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:07/10/2025

  Type:Customer Service 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.

  Business did not state payment would be held for 7 days. Holding $9,000, plus $325 fee. **************** of no help

  

  Business Response

  Date: 07/11/2025

  Stripe confirms that it has received the complaint filed on July 10, 2025, reference number ********. Were sorry to hear about the Complainants experience and are currently investigating their complaint. In order to protect the Complainants information, Stripe will issue its response to the Complainant directly via email.

• Initial Complaint

  Date:07/09/2025

  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.

  I am a small home improvement business located in ******* *******. I use an estimating/invoicing program called Joist. Joist recently partnered with stripe to take payments for the company's from clients. I received two payments, one for $893.69, and another for $7,712.43. I got an email stating my account was being closed due to a high risk. This was on May 27th. They have held the funds, will not release them, or refund them to the customers. I have emailed them 30 plus times about this money that has been sitting. They've emailed me back twice, the last time 3 weeks ago saying they are looking into it. I have emailed daily and am getting completely ignored. My clients need to be refunded, I am a small business and cannot just eat over $8,000. This has gotten ridiculous, i cannot get anyone on the phone whatsoever, and my emails are going unread or ignored with no response. Getting these refunded to the clients is critical for them and our small business.

  

  Business Response

  Date: 07/11/2025

  Stripe confirms that it has received the complaint filed on July 09, 2025, reference number ********. Were sorry to hear about the Complainants experience and are currently investigating their complaint. In order to protect the Complainants information, Stripe will issue its response to the Complainant directly via email.
  

• Initial Complaint

  Date:07/09/2025

  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 a stripe account and my account was suddenly frozen due to a reported suspicion but there were no details provided. I have funds in the global deposit account and they are being held without explanation while the issue is "investigated". It has been two weeks and all I am asking for are my funds to be released so I can close my account and take my business elsewhere and the support representatives are now ignoring my messages. There is no possible reason for this delay and none has been given.

  

  Business Response

  Date: 07/10/2025

  Stripe confirms that it has received the complaint filed on July 9, 2025, reference number ********. Were sorry to hear about the Complainants experience and are currently investigating their complaint. In order to protect the Complainants information, Stripe will issue its response to the Complainant directly via email.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23574473
  
  I am rejecting this response because:

  I have been told that the issue is being investigated and someone will get back to me for 17 days. The delay here is beyond senseless. Withholding funds for no reason is beyond unreasonable and should not require any investigation. The funds are mine, there is no dispute to be had here. Once the funds are transferred to the linked checking account, this matter will be resolved and I will close the Stripe account. The delay in this action is entirely ridiculous. 

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

  Customer Answer

  Date: 07/10/2025

  This e-mail is to notify you that you currently have a new message with BBB in regards to complaint #********. -- The business contacted me directly. In their response, they denied my claim and explained that the amount held in my escrow account cannot and will not be released without further explanation. They are willfully stealing money from me under the guise of a terms of service violation. They have no way to discuss matters with a human being. They repeat the same thing over and over that they are "investigating" and now they are stating that because of some perceived violation, they can simply steal money from me. I am not satisfied with their response in any way.

  Sent from ***** ******** (****************************)

  
  

  

  Business Response

  Date: 07/11/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on July 10, 2025.

  Customer Answer

  Date: 07/11/2025

  I have received a reply from Stripe and they said that they are firm in their decision, but have still not explained anything. They say that I violated a section of the services agreement but dont say which one or how, but as a result of it, its too high risk to refund money. Its literally insane. 
  

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23574473
  
  I am rejecting this response because:

  Stripe continually responds with the same message, which says that my account has been deemed high risk and as such the funds in my escrow account cannot be refunded. There is no explanation as to what risk factor has been used and why holding the funds is necessary. 
  

  Stripe is stealing ***** from me and is trying to justify it by saying that there is a risk factor but never explains what that might be or how to rectify it - this is outrageous behavior and is actually shocking. 
  

  Stripe has said their position is final and they are going to steal the money and there is nothing I can do about it. 

