If my Square account is hacked and bank details are changed and money is successfully rerouted?

[Wowiamdone]

Did you get this resolved this happened to me at the beginning of October. I’m out of a lot of money and found that it happened to two other people as well, that same week. I wish I would of read these post before I decided to use square. $7,000 as a small business owner is a lot of money! I am now behind on my bills. It was not a breach on my part. Otherwise it wouldn’t of happened to other people that I don’t even know. I met these people u see an Instagram post stating the same complaints. 

[Wowiamdone]

This has now happened to me and it’ll be a month next week. Did you do anything in particular. I’m currently out of $7,000. I’m behind on bills and all. I can’t believe my money was so easily stolen like that. 

[Kardrey]

Square refunded my money it took about a month or a little less. But also I filed a claim with my business insurance and they were also going to reimburse me, but Square ended up refunding my money anyways so either way I was covered. I did have to file a police report in order for the insurance company to reimburse if you go that route.

[Wowiamdone]

Thanks for the quick reply.  I am loosing hope as I get behind in bills. I was just getting back on my feet after covid so to have that amount stolen from y account without any warning from Square has been rough. I pray they give me my money back.  nov 5th will make a month for me

[Wowiamdone]

I had the two step verification on and all of my funds were still stolen. I’m currently out $7,000 since October 5th

[_Violet]

Hi @Wowiamdone- Thanks for reaching out to us here on the Square Seller Community. 

Please note: These forums are public, so I've moved your post to a private board in order to follow up with you.

Are you referring to funds from your Square Card Balance? If so, please file a dispute if you haven't done so already.

Before you file a dispute:

• Ensure the payment has posted to your account and isn’t pending or voided.
• Some merchants (e.g. gas stations) will place a temporary hold on your Square Debit Card to authorize your purchase. This temporary hold will be higher than the actual transaction amount, typically $75 or $100. We call these transactions pending authorizations. These pending authorizations can take up to 14 days to clear.
• Contact the merchant to try and resolve your concerns. We aren’t able to pursue a dispute if you haven’t attempted to resolve the issue with the merchant directly.

If you notice a transaction you didn’t make or have a question about a transaction in your history, you will need to report a dispute. To do so, access our Dispute Form to begin the process.

What you’ll need to file a dispute:

1. Transaction date and dollar amount
2. Merchant name as it appears on your statement
3. Details about what you believe is incorrect and why
4. Any supporting documentation (proof transaction was paid by other means, expert opinion on company letterhead, etc.)

As you go through our Disputes Form, you’ll be asked to explain in detail what’s incorrect about the transaction. If there are multiple transactions in question, a dispute will need to be filed for each transaction separately. Please note: In order to give you the best chance at recovering your money, you must file your dispute within 60 days of the error appearing on your transaction history.

I hope this information is helpful and is able to resolve your issue!

[Wowiamdone]

Thanks I filed the disputes as soon as the money was taken out.  Well, they were all pending. So I filed the disputes once all the transactions completed. 21 Transactions that totaled over $7,000.  Additionally I ran up my phone bill calling over 6 different companies to try to get my money back while they were pending.  Two transactions were voided.  The rest went through.  On Monday I received 38 emails from Square.  Each with of them within seconds of each other.  One would say, here's a loyalty credit, then seconds later, we are debiting your account the same amount. This was done for all 19 transactions.  I was given the money back for about 5 seconds and it was taken back out.  I posted about this on instragram and found two other people this happened to.  All of our money taken and spent in Trinidad while we are all in the United States using our cards. This is a huge hit for a small business owner.  I am behind in my bills and all. You can't speak to management on the phone, you can't speak to the fraud department.  The above form you mentioned doesn't ask for any details about the disputes, just basic information.

[Wowiamdone]

I am finding that there is still probably a few things Square Banking should put in place to keep our money safe. My account was hacked and I am finding the protocols to get my money back are a bit ... off.

[BernadetteA]

Hi @Wowiamdone 

I moved your post over to this thread, but have you had a chance to reach out to Square support directly? We have very limited information through this page, and we cannot discuss anything account related.

I understand you are just trying to find answers, but the best place to go for this is going to be through our support team.