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:10/18/2022

  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 have repeatedly asked Stripe to either refund the balance of money left in my account or tell me what steps I need to take to be issued a refund and they either don't respond or tell me that they have acted accordingly by not issuing me an account. I no longer want to have an account with Stripe, I have obtained an account else where but they have over $2000 of my money and I don't know how to get it back now that they have acted accordingly and closed my account.

  

  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 July 1, 2022 under the name "Sola" at https://www.facebook.com/******.culligan.739. Stripe processed payments for the account owner until July 21.
  
  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 July 21, 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
  
  Stripe has reviewed the Complainant's account again following their complaint filed on August 11 directly with Stripe. Stripe's final response remains firm herethe Complainant's account cannot be reopened but their funds will be released on November 4, 2022.
  
  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. 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:10/18/2022

  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 opened my Stripe account earlier this year 2022.Been operating it in good standings for months, provided all KYC details never had a chargeback after ********************************************************************************** this message on my dashboard. "We can no longer support your business.After conducting a further review of your account, we've determined that we won't be able to accept payments for your account moving forward." The account was closed with a balance of $10,212.67 I have customers messaging asking about refunds and threating my life and police action. I tried refunding them but stripe has disabled my refund option. I have contacted customer support about 5 times to re-enable my refund option and all I get is a generic email response. "Thank you for following up. Unfortunately, after conducting a further review of your account, weve determined that we still wont be able to accept payments for GWI moving forward. Stripe can only support businesses with a low risk of customer disputes. After reviewing your account, it does seem like your business presents a higher level of risk than we can currently support Payouts to your bank account have been paused, and we will issue refunds on the affected card payments in 5 business days from the account closing day, although they may take longer to appear on the cardholders statement." It has been months and no refund has been issued and they are no re-enabling my refund option. I would like for Stripe to re-enable my refund option my account number is *********************

  

  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 May 14, 2022 under the name "GWI" at https://glowwithindie.co. Stripe processed payments for the account owner until September 27.
  
  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 DATE, 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
  
  Given the high risk of losses associated with the charges on their account, Stripe is unable to release these funds. Stripe has reviewed their account again in light of this complaint and determined that it is not able to take further action here.
  
  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. 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

   
  Complaint: 18244219
  
  I am rejecting this response because:It has been over a month and no chargeback have been filed and none of the refund to the"affected payment cards" have been initiated or refunded, We are requesting that you not release the funds but re-enable our refund button option to refund back payments to our customer's cards who are in need of their money. Its unlawful to hold customer's money that's not ours or ********************'s.
  
  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.

• Initial Complaint

  Date:10/18/2022

  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.

  okay so for awhile i have been using this company as a payment processor and never had an issue but all of a sudden my business started to grow and more payments were coming in frequently and an error happen in the system where it claims the buyer didnt know of payment even tested it on my end and had the same issue which resulted in my account being restricted and payouts being frozen my business is in the software space and very much legit our customers receives their orders after checkout which hurt me on my end due to yall making a mistake my product is being used while yall are mistakenly refunding payments that are even disputed my payout balance is at **** but yet yall are trying to take payments out my bank for yalls mistakes instead of doing the most logical thing and taking the amount from the balance that is already active, at the end of the day all my customers are happy from my knowledge no disputes are filed, my account was reviewed before and released for yall mis-categorization it and i was back to normal now once again, i dont know if its your automation bot that is ruing peoples revenue or if its a worker that isnt taking these situations serious enough to really dive into reviewing accounts

  

  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 6, 2022 under the name "Bloody Jp" at https://BloodyJP.com. Stripe processed payments for the account owner until October 13.
  
  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 DATE, 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.
  
  Reserve Terms
  
  In order to mitigate future losses to Stripe as a result of chargebacks or refunds on the Complainant's account, the following reserve was set in place:
  
  100% of their balance will be held for 120 days, until February 17, 2023
  
  Stripe has additional information regarding reserves available via its support documentation:
  
  https://support.stripe.com/topics/reserves
  https://support.stripe.com/questions/reserves-faq
  
  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:10/18/2022

  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.

