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:10/12/2022

  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.

  For over two years, we have been processing credit card transactions through Stripe with no major issues, chargebacks, or disputes. We had one disputed item in our entire time with Stripe, well below the standard dispute ratio for the number of transactions processed through our account.On 10/11/2022, we received a notification that our Stripe account would be closed in 5 days due to our business violating the Stripe Services Agreement since we are a "credit repair and debut reduction business" according to Stripe.We are a rental data furnisher and we have provided multiple items to Stripe confirming we are not involved with credit repair or debt reduction. We are credentialed by Equifax and TransUnion and must comply with the Fair Credit Reporting Act. The Credit Repair Organizations Act does not apply to our business as we do not improve, repair, or promise any results for the data **********.We offered to obtain a letter from Equifax confirming we are a Data Furnisher, not a credit repair company, and received no response from Stripe. We would like our account reinstated as this unexpected closure will cause major damage to our company.

  

  Business Response

  Date: 10/20/2022

  Below is Stripe's Response to the complaint submitted by *******************;(herein referred to as the "Complainant") on October 12, 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 18, 2019 under the name "Payment Report" at paymentreport.com. Stripe processed payments for the account owner until October 17, 2022. 
  
  
  During a routine review, Stripe determined that your business was included in Stripe's Prohibited and Restricted Businesses list. Per Stripe's Services Agreement, it cannot support businesses on its Prohibited and Restricted Businesses list https://stripe.com/legal/restricted-businesses. Specifically, your business falls under the Credit Report Related business category. As such, Stripe closed your account. The closure of your account is in accordance to Stripe's Service Agreement: https://stripe.com/legal/ssa#termination
  
  
  In light of your complaint, we have requested a new review of your account to determine if it in fact should have been classified as a prohibited business, or if there are grounds which may allow Stripe to support your business on an exception basis. Unfortunately, this review could not complete within the time period the Better Business Bureau set for Stripe to respond to your complaint. So we will deliver the results of our new review to you via the email address registered on your Stripe account; and you will see your account has been marked "In Review" from your Dashboard. Please review the email for the final decision and next steps.
  
  
  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:10/12/2022

  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.

  On July 30, 2022 I opened an account with Stripe via my business bank, ***** I followed all of the procedures, verified my email and my business. On Aug 9, 2022 I received my first payment from customer A of $250. That same day ******************** emailed me asking me to verify my identity or my account would be closed. I submitted all necessary paperwork. On Aug 11, 2022 I received another payment from customer B of $300. On Aug 18, 2022 I received an email from Stripe stating "Unfortunately, after conducting a further review of your account, weve determined that we still wont be able to accept payments for Business... 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. If there are insufficient funds on your account to cover any refunds, these refunds will not be processed and any outstanding funds will remain on your account. Please refer to your Dashboard for a list of the charges to be refunded."That SAME DAY I filed a report asking what I had done to be labeled a "high risk merchant". I HAD 0 customer disputes! They never responded. On Aug 23, 2022 Customer B was refunded their $300. Customer A is STILL waiting for a refund of $250. The problem is: there are "insufficient funds" to cover the $250 refund (there is only $233.45 in the Stripe account) because STRIPE took their processing fees out. AND They are withholding my payout. The option they have given me is to ADD more money to the Stripe account so they can refund my customer. The bottom line is: I was paid $550 by 2 customers. Stripe took their fees, labeled me "high risk" for no reason and is now holding money hostage.

  

  Business Response

  Date: 10/13/2022

  Below is Stripe's Response to the complaint submitted by *****************************;(herein referred to as the "Complainant") on October 12, 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 30, 2022 under the name "*********** ************** LLC" at https://lili.co. Stripe processed payments for the account owner until August 11, 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 8, 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 Stripes Services Agreement:https://stripe.com/legal/ssa#termination 
  
  
  As explained in the closure notification the Complainant received on August 18, 2022, refunds would be issued to all their customers within 5 business days, unless there were insufficient funds in the account to process refunds on all transactions. The Complainant's account balance allowed for 1 of the 2 transactions to refund. The remaining balance is still held on the account. In order to clear the balance on the account, the Complainant may 1) add funds to the Stripe account via bank wire so that the outstanding refund may process or 2) wait for the conclusion of the 120 dispute window on December 16, 2022 to receive a payout of the available account balance. If the customer associated with the outstanding refund disputes the transaction before December 16, 2022, funds on the account will be used for the dispute. After that time expire, payout will be made the Complainant.
  
