Square Business Data Issue

[castironcrewva]

Hello Square Community,

I wanted to bring something critical to everyone's attention that Square is unable or unwilling to resolve related to business data being passed to American Express Merchant Services.

Our restaurant setup a square account in October to take order off site. Shortly after we did that, we began receiving calls and emails from folks all across the country saying they had charges from our restaurant on their American Express accounts. That they had never been to our location or even our state. This has gone on for months now, with dozens of calls and emails a day with angry or irate or concerned customers of other businesses saying they have charges from our business. They even send screenshots of these charges noting our location and name on their amex account.

We alerted Square to this issue, and so far they've provided no solution at all. Contact Amex they say, to which Amex says Square is the processor and they're passing this data to Amex so Square must resolve it. Square says its a geofencing problem that sometimes happens, but these people have never been near our establishment and the rate of calls and emails really demonstrates it could not possibly be this. 

So I'd say to everyone as a cautionary tale after months of fighting with Square on this problem that they lack sufficient data security and integrity and I would not recommend using them as a processor as your data may be leaked due to incompetence internally. 

They have never let me speak to anyone, they won't contact American Express Merchant Services as Amex suggested to me they do. They won't check and update their global merchant services file to pass the right descriptors as American Express said they should do. And my staff and I, a small business, have to deal with hundreds of calls and emails a week regarding this issue.

American Express has confirmed this data is coming from Square. Yet Square is insisting it cannot resolve it. As the processor for us, Square is the only one that can. I am not able to do anything but suffer the consequences. Obviously, this is unique otherwise no one would use Square for payments.

If anyone else has experienced something similar, I'd love to know how you resolved it or if you're still experiencing it!