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:10/25/2022

  Type:Delivery 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 place a order with a company that uses stripe on 07/13/22 name ************** for *****. The company has scammed hundreds of people by not shipping the products. I have messaged the seller over and over for four months and they have giving me a tracking number for ****** and I do not live in ******. They continue to give me the run-around. I have reported them to the federal trade commission and there's posts all over ******** of the people they have ripped off. They have been reported on the Ripoff Report website with the same complaints of people being ripped off. I would like to know why Stripe doesn't have a claims center such as the one PayPal has. Why are you letting people get ridded off with this company and not letting us file a claim for our money back?

  

  Business Response

  Date: 11/01/2022

  Below is Stripe's Response to the complaint submitted by ********************* (herein referred to as the "Complainant") on November 1, 2022.
  
  Stripe Overview
  
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission.
  
  Merchants have control over what information is provided to Stripefor credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account. Merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/legal/ssa.
  
  [1] https://stripe.com/payments
  
  Stripe's Relationship to the Complainant
  
  To clarify, Stripe is not the merchant and is not held responsible for the customer service administered by its users. This is outlined in Stripes Services Agreement:
  
  https://stripe.com/legal/ssa
  
  In order for the Complainant to get a refund or update on their purchase, they will need to contact the merchant. If the merchant is unresponsive, Stripe suggests that they speak to their bank regarding next steps.
  
  For the reasons explained in detail above, Stripe acted in accordance with its Services Agreement. 

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18313197
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 11/15/2022

  Stripe has allowed this company to continue to rob people out of their money. A claim was file against the company with The ************************* There's multiple complaints online of the business ripping people off by not mailing the merchandise. Stripe is allowed this to happen by continuing to let this person use their service. Stripe, handled my money for this transaction and now takes no responsibility for returning my money. PayPal who is a simulation service has 180 day guaranteed that if the item is not delivered or is not as described will refund the buyer. There is no excuse for Stripe not to refund my money as the business how is using Stripe completely ripped me off. I am a business owner and I will never use Stripe. There is actually a ************** of people who have been ripped off by the company I provided in the initial complaint and I will be following up with this group to let them know that Stripe is still allow this fraudulent company to do business with them and takes no responsibility.

  

  Business Response

  Date: 11/16/2022

  As shared with the Complainant on November 1, 2022, they will need to work with their bank on next steps should the business be unresponsive. Stripe thanks the Complainant for providing this additional information but as the Complainant is not listed on this account as an authorized individual, Stripe is unable to share further information about the business with the Complainant. 

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18313197
  
  I am rejecting this response because: my bank is not refunding me because they say I have to work with the seller. I have been trying to get the item for over 4 months and they are stringing me along. The receipt came from a stripe account and the emails are coming from a stripe account so I don't know how you can say they do not have a stripe account. Stripe allowed this to happen to several hundred people. The person has more than one stripe account as the ************** of people who have been ripped off have all shared links of this person with stripe accounts. I can send you photos of a email from this person just last week with the email name addressed at the person's name followed by stripe. My bank is not refunding me because the buyer is giving excuses for over 4 months now
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/18/2022

  As shared with the Complainant on November 1, 2022, they will need to work with their bank to dispute the charge. Stripe is not the merchant therefore not a party of the business transaction. 

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18313197
  
  I am rejecting this response because:
  Again, ******** is not refunding me because they say I need to work with the seller. Etsy is payment processor just as Stripe and you can refund me! I will follow up with the ************************ and also with the ************************* You handled my processing payment for the merchant!
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair 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.

  As of today, Stripe sent me an email saying that my account has been shut down. This is completely unjustifiable and unacceptable as I have no dispute history whatsoever, my customers are all very satisfied with my work and my charges. I also have very promptly responded to all inquiries from Stripe and provided all required documentation to prove the legitimacy of my business. Stripe is currently withholding over $11k in funds that are rightfully mine earned through my business. They need to at least pay out those funds at a minimum and ideally also restore my account.

  

  Business Response

  Date: 11/01/2022

  Below is Stripe's Response to the complaint submitted by *********************** (herein referred to as the "Complainant") on November 1, 2022.
  
  Stripe Overview
  
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, *** be requested by Stripe after submission.
  
  Merchants have control over what information is provided to Stripefor credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account. Merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/legal/ssa.
  
