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:05/02/2025

  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 ***** ******** paid for my bank account through my ******************** account to my own company *************** $1,900 stripe as a payment processor was supposed to take the 1900 and then pay it to my organization $1,900 they have kept it for almost a year now and basically said that they tried to refund the 1900 which they didn't and then since they couldn't refund it to ***** ******** who is me they also can't verify my company for some reason so they're not willing to pay the $1,900 to my company in which ***** ******** myself is the president CEO and sole owner of and they just think that they get to keep the 1900 to themselves.

  

  Business Response

  Date: 05/05/2025

  Stripe confirms that it has received the complaint filed on May 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. 

• Initial Complaint

  Date:05/02/2025

  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.

  Complaint Against Stripe for Withholding $32,823.35 No Response for Over a ************ Name: Stripe, Inc.Account ID: ********************* Amount Withheld: $32,823.35 Date of Account Closure: February 2024 Your Name: Daud Complaint Description:Stripe closed my business account in February 2023 and has been holding $32,823.35 in earned revenue ever since, with no valid explanation or resolution.I resolved all disputes in my favor prior to the account closure. There have been no further disputes, issues, or violations for 14 months. I have contacted Stripe support numerous times via email and escalated the matter internally through their Managing Director, ****** *****. Despite that, Stripe continues to withhold my funds without any transparent process or reason.Their last response referred vaguely to Section 5 and 6 of their Terms of Service, which is unacceptable after this long delay with no risk remaining.Desired Resolution: I am requesting immediate release of my funds $32,823.35 and a written explanation. Stripes behavior is unfair, unethical, and highly damaging to small businesses like mine.

  

  Business Response

  Date: 05/05/2025

  Stripe confirms that it has received the complaint filed on May 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.
  

• Initial Complaint

  Date:05/02/2025

  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.

  Subject: Formal Demand for Release of Withheld Funds Dear Stripe Team,I am writing to formally lodge a complaint regarding the unjustified Withheld Funds Account ID: [*********************] and the unlawful withholding of my funds. Despite my repeated attempts to resolve this matter, I have not received a satisfactory explanation or resolution from your support team. This situation is unacceptable, and I demand immediate action to Release of Funds.Key Details of My Case:Account Closure: On [2024], my Stripe account was abruptly banned without prior notice or a clear explanation. To date, I have not been provided with a valid reason for this action, despite multiple requests for clarification.Withheld Funds: Stripe is currently holding a balance of [******* $US ] in my account. These funds were earned through legitimate transactions and belong to me. Your refusal to release these funds is causing significant financial harm.Lack of Communication: I have contacted Stripe support on several occasions. via [email/support portal], but I have either received no response or generic, unhelpful replies that fail to address my *********** Demands:Immediate Release of Funds: I demand the immediate release of my withheld funds, as they are rightfully mine and were earned through lawful business activities.Sincerely,************************** ****** ***************** ID: [acct_1PdzAgC62k71XE0B]

  

  Business Response

  Date: 05/05/2025

  Stripe confirms that it has received the complaint filed on May 05, 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:05/01/2025

  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 new small business and i used stripe as a invoice and credic card charging service. I supplied them with all the invoices business licences and all my contact information they took my first transaction ********* and ended all contact with me after they said they would refund the funds back to my customer after 5 days it has been over a month now and I cannot get ahold of anyone there.

  

  Business Response

  Date: 05/02/2025

  Stripe confirms that it has received the complaint filed on May 01, 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:05/01/2025

  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.