  
  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: 10/14/2022

  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. I will await the payout on December 16, 2022 as is listed as an option. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/12/2022

  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.

  Stripe, Inc. sent a vague email claiming they cannot verify my account and will not be releasing my funds to me. Their tactics have put me in a serious bind.

  

  Business Response

  Date: 10/13/2022

  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 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 October 7, 2022 under the name "AMH" at https://www.facebook.com/profile.php?id=***************. Stripe processed payments for the account owner until October 11.
  
  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 11, 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. 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: 10/13/2022

   
  Complaint: 18201345
  
  I am rejecting this response because:
  

   

  As you can see, this is a vague, non-specific cookie cutter response. Stripe is lying about account access.  I can no longer access my account.
  
  They said "strong signals" but still have not uniquely identified what the issues are.  I have submitted all requested paperwork and the customer contacted them on my behalf to confirm this was not fraudulent.  I have uploaded that documentations.
  
  Additionally, stripe informed me that the customer would refunded,however, when the customer asked about the refund ******************** did not confirm they would be refunded add directed them to me.  

   

  Please see below for a more thorough explanation of what has traspired.

  On Thursday, October 6, 2022, I signed up for Stripe, Inc. (Stripe)to be able to accept a payment of $8990 for a two week rental at my property.  Stripe is meant to be able to allow people to accept credit cards and is apparently used quite a bit for e-commerce businesses such as Shopify and ************* ********* is from ***** and is on the ******* Olympic Team.  Initially, the group AirBnBed the place for 6 weeks but decided to extend for an two additional weeks.  We negotiated a rate outside of AirBnB and decided to handle the payment via credit card, which encouraged me to open a Stripe account and download the app.  I created an invoice on the Stripe platform and the guests promptly made the payment. 
  
  After accepting the payment I got a VAGUE email (which I have forwarded) stating that Stripe has deemed my business as high risk and that I needed to submit additional paperwork proving the validity of my business.  I submitted my LLC formation documents,as well as my EIN documentation.  Stripe let me know that my account was under review.  The e-mail was questionable, so I began looking up reviews for Stripe.  Most reviews were negative and there are many stories of people who have had funds withheld by Stripe.  At this point I knew things were questionable at best.  I attempted to contact Stripe only to be answered by a wave of vague e-mails.  I was unable to find a phone number anywhere, and there online support was worthless and did not attempt to help at all.  There was no way to find an answer to what was happening.  At this point I knew the funds were trapped.  I submitted a complaint to the  Better Business Bureau (BBB), and BBB had a phone number and address for them.  I called the number and left a message.  I received a return phone call the following morning.  The conversation was fruitless as the guy tells me that the phone number only exists for people who have entered their credit cards (payers).  I asked if I called the payer and had them verify if it would make a difference.  He tells me that Stripe would just direct them to me to satisfy the payment.  And that the phone number is specifically to satisfy requirements set forth by the BBB and all matters need to be handled on line, which is impossible.  In the meantime, Stripe locked me out of the app.  The following day I received an e-mail stating they would not honor the payment and would issue a refund.  HOWEVER, Stripe tells the tenant that they have to contact ME for a refund when I never received the funds.
  
  This is not a unique problem.  Many have had this issue and never recovered funds.  I would like to initiate a class action law suit, and reach out to others via these review platforms, that have been wronged by Stripe.  There are some horror stories and there have been lives and businesses compromised and possibly ruined by their fraudulent business practices.
  
  
  
  Stripes Improper Businesses Practices have been identified as follows:
  Stripe tells me that the funds will be refunded, but tells the payer they must contact me for reimbursement.
  Stripe sends out e-mails which do not clearly define the issues.
  Stripe offers no valid contact information or proper customer support to properly resolve the matter.
  The only reason Stripe has a phone number with BBB is because it is required. The number reaches ********* and serves no true purpose.
  
  
  
  Stripe Reviews:
  Stripe Reviews | ********************* Reviews of ************************ (trustpilot.com)
  Is Stripe safe for customers ? : stripe (reddit.com)
  https://www.youtube.com/watch?v=a1ZZUWPungM
  I am thinking Stripe as it is well funded has beefed upany positive reviews.

