Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify KNOW there is severe problems being caused on many stores since there one page checkout update recently stopping customers from checking out and paying, so we are losing all revenue for over a week now on TWO stores.We have been trying to get support now there is no call or email you have to fight a chat bot to finally get through to a human, who then says how is the problem being caused exactly, so i tell her, she says the script reply oh there is no issues, you look on trustpilot or ******* there are ****s complaining of this issue!!! still says no issues.Ok promises to pass to a tech team to investigate, comes back days later ok tech looked deeply cant find any issues bye.NO there is issyues we still have masses of customers on BOTH stores not able to pay we are losing money this is my business this is how i feed my family!!!!Its a disgrace oh and how is it legal even in canada there is not and never has been a complaints procedure listed on there website anywhere????They are owned now by hedge funds who have squeezed every dollar they can out of it sacking most of the workforce in the last year and NOT fixing issues which they are conbtracted to do i am a paying customer on THERE platform and i am NOT receiveing a set standard of service which is in breach of the contract also!!!

  

  Business Response

  Date: 23/10/2023

  Hi, *************
  
  This complaint, #********, submitted on Oct 3rd, is a verbatim duplicate of the rebuttal you sent in to complaint #******** on October 3rd and October 6th. As such, I point you to our response in that complaint, where we stated:
  
  If you can show any specific details that indicate that your conversion rate can be attributed to anything other than customer choices, please send it to us via regular support channels where we can verify you as the store owner.
  Evidence should include details like:
  * links to abandoned carts where customers have been unable to check out
  * screenshots of error messages that occur during checkout
  * screenshots of customer messages describing any errors at checkout.
  * details of any errors that occurred when you attempted a test order.
  * times and dates when you noticed issues.
  As always, any evidence of errors or malfunction will be sent to the appropriate technicians, and the more detail provided, the more effective and efficient troubleshooting will be. We remain committed to providing a store framework with as few barriers to purchase for merchants customers as possible.
  We can only assist you with store-specific troubleshooting via regular support channels. Please direct any further questions or evidence of issues there.
  
  Our position has not changed since then. You are receiving the services described in our Terms of Service, which you can view here:
  *************************************************************
  
  To summarize our previous interactions, we have:
  * reviewed both of your stores several times with no malfunction detected.
  * sent instructions to you on how to view your conversion rate reports to show that your rates are consistent with past performance.
  * sent multiple requests for evidence of malfunction (several times including details of what kinds of information will be useful) but have not received any of the needed details from you.
  
  To be blunt, screenshots of ********* conversations like those you have uploaded here are not evidence of an issue on your store. 
  
  If you can provide any evidence of malfunction that we can investigate, we will happily do so. If you can provide this, I urge you to send that evidence in a reply to ticket #******** and I will personally ensure it is reviewed appropriately. As soon as we have evidence there is a malfunction on either store, we will help you resolve it.
  
  Until that time, we consider this matter resolved.
  Best,
  ************** | Support Lead

  Customer Answer

  Date: 23/10/2023

   
  Complaint: 20688984
  
  I am rejecting this response because:
  Hi

  Firstly you was looking at the wrong complaint and wrong store which you are trying to cover up now!!!

   

  i have sent screenshots showing vustimers unable to add payment details I have also shown the zero conversion rate to back that up!!!

  Yes ****s of stores have been affected by your disastrous checkout page update why are you lieing about this so all those screenshots are also making it ** in your opinion???? Admit there is a problem for once and fix it as PER TERMS  OF SERVICE!!!

  Sincerely,
  
  ***********************

  

  Business Response

  Date: 31/10/2023

  Hi, *************
  
  Once again, I point you to our response to complaint #********, where we stated:
  
  If you can show any specific details that indicate that your conversion rate can be attributed to anything other than customer choices, please send it to us via regular support channels where we can verify you as the store owner.
  Evidence should include details like:
  * links to abandoned carts where customers have been unable to check out
  * screenshots of error messages that occur during checkout
  * screenshots of customer messages describing any errors at checkout.
  * details of any errors that occurred when you attempted a test order.
  * times and dates when you noticed issues.
  As always, any evidence of errors or malfunction will be sent to the appropriate technicians, and the more detail provided, the more effective and efficient troubleshooting will be. We remain committed to providing a store framework with as few barriers to purchase for merchants customers as possible.
  We can only assist you with store-specific troubleshooting via regular support channels. Please direct any further questions or evidence of issues there.
  
