What forms of ID does Square require before issuing debit card?

[Turquoiselover1]

Square issued a fraudulent debit card to hackers who proceeded to use the card to drain our account of all the funds in it.  My question is, we never requested a debit card, never recieved a debit card and contacted support as soon as we recieved a notice of a spending limit on a debit card being reached. And Square still let the charges go through. Do we fill a police report and go through Sutton Bank who should have asked for identification and drivers license etc before issuing the card. Square also is to blame for not halting the transactions when we called and told them we didn’t have a debit card. We are out over $15,000 and I’m done being patient. 

[kacey_k]

Hi there! Fellow Square seller and Square Champion here. ❤️

First, I am so incredibly sorry you’re dealing with this. Losing over $15,000 to suspected fraud is absolutely devastating, especially when you’ve stated that you contacted Square as soon as you became aware of suspicious activity.

What concerns me most is that you’re saying you never requested or received a debit card, yet transactions were apparently allowed to continue after you reported the situation.

With an amount this significant, I would strongly recommend taking several steps immediately:

1. Secure your Square account. Change your password, enable two-step verification, review authorized devices and account access, and request that any unauthorized cards be deactivated.
2. File formal disputes for every unauthorized transaction. Make sure these are documented as fraudulent transactions rather than general customer service complaints. Request written confirmation and case numbers.
3. Request an investigation into how the card was issued. Specifically, ask Square to review when the card was requested, how it was activated, what verification occurred, and whether any account information was changed without your authorization.
4. File a police report. Given the amount involved and the possibility of identity theft or account takeover, having an official report could be valuable documentation.
5. Consider filing a complaint with the Consumer Financial Protection Bureau (CFPB). If your concerns remain unresolved, this provides an additional avenue for requesting a formal response. You may also want to consult an attorney experienced in financial fraud.

I would also encourage a Square Community moderator or staff member to review this post and determine whether it can be brought to the attention of the appropriate fraud investigation team.

My biggest question is this: What safeguards were in place when the debit card was requested, and what happened after the account holder reported that the card was unauthorized?

Those are reasonable questions that deserve clear answers.

As a Square Champion, I believe protecting sellers and maintaining their trust should be a top priority. We depend on these financial tools to operate our businesses, and situations involving potential account takeovers and substantial financial losses deserve immediate attention.

Please keep all case numbers, transaction records, and communication documented, and don’t share sensitive account information publicly.

I sincerely hope you receive the answers and resolution you deserve. ❤️