  
  This is my money and Stripe has essentially stolen it.  I will also upload our e-mail correspondence.
  
  I hope you can help in some way
  
  Sincerely,
  
  ***************************

  

  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.
  
  Please note that the Complainant calls out that they cannot access their Stripe accountwhile the Complainant cannot process payouts on Stripe, their ability to log into their account has not been restricted in any way. If they are having trouble logging into their Stripe account, they will need to reach out to Stripe's support team at support.stripe.com/contact. 
  
  The Complainant has processed two charges on their account. ch_3LrFAwIhyr40GDdD2GdVR5xQ was refunded by Stripe on October 16, 2022. Stripe could not refund the other charge on their account, ch_3LrDPsIhyr40GDdD294O8Yp0, as this would have caused their balance to become negative. Stripe's Services Agreement is clear in that it may not allow refunds should a business's balance become negative,
  
  "Stripe may refuse to act upon a Refund instruction, or delay executing the instruction, if you are the subject of an Insolvency Proceeding, it would cause a negative balance in your Stripe Account or if Stripe believes that there is a risk you will not meet your liabilities under this Agreement."
  
  https://stripe.com/legal/ssa
  
  As the Complainant has prefunded their account for this refund, ch_3LrDPsIhyr40GDdD294O8Yp0 was refunded on October 20, 2022.

• Initial Complaint

  Date:10/11/2022

  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 is holding my account balance hostage and refuses to disclose to me why they are holding my account balance hostage. I have been in business for over 4 years and never had any complaint whatsoever. Stripe recently reaches out for account verification and later says that my account is not legible without any proper explanation. I later accepted their decision since it's their resources I am using but desired that my balance be released to me. But they refused and claimed that due to security reasons, their reasons will not be disclosed to me. I reminded them that this is my account and as the owner of the account, I have every right that my account information be disclosed to me regarding the reasons they are holding my account balance hostage. But after series of inquiries, they still refused to tell me why they don't want to release my account balance so that I can go ahead to close my account on their platform. They recently told me that I was going against the law with my account. Then, why don't they tell me what my offense are if there is any? Now that they are refusing to release my balance, what would they do with my balance? Keep it to themselves? Balance that is not theirs and does not belong to them? I wonder! **********, I demand that Stripe should explain to me here why they are holding my account balance hostage explicitly. And I demand that they should release my account balance immediately!

  

  Business Response

  Date: 10/12/2022

  Below is Stripe's Response to the complaint submitted by ******************* (herein referred to as the "Complainant") on October 12, 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 4, 2018 under the name "***************** LLC" at https://heaventech.**. Stripe processed payments for the account owner until August 28, 2022.
  
  During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. On August 28, 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. For the reasons exp

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18197024
  
  I am rejecting this response because:
  
  Stripe is falsifying all claims because they just recently updated their terms and conditions which added such restrictions. If their terms has been in effect since 4yrs ago, why wouldn't Stripe raise a red flag of any business violation untill now? Beside this ill decision they carried out against my account, why wouldn't Stripe release my pending balance that is in my account without any information provided. And why would they have any rights to place a hold on my account balance? Stripe is showing the world that they are arbrating in business practices by taking over vendors account even with a funded account that does not belong to them. Hencefoth, I demand that Stripe should release my balance immediately unless they want their investors to take note of their bad business practices for reasons best known to them. 
  

  If Stripe recently made changes to their terms and conditions, they should allow any vendors who cannot meet up with such unhealthy strict demands to clear their accounts before forcefully closing their account in an arbtrary fashion. 
  

  Moving forward Stripe should tell the world or even their investors why they would place a hold on an account balance that does not belong to them without any justification. Just as they indicated, I have been involved in healthy financial activities by providing all needed information for business practices, and none of my customers/clients have ever complaint about my services or billing I provide. So, for Stripe to just make adjustments to their terms and coditions and immediately restrict myself and others out of their platform shows that they are involve in an unhealthy and unprofesssional business practiceses which needs an indebt investigation. I awaits Stripe positive response as soon as possible.