  [1] https://stripe.com/payments
  
  Merchant Account Overview
  
  The Complainant submitted an account with Stripe on January 5, 2020 under the name "Bizamatics" at bizamatics.com.
  
  During a routine review, Stripe identified signals that led it to believe that the Complainant's account *** have been in violation of Stripes Services Agreement. Specifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. The majority of the Complainants business seemed to be driven through unauthorized, fraudulent charges. On October 24, 2022, Stripe reached out to the Complainant to let them know about its concerns and that it could no longer support their business. At that time, Stripe closed the Complainant's account.
  
  The closing of this account is in accordance with the following section of Stripes Services Agreement:
  
  https://stripe.com/legal/ssa#termination
  
  Stripe has taken this opportunity to further review the state of the Complainant's account. Upon further investigation, Stripe has determined the account is supportable. In light of these findings, Stripe has reinstated this account as of November 1; the Complainant is welcome to continue using Stripe and should find that their account will function normally. Stripe apologizes for any inconvenience that this has caused the Complainant.
  
  For the reasons explained in detail above, Stripe acted in accordance with its Services Agreement in the handling of this merchant account.

  Customer Answer

  Date: 11/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/25/2022

  Type:Service or Repair 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.

  July 29, 2022 I was charged $100 for a recurring merchant subscription for *******************. I only authorized a one time payment. I have emailed them at ************************* or/and called at *************** to remove my card from this subscription/merchant but they have been completely non-responsive. They will not email me back nor call me back.

  

  Business Response

  Date: 11/01/2022

  Below is Stripe's Response to the complaint submitted by ***************************** (herein referred to as the "Complainant") on November 1, 2022.
  
  Stripe Overview
  
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission.
  
  Merchants have control over what information is provided to Stripefor credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account. Merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/legal/ssa.
  
  [1] https://stripe.com/payments
  
  Stripe's Relationship to the Complainant
  
  To clarify, Stripe is not the merchant and is not held responsible for the customer service administered by its users. This is outlined in Stripes Services Agreement:
  
  https://stripe.com/legal/ssa
  
  In order for the Complainant to get a refund or update on their purchase, they will need to contact the merchant. If the merchant is unresponsive, Stripe suggests that they speak to their bank regarding next steps.
  
  For the reasons explained in detail above, Stripe acted in accordance with its Services Agreement. 

  Customer Answer

  Date: 11/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/24/2022

  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'm among one of the many victims from the credit card processor company. We have start using their service 3 months ago and we have about 7 transactions without any dispute and charge back. In October 5th when we have a **** and **** transactions received, all of the sudden they said our company is high risk and need to refund all transactions and hold the remaining balance. The refund transactions from 3 months ago which doesn't have any dispute. The 2k balance they hold as reserve but didn't give a date about how long it need to hold. From comments on their ******** and ******** they do that to all customers, they will say your business at high risk and close your account, they will refund all the transactions even there isn't any complain and whatever left in their account they will just keep it themselves. Any when they pause your account you cannot get the money back or refund to your recent customers. They will stop the 24/7 support line and you can only email them and get canned reply the day after. There are thousands of victims around the world and they destroyed alot of small business and families already.

  

  Business Response

  Date: 10/26/2022

  Below is Stripe's Response to the complaint submitted by ********************* (herein referred to as the "Complainant") on October 26, 2022.
  Stripe Overview
  
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission.
  
  Merchants have control over what information is provided to Stripefor credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account. Merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/legal/ssa.
  
  [1] https://stripe.com/payments
  
  Merchant Account Overview
  
  The Complainant submitted an account with Stripe on August 1, 2022 under the name **************************************************** at https://www.liveworkimmigration.com/en/. Stripe processed payments for the account owner until October 9.
  
  During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. Specifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. The majority of the Complainants business seemed to be driven through unauthorized, fraudulent charges. On October 9, Stripe reached out to the Complainant to let them know about its concerns and that it could no longer support their business. After a thorough investigation, Stripe closed the Complainant's account.
  
  The closing of this account is in accordance with the following section of Stripes Services Agreement:
  
  https://stripe.com/legal/ssa#termination
  
  While Stripe is not able to continue processing transactions on the account, this does not preclude the Complainant from signing into Stripe and accessing any of the account's existing data. Stripe has reviewed the Complainant's account again in light of this complaint and determined that it will need to remain closed.
  