  Our position has still not changed since then. You are receiving the services described in our Terms of Service, which you can view here:
  *************************************************************
  
  Again, to summarize our previous interactions, we have:
  * reviewed both of your stores several times with no malfunction detected.
  * sent instructions to you on how to view your conversion rate reports to show that your rates are consistent with past performance.
  * sent multiple requests for evidence of malfunction (several times including details of what kinds of information will be useful) but have not received any of the needed details from you.
  
  We have specified more than once that screenshots of ********* conversations are not evidence of an issue on your store. You have uploaded more images of ********* conversations here, these are still not usable evidence.
  
  If you can provide any evidence of malfunction that we can investigate, we will happily do so. If you can provide this, I urge you to send that evidence in a reply to ticket #******** and I will personally ensure it is reviewed appropriately. As soon as we have evidence there is a malfunction on either store, we will help you resolve it.
  
  Until that time, we consider this matter resolved.
  Best,
  ************** | Support Lead 
  
  

  Customer Answer

  Date: 31/10/2023

   
  Complaint: 20688984
  
  I am rejecting this response because:
  
  Hi

  1) My first question i want answered truthfully...are you aware of ANY issues affecting some stores when you rolled out the new checkout?

  2)You claim ****s of other shopify stores complaining at the same time ours went rock bottom AT THE SAME TIME after the new checkourt was rolled out is irrelevant? No you are wrong thats is called corroborating evidence...look it up sometime.

  3) As previously sent in to your team here again is the screenshots, 28 days pre checkout updat then 7 days AFTER checkout update and can clearly see payment details can NOT be added by 158 customers...

  4) We HAVE lost a significant amount of sales revenue down to the checkout update and seek compensation.
  

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify has not paid out the proceeds of sales made on their platform. They sent emails saying that my payment account needs to be verified, but did not give instructions on how the information sought or how to provide that information.I chatted with support on two occasions but that was unsuccessful. The support agents on chat know nothing, and even with an escalated ticket, there is no communication about this issue.

  

  Business Response

  Date: 04/10/2023

  Hello Hope, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you were having an issue with your account verification. 
  

  I have spoken with our Account Verification team and see that they have worked with you directly on the last steps to verify your account. The funds are now in transit to your account. If you have any other questions or concerns please do not hesitate to contact us through our Support Channels. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:01/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My email was obtained without my knowledge or approval and is being used to send me spam. This violates the CAN-SPAM act subject to penalties of up to $50,120. As *** never created an account, and to do so Im forced to agree to your TOS that permits solicitation. And you force creating account in order to reach support. This is a scam.My next step will be filing with CAN-SPAM as this violates my rights. It will not be tolerated. There is no unsubscribe link.

  

  Business Response

  Date: 02/10/2023

  Hello *****, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you are getting unwanted emails from **. 

  I have gone ahead and put your email address into our system to remove it from any lists that it may be on in our database. I have not found the email provided here on any list, is it a different email address that you are getting emailed to?
  

  To continue the conversation and to make sure that I can get your email removed from our databases I have sent you a separate email which you can reply to and have direct contact with me. 
  

  Regards 
  *****
  

  
  

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 20680766
  
  I am rejecting this response because:
  

  I provided pictures. Its the same email provided here. You claim to have removed me from all lists, then say you cant find me in any lists.

  That makes no sense, and still doesnt excuse making it impossible for anyone to reach support without forcing them to create an account and accept your TOS giving permission for solicitation.

  Id imagine the system you can access is for registered members. Ive never had an account.

  What youre doing is a scam, and no one should have to file a complaint with the BBB as the only avenue to reach support.

  I will respond to the ticket/email you just sent, but will not close this complaint until that is completed and the end result is posted here for the public.