  Opened a payment account with this company. Took a payment for a repair, the customer decided to try and scam me and wanted me to send him part of the payment back before the money finished transferring. I decided to part ways with customer, the money was refunded back to him and stripe charged me $141 for money that they held for 1 week collecting interest and the sent back. I explain this was a scam and i did not use their service for payment and they responded with give us $15 more and provide proof and we will "look into it". Stripe IS the proof. Back and forth with emails because there is no support number. They are saying its the algorithms and they cant help me. First and last time i used them $141 out of my bank for absolutely no services.

  

  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 September 25, 2022 under the name "REPAIR" at https://www.facebook.com/pueblobrakecheck. On October 14, the only charge on the Complainant's account, ch_3LqIp6Js9v302l9A1nhjhWuW, was disputed as being fraudulent. Pursuant to the Complaint's agreement with Stripe and as described in further detail below, Stripe debited these funds from the Complainant. Specifically, as further described below, we debited the amount that was charged back and a fee of $15 for each chargeback that we processed.
  
  Dispute Resolution Terms
  Stripe charges a fee for providing the service outlined above which is further outlined in https://stripe.com/pricing. This includes both fees per transaction as well as fees for other services, such as dispute resolution. For US accounts, a merchant incurs a $15 dispute fee for each dispute submitted on a charge processed through Stripe's platform (https://stripe.com/docs/disputes/how-disputes-work#dispute-fees). We charge this because Stripe incurs fees and costs for each dispute filed against a merchant. If the dispute is resolved in the favor of the merchant, the $15 dispute fee is refunded to the merchant even though Stripe receives no reimbursement of fees and costs incurred in supporting the merchant with the dispute resolution process.
  
  When a cardholder initiates a dispute against a merchant using the dispute mechanisms provided by the cardholder's bank, Stripe provides tools for the user to submit evidence that illustrates that the charge was legitimate. However, Stripe plays no role in the ultimate decision made on whether the chargeback is valid. When a merchant signs up to use Stripe's services, the merchant agrees to be immediately liable for all disputes.
  
  This process is further outlined in Stripes support documentation:
  
  https://stripe.com/docs/disputes/how-disputes-work
  
  In order to best represent the charge's legitimacy, Stripe recommends that the Complainant submit evidence via their Dashboard.
  
  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:10/17/2022

  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.

  They continue to hold our payments and no communication. They are holding over $2400 and every time we call they customer service rep says we should receive answer within 24 hours. This has been going on since August and no resolution as they are just a scam company collecting money and keeping it. From all other reviews I see on BBB we are not only one dealing with them this way.

  

  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, 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 16, 2015 under the name "****************** ***** at ************************.
  
  "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.
  
  Specifically, Stripe reached out to the Complainant on September 30, 2022 to get additional information from them regarding their alcohol license and needing an interactive age gate on their website. The Complainant has supplied their license but has yet to implement an interactive age gate on their website. Once this is in place, Stripe will be able to wrap up the review on their account.
  
  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: 18232868
  
  I am rejecting this response because: Stripe has not explained the entire story.  While we can have provided our alcohol license - we can not provide the age identifier to Stripe as it is not our website they are questioning.  It is a third party ecommerce site we use which Stripe supports.  Since Stripe is unable to communicate using real people - they only send form letters.   Their only response was to hold our $2400 and not communicate with us.  We then refunded our customers the money directly at a loss to our company.  We closed the ********* E Commerce site and will not deal with Stripe any further. 
  
  A company that has access to bank accounts and credit cards can not just send form letters their must be a person to talk with and take responsibilities to resolve issues. Stripe is not acting in good faith to its financial responsibility.
  
  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: 11/04/2022

   
  Complaint: 18232868
  
  I am rejecting this response because:  I have still not received a return phone call to discuss issue from Stripe - I had to call them three times since September, each time I was told I would receive a return call within 48 hours... still no call back.  They held over $2500 from us - so we refunded our customers and ended our use of the Stripe Service.  In an email I asked a Stripe Rep to send proof that the refunds were sent to our customers.  Again I was promised a response - still not heard back - been two weeks. 