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

  

  Business Response

  Date: 07/15/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on July 10, 2025.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23574473
  
  I am rejecting this response because:

  The Company has withheld nearly $4,000 of my funds without explanation other than "It is too high risk". There has been no clarification as to how the risk was determined, how it was violated, how I can remedy it, or in what manner I can have access to my funds. They have simply said that it is too high risk at this time to return my own money to me. This money deposited by me from my own account. There is no explanation of any manner of how to resolve this, and they are holding my funds hostage or outright stealing them. Their response has been to say that the matter is closed and that I should read their website for their policy, which says nothing about this scenario. 

  This is wildly unprofessional and borderline criminal.

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

• Initial Complaint

  Date:07/03/2025

  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.

  We have an ongoing issue with Stripe regarding the funds in our main and sub-accounts being frozen. Initially, Stripe responded to our inquiries, but since thenover the past monththey have completely stopped replying to our messages. The few responses we did receive were irrelevant and did not address our concerns. We have repeatedly requested clarification on the reason for the fund freeze and the delay in communication, but Stripe has neither provided a clear explanation nor taken steps to resolve the issue.This lack of response and transparency has caused significant disruption to our business operations. We request that Stripe immediately release our frozen funds, provide a clear and reasonable explanation for their failure to respond, and compensate us for the losses incurred due to this delay.

  

  Business Response

  Date: 07/07/2025

  Stripe confirms that it has received the complaint filed on July 03, 2025, reference number ********. Were sorry to hear about the Complainants experience and are currently investigating their complaint. In order to protect the Complainants information, Stripe will issue its response to the Complainant directly via email.
  

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23555819
  
  I am rejecting this response because:

  We do not accept Stripes response, as it fails to address our core concern the legitimate disbursement of our frozen funds. Our last successful transaction was on August 30, 2024, which means it has been nearly one full year since the last transaction was processed. Stripe cite Section 5.6 of their ***************** Agreement as the justification for indefinitely freezing our balance. However, after reviewing this section in full, we find no clear language permitting permanent withholding of funds.
  
  Our account processed only around $4,000 USD in total volume, and had just one chargeback, which reflects a chargeback ratio of less than 1% well within acceptable risk thresholds. All transactions were legitimate, fulfilled, and delivered, and we are ready to provide supporting evidence upon request.
  
  We find it completely unjustified and unreasonable for Stripe to treat our account as high-risk and continue withholding our balance indefinitely without a clear path to settlement. As industry standards typically allow for release of funds after 180 days, we have already waited well beyond this timeframe in good faith.
  
  For reference, here is the response we sent directly to Stripe:
  
  "We must clearly state that we do not accept the justification that our account is considered 'high-risk' and that our funds should remain withheld indefinitely. [] We respectfully demand that Stripe:
  
  Releases the full remaining balance in our account immediately, or
  
  At a minimum, releases 80% now, with the remaining 20% to be released by August 30, 2025. []
  
  We urge your team to take this matter seriously and to provide a direct, specific, and relevant response. We are not requesting reinstatement of the account or renewal of services. We are solely requesting the lawful disbursement of funds that belong to us."
  
  Until now, Stripe has failed to provide a valid explanation for why our balance has been indefinitely withheld or forfeited, in the absence of any clear contractual clause permitting such action. Therefore, we respectfully request that the BBB keeps this case open, and we will also pursue further regulatory complaints and arbitration to protect our rights. Thank you.
  
  Sincerely,

  *** **

  

  Business Response

  Date: 07/08/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on July 07, 2025.
  

• Initial Complaint

  Date:07/03/2025

  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.

  After having zero problems since opening my Stripe account, I got an email this morning stating that my recent payments will be delayed until 7/16 because one of my recent charges are at risk of being fraudulently disputed. I immediately spoke w/ their customer support *** who told me that because yesterdays charge of $370 will potentially be disputed by the customer ******************** is delaying the payment for next week until 7/16. He said a declined payment triggered the fraud alert. I informed him that yes a customer, my mother who Im named after btw, had a charge for $120 on 7/1 that declined when she tried to use 2 different cards. I dont understand why that charge declining on July 1 triggered this delay in another charge. I started this small business to help pay for my chemotherapy appointments that I mostly pay out of my own ********** desperately, desperately, desperately need my payments for next week to be on time for next weeks appointment. This is very unfair & my life literally depends on this extra money I make doing my baking, etc for my family, friends, & church members. PLEASE, because I cant miss my appointment!