  For the reasons explained in detail above, Stripe acted in accordance with its Services Agreement in the handling of this merchant account.

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18298491
  
  I am rejecting this response because: They can close the account and not doing business with us which is fine but they are holding the funds forever, they should payout to me and let me deal with the customer or just refund it back to the customers. Alot of people has been scam by them like this. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/02/2022

  For the reasons explained in detail above, Stripe acted in accordance with its Services Agreement in the handling of this merchant account.

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18298491
  
  I am rejecting this response because they didn't respond our question at all. They are not refunding our customer and not give back us the money. They holding billions of dollars like this from all over the world. If you have time please look at the comments on their ******** and ******* but they start deleting people messages and not allow people to comments  on new post.

   

  thank you very much
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/17/2022

  For the reasons explained in detail above, Stripe acted in accordance with its Services Agreement in the handling of this merchant account.

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18298491
  
  I am rejecting this response because: They can not provide the service but now they are holding on the customer money. There is no one to ask them refund or pay out to me. 
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/18/2022

  We have reviewed the Complainant's rejection. Our position on this matter remains the same.

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18298491
  
  I am rejecting this response because: I just want to refund the customer or they pay me out because they are a credit card processing company. What us the reason that they hold the money forever without a deadline ?
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair 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.

  This is my first month using my Stripe Account. So far Ive had 0 chargebacks/disputes and only 1 cancellation. The one cancellation came from a customer who provided us with a card that she realized she had no money in and didnt want to be penalized. *PLEASE keep in mind we do not charge our customers straightaway, we only place a hold on their card for assurance reasons that they can actually pay for the services requested. Only after their service has been provided, do we actually charge them. This customer decided to press a button that said she did not consent to a payment a week before her service was supposed to take place. Stripe shut down our account immediately, and is now withholding over $2000 from us. (Weve never received a single payout). We provided proof of communication with our customers to show Stripe we were running a legitimate businessbut they only sent us automated email responses telling us they were conducting a review. Were a new business and this has been extremely damaging to our reputation with our contractors and not being able to pay them out in a timely manner. Now theyre planning to refund our customers after our contractors have worked day and night to earn these paymentsWe havent even charged this customers account -it was a pending payment. And somehow this deems our business as high-risk? Why is that there is absolutely no merchant protection and Stripe sides with the customer immediately? And its clear that ******************** didnt even consult the customer, because if they did, she would say that yes, she did consent to payment and simply wanted to use a different card instead. It is only fair that Stripe releases the hold on our $2000 funds and they refuse to give me any information on whether thats even possible at this juncture. This is straight up robbery.

  

  Business Response

  Date: 11/01/2022

  Below is Stripe's Response to the complaint submitted by *********************** (herein referred to as the "Complainant") on November 1, 2022.
  
  Stripe Overview
  
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, *** be requested by Stripe after submission.
  
  Merchants have control over what information is provided to Stripefor credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account. Merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/legal/ssa.
  
  [1] https://stripe.com/payments
  
  Merchant Account Overview
  
  The Complainant submitted an account with Stripe on September 12, 2022 under the name "MINT MAINT" at www.mintmaintenance.co.
  
  During a routine review, Stripe identified signals that led it to believe that the Complainant's account *** have been in violation of Stripes Services Agreement. Specifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. The majority of the Complainants business seemed to be driven through unauthorized, fraudulent charges. On October 24, Stripe reached out to the Complainant to let them know about its concerns and that it could no longer support their business. At that time, Stripe closed the Complainant's account.
  
  The closing of this account is in accordance with the following section of Stripes Services Agreement:
  
  https://stripe.com/legal/ssa#termination
  
  Stripe has taken this opportunity to further review the state of the Complainant's account. Upon further investigation, Stripe has determined the account is supportable. In light of these findings, Stripe has reinstated this account as of November 1; the Complainant is welcome to continue using Stripe and should find that their account will function normally. As $1145 worth of the Complainant's charges were incorrectly refunded, Stripe has placed a credit on their account for that amount. Stripe apologizes for any inconvenience that this has caused the Complainant.
  
  For the reasons explained in detail above, Stripe acted in accordance with its Services Agreement in the handling of this merchant account.

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18304732
  
  I am rejecting this response because: $1,400 is not at all close to what Stripe owes ** for their blunder.