  Sincerely,

  ***********************

  

  Business Response

  Date: 03/10/2023

  Hello *****, 
  

  Thank you for coming back to me. I have gone ahead and added your email to the removal database. This should have triggered one last email to fully delete your email account off our systems. If you have a look in your email and follow the steps that will remove your email details completely and you should not receive any more emails from Shopify. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 05/10/2023

  I have received a special unsubscribe link and insured me several searches in all there systems were performed. I authorized them to do so using a special Delete Account link I was sent. In do time, despite never creating an account.
  

   Only in due time will I know of my stolen information was removed entirely  

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:30/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a business website through Shopify. I need assistance with their service. I pay $39 permonth for the service. There is no way to get in touch with customer service to assist with my needs. The only way to communicate is via a chat and they are unable to help. I've spent hours trying to get help from them with no success. I just want to be able to speak with a person from Shopify.It's been over a week since I've been able to log into my account to fulfill, orders update website etc.

  

  Business Response

  Date: 04/10/2023

  Hello *********!
  
  This is ****, an Operations Lead here at Shopify. I just emailed you regarding your request, the ticket number is: 42109633
  
  Looking forward to your reply.
  
  Best,
  
  **** | Shopify Operations Lead
  

• Initial Complaint

  Date:27/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No help at all, I had a customer use ********************** and now I don't know where my money is,I believe they have had a breach because they sent my deposit to my bank but in somebody else's name not even my customers name so I don't know whose name it is but I was also told buy Shopify that they were having problems with shop pay and some people's were not showing up or they were getting mixed up so I'm very concerned that there has been a breach or they have been hacked or something's going on my customers are also concerned and I want to know where my money is now!

  

  Business Response

  Date: 29/09/2023

  Hi ******, 

  
  My name is ***** - I am a Support Lead here at Shopify. 

  
  Thank you for bringing this issue to our attention. Due to the public nature of the BBB I am unable to discuss account details here. I have reached out to the email provided with more information. If you have any questions or concerns please respond to ticket # ******** directly. 

  
  Thanks, 
  ***** | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:26/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started by business with Shopify, and loved everything until they enforced a DMCA copyright claim with no proof. I then reach out by email because NO ONE TALKS THERE IS NO CALL CUSTOMER SERVICE. I have shown proof of ownership, proof of every detail of my work and they still did not take action. They removed all of my work because of this and no one can give me any response as to what they are doing after I showed my proof of ownership. Its sad that they allow someone out of a feud destroy someone elses hard work.

  

  Business Response

  Date: 27/09/2023

  Hello *****!
  
  This is ****, an Operations Lead here at Shopify. I just emailed you regarding your request, the ticket number is: 41925235
  The email was sent to the email address provided on this complaint.
  
  Looking forward to your reply.
  
  Best,
  
  **** | Shopify Operations Lead
  

  Customer Answer

  Date: 27/09/2023

   
  Complaint: 20659382
  
  I am rejecting this response because: this is still open and has not been resolved, I have shown proof of ownership and my work.

  Ticket ID: ************************************

  links are when I started creating

  ***********************************
  This video was 7-21-23
  
  
  
  
  ***********************************
  Yet another video of perfecting 
  the process was 09-22-2022
  
  
  ***********************************
  09-21/2022
  
  
  ***********************************
  05-22-2022
  
  
  ***********************************
  06-25-2022

   

  I have attached my teas, there is no proof of copyright other than her word her link to her copyright is just a symbol but no explanation of copyright. My designs of the laminated paper were made by me and if you see hers they are nothing like mine. I want to know where the copyright is that it is being enforced to this degree. She CAN NOT claim copyright on a laminated paper, she CAN NOT claim copyright on method as stated because my method is not mentioned and she CAN NOT claim copyright on the design because my designs are nothing like hers. where is the claim that you are enforcing? This was done out of a fued this person has with me and Shopify is being used to remove my hard work. I want answers on why this is not resolved? What more do you need??? No one has asked me anything no one has said anything and its so upsetting that this person just had to file a claim to get my work taken down but here I am showing proof and I cant even get a response as to what exactly is being enforced when the evidence proves I am the owner!!!?!?

  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 28/09/2023

  Hello *****!
  