  

  Business Response

  Date: 07/03/2025

  Stripe confirms that it has received the complaint filed on July 03, 2025, reference number ********. Were sorry to hear about the Complainants experience and are currently investigating their complaint. In order to protect the Complainants information, Stripe will issue its response to the Complainant directly via email.
  

  Customer Answer

  Date: 07/06/2025

   
  Complaint: 23552117
  
  I am rejecting this response because:

   

  Just confirming that we finally realized what the issue was on ***********s side that mightve also triggered this. I just responded to the Stripe dispute email link. Submitting it below as well

   

  This charge was disputed on accident & immediately closed/canceled once realized. The wrong charge on that card for that date was disputed due to a mistake on ***********s end & CO has confirmed twice, including during a 2nd call to confirm this afternoon that the case has been closed. ****** is the *** who was spoken to by my mother. Stripe should receive papers soon from *********** that the case was CLOSED days ago.

  
  Sincerely,
  
  Erica 

  

  Business Response

  Date: 07/09/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on Juky 04, 2025.
  

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23552117
  
  I am rejecting this response because:
   
  This issue has still not been resolved.

  The *********** dispute has been canceled and though they have confirmed that the charge has been rebilled to Stripe already, Stripes customer service representatives continue to be horribly rude and racist towards me. Theyve held my money for days over a mistake that was not my fault, for a charge thats not even the charge that was disputed. The way theyve treated me has been unbelievable.

  Sincerely,
  
  Erica 

• Initial Complaint

  Date:07/03/2025

  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.

  Stripe has cost me to lose over $2000 in service provided to customers I provided catering service for two different events used stripe to send invoice customers paid invoice and payment was successful through stripe after I hosted event stripe than falsely said the both service was unauthorized which was 100% incorrect neither customer filed an unauthorized charge dispute I have proof of that stripe than refunded the customers after I had already hosted event ******************** returned over $2800 to customers so my business and employees went unpaid even thought customer approved payment and payments went through.. there was one last customer who paid a deposit of $75 whom service I cancelled which was yet to be completed after stripe stole the $2800 from my non profit and service I knew to just have customer pay in cash which customer agreed on this latest service to do it all in cash and I told customer ******************** would refund them like they did the other customer whom never ended up paying me back in cash after stripe withhold and stole the 2k the customer who paid $75 was one whom did not get his refund I have emails from stripe stating to me they will not engage in convo with me $75 deposit which doesnt seem like a lot but for a non profit that has already lost over $2000 to theft of stripe we cant afford to ditch out $75 as a lost when the stripe has the money in the account why ******************** chose to refund the other two payment totaling 2800k? But keeping the 75$? Im not sure stripe told me even after the payment cleared they would keep the funds and they would not be released to me I have proof of that as well moral of the story stripe stole $2800 refunded it back to customer who never filed a dispute with there bank or stripe but refused to refund the $75 back. Stripe owes me $2783.00 for service that was provided but later refunded on strips behalf only not customer or customer bank request also ********************* owes 75$ to customer they are still holding who didnt receive service

  

  Business Response

  Date: 07/04/2025

  Stripe confirms that it has received the complaint filed on July 03, 2025, reference number ********. Were sorry to hear about the Complainants experience and are currently investigating their complaint. In order to protect the Complainants information, Stripe will issue its response to the Complainant directly via email.

  Customer Answer

  Date: 07/05/2025

   
  Complaint: 23551694
  
  I am rejecting this response because: I believe each stripe worker is non fluent in reading English stripe once again email me saying they are closing my account but not once have I cared or ask stripe to not close my account this complaint was never about my ***** closing I want stripe to read this last part slowly and try there best to truly understand what this is about! Stripe refuses to refund customer whom service I canceled and did not service there $75 fee Ive trys refund them many time as the money is still in stripe even stripe informed me they would refund customer June 25th today is July ******** customer still have not got a refund ******************** needs to refund customer $75 that was paid to my non profit stripe account 
  
  Sincerely,
  
  ******* F

  Customer Answer

  Date: 07/09/2025

  Ive attached photos of the replies stripe has been sending me in reply to bbb complaint please tell me Im not crazy!? They are talking about the closure of my account but this complaint is not about my stripe closing Im 100% okay with account closing but I am not okay with the 75$ payment being held by stripe after they said they would refund the payment back and not giving me the choice to refund the payment instead they are allowing the 75$ to sit in my stripe account 

  Customer Answer

  Date: 07/10/2025

  Ive sent my first and last name twice once yesterday July 9th 2025 and again today lets please move forwards with the issue. 
  