  The total amount of payments accrued at the time of our account shutdown was ******** excluding processing fees. With processing fees included, the amount is ********  Please note: Stripe fees were still deducted from four of my payments even though Stripe did a full reversal on each without any prior notice.

  This being said, Stripe is only taking responsibility for the successful payments that were made, but not for crediting me back with the four payment reversals. The customers who were fully refunded were ******************* ($340 first payment, $50 second payment), ********************* ($393), ********************************* ($216), and *************************** ($156). Despite us trying to follow up with them on paying us back, the only customer that actually did was ****************************

  That means you let three customers defraud and take advantage of our contractors who spent back-breaking hours to earn that money.

  The only appropriate course of action is to have Stripe email these customers to explain the situation in detail. The three customers who have yet to pay us back may not have done so because they may believe that we are attempting to charge them twice even though weve explained to them the refund has already landed back into their account.

  Stripe has completely wreaked havoc on our small businesss reputation. You have damaged the trust of our customers. And this all could have been avoided if you actually looked into the mountain of evidence we provided (i.e. correspondence we had with all our customers) during your investigation instead of sending us automated email messages. 

  If Stripe cannot get our customers to pay us back for the hours of service weve provided them, then it is Stripes responsibility to credit it back to our account. 

  These payment reversals had the  ruin a small business overnight. We could have and potentially may find ourselves in legal situations with our contractors if Stripe does not pay us back the money they refunded.

  Weve had to have tough conversations with both our contractors and reassure them daily that this will be eventually sorted out. And Stripe has showed no signs of sympathy during this process. 

  The only resolution we accept this time is the full amount Stripe took straight out of our account: ******** with little to no explanation. (This does not include ***************************** payment, we have already deducted it from the total). 

  Best,

  Mint Maintenance

   

   

   

   

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

  

  Business Response

  Date: 11/09/2022

  Upon closing the Complainant's account, the following charges were refunded by Stripe:
  

  ch_3LsZWBAgdtmlNcbr1rvv0eRp for $340
  ch_3Lu3gfAgdtmlNcbr0lp8WAPp for $156
  ch_3LujtQAgdtmlNcbr0IqgL3JC for $393
  ch_3LvKkQAgdtmlNcbr1r2bIc7q for $50
  ch_3LvQ48AgdtmlNcbr0Ffxxcml for $206
  

  In total, this is $1145 that was incorrectly refunded. Stripe is not able to reimburse the Complainant for the charges they refunded (ch_3LrqE7AgdtmlNcbr0fcKjWtG, ch_3Ls7VdAgdtmlNcbr0NbdnZ5C, ch_3LuMGTAgdtmlNcbr1ONG6pSz) nor the Stripe fees assessed against your account.

  Customer Answer

  Date: 11/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/23/2022

  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 placed a order with a company stripe and never received anything from them. I have over 140 emails asking for them to refund my money and they refuse to do so. They repeatedly lie about everything and I dont know what else to do

  

  Business Response

  Date: 10/24/2022

  Below is Stripe's Response to the complaint submitted by ********************* (herein referred to as the "Complainant") on October 24, 2022.
  Stripe Overview
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission.
  
  Merchants have control over what information is provided to Stripefor credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account. Merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/legal/ssa.
  [1] https://stripe.com/payments
  Stripe's Relationship to the Complainant
  To clarify, Stripe is not the merchant and is not held responsible for the customer service administered by its users. This is outlined in Stripes Services Agreement:
  https://stripe.com/legal/ssa
  In order for the Complainant to get a refund or update on their purchase, they will need to contact the merchant. If the Complainant is unaware of who charged their card, they should utilize the following resources found in Stripes support documentation:
  https://support.stripe.com/questions/unknown-charge-from-stripe
  https://support.stripe.com/charge-lookup
  For the reasons explained in detail above, Stripe acted in accordance with its Services Agreement in the handling of this merchant account.

• Initial Complaint

  Date:10/20/2022

  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.

  Stripe closed my account in late April without warning. I've reached out to them multiple times to either refund my customers or to deposit the withheld money into my account. I sent multiple emails and they always sent the same generic message back. In May I finally got ahold of someone and they said it would be 5-7 business days. I waited and did not receive my funds. I left several messages and still have not heard back.

