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:10/04/2022

  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 have tried to cancel this account for years and is getting the run around and new bills every time. I finally got someone to send me a link and now they wont close because of a balance. I have my emails requesting that this account be closed and screenshots of their error messages when I tried on their website. And you cant speak to anyone .

  

  Business Response

  Date: 10/05/2022

  Below is Stripe's Response to the complaint submitted by ****************** (herein referred to as the "Complainant") on October 5, 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 November 14, 2016 under the name "Hairskinmagic.com LLC" at https:***********************************. Stripe processed payments for the account owner until August 21, 2017.
  
  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 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
  
  Due to refunds processed on the Complainant's account, they have a balance of -$340.35. The Complainant is responsible for this balance in full immediately.
  
  Stripe shares more on this in its email to the Complainant on October 2, 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:10/04/2022

  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 suspended my account and requested that I provide invoices to verify some transactions, I indicated that these invoices were sent to the customer via ******************** upon successfully completing a payment base on their description of the invoice they are seeking, I. also sent the documentation of the conversation between my company and the client and offered to send them some company documents to verify legitimise as they indicated our website www.shattaroadrekrdz.com didn't seem like much, it was also advised that the website was rebuilt using beatstars.com as we found it to be more reliable so the contents will be slow added back, we also shared transaction from Paypal with is also another payment provider our website uses and the have not re-opened my account it has been 2 weeks now, I keep on trying to contact them but the refuse to reply, .. I spoke with the reps via chat who keeps on telling m I have not provided what was requested and I have to be sending them screenshots of our conversation when they should have already had those, Reference #********. My account was suspended on September 15, 2020 and I have not been able to withdraw my already existing fund nor get any new sales because of this

  

  Business Response

  Date: 10/07/2022

  Below is Stripe's Response to the complaint submitted by **** Duhaney (herein referred to as the "Complainant") on October 4, 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, may 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 November 30, 2021 under the name "Shatta-Road Rekrdz LLC" at https://www.shattaroadrekrdz.com/. 
  
  
  The Complainants ability to transfer payouts was suspended on September 15, 2022 because we have not been able to use the information registered on their Stripe Dashboard to understand their business model and advertising practices. We requested invoices or communications between the Complainant and their customers to understand advertising. Know Your Customer (KYC) obligations require ******************** to verify certain information about businesses and account holders. During the time that you use Stripe, Stripe may need to request additional information from you. The verification process is listed here 
  https://support.stripe.com/topics/verification and discloses that Stripe may suspend parts of the account, including payouts and charge creation, until successfully completed.
  
  
  The Complainant provided some invoices and communications on September 17, 2022. Our verifications team reviewed this in conjunction with the provided website and a recent fraud dispute raised against the Complainants Stripe account that had not received defending evidence by the Complainant. The review raised concerns over customers understanding who they are doing business with. On September 20, 2022, Stripe requested additional details showing that the Complainants customers receive transparent information, which have not been provided as of the date of this complaint.
  
  
  The Complainant states that Stripe Support has not responded to requests for updates. Our records show the Complainant spoke with Stripe Support via online chat on September 19, 2022 and twice on October 4, 2022. Following the initial chat conversation, on September 20, Stripe Support followed up to request the supplemental information referenced above. The Complainant chatted with Stripe Support again twice on October 4, 2022. Following each conversation, Stripe Support referred the Complainant back to the supplemental information previously requested. Stripe would be happy to renew our verification review but the information weve requested must be provided first.
  