  First name :*******

  last name :********

   

  stripe is still withholding 75$ that is in stripe account not allowing me to refund or withdraw I would prefer stripe to refund payment as you see in pics Ive tryd to refund payment but stripe is not allowing me stripe has also state June 25th 2025 they would start the refund which they failed to do this case could be closed if they would simply refund the 75$ payment paid to non profit see pics for ref 

  

  Business Response

  Date: 07/11/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on July 04, 2025.

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23551694
  
  I am rejecting this response because: I have a 75$ payment sitting on stripe account from a customer the payment has cleared and is available on my stripe account but I am unable to refund payment because stripe is not allowing me I am asking stripe to refund customer the 75$ payment sitting in my ******************** account customer is entitled to a full refund that is available in my stripe account and only ******************** have the control to refund the $75 payment 

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

  

  Business Response

  Date: 07/15/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on July 04, 2025.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23551694
  
  I am rejecting this response because: Stripe has not provided no further information on there card processing side on to why a customer whom paid through ******************** processing requested a refund nonprofit was unable to log into the stripe account a click process the refund back to the customer whom requested a refund and was entitled to a refund from the non profit whom also agreed to refund the pay customer ******************** is yet to allow the process and refund to reach the customer original payment method  it is going on 30days still no refund from stripe to the Pay customers original payment method a total cost of $75 below our pictures listed of the transaction, identification numbers, date of transaction how the transaction was processed which Stripe improve the Stripe is withholding the customer refund I am seek that ******************** stop withholding a paying customers refund and refund the the 75$ payment as requested by business and customer 
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:07/02/2025

  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.

  Business Name: Stripe, Inc.Location: ***************** (Stripes HQ)Complaint:I used Stripe as a payment processor for my business and completed a legitimate sale on June 4, 2025, for $1,500. The customer financed the purchase using Affirm through Stripe, and the product was delivered without issue.Shortly after, Stripe informed me that Affirm would no longer be supported on my account, but assured me it would not impact any existing payouts. A few days later, they abruptly canceled my account due to liability concerns and placed a hold on all my funds.I provided Stripe with every document they requested:Proof of shipment and delivery Proof of inventory Business tax ******* statements Invoices for the product sold Despite being fully compliant and transparent, they are still holding my funds with no valid explanation. I have attempted to reach out multiple times, and they have either ignored my follow-ups or sent vague, dismissive responses.This is unacceptable. Stripe is withholding $1,500 of my business income without cause. I am simply asking for the funds I rightfully earned to be released. Their handling of this matter has been unprofessional and unfair, and it is harming my small business.Desired Resolution:I want Stripe to immediately release the $1,500 they are holding and formally close my account if they choose not to support my business going forward.

  

  Business Response

  Date: 07/03/2025

  Stripe confirms that it has received the complaint filed on July 02, 2025, reference number ********. Were sorry to hear about the Complainants experience and are currently investigating their complaint. In order to protect the Complainants information, Stripe will issue its response to the Complainant directly via email.
  

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23546452
  
  I am rejecting Stripes response because it fails to address the core issue: they are holding $1,500 of my businesss money from a legitimate sale, despite full compliance on my end. The customer received the product, there were no disputes or chargebacks, and I submitted all the requested documentation including business verification, inventory proof, shipping confirmation, and bank statements.
  
  
  Stripe initially said the change in Affirm financing would not impact payouts. Shortly after, they permanently deactivated my account citing liability without any specifics or fair chance to appeal. Their claim that funds will be refunded to customers is misleading my customer has not received a refund and has even confirmed they are satisfied with the purchase.
  
  
  Stripes refusal to release my payout, provide detailed reasoning, or communicate further is unacceptable. This is not only unethical it borders on theft. Im asking the BBB to hold Stripe accountable and demand they release the $1,500 owed to me for a product that was successfully delivered and not disputed.
  
  
  
  Sincerely,
  
  ******* ********

   

   

  

  Business Response

  Date: 07/03/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on July 03, 2025.
  

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23546452
  Thank you for your response, but I am once again rejecting it, as it remains vague, contradictory, and unresolved.
  