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

  

  Business Response

  Date: 10/20/2022

  As stated in our prior response, the decision for closure arouse from a recent routine review. Though reviews happen at the time a user signs up for a ******************** account, Stripe continues reviews and monitoring in line with ever changing regulations, laws, and requirements. As such, when Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement, we notified them of our concerns and that we 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
  
  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: 10/21/2022

   
  Complaint: 18197024
  
  I am rejecting this response because:

  Again, from my initial complaint, I have stated that I cannot contest your decision since you own your platform. But, in all your responses, why haven't you responded to my inquiry regarding my balance that is available? According to your account closing procedure, account balance should be without funds before closing. But you decided to arbitrate your own rules you set in account closure procedure. Second, you never gave reasons to why you took hostage of my balance when closing the account. My main concern is that you took over my balance when you closed the account. Again, can you explicitly explain to the world and your investors why you took over my current balance when closing my account? Why didn't you make sure my account has no funds before closing it?

  Hence, I demand that you relesease my balance funds from my account asap! Unless you have reasons for your actions and that should be explicitly explained here. 
  
  Sincerely,

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

• Initial Complaint

  Date:10/11/2022

  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 had a client try to make a payment of $4,350 on September 13th and since then Stripe has gave every reason not to make the payout. Stripe has stated they are going to issue them a refund but they still have not been refunded their money and my dashboard is telling me Stripe is supposed to refund half of the money and send the other half to my account but it is gave me three different days every time the day arrives there's been no payout. Stripe continues to send emails back with another excuse. It's been a month now and this is getting ridiculous.

  

  Business Response

  Date: 10/13/2022

  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 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 24, 2022 under the name "Services" at https://www.facebook.com/AuthenticHomeSolutions/.
  
  "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.
  
  In order to complete the review on their account, Stripe requests that they supply invoices for each successful charge 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.
  
   

• Initial Complaint

  Date:10/10/2022

  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.

  i Registered a stripe account to process payment from me. there is no dispute on my account and stripe is refusing a payout to me. i have provided all they want and yet they refuse to issue my payout.

  

  Business Response

  Date: 10/12/2022

  Below is Stripe's Response to the complaint submitted by ********************************* (herein referred to as the "Complainant") on October 12, 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, 2022 under the name ************************** at www.alphamailone.com. Stripe processed payments for the account owner until October 4.
  
  During a routine review, Stripe determined that the Complainant's business was at a high risk of losses. On October 4, Stripe contacted the Complainant, informing them that we would no longer be able to support their business as we are unable to accept payments for businesses we determine to be at high risk for losses, as outlined in Stripes Services Agreement:
  
  https://stripe.com/legal/ssa#termination
  
  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 3, 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.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18193050
  
  I am rejecting this response because: on their platform, the information that my funds will be released on Febuary was missing. they categoricay said they will not release the funds to me thus saying they are keeping the said funds for them selves.  i have only received 2 funds from stripe and havent received any chargeback request. on what ground are they holding my funds.. i sell tangible goods. and customers are happy with their products.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 10/20/2022

  As stated in our prior response, in order to mitigate future losses to Stripe as a result of chargebacks or refunds on the Complainant's account, a reserve of 100% of the balance will be held for 120 days, until February 3, 2023. Stripe has not kept these funds for ourselves nor ever made a claim to that fact. For the reasons explained in detail above and in our prior response, Stripe acted in accordance with its Services Agreement in the handling of this merchant account.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18193050
  
  I am rejecting this response because: Alphamail sold a product to the customer and the customers have received their goods and is happy with it. i am one million % sure that there will never be chargeback on my account and i dont see why stripe will keep the funds for that long time.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/09/2022

  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 am a brand new customer of ********************. After a nightmare experience with another processor we came to Stripe hoping it would be better. Everything seemed to be going fine until my first set of transactions came in totaling 15k. They then decided to review my account. After a week of submitting all the documents they asked of me they have now informed me that I am a high risk business and that they are closing my account and pausing my pay outs until February 3, 2023. It was October 6, 2022 when I was given this information. They are holding my funds for 4 months without even having the option of at least refunding my customers. First, this money is deposits to start new jobs for people. Money that I can't get back and jobs I can't start for four months. My clients are not going to wait that long. I have been in business for 5 years and have been taking credit card transactions for over a year with only one dispute ever on record. How am I now a high risk business? Why was this not told to me before transactions came in? My business nor my family is going to survive with this money held up this long. Every time I contact support I am told the same thing with no one providing a solution. I understand having safety measures in place but cannot understand why you would need to do that with a new customer or how you can hold the money with no warning. This will be detrimental to my business and I just need Stripe to understand how this will effect my family and a small business owner that was really hoping for the best in this new relationship with them. I have submitted paperwork many times and still get the same generic email back with no solution in sight. I would call but that option has also now been blocked on my account. I would really love a resolution from Stripe as soon as possible.