   

  Stripe is horrible at communicating and trying to do everything with form letters and no human to talk with that can help.  ************ should not be allowed to work with bank accounts and sensitive issues if they can not even call back their customers and give answers.   This issues is not resolved until we know all our customers received their refunds.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/14/2022

  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.

  To who it may concern, I have a business with in beatstar.com that allows me to sell my instrumental beats. On beatstar you can either use stripe or PayPal as a payment processor. I had both set up for customers who wanted to purchase beats. I was getting my payout through Stripe every next business day successfully but on Aug 11 2022 , stripe stated my account was being reviewed. Stripe sent and email that they needed some documents which I uploaded for them to review and to update my account that would remove the hold from the account. The next day they closed my account stating that they can no longer support my business. I replied to there emailed to do a next review, representative stated there decision is final. I have no charge back . I have no complaints . My customers was happy and on my beatstar page I have excellent reviews I ask stripe about my remaining pay out balance thats on my account currently being held . No one responded to me. Stripe then removed the option for me to call or chat with them only emailing them is the option but no one will never reply to me . I currently have a balance on my account that should be payout to me amounting to $3,396.19. I dont know why there holding my funds and strip already took the fees out and they got paid . Sincerely the communication is horrible with them, like I have to beg . The company is giving me a nightmare experience. I would love them to tell me whats going on with my pay out thats on hold and if I can get my account reinstated please.

  

  Business Response

  Date: 10/20/2022

  Below is Stripe's Response to the complaint submitted by Frashon Minto (herein referred to as the "Complainant") on October 20, 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 December 11, 2020 under the name "FRecords" at https://www.beatstars.com/frashonrecords. Stripe processed payments for the account owner until August 12, 2022.
  
  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 August 12, 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
  
  In order to review the Complainant's account again, Stripe will need additional information from them, specifically a working URL for their account. Once they've provided this, Stripe will review their account again. They may provide this here or via support.stripe.com/contact.
  
  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:10/13/2022

  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.

  We have signed up for the stripe account for our website, and started using as our merchant account. It was working smoothly, we were accepting payments from customers. Our all time revenue was around 25 grands which we have taken on stripe, stripe was releasing payout under timely basis. Suddenly, our account shows the notification we are ineligible to receive any payments and stripe notified us that our business is associated with high risk payments. OUR ********************** account. We used to sell web design and development services to our customer there's no way this category of business falls under high risk payments. Since than stripe is playing around that they're conducting a review after review, and they'll update us on our payout, it's been 10 months we're still waiting for a payout.We have received 90 successful payments on this account out of which only 2 were disputed accumulative amount of $300.00, which resulted in closure of account holding 10 GRANDS for no reason. All the disputes were settled but we're still waiting on our payout. Here we are attaching a snapshot of our account, showing all time revenue, successful payments disputed and high risk payments and they're saying they won't let us access to our funds and they're allowed by the law which sounds concerning and pure example of SCAM. We even requested the stripe to refund the customers so we can receive payments from other mediums as we have to provide the services to our client. Stripe never honored our request and we have successfully delivered the services to our clients using our own funds.

  

  Business Response

  Date: 10/19/2022

  Below is Stripe's Response to the complaint submitted by ************;(herein referred to as the "Complainant") on October 13, 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 credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principles, 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 Stripe for 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. It is important to note that 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.
  
