not a country and they didn’t even read it evidently. Any ideas on what to do next? Or is there a way to get a hold of someone actually in the US and not just a call-center that doesn’t really care?

I also have a jewelry design business that I’d like to start using Square for but now I’m really nervous.

[Candlestore · Accepted solution]

@Mistwist;

No one here would be able to see Squares actual reason for your issue.  Your best bet would be to call Square Support and maybe they can shed some light on the issue.  Their number is in my Signature line below.

[Sammie_C]

Hi @Mistwist, I see this is your first post here on the Square Community. Welcome.

We appreciate you reaching out about this. Since this does deal with account deactivation, which is account specific, we would not be able to provide too many additional details. The most we are able to do on this platform is to suggest referring to your deactivation email for any additional information.

As @Candlestore suggests as well, we also would recommend reaching out to our Customer Success team would should be able to shine a bit more light on this. 

We appreciate your post and please let us know if you end up having any other questions.

[RobGonz80]

This response offers no value, it basically just shrugs off the issue. It passes the buck and provides no solutions. This is circular thinking not linear. What was the point of the response just to reiterate Squares opinion which is rooted in non-logic instead of logic meaning your argument is void. 

[Sammie_C]

Thank you for reaching back out, @RobGonz80. We are not shrugging off the issue or passing the buck, we are trying to assist in the best way we are able to on this platform.

Since this is account specific and deals with deactivation, we are unable to go over account specifics on this platform since it is a public forum. We ask that sellers in your situation reach out to our customer success teams for additional details for your account security and privacy. I wish we could help out more here, but the information we are able to provide is limited.

If any other sellers would like to chime in on this topic, they are more than welcome to as well.

[roseandclove]

I got this notice too. Both Payment terms section 3 and general terms section 3. I have not broken ANY rules with Square or in general, my business is in the US, I don't sell illegal things, and I don't do anything illegal in general. I have thoroughly reviewed their terms & conditions and no rules have been broken.

However, I've reached out to Square multiple times in multiple different ways & everyone has been extremely rude, treating me like I'm a criminal. They refuse to give me a reason why this has happened & can't even tell me which rule I broke. I have spent countless hours setting up my Square account and spent $300 on the machine only for this to happen a week later.... and no one will tell me why. 

I'm shocked by this level of customer service & floored that their "decision is final" without any proof. 

Hopefully you were able to get this worked out on your end...