  
  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: 10/07/2022

  
  Complaint: 18166229
  
  I am rejecting this response because: Stripe requested additional details showing that the Complainants customers receive transparent information which cannot get any clearing than the conversations provided within the screenshot and also the information provided on all product description on our website www.shattaroadrekrdz.com which is simply a pro page of our Beatstars.com profile https://www.beatstars.com/shattaroadrekrdz  All our products clearly state what each customer will be provided and the requirements need to process each order. To make it clear here Shatta-Road Rekrdz LLC is an Recording Label/Studio that deals in Audio Recording / Mixing / Mastering / Beat Making or Remaking and Beat license as indicated in our website and in accordance with our Company license  which we opted to provide if needed. As indicated in our license info and on all product listing there is absolutely no refund on digital items(which are the only type of products offered) our products also indicate that all items are delivered instantly after payment as show in an example of our listing https://www.shattaroadrekrdz.com/services/mixing-97935
  
  Please note that we are not always in communication with a customer as they have the ability to just purchased and the products are auto delivered instantly but some customers may contact us depending on the item purchased or if they have questions. Also because of our No Refund policies customer might opt to report a chargeback once the funds are removed from our account we see no point in perusing the matter. 
  
  We hope to resolve this issue in a timely manner, let us know if there is anything else we should do on our part to get to a positive resolution ASAP.
  
  
  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 7, 2022.
  
  Stripe has used this complaint as an opportunity to further review the information submitted by the Complainant on September 18, 2022 during a support interaction. After reviewing this, Stripe has determined that it is able to fully enable all capabilities on the Complainant's account as of October 11, 2022.
  
  Should the Complainant see further issues with their account, Stripe requests that they flag this via support.stripe.com/contact.

  Customer Answer

  Date: 10/21/2022

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

  Customer Answer

  Date: 11/03/2022

  I would like to reopen my complaint as the business closed my account yesterday October 25th and also debited my business bank account $581.72 today

  Kind Regards,

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

  

  Business Response

  Date: 11/03/2022

  The Complainant was offered the opportunity to submit invoices or other support of charges made using Stripe's service. In these communications, we requested to specific information not on the standard transaction receipts provided by Stripe. For example, we asked to see dates and descriptions of services that would make customers aware of what they are purchasing. The Complainant declined to provide this level of detail which resulted in the closure of the Stripe account. On Oct 25, 2022 Stripe paid out $581.72 to the Complainant. Due to the dispute filed by the Complainant's customer citing Fraud, which was ruled in favor of the Complainant's customer, ******************** tried to debit this same amount the following day but was unsuccessful in collecting the money.

  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: 11/05/2022

  
  Complaint: 18166229
  
  I am rejecting this response because: based on the previous messages via the BBB when my account was previously suspended Stripe restored my account on OCTOBER 11, 2022 after I provided an explanation of my business My business is in the Music Industry www.shattaroadrekrz.com and I explained that all my products and services shows a clear description and does not offer refunds so one can do whatever it is they please to try and get there money back. The dispute you mentioned was already on my account and it was still reopened... there was no additional dispute thereafter. Stripe also did not rule in favour of the dispute complaint that was a lie I was the one that accepted the dispute and had the fund returned. Keep in mind that when the dispute was originally created the funds in question was placed on hold which was $400 so there was never any reason for Stripe to try and debit my bank account $581.72 which also left me with over draft fees... Additional Stripe requested my companies document which was provided and then my account was close for no apparent reason.
  
  To sum this all up here is a timeline of the events that unfold
  
  Payment Disputed on Sept 12, 2022
  Account Suspended and documents requested (I can't recall the date but you should have it on record)
  BBB case opened OCT 4, 2022
  Account Restored OCT 11, 2022
  Account Closed OCT 25 (without any additional disputes)
  
  

  Stripe is trying to twist this into something it is not... Why Re-open my account only to close it 2 days after you told me it was re-opened via this BBB case(FOR NO REASON)

  THIS CAN BE VERIFIED VIA THIS BBB HISTORY...  I have also attached a few screenshot of my Stripe Dashboard showing the charge and the outcome.

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

  

  Business Response

  Date: 11/16/2022

  This response was provided to an internal complaint filed by the Complainant:

  On October 25, 2022, Stripe determined that your account was too high risk to support. As such, it closed your account. The closure of your account is in accordance to Stripe's Service Agreement: https://stripe.com/legal/ssa#termination This closure was in error as we had already ruled on the issue of supportability on October 11, 2022. Following the submission of this complaint, Stripe has taken the opportunity to re-review your account and determined that your account is supportable. As such, it has been reopened.
   