  This is ****, I have replied to your email on ticket ******** with additional information to move forward on this. We understand how important this is for you and your store.
  
  Best,
  
  **** | Shopify Operations Lead
  

  Customer Answer

  Date: 29/09/2023

   
  Complaint: 20659382
  
  I am rejecting this response because: you said nothing, you are basically sending me to the same ticket no one is responding to they already have everything and no one is responding including you. I honestly dont know what else to do because no one is answering my questions! If you are going to enforce this claim I have every right to know why with proof! 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 29/09/2023

  Hello *****,
  
  **** here, thanks for sending additional information our way.
  
  We want to help you resolve this issue and the reason we redirected you to that ticket, is because theres a team already working on it,  and because of authentication and security purposes. I also have looped in the team with the information you provided in ticket ********, they are still reviewing the information submitted.
  
  If you have additional questions, dont hesitate to reply to ticket ********, but we will need to authenticate your identity, for security reasons. You can do this by replying to the email from the email address on your store, you can CC the email address and reply from there.
  
  Best,
  **** | Shopify Operations Lead
  
  

  Customer Answer

  Date: 29/09/2023

   
  Complaint: 20659382
  
  I am rejecting this response because:
  Again, you are not answering me. I want to know where the proof of the claim is? Obviously you dont just go around sending these out so where is the proof of the claim your are enforcing? Its so simple just give me proof of the claim? Not what she said but proof of why the is claim is being enforced!
  Sincerely,
  
  *******************

  

  Business Response

  Date: 03/10/2023

  Hello *****,
  
  This is ****, who have been looking into this for you. 
  
  We understand how important this is for you and your business, as previously mentioned, theres a team handling your case and due to the sensitive nature of the request and because of security and authentication purposes, all questions regarding this needs to be submitted to ticket 5d8f96c1-d0e1-4e60-a0d9-dcf57b42f9bc, all replies to that ticket goes directly to the team that has been working on your case.
  
  Best,
  **** | Shopify Operations Lead
  
  

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 20659382
  
  I am rejecting this response because: I received no answer. No one is providing proof, and I can see no one plans to provide it. Its sad because if I wasnt a small business this would not have happened. You would have a lawsuit on your hands for enforcing something without proof, but because I am merely a small insignificant human trying to get by you take advantage and give me the run around. Shopify should at least have the respect to provide some service, but again all you care about is the money.  Each and every email is kept. I can only hope that the bbb does get involved in this because this is wrong..
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:26/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify locked my account due to suspected fraud which wasnt the case. The bank did an investigation into the expenses and ruled in my favor however I cant access those funds because they are held in reserve. I keep trying to speak with people however they have no ********* to speak with. I cant access my account because its locked and they keep asking me for a pin that I can or access

  

  Business Response

  Date: 27/09/2023

  Hello *******!
  
  This is ****, an Operations Lead here at Shopify. I just emailed you regarding your request, the ticket number is: 41924998
  
  Looking forward to your reply.
  
  Best,
  
  **** | Shopify Operations Lead
  
  

• Initial Complaint

  Date:25/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has by far been the worse customer service I have ever had. I purchased a theme through Archetype, when I decided to configure my theme I noticed Shopify had closed my storefront URL with zero notice, correspondence or warning. I could no longer use my theme or transfer it because the license was attached to a URL that no longer existed. Both myself and my developer reached out to Shopify and I was told if I repurchased the theme I would be reimbursed for the original theme cost immediately. That was a month and a half ago with zero help, zero resolution and countless hours of chat and emails with advisors that are lacking training and are ill informed. By this point, I have been passed around to at least 10 different advisors being asked to provide the same information over and over because there is no trail of information for the next advisor to pick up from. I have been told to ask Archetype to refund my theme even though it was Shopify who had closed the storefront without notice and for the last 2 years since Shopify has been selling Archetype themes, Archetype is unable to provide refunds, any trained advisor to be aware of this change. I have provided names to both storefronts, followed directions of advisors on repurchasing a new theme and deleted the previous version. Yet Shopify is still giving me the run around, passing me along, not helping whatsoever and holding my refund hostage. Had I known this I would have taken the loss of the first theme, (maybe them shutting down my shorefront without notice was the first red flag) I wouldn't have repurchased a theme and I would have taken my business elsewhere. This is all for a storefront and new small business that hasn't even launched!! What a terrible introduction of what the future could hold. Take your business elsewhere. It's not worth the effort, endless hours, distress over just trying to run your business through this site. Terrible.