  Ive been locked out of my Stripe account for a month. At first I was locked out and a team member asked me to provide identity verification over the phone. I did this and had my account restored but my payouts were disabled. The very next day my account was locked again. Since then, they've requested additional identity verification through document upload 4 times. I complied the first 3 times but they keep asking for additional documentation even though I've already provided my name, address, phone number, social security, bank statements, two selfie photos with me holding my license with today's date. All I've asked for is more information or a timeline for resolution. They've ignored all my requests for information and insist that I continue to provide additional verifications. The communication has been atrocious. I've asked for escalation to a manager twice, which they finally acknowledged a week ago, but I haven't received any reachout and it's well past their SLA. Their last response to me was April 23rd and it's now May 1st. Stripes slow response has done irreparable harm to my business. I haven't transacted or received payments at all since the lockout. Additionally, there's $750 in the account that I needed a month ago that remains stuck in the account.

  

  Business Response

  Date: 05/08/2025

  Stripe confirms that it has received the complaint filed on May 1, 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:04/30/2025

  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.

  Unjustified Account Restriction and Withheld Funds by Stripe ****************** To Whom It May Concern,I am filing this formal complaint against Stripe, Inc. regarding the sudden and unjustified restriction of my business account and the ongoing hold of $4,820.74 in funds belonging to my company, *******************Stripe has placed a 120-day reserve hold on my account, citing elevated risk related to my business transactions. This action was taken without adequate explanation or due process and has significantly disrupted our operations. Here are the facts: My business has processed over 347 transactions since 2021 through Stripe, with a strong record of customer satisfaction.I have had only 1 chargeback in 2025 and 2 in 2023, which were isolated incidents and promptly addressed. Despite this, Stripe has abruptly restricted my account and frozen nearly $5,000 in funds that are rightfully owed to my business. These funds represent payments from legitimate customers and are critical to our inventory purchasing and day-to-day operations. Stripes decision to withhold the funds for 120 days is both punitive and disproportionate, especially considering our consistent transaction history and low chargeback ratio.Stripe has not provided clear details regarding the specific risks they have identified, nor have they offered a reasonable appeal process or person of contact to escalate this matter. Multiple attempts to resolve the issue directly through their support channels have failed, as responses have been generic and unhelpful. This behavior raises serious concerns under the ****-***** Acts provisions regarding unfair, deceptive, or abusive acts or practices (UDAAP), and we believe Stripe is acting irresponsibly by imposing an excessive hold on funds earned through legitimate business activity. Sincerely,******* FAIR Owner, ****************** ************ **********************

  Customer Answer

  Date: 05/01/2025

  This is not a duplicate complaint and is now regarding a new issue as the other one was previously reported has been resolved.

  

  Business Response

  Date: 05/02/2025

  Stripe confirms that it has received the complaint filed on April 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: 05/04/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  I have not received a response to thanks issue. 
  
  Sincerely,
  
  ******* Fair

  

  Business Response

  Date: 05/06/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on May 2, 2025 .
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because: to date I still have not received a response from the business.
  
  Sincerely,
  
  ******* Fair

  

  Business Response

  Date: 05/07/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on May 2, 2025 .
  

• Initial Complaint

  Date:04/30/2025

  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 am filing this formal complaint against Stripe, Inc. regarding their unreasonable withholding of ******** from our account and their failure to adhere to their own stated policies.Stripe suspended our merchant account without providing a clear explanation. This sudden suspension has resulted in:Multiple customer complaints due to failed transactions Numerous payment disputes Financial losses totaling thousands of euros Severe damage to our business reputation Despite Stripe's initial assurance that our funds would be released after a May 2nd, they have now informed us that they refuse to release our remaining balance of ******** ever again. When questioned, Stripe representatives cited "Section 5.6" of their policy as justification, but this section is not readily available or accessible on their website.The lack of transparency regarding their policies and the arbitrary extension of the holding period beyond the initially communicated timeframe constitutes an unfair business practice. We have made multiple attempts to resolve this issue directly with Stripe without success.I request BBB's assistance in:Securing the release of our rightfully earned funds (********)Obtaining proper explanation for the account suspension Ensuring Stripe adheres to their own stated policies Receiving compensation for the financial damages caused by their actions Thank you for your attention to this matter. I am available to provide any additional information needed to resolve this complaint.