  Stripe apologizes for the inconvenience caused. It is not our intent to ever close an account in error. As a goodwill gesture, we have added $500 in fee free processing. This means Stripe will process the next $500 in charges without any Stripe processing fees. Before it will be activated though, you will need to log into your account and accept the discount. Please note that you will still see a fee listed on each charge, but they will be combined and credited back to you as an adjustment when we calculate the total for each payout. You will be able to see the adjustments and final payout amount once each payout is scheduled here: https://dashboard.stripe.com/balance/overview As a reminder, this fee-free discount will be eligible for 1 year or until you exceed the total amount of the discount.
   

• Initial Complaint

  Date:10/03/2022

  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.

  Opened a new account with Strip via XERO the accounting software not long after we set up the new company. We collected two payments from clients for services we are licensed to provide, namely finance broking. We were contacted by *************************** an outbound business associate of Stripe, to promote their services, however a week later we received an email stating they were restricting the account, I forwarded this off to ******, who said he would investigate. A week later when I got the second such email and completed their online form, I called ****** who said he had escalated the issue and had confirmation that they have reviewed our website and approved it. Not long after another email from STRIP saying they would not pay out on any funds they had collected, for some violation of their policies. Have sent them a copy of the licence under which we operate at the highest level. They have no process to speak to anyone and cannot differentiate a legitimate, licensed and insured business. I have removed them from our payment options.

  

  Business Response

  Date: 10/05/2022

  Below is Stripe's Response to the complaint submitted by *************************** (herein referred to as the "Complainant") on October 5, 2022.
  Stripe Overview
  
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission.
  
  Merchants have control over what information is provided to Stripefor credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account. Merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/legal/ssa.
  
  [1] https://stripe.com/payments
  
  Merchant Account Overview
  
  The Complainant submitted an account with Stripe on August 1, 2022 under the name "Borrower First ******** at www.borrowerfirst.com.au. Stripe processed payments for the account owner until September 14.
  
  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 for lending services, per its Prohibited and Restricted Business list https://stripe.com/legal/restricted-businesses. On September 14, 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
  
  All funds have been paid out to the Complainant as of August 8, 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:10/03/2022

  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.

  My business used stripe for active days to collect payments because a lot of high risk orders coming in which led to disputes Stripe shut our account down, which totally reasonable we understood so they told us we had to wait 120 days and that on October 2nd this would mitigated and 100% of funds would be returned they just kept it for future disputes, I kept frequently checking my dashboard over the months to make sure everything was going correctly, and it looked like it was we worked with them gave them all the information they needed, and yesterday on October 2nd I check my dashboard and all of my reserve funds are gone now and all it has is a specified amount of much less than the reserved funds that says is estimated to be payed out but the expected date keeps changing. I have emailed them since yesterday no response. I checked my payments theres no transaction history of where the reserved funds went. I dont know if this is some sort of scam they pull on their customers.

  

  Business Response

  Date: 10/05/2022

  Below is Stripe's Response to the complaint submitted by *************************************** (herein referred to as the "Complainant") on October 5, 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 25, 2022 under the name "ORBEEZBLAS" at orbeezblaster.com. Stripe processed payments for the account owner until June 4.
  
  During a routine review, Stripe determined that the Complainant's business was at a high risk of losses. On June 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 October 2, 2022
  
  Stripe has additional information regarding reserves available via its support documentation:
  
  https://support.stripe.com/topics/reserves
  https://support.stripe.com/questions/reserves-faq
  
  As the reserve has expired, the Complainant's payouts have been enabled so that they may receive their final payout. This will be sent to them on October 7.
  
  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:10/02/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stripe has done this the 5th time in a row, they emailed us to provide proof of business and to give invoice of transactions that occurred through the payment processor. After we submitted everything they said they will close the account because there is a risk of disputes occurring. All our clients have thanked us and we have had no disputes at all in the last 3 years of doing business. Our main business is helping people start their own online business by giving them consultations and guiding them on doing such an incredible way. We would like to make sure they don't close our account and they are holding our money because of this and we want to get that back as well

  

  Business Response

  Date: 10/06/2022

  Below is Stripe's Response to the complaint submitted by *********************** (herein referred to as the "Complainant") on October 6, 2022.
  