  

  Business Response

  Date: 10/24/2022

  Below is Stripe's Response to the complaint submitted by ************************* (herein referred to as the "Complainant") on October 24, 2022.
  Stripe Overview
  
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission.
  
  Merchants have control over what information is provided to Stripefor credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account. Merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/legal/ssa.
  
  [1] https://stripe.com/payments
  
  Merchant Account Overview
  
  The Complainant submitted several accounts, details below:
  
  AGO Designs LLC at https://agollcs.com/, submitted on May 8, 2022. Payouts were processed until May 9. 
  
  AGO LLC at https://www.facebook.com/groups/aodesigns, submitted on April 27, 2022. Payouts were processed until April 29. 
  
  AGO Designs LLC at https://agollcs.com/, submitted on April 29, 2022. Payouts were processed until April 29. 
  
  During a routine review, Stripe identified strong signals that the Complainant's accounts were in violation of Stripes Services Agreement. Specifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. The majority of the Complainants business seemed to be driven through unauthorized, fraudulent charges. On the dates outlined above, Stripe reached out to the Complainant to let them know about its concerns and that it could no longer support their business. After a thorough investigation, Stripe closed the Complainant's accounts.
  
  The closing of this account is in accordance with the following section of Stripes Services Agreement:
  
  https://stripe.com/legal/ssa#termination
  
  While Stripe is not able to continue processing transactions on these accounts, this does not preclude the Complainant from signing into Stripe and accessing any of the accounts' existing data. For the reasons explained in detail above, Stripe acted in accordance with its Services Agreement in the handling of this merchant account.

• Initial Complaint

  Date:10/19/2022

  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.

  Stripe has been withholding a payout amount of $3892.46 for nearly 2 months. I have talked to them by phone, by chat, & by email I have copies of it if needed. All I get is a run around message from this company, if this money was in the bank, I would be getting paid interest for the last 2 month, maybe that's what they are doing with it. I've given them all the info they have asked for and there's no further response from them at this point.

  

  Business Response

  Date: 10/25/2022

  Below is Stripe's Response to the complaint submitted by ******************************* (herein referred to as the "Complainant") on October 25, 2022.
  Stripe Overview
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, *** be requested by Stripe after submission.
  
  Merchants have control over what information is provided to Stripefor credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account. Merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/legal/ssa.
  [1] https://stripe.com/payments
  Merchant Account Overview
  The Complainant submitted an account with Stripe on January 17, 2016 under the name ***** Services A/C ************** at https://merchants.2go.com/AccountDetails/DetailsForAccount?accountId=********&range=1.
  On August 18, 2022, Stripe determined that the Complainant's account *** have been accessed by an unauthorized third-party. After speaking to the Complainant on the phone on October 12, 2022, Stripe has verified their identity and fully unlocked their account as of October 25, 2022. Their payouts are now available to be paid out to them.
  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.
  

  Customer Answer

  Date: 10/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/19/2022

  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.

  Hello,I have been working with Stripe **** since April 2022. I am not in any way in violation of the Stripes Services Agreement and my account has never been under review or funds held until now. On September 27th, 2022 I received an email stating that my account is under review and my payments were not authorized by the consumer. I sent Stripe supporting documentation with my clients information (attached). Stripe notified me via email that I would receive a response within 24-48hrs with the decision of the review. It is now October 19th, 2022 and my account is still under review. I have provided Stripe with all the documentation that they have requested regarding my business to show that there is no fraudulent activity going on. I have called numerous times throughout these past few weeks with no answer as to why my account is still under review. I spoke to a supervisor yesterday evening (10/18/22) and they assured me that everything looked good on my account, everything checked out and verified and my funds would be expedited and released to my bank account on file today (10/19/22 supporting documentation attached). I received an email this morning (also attached) stating that my Stripe account will be shut down and funds should be distributed by 10/24/22. My business is in jeopardy of shutting down and the job needs to be finished and my funds released! Business Name: *************, LLC.Amount Due: $11,258.05

  

  Business Response

  Date: 10/24/2022

  Below is Stripe's Response to the complaint submitted by ******************* (herein referred to as the "Complainant") on October 24, 2022.
  
  Stripe Overview
  
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, *** be requested by Stripe after submission.
  
  Merchants have control over what information is provided to Stripefor credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account. Merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/legal/ssa.
  