  
  Stripe claims my account poses a high level of risk, yet has failed to identify any specific activity or violation to justify that designationdespite my submission of comprehensive documentation, including:
  
  
  Business registration and tax ID
  Bank statements
  Product inventory and shipping confirmation
  Proof of delivery
  Customer communication confirming receipt
  
  
  
  
  If my account was truly high-risk, why did Stripe allow the transaction to process in the first place? The sale went through, the product was delivered, and only after that did Stripe take actionthis timing feels strategic and deeply unfair.
  
  
  Stripe has also now stated twice that the customer would be refunded within 5 days. Its been over a month, and no refund has been processed. The customer has not requested a refund, and no dispute has been filed. So why are my funds still being withheld?
  
  
  To make matters worse, Stripe is now claiming they may refund the customer without requiring the product to be returnedwhich essentially gives the customer a free $1,500 product at my expense. That is not a legitimate business practice by any standard and creates serious ethical and legal concerns. If Stripe believes the transaction should be reversed, then a product return should be required.
  
  
  It appears Stripe is using generalized risk language as a loophole to withhold funds without transparency, accountability, or due process. Citing your Services Agreement does not excuse the failure to follow fair, consistent proceduresespecially when your internal actions contradict your own timelines and standards.
  
  
  I am requesting the following:
  
  
  A specific explanation of the exact risk factors that triggered account termination
  Immediate proof that the customer was refundedor immediate release of my funds if no refund occurred
  A final resolution with accountability for the misleading 5-day refund timeline
  Confirmation that no refund will be issued without requiring return of the product
  
  
  
  
  I remain open to resolution, but copy-paste responses without real answers or next steps will not be accepted.
  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 07/11/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on July 03, 2025.
  
  

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23546452
  
  I am formally rejecting Stripes latest response.
  
  
  Saying they have no further information to share is not a resolutionits an evasion of accountability.
  
  
  Stripe is still withholding $1,500 from a completed, legitimate transaction where:
  
  
  The product was shipped and delivered to the customer
  No dispute was ever filed by the buyer
  Stripe promised a refund within 5 days but failed to deliver
  The customer was never asked to return the item
  I submitted all required documentation (business verification, shipping proof, inventory photos, bank statements)
  
  
  
  
  Stripe has not identified a specific risk or violation to justify holding my funds. They are refusing to return the money or force a return of my product, leaving me at a complete loss.
  
  
  Im requesting that this case be escalated within the BBB, and I will be pursuing complaints with the ************************************ (****) and my state attorney general if this matter is not resolved.
  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 07/13/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on July 03, 2025.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23546452
  
  I am rejecting Stripes response for the third time.
  
  
  Their repeated, copy-paste replies with no new information prove they are deliberately avoiding accountability. This is not a genuine attempt to resolve a complaintits a stall tactic.
  
  
  Stripe has:
  
  
  Refused to explain why my account was labeled high risk after processing a legitimate $1,500 sale.
  Withheld funds after the product was shipped and delivered, with no dispute or refund request from the customer.
  Provided no proof that a refund was issued and has not required the customer to return the $1,500 product.
  Ignored the extensive documentation I submitted: tax ID, business registration, proof of delivery, and photos of inventory.
  
  
  
  
  Worse, Ive now come across numerous similar complaints online from other small business owners. Stripe is consistently freezing payouts, closing accounts with vague risk claims, and holding money without issuing refunds or offering recourse. This appears to be a pattern of unethical and possibly fraudulent behavior.
  
  
  This is not just poor serviceits predatory.
  
  
  I urge the BBB to escalate this case. Stripes actions are harming small business owners and their refusal to engage in good faith suggests a systemic issue that must be investigated.
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/30/2025

  Type:Customer Service 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.

