They need to just give her the $14k immediately and then eat it if it's a problem. Stop processing the transactions going forward or until it's sorted out, but do not steal her money. Also, I found this distasteful:
"I want to clarify that Square is not experiencing a technical glitch. While I cannot speak with you about Monica's individual case, I can tell you that Square's Customer Success team spoke with Monica yesterday, and she now knows the reason"
How incredibly tone deaf to use such a condescending, bullshit phrase as "customer success team" when speaking with the media in a situation where they are clearly failing the customer. A simple "we spoke with her" would do.
"I want to clarify that Square is not experiencing a technical glitch. While I cannot speak with you about Monica's individual case, I can tell you that Square's Customer Success team spoke with Monica yesterday, and she now knows the reason"
How incredibly tone deaf to use such a condescending, bullshit phrase as "customer success team" when speaking with the media in a situation where they are clearly failing the customer. A simple "we spoke with her" would do.