  

  Business Response

  Date: 10/12/2022

  Below is Stripe's Response to the complaint submitted by *********************** (herein referred to as the "Complainant") on October 12, 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 26, 2022 under the name "**********************" at foundationupservicesllc.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 5, 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; 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.
  
   

• Initial Complaint

  Date:10/08/2022

  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.

  Stripe decided that my I was high-risk and is now holding my funds for ********************************************************************** like if I could get my funds delivered to me asap .

  

  Business Response

  Date: 10/12/2022

  Below is Stripe's Response to the complaint submitted by ***************************** (herein referred to as the "Complainant") on October 12, 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 June 10, 2022 under the name "Platinum Provider" at https://msha.ke/platinumprovider/#splash.
  
  During a routine review, Stripe determined that the Complainant's business had a high level of chargebacks and was at risk for incurring more chargebacks. On September 12, Stripe contacted the Complainant, informing them that their chargeback rate was over industry standard of 1%, at 9%.
  
  As these chargebacks accumulated, pursuant to the Complainant'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.
  
  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 January 31, 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:10/08/2022

  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 had a stripe account and it was closed over one charge back transaction out of 90. They closed my account without warming and are still a holding about **** worth of funds. I have asked several times do you need a notarized letter from my clients about the services they have received and no response. They have not given timeline as to when they will send the payout. Its been over 6 months and we are way past the charge period. I would like a response because I this point I did the job for free. I also asked if they can just refund the clients so they can pay me through another medium and again no response. This is slave labor at this point because they received services essentially for free since I WAS NEVER COMPENSATED. This needs to be resolved IMMEDIATELY

  

  Business Response

  Date: 10/14/2022

  Below is Stripe's Response to the complaint submitted by *********************************** (herein referred to as the "Complainant") on October 14, 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 March 3, 2021 under the name "S3 Solutio" at https://linktr.ee/shedah3. Stripe processed payments for the account owner until March 15, 2022.
  
  During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. On March 15, 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 Stripe is unable to reopen the Complainant's account, their payouts have been enabled and will be paid out to them shortly. 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:10/07/2022

  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.

  I created a stripe account to raise money for a nonprofit organization. The online platform i used was RallyUp, which integrates with Stripe. Only Stripe has access to the funds. I received one payment just fine. Then for no reason, a payment failed. I contacted support on 10/3/22 to ask why a payment failed. They said my account needs to undergo a verification process. After talking with them for a bit (via chat because you can't call them??), they said they were going to look into this and try to resolve as quickly as possible. I was satisfied with that answer. Yesterday, 10/6 I logged into the Stripe platform to see if the remaining funds I raised were going to be processed soon. It said "arrival tomorrow, 10/7." Now today, 10/7, the funds arent in my account. Stripe dashboard now says estimated to be paid 10/11. This is insane. There is no reason that you should be holding onto money that I raised for a nonprofit organization? They are claiming my "account needs to be verified" - how did I already receive money then? Shouldn't you verify an account once it's created? I have vendors to pay from my fundraiser and this is going to have to come out of my own money if this doesn't get resolved. This has to be illegal, just holding onto someone else's money...?

  

  Business Response

  Date: 10/11/2022

  Below is Stripe's Response to the complaint submitted by *********************;(herein referred to as the "Complainant") on October 7, 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 13, 2022 under the name "***** Fund" at https://go.rallyup.com/c3c7b9/Campaign/Details. 
  
  
  "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.
  
  
  For context, Stripe sent a questionnaire to the Complainant on September 22, ********************************************************************************************************** order for Stripe to protect consumers and remain compliant with our financial partners, we must know how the stored information is secured and used. We did not hear back from the Complainant regarding the questionnaire until October 3, 2022. At this time, we were informed that the account was being used for a fundraiser only. The review was able to resume; and completed successfully on October 7, 2022. Payouts were re-enabled the same day. Unfortunately, the Complainant also raised this BBB complaint on October 7.
  
  
  For the reasons explained in detail above, Stripe acted in accordance with its Services Agreement in the handling of this Stripe account.