In desperate need of advice! Square shut down my account & holding my money hostage for MONTHS

[peacelily]

What do I do??

I’ve been a loyal Square customer since 2019, and I’ve never encountered an issue until now. Unfortunately, I’m reaching out because I’ve been facing a frustrating and unresolved situation with Square’s CBD department.

Four months ago, Square shut down my account with no warning, and they’ve been holding my funds—amounting to thousands of dollars—ever since. As a CBD brand owner, I’ve complied with every request they’ve made, including:

• Providing Certificates of Analysis (COAs) for all my products.
• Submitting detailed bank statements.
• Supplying every bit of information they’ve asked for.

Despite my efforts and consistent follow-ups (I’ve been calling weekly!), I’ve been told repeatedly that the CBD department operates separately and there’s no direct phone number or email to escalate my case. I’ve been assured that someone would contact me, but I’ve heard nothing.

I’ve run my business transparently and responsibly, and it’s disheartening to experience this after being a loyal customer for years. The lack of communication and resolution has been deeply frustrating, and holding my funds for this long is causing significant harm to my business.

Square, I’m asking you to please step in and resolve this issue. I need answers:

• Why was my account suddenly shut down without prior notice?
• Why are my funds still being held despite full compliance with your requests?
• How can I directly communicate with someone in the CBD department to resolve this?

To other CBD business owners in this forum: Have you experienced anything similar? If so, how did you get it resolved? I would appreciate any advice or insights.

Square, I trusted your platform to help me grow my business. I’m asking you to honor that trust and provide the support I need to move forward.

[peacelily]

Hello Square Community,

I’ve been a loyal Square customer since 2019, and I’ve never encountered an issue until now. Unfortunately, I’m reaching out because I’ve been facing a frustrating and unresolved situation with Square’s CBD department.

Four months ago, Square shut down my account with no warning, and they’ve been holding my funds—amounting to thousands of dollars—ever since. As a CBD brand owner, I’ve complied with every request they’ve made, including:

• Providing Certificates of Analysis (COAs) for all my products.
• Submitting detailed bank statements.
• Supplying every bit of information they’ve asked for.

Despite my efforts and consistent follow-ups (I’ve been calling weekly!), I’ve been told repeatedly that the CBD department operates separately and there’s no direct phone number or email to escalate my case. I’ve been assured that someone would contact me, but I’ve heard nothing.

I’ve run my business transparently and responsibly, and it’s disheartening to experience this after being a loyal customer for years. The lack of communication and resolution has been deeply frustrating, and holding my funds for this long is causing significant harm to my business.

Square, I’m asking you to please step in and resolve this issue. I need answers:

• Why was my account suddenly shut down without prior notice?
• Why are my funds still being held despite full compliance with your requests?
• How can I directly communicate with someone in the CBD department to resolve this?

To other CBD business owners in this forum: Have you experienced anything similar? If so, how did you get it resolved? I would appreciate any advice or insights.

Square, I trusted your platform to help me grow my business. I’m asking you to honor that trust and provide the support I need to move forward.

[peacelily]

Hello Square Community,

I’ve been a loyal Square customer since 2019, and I’ve never encountered an issue until now. Unfortunately, I’m reaching out because I’ve been facing a frustrating and unresolved situation with Square’s CBD department.

Four months ago, Square shut down my account with no warning, and they’ve been holding my funds—amounting to thousands of dollars—ever since. As a CBD brand owner, I’ve complied with every request they’ve made, including:

• Providing Certificates of Analysis (COAs) for all my products.
• Submitting detailed bank statements.
• Supplying every bit of information they’ve asked for.

Despite my efforts and consistent follow-ups (I’ve been calling weekly!), I’ve been told repeatedly that the CBD department operates separately and there’s no direct phone number or email to escalate my case. I’ve been assured that someone would contact me, but I’ve heard nothing.

I’ve run my business transparently and responsibly, and it’s disheartening to experience this after being a loyal customer for years. The lack of communication and resolution has been deeply frustrating, and holding my funds for this long is causing significant harm to my business.

Square, I’m asking you to please step in and resolve this issue. I need answers:

• Why was my account suddenly shut down without prior notice?
• Why are my funds still being held despite full compliance with your requests?
• How can I directly communicate with someone in the CBD department to resolve this?

To other CBD business owners in this forum: Have you experienced anything similar? If so, how did you get it resolved? I would appreciate any advice or insights.

Square, I trusted your platform to help me grow my business. I’m asking you to honor that trust and provide the support I need to move forward.

[_Violet · Accepted solution]

Hi @peacelily - Thank you for reaching out and sharing your experience. I understand how frustrating and challenging this situation must be for you, especially given your long-standing relationship with Square.

Firstly, I want to assure you that we take these matters very seriously. I apologize for the inconvenience and stress this has caused you and your business. With that being said, here are a few general steps you can take:

1. Contact Support: While you mentioned that you have been calling weekly, we recommend continuing to reach out to our support team. Here in the Seller Community, we're unable to view your account or provide account-specific details, as this is a public forum. 

2. Documentation: Make sure you have all your documentation in order, including Certificates of Analysis (COAs) or any other information previously requested. This will help expedite the review process.

3. Remove Health Claims: Claims that CBD and/or derivatives of CBD may be used to cure, treat, or aide in health conditions such as inflammation, depression, PTSD, ADHD, cancer, or any other conditions are not allowed. All health claims must be removed from your web presence prior to appeal consideration. I also encourage you to visit Square's CBD Program FAQ page > Medical Claims > "What can I say, or not say, about my CBD products?"

4. Manager Escalation: Request to escalate your case to a manager. While the CBD department operates separately, our support team should be able to facilitate communication on your behalf.

We understand the impact this has on your business and are committed to resolving this as swiftly as possible. Thank you for your patience and for being a valued Square Seller.