  [1] https://stripe.com/payments
  
  Merchant Account Overview
  
  The Complainant submitted an account with Stripe on May 16, 2022 under the name "************* LLC" at team4thquarter.com.
  
  During a routine review, Stripe identified signals that led it to believe that the Complainant's account *** have been in violation of Stripes Services Agreement. Specifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. The majority of the Complainants business seemed to be driven through unauthorized, fraudulent charges. On October 19, Stripe reached out to the Complainant to let them know about its concerns and that it could no longer support their business. At that time, Stripe closed the Complainant's account.
  
  The closing of this account is in accordance with the following section of Stripes Services Agreement:
  
  https://stripe.com/legal/ssa#termination
  
  Stripe has taken this opportunity to further review the state of the Complainant's account. Upon further investigation, Stripe has determined the account is supportable. In light of these findings, Stripe has reinstated this account as of October 24, 2022; the Complainant is welcome to continue using Stripe and should find that their account will function normally. Stripe apologizes for any inconvenience that this has caused the Complainant. Stripe has placed a fee free processing discount on the next $5000 that the Complainant processes. They will need to log into their Dashboard to accept this. This expires in one year.
  
  For the reasons explained in detail above, Stripe acted in accordance with its Services Agreement in the handling of this merchant account.
  
   

• Initial Complaint

  Date:10/19/2022

  Type:Billing 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.

  We are a fully licensed, insured, and incorporated construction company with an impeccable history. We have contracts in place with clients that prevent chargebacks. We have arbitration clauses as required by law. One of my clients asked me if he could put a draw payment on his credit card. I told him he could. I reached out to Stripe customer support on October 13 at ******, prior to the payments, to let them know two payments were incoming & gave them the dollar amounts of those payments(totaling $29,430.00) to ensure no issues. I was assured that these payments would be processed and would be paid out with no problems/no holds since they process payments into the 8 figure range. I was told by ****** my account is in well and correct standing, no delays, no error or verification requirements pending, it is all set. The following day, October 14 at 7:00am, my customer made the two payments for the exact amounts through invoices I created and sent from Invoice2go. Upon receiving those two payments, my Stripe account status was immediately changed because I could not transfer the money. I reached out to Stripes customer support again (*****) and was told that my account was currently under review and payouts were paused, but given the urgency of this matter, the review should be complete before my 10/18 payout date. On 10/18, Stripe employee(*****) said that I had already provided all the verification they needed for the review and now I just had to wait for them to complete their review. I have had multiple emails go unanswered. I have asked Stripe for an expedited review so I dont breach my contract with my client. The funds are needed to pay contractors and move his project forward. Im waiting on some Specialty team to verify my business & have caused breach of contract with my client and my materialmen. This seems like a ploy to use funds to earn interest off of money that is not theirs to use. I have now reached out to an attorney.

  

  Business Response

  Date: 10/24/2022

  Below is Stripe's Response to the complaint submitted by ***************************** (herein referred to as the "Complainant") on October 24, 2022.
  Stripe Overview
  
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission.
  
  Merchants have control over what information is provided to Stripefor credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account. Merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/legal/ssa.
  
  [1] https://stripe.com/payments
  
  Merchant Account Overview
  
  The Complainant submitted an account with Stripe on January 3, 2022 under the name ******************* Services LLC" at www.alphacon.llc .
  
  "Know Your Customer (KYC) obligations require ******************** to verify certain information about businesses and account holders. During the time that businesses use Stripe, Stripe may need to request additional information from them. They are required to provide requested information in order for Stripe to complete its review of their account.
  
  The Complainant may read more about the verification process here:
  
  https://support.stripe.com/topics/verification
  
  During these periods in which Stripe is requesting additional information, Stripe may suspend parts of the Complainants account, including payouts and charge creation.
  
  The Complainant's payouts were paused while Stripe requested additional information from them on October 14, 2022. As the Complainant has supplied this, their payouts were enabled on October 21 and their funds paid out in full on October 24.
  
  For the reasons explained in detail above, Stripe acted in accordance with its Services Agreement in the handling of this merchant account.
  
   

  Customer Answer

  Date: 10/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Upon reaching out to Stripe by telephone, they were extremely helpful and responsive. We do appreciate Stripes attentiveness to resolving our concerns and communicating throughout the rest of the review process. 
  
  Sincerely,
  
  *****************************