  

  Business Response

  Date: 01/10/2023

  Hi *****, 
  

  My name is ****, I am a Support Lead here at Shopify. 
  Thank you for reaching out and giving us information on your recent experience with our Support. I have taken a look into your request and can see the open tickets which outline next steps in the theme refund process. With that being said, I can see there are developer account ownership settings which are preventing you from receiving the support needed for the original store that purchased the theme. 
  Given the public nature of BBB, I have sent through a private email to discuss next steps towards a resolution. 
  

  I look forward to working with you. 
  **** | Shopify Support Lead
  

  
  

• Initial Complaint

  Date:22/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 21, 2023 a charge of $42.74 appeared in my bank statements from the online company Shopify. I could not speak to an actual person. But received a response from a Messenger bot explaining that, even though I canceled my account over two months ago, I could still be charged for other things. Now my concern is, being charged again for other things, for accounts that no longer exist. Id like the $42.74 returned to me, and no further transactions or contact from the Shopify company thereafter,

  

  Business Response

  Date: 03/10/2023

  Hi *******, 
  
  My name is ****, I'm a Senior Lead here with Shopify. I understand you are reaching out in regards to your Shopify store that you are still receiving charges for.
  
  Due to the public nature of the BBB I am unable to discuss account specific details here and for that reason I will email you directly to the email address you have provided, and we can continue the conversation.
  
  Kind regards,
  **** | Senior Lead
  
  

  Customer Answer

  Date: 25/10/2023

   
  Complaint: 20641510
  
  I am rejecting this response because:

  Shopify keeps automatically charging me for services event though I cancelled all accounts with them back in August. I have not been able to speak with anyone on the phone. I've notified my bank to have my debit card account closed, but I'd like a total refund for both charges from Shopify.

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 25/10/2023

  Hello *******,
  
  This is **** again, Thank you for your response.
  
  As mentioned previously, due to the public nature of the BBB I am unable to discuss account specific details here and for that reason I will email you directly to the email address you have provided, as I will need a few further details to assist you with your request. 
  
  Kind regards,
  **** | Senior Lead
  
  

• Initial Complaint

  Date:21/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a Shopify online website for 5 years now. They were unable to take my monthly subscription payment for the past month. I went to pay the outstanding amount on 9.16.23 to have it declined due to "maximum threshold attempts reached". Shopify had tried 13 times to access my bank account to retrieve their payment. A little excessive is it not. After a few failed attempts, they should have reached out to my business via an email. Now I cannot access my store as they have frozen it.I have been dealing with Shopify since 9.17.23 to today's date 9.21.23 with no solution. They have over and over implied that it is my bank declining the payment. I personally spent two hours speaking with different departments at the Scotiabank including their ********** to ensure, they haven't blocked them as "spam". My account was given the all clear with other businesses able to withdraw their money.I have asked for someone to email me directly so I have one contact to deal with not their advisors and getting the same, "I understand". No they do not understand.I have asked for a telephone number to speak with someone and informed they DO NOT call anyone. Unacceptable! My online store is being held for ****** by them. I was told I can pay my bill by either 1) another credit card; 2) paypal; 3)google pay; 4) apple pay. I only have that one credit card to pay and the funds are there.This is totally unacceptable for a business to operate. I've asked to etransfer or have a payment link sent so that I may pay. Nothing. Silence, they will not resolve my issue.

  

  Business Response

  Date: 25/09/2023

  Hello ****,
  

  ****** here, an Operations Lead at Shopify.
  
  We appreciate you raising your concerns about your account billing. To address your specific concerns and delve into the details of your recent invoice and payment methods, I will reach out to you via email using our secure channels. This will allow us to have a more in-depth discussion about your account details.
  

  Thank you,
  ***********;