  
  [1] https://stripe.com/payments
  Merchant Account Overview 
  The Complainant submitted an account with Stripe on October 15, 2021 under the name "************* HUB, LLC" at https://designingterritory.com/. Stripe processed payments for the account owner until January 24, 2022. During a routine review, Stripe identified strong signals that the Complainant's account was in violation of the Stripe Terms of Service. 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 January 29, 2022, February 2, 2022, and February 4, 2022, 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 the Stripe Terms of Service. Stripe's terms very clearly state that Stripe "*** terminate this Agreement or close your Stripe Account at any time for any reason (including, without limitation, for any activity that *** create harm or loss to the goodwill of a Payment Method) by providing you Notice." https://stripe.com/legal#termination
  
  
  In order to mitigate future losses to Stripe as a result of chargebacks on the Complainant's account, a reserve was set in place that will last until February 12, 2023. Funds will be transferred to the complainant's bank account on this date, as long as there are no additional disputes or refunds from the Complainant's customers. This is in accordance to Stripe's Terms of Service, which states "[Stripe] *** impose a Reserve on you for any reason if we determine that the risk of loss to Stripe, Customers, or others associated with your Stripe Account is higher than normal. For example, we *** hold a Reserve if: (i) your or your Customers activities increase the risk of loss to us or to your Customers, (ii) you have violated or are likely to violate this Agreement, or (iii) your Stripe Account has an elevated or abnormally high number of Disputes." https://stripe.com/legal#clearing-funds-and-reserves
  
  
  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. For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18221033
  
  I am rejecting this response because: we do understand how merchant services works, as per the response we deny this thing we accepted unauthorized charges on our account this doesn't make sense, there's only 2 disputes out of 90 successful payments, this ratio is acceptable by any nature of business. Moreover, Stripe taken 8 to 9 months to for reviewing the account there is a delay from stripe end. Since we have filed the complaint they had put our account on reserve policy of 120 days, as we were waiting for months why this time period doesn't cover the 120 days policy, they were playing around all the time and now they modified the account after filing for the complaint. If we would have ignored this complain thing they would have kept our funds for forever this is how stripe works. 

  
  Sincerely,
  
  *******

  

  Business Response

  Date: 11/01/2022

  Stripe's final response remains firm hereit is unable to support the Complainant's business going forward. Please note that as shared in Stripe's Services Agreement, it's only able to support businesses with low risk of disputes
  
  "Stripe may terminate this Agreement (or any part) or close your Stripe Account at any time for any or no reason (including if any event listed in Sections 6.2(a)(i) of these General Terms occurs) by notifying you."
  
  https://stripe.com/legal/ssa
  
  As the Complainant has a dispute rate of 2.9%, Stripe is unable to support their account going forward.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18221033
  
  I am rejecting this response because: Do not support our business, just refund our funds which your fraud company is keeping it for almost an year. Pathetic support from your support team lack of communication. They just say there's review going on again and again. It's been 9 months your company is reserving funds for no reason, there's no more disputes and refunds all payments are settled. Why holding funds for 3 more months? Doesn't make sense just proceed with funds disbursement that's all we need. Stop playing around pure example of financial fraud.

  
  Sincerely,
  
  *******

• Initial Complaint

  Date:10/13/2022

  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 submitted a document on Sept 26th that Stripe had requested on my end for verification. Once I submitted the document there was a ***** hour time frame for review (per their own website). After 4 days I requested a call (because you CAN NOT call Stripe yourself since there is no phone number on their website) the Stripe Representative on the phone did not understand the delay and was supposed to forward my Case # to the correct department as soon as possible. 5 days later I requested another call from Stripe again and spoke to another Stripe Representative and nothing was resolved. 2 weeks later I receive an email stating that I breached the Stripe contract and that Stripe was going to close out my account. Its now been 3 weeks and I still have not received one payout since September 26th! They now owe me a balance of 24k+ I keep Emailing Stripe and theyre automated emails with no resolutions. I need to know how I can receive my funds immediately.

  

  Business Response

  Date: 10/20/2022

  Below is Stripe's Response to the complaint submitted by ************************* (herein referred to as the "Complainant") on October 20, 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 July 2, 2021 under the name "Beauty by Junes LLC" at beautybyjunes.com. Stripe processed payments for the account owner until October 13, 2022.
  