  

  Business Response

  Date: 04/30/2025

  We note that the Complainant is based in ********, meaning that they are subject to Stripe's Stripe Technology Europe, Limited entity, and therefore outside scope of the BBB. In order to comply with local regulations, Stripe will reach out to the Complainant directly to address their concerns.
  

• Initial Complaint

  Date:04/29/2025

  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.

  Dec. 2024 our ************************ software was hijacked. We had a different payout signs and name also. It was now "LINK" We could not get into our account. Just our Web site guy, ****** ********.He quit 4/8/25 when I told him how we fouond out our Stripe payout was hijacked. We kept asking him why the change on our web site, ************************, the sale store page. He would not answer. We actually bought our own book and we never got a notice of the sale nor any monies. We complained to ************************ and they helped us get our account back. But we still can't get in as the tech guy put his telephone (cell) number back on the 2-sign in. Took ours off.Our telephone number is ************. a cell to get codes by.Stripe for some reason will not help us get into our account. This does not make any sence.I think they want us to go away as we were not notified of a change, in anything, even our cell phone being taken off and ******** added instead of just add his cell phone to ours.**** **** ********* AGent Non-profit org The ************************************** ************************* *************************************************** ************ land 4/29/25

  

  Business Response

  Date: 05/08/2025

  Stripe confirms that it has received the complaint filed on April 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:04/27/2025

  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 am filing this complaint against Stripe due to significant issues accessing two of my accounts. Stripe’s two-factor authentication system is currently non-functional for both accounts. Despite following all provided instructions, I have been unable to verify my identity or regain access.
  
  The problem stems from Stripe continuing to send verification codes to an old phone number, even though I no longer have access to that number. Their system provides no alternative verification method for this situation, leaving me completely locked out of my accounts and unable to manage my business operations. This issue has cause a significant financial loss!
  
  Compounding the issue, Stripe offers no way to contact a live human representative for urgent account access problems. Their lack of accessible support options has made it impossible to resolve the issue through normal means. For a company that handles financial transactions and sensitive information, this level of service is unacceptable and creates unnecessary business risks for their customers.
  
  I am requesting that Stripe be required to provide proper support channels for account recovery, particularly in cases involving outdated authentication information, and that they address the deficiencies in their two-factor authentication system.
  
  I look forward to BBB’s assistance in helping to resolve this matter.
  
  Sincerely,
  Arvay P*******
  ******************

  

  Business Response

  Date: 04/29/2025

  Stripe confirms that it has received the complaint filed on April 27,2025, reference number ********. We’re sorry to hear about the Complainant’s experience and are currently investigating their complaint. In order to protect the Complainant’s information, Stripe will issue its response to the Complainant directly via email.
  

• Initial Complaint

  Date:04/26/2025

  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. Signed up for ********* platform and they use strip for your oayouts and I signed up for my own website and I made my first sale and within a day they stopped my payout and closed my account and holding my money for no reason I didn't violate any policy and following all rules ,I do have a lawyer they have investigated and found I didn't do anything wrong,I feel I'm being discriminated against and I will fight this all the way , they expect you to send out free stuff while they keep your money and close your account,now my business is on hold I'm loosing money,I have took to social media with everything letting everyone know,I have many followers and friends with business that are going to file complaints also on my behalf,we will take this the the courts if it's not resolved.

  

  Business Response

  Date: 04/28/2025

  Stripe confirms that it has received the complaint filed on April 26, 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: 04/28/2025

   
  Complaint: 23253617
  
  I am rejecting this response because:
  I know 100 percent my business is not at risk they say they cannot give a reason which is completely unacceptable They pick and choose and discriminate against I do have a lawyer and we are looking to push this all the way through the company going imagine is also looking into this They said that this is completely unacceptable to do to their shop owners ,I have a lot of other that are also filing complaints on my behalf and are closing their stripe accounts unless mine is reinstated.
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/29/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on April 27, 2025.