CBD Products on Account Troubleshooting

[thewelltheory]

The title of this thread has been edited by a Square Moderator from the original: Account Deactivated CBD

Square put us through hell Jan. 2024 and held $100,000+ while we cleansed our site.  Since then, we have added no new products or new CBD content.  Now, exactly a year later, they are holding our money again.  The worst part is this time, my rep isn't answering me.  I have not spoken to anyone that can tell me exactly what content is in violation of the policies.  I'm always eager to get the content fixed but a human never speaks with me.  It's awful that small businesses have to put up with this kind of service.  I can't even make payroll when they hold our money.  Has anyone had any luck getting to a human that will tell you exactly what is wrong.  

We have products with other supplements that don't include CBD.  Help! 

[Sammie_C]

Hi @thewelltheory, we appreciate you reaching out, and we understand any frustration you may be experiencing.

I went ahead and escalated your situation over to our Account Services team to take a look. Once I hear back from them, I will reach out here promptly.

We appreciate your patience.

[Sammie_C · Accepted solution]

Hi again @thewelltheory. I wanted to follow back up and let you know that I just heard back from our Account Services team and they said you should be able to access your funds as intended. 

If for some reason you are unable to, please let us know and we can take another look. 

[backbonehemp]

Hi Sammie _C-

I would love that same assistance! Square has been holding my funds and I need to resolve this situation but cannot get a human who knows anything to assist me. I do not believe there is a "CBD Department" at Square. Any help appreciated.

[Sammie_C]

Hi @backbonehemp, thank you for reaching out! I am sorry to hear you are dealing with a similar situation. Since this is account specific, would you be able to send me a direct message with some additional details on your situation? Once I receive that message, I can definitely look into this for you.

[backbonehemp]

Hello The Welltheory-

I am experiencing the same trouble with my CBD shop, and cannot get anyone to speak with me either. I have shut down all sales on my site in hopes that they will be forced to pay me my funds. I have been waiting (embarrassingly) over a year now, and I am planning legal action. Any luck for you? I see this post was from 3 weeks ago- did square come through for you? I have seen sooo many other business owners experiencing this same issue. Any help appreciated!