  During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. On October 13, 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. While the Complainant's account cannot be reopened, their payouts have been enabled and the final payout is now available to be sent out. 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:10/13/2022

  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 recently open a account with stripe as Shopify and ecwid for e-commerce used them I process a payment they block my account every time a new request to hold more the payment I sent pics of my merchandise the incorporation of my company the statement of merchant I used for two years before them. If they going to.continue holding the money I want them refund the customer asap because I cant ship there order because the payment is still on hold after sending all verifications. And keep asking me for more stuff . Sent everything they ask for ************** invoice of supplier I just wanted to refund asap because customer is upset they took the money I never have issues with other company but unfortunately they dont integrate to Shopify

  

  Business Response

  Date: 10/19/2022

  Below is Stripe's Response to the complaint submitted by ****************************;(herein referred to as the "Complainant") on Oct 13, 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 credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principles, 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 Stripe for 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. It is important to note that 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.
  
  
  [1] https://stripe.com/payments
  Merchant Account Overview 
  The Complainant submitted an account with Stripe on September 18, 2022 under the name "Smdfashionaddicts" at https://www.smdfashionaddicts.com/. Stripe processed payments for the account owner until October 11, 2022. During a routine review, Stripe identified strong signals that the Complainant's account was in violation of the Stripe Terms of Service. 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 13, 2022, Stripe reached out to the Complainant to let them know about its concerns and that it could no longer support their business; and refunds to the Complainant's customers would occur within 5 business days if there is sufficient balance on the account to do so. After a thorough investigation, Stripe closed the Complainant's account.
  
  
  The closing of this account is in accordance with the following section of the Stripe Terms of Service. Stripe's terms very clearly state that Stripe
  "We *** terminate this Agreement or close your Stripe Account at any time for any reason (including, without limitation, for any activity that *** create harm or loss to the goodwill of a Payment Method) by providing you Notice." https://stripe.com/legal#termination
  
  
  As communicated, Stripe will refund the remaining transaction when the Complainant adds the necessary funds to make this possible. Without the top up of funds, the amount on the account will be held until this is possible. The Complainant *** reach out to Stripe Support within their Dashboard for details of how to add funds for the refund to process. 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.
  
  
  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless. 

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18207472
  
  I am rejecting this response because: I never have am issue with other merchant the closing of the account is just to withhold funds because never have am issue with square ! Stripe its just holding  people from money for not valid reason since I provided all documents they ask for pics company documents documented of my previous payment processor

   

  customer is still waiting for the merchandise if . I want the reopening of my account because my business is legit and transfer to work asap so I can ship customer since he dont want a refund he wants the merchandise he pay for !I sell jeans and my business has been in operating two years I demand o look at my account and my Business and to reopen my account asap so I cant ship

  the customer 

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

  

  Business Response

  Date: 11/01/2022

  Stripe's final response remains firm hereit is unable to support the Complainant's business going forward. Please see the final response issued on October 19, 2022.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18207472
  
  I am rejecting this response because: I already ship the products so its stripe going to steal the money the customer Pay for the goods I need am answer ?? To know what to do since they holding the funds and products was mailed to customer 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/12/2022

  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.

  Stripe has closed my account and is holding funds for payouts that were made by clients through invoices used on the Stripe platform. All 5 payments were successfully processed through the Stripe platform without incident. After payments successfully processed and date of payouts were established by Stripe via email, without any pending disputes Stripe initiated a process of verification on my business and refused payout. I reached out to all 5 of my clients that made payments through the Stripe platform and no one had initiated any disputes. Communication between my business and Stripe has been difficult because there isnt any number to call. It seems that this is a common practice for Stripe to take payments and then close accounts as Ive been reading throughout various complaints via various internet reviews of the company Stripe.

  

  Business Response

  Date: 10/17/2022

  Below is Stripe's Response to the complaint submitted by *** Moment (herein referred to as the "Complainant") on October 17, 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 25, 2022 under the name "R Moment Contracting LLC" at https://www.facebook.com/rmomentcontracting/.
  
  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 10, 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 14; 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.
  
  In order to enable their payouts, the Complainant will need to complete their ID verification, as requested on October 10.
  
  For the reasons explained in detail above, Stripe acted in accordance with its Services Agreement in the handling of this merchant account.