  Stripe Overview
  
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, *** be requested by Stripe after submission.
  
  Merchants have control over what information is provided to Stripefor credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account. Merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/legal/ssa.
  
  [1] https://stripe.com/payments
  
  Merchant Account Overview
  
  The Complainant submitted an account with Stripe on May 14, 2022 under the name "RB prime" at https://amazonalphascoaching.*********.com/courses/amazon-alphas-academy.
  
  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 September 30, 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.

  Customer Answer

  Date: 10/07/2022

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

• Initial Complaint

  Date:10/02/2022

  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 sent an invoice to a client using ******* though I have no credit card payments accepted, some how stripe had attached secretly a pay with credit card form..forms... the client paid using it though I have no account.I've contacted stripe multiple times with no resolution on reversing charge or why they accepted it seeing I have no account.They are now holding his funds hostage, and saying they are going to charge 107 dollars to reverse the charge.

  

  Business Response

  Date: 10/06/2022

  Below is Stripe's Response to the complaint submitted by ********************* (herein referred to as the "Complainant") on October 6, 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 20, 2022 under the name "JC Racing" at imperiumbattery.com. Stripe processed payments for the account owner until September 20.
  
  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 September 20, 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: 10/07/2022

   
  Complaint: 18155613
  
  I am rejecting this response because:
  I had never approved Stripe to accept any c.c. payments, I have never even heard of this company before it some how attached itself as a payment method to my invoice with out my authorization.

  Then they forced me to setup an account so that I could reverse the charge, after which they denied my ability to return the clients funds and is holding his funds for 120 days.

  Luckily this client is friends of a friend and has sent a check for the batteries he is desperately 

   needing.  Never the less Stripe has acted as a pirate of funds and fraudulently imposed themselves as a payment way for my buisness.

  
  Sincerely

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

  

  Business Response

  Date: 10/20/2022

  As the only charge on the Complainant's account, ch_3LjtzEGD3NqbuKJe0jxyTlmM, has been disputed, Stripe has no further funds held in the Complainant's balance.

• Initial Complaint

  Date:10/01/2022

  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.

  stripe has held my funds for months after claiming they cannot do business with me. this time is well past any possibility of a chargeback, and at this point all THEY ARE DOING IS HOLDONG MY FUNDS INDEFINITELY WITHOUT A RELEASE DATE. I have been patient and waited, sent numerous emails in good faith now they are in violation. i would like my funds released asap

  

  Business Response

  Date: 10/05/2022

  Below is Stripe's Response to the complaint submitted by ********************* (herein referred to as the "Complainant") on October 5, 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 7, 2021 under the name "Icon of ******************* LLC" at Facebook.com/iconofclassentertainment. Stripe processed payments for the account owner until April 22, 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 April 22, 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 the funds held in their balance. Stripe has reviewed the Complainant's account again in light of this complaint and determined that it will need to remain closed. 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: 10/11/2022

   
  Complaint: 18154926
  
  I am rejecting this response because: stripe is not allowed to hold my balance indefinitely to cover themselves from loss. The time for a charge back on a transaction has well elapsed as over 3 months had passed, and there is no legal reason to hold my funds. This is not a lawful response and their policy does not disregard the law on these matters. Stripe will have to provide evidence as to why this indefinite hold of funds is letal and why ahould I wait more than necessary without a date to get my funds? 

  My request does not ask for reinstatement of account as I do not wish to d9 business with this company again. They need to refund my money as the have no right to hold it 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/20/2022

  Stripe refers the Complainant to section "5.6 Stripe Remedies Scope." of its Service Terms via https://stripe.com/legal/ssa which state, "Stripe may, in accordance with Sections 5.4 and 5.5 of these Stripe Payments Terms: (b) change the Payout Schedule or delay or cancel the payout of settlement funds to the ********* Accounts;". Per this section of its Services Agreement, it is unable to release the Complainant's balance at this time.