  Dear Better Business Bureau, I am writing to file a formal complaint against Stripe, Inc., a payment processing company, concerning the abrupt closure of my account and the withholding of my funds for a period of 120 days without sufficient explanation or transparency. I was using Stripe to process payments for my marketing agency. On or around June 1, 2025- June 30, 2025. I received a notification from Stripe stating that my account had been closed due to a violation of their terms of service. The notice was vague and did not provide specific information about what policy was allegedly violated. In addition to closing the account, ******************** has withheld the balance of my funds totaling approximately $1879.90 and stated that they would hold this money for 120 days. This has had a significant negative impact on my business operations and cash flow. I have made multiple attempts to contact Stripe for clarification and to request a faster release of my funds, but their responses have been generic and unhelpful, failing to provide any resolution or meaningful justification. As a small business owner, I believe this practice is both unfair and harmful, particularly when there is no transparent dispute or evidence of wrongdoing on my part. Holding funds without clear communication or recourse leaves customers like me vulnerable and financially exposed. I am requesting the **** to investigate Stripes handling of account closures and fund withholdings, and to help ensure that consumers and small business owners are treated fairly and with transparency. Enclosed are copies of relevant correspondence between myself and Stripe, including the account closure notice and any related messages. Thank you for your time and attention to this matter. I am happy to provide any additional information you may need to assist with your investigation. Sincerely, ****** ******

  

  Business Response

  Date: 07/02/2025

  Stripe confirms that it has received the complaint filed on June 30, 2025, reference number ********. Were sorry to hear about the Complainants experience and are currently investigating their complaint. In order to protect the Complainants information, Stripe will issue its response to the Complainant directly via email.
  
  
   

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23540242
  
  I am rejecting this response because:

  Thank you for forwarding Stripes response to my initial complaint. I appreciate the opportunity to provide additional clarification.

  While Stripe has cited a violation of their Terms of Service as the reason for closing my account and holding my funds, they have failed to provide any specific information or evidence regarding what policy was allegedly violated. The vague, boilerplate language used in both their original notice and their response to this complaint is not sufficient justification for withholding nearly $1,900 of my business revenue for 120 days.
  I am not disputing Stripes right to enforce their terms. However, I respectfully assert that the lack of transparency, meaningful communication, or due process is unacceptable particularly when the action taken directly affects my ability to operate my business and fulfill client obligations.
  

  My requests are reasonable:
  A specific explanation of the alleged violation that triggered the account closure.
  

  An immediate reevaluation of the 120-day fund hold, as there has been no indication of chargebacks, disputes, or other risk-related activity that would justify such an extended delay in releasing my funds.
  Direct access to appeal or escalate the matter with someone who can provide substantive answers, not automated replies or scripted responses.
  

  As a small business owner, the withholding of nearly $1,900 has caused material hardship. Stripe's position while legally protected under their user agreement undermines the spirit of fair business practices and accountability. I am not asking for preferential treatment only for fair and timely access to earnings that are rightfully mine, absent any demonstrated risk or outstanding disputes.
  I respectfully request that the BBB urge Stripe to reassess their decision and consider the early release of the full balance of $1,879.90. If Stripe is unwilling to do so, they should at least be required to clearly justify why a full 120-day hold is necessary in this specific case.
  Thank you for your continued support in helping small business owners receive fair and transparent treatment from financial service providers.
  
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/03/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on July 02, 2025.
  

• Initial Complaint

  Date:06/29/2025

  Type:Sales and Advertising 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.

  Hello, I am emailing you guys regarding to my stripe account with the email address ************************** I have refunding customers on ****** because you guys are the payment processor and they said its been weeks and they havent received their refunds. You guys closed my account due to a high risk of customer disputes, which is ridiculous. If I get any disputes its because of you guys because I am trying to REFUND them their money!!!! Please refund them and process every single transaction on that account their refunds please.

  

  Business Response

  Date: 07/01/2025

  Stripe confirms that it has received the complaint filed on June 29, 2025, reference number ********. Were sorry to hear about the Complainants experience and are currently investigating their complaint. In order to protect the Complainants information, Stripe will issue its response to the Complainant directly via email.
  
  
  

• Initial Complaint

  Date:06/27/2025

  Type:Customer Service 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 signed up for a Stripe Business account but have not been able to utilize this account due to ******************** saying that they cannot verify my identity. I am wanting to close the account because after attempting to contact support, submit my ******** account, etc. I still cannot get approved. Upon trying to close this account which I HAVE NEVER GOT TO USE, I was denied due to a $7.00 charge to my account for having the account. I do not want to have to pay for an account which I cannot even utilize. I want to close the account without having to pay the fee.

  

  Business Response

  Date: 06/30/2025

  Unfortunately, we are not able to locate any accounts registered to the Complainant as Company Representative. Stripe requests that they resubmit their complaint via ********************************************************************** the information found on their Stripe account. Please note that privacy is very important to Stripe and therefore we will never release information to parties not authorized on the Stripe account.