• Initial Complaint

  Date:09/29/2022

  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.

  Ive been a stripe user for years. Recently I had my first dispute and it was a faulty dispute that I won in stripe court. After that they decided they are holding a percentage of my funds due to my rating of complaints to transactions. I only have one complaint with over 68 positive transactions & that was a faulty complaint that they acknowledge but still reprimand me for doing a good job. The amount they are holding could help me feed my family as I am a small business. They refuse to release my funds and now a hurricane has hit ******* and Im still in dire need of my funds. Im a real small business owner who is being hurt the policies that stripe would like to put in place over night to accommodate them selves! Stripe please take off the corporate hat and help the actual people in need that use your services day in and day out. The resolution here would be look at my account and see I have never committed fraud or had any disputes with you until this one faulty complaint by some one who just wanted their money back and to reinstate my account so I can accept 100% of my funds with in 2-3 business days. Finish the job! Release my funds! You say call the help hotline and we will help. No you dont, you try and keep the person on the phone for hours explaining your policies that only benefit stripe and not the customer at all! I want a corporate contact.

  

  Business Response

  Date: 10/04/2022

  Below is Stripe's Response to the complaint submitted by ****************** (herein referred to as the "Complainant") on October 4, 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 1, 2021 under the name "Djs Party Planners and Beyond" at CapturedbyGio.com.
  
  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 August 17, 2022, Stripe contacted the Complainant, informing them that their chargeback rate was over industry standard of 1%, at 5.26%.
  
  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.
  
  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:
  
  25% of their balance will be held for 45 days, until October 1, 2022
  
  On August 23, Stripe updated this reserve to be for 10% of their balance until October 22. As the Complainant has not received additional disputes, Stripe has removed this reserve as of October 3, 2022. They'll now receive their payouts in full.
  
  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:09/29/2022

  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 have been using stripe for over a year now. I run an automotive shop so we use credit cards quite often. Everytime we make a transaction over $1k our account gets flagged and payouts are paused. This extremely frustrating to have my account do that everything we process a payment. When we call stripe we're are told the same thing everytime. Your account is under review and it takes almost a week to recover funds. At this point me and about 20 other consumers have figured that stripe pauses accounts to collect fees then make one big payout to account holders after they have accumulated fees. Stripe is scamming customers with this business tactic to accumulate funds threw fees and holding the funds hostage.

  

  Business Response

  Date: 10/05/2022

  Below is Stripe's Response to the complaint submitted by DL ***********;(herein referred to as the "Complainant") on Sep 29.
  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 Feb 2, 2022 under the name "***************************" at http://ldtowingcollisionllc.com/. 
  
  
  "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.
  
  
  From Jul 7 - Jul 17, Stripe paused payout to the Complainant until they completed ID verification. ******************** also paused payouts from Sep 17 - Sep 30 as we awaited the Complainant to provide a working website and supplemental information showing the nature of their business. After the Complainant satisfied these requirements, the Stripe account was reenabled. As of the date of this response, the account is full enabled.
  
  
  We investigated the Complainant statement that the account is paused after transactions higher than $1,000 are processed, but found no support for this claim. We noted multiple transactions exceeding $1,000 which have not triggered payout pause. The only instances of payout pause have came from times where verifications or account information was incomplete.
  
  
  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:09/23/2022

  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 am not a business. I am an individual who made a sale to another individual for an expensive record tone arm. Audiophiles do this using the website Audiogon.com. The buyer, purchased the tone arm for $3500 on 7/28/22.The buyer did not return the purchase or complain to Audiogon. I have communicated with him and he assured me he had no complaint with the purchase. I have bought and sold audio gear for 18 years using **** and Audiogon. The demise of most "brick and mortar" high end audio stores has facilitated this. I have bought more than I have sold. I am 77 years old and decided to maybe share with others some of the treasures I have collected. I had not sold an item for over two years with Audiogon. During that time Audiogon signed up with Stripe to be able to process credit cards other the Paypal model. If I wanted to sell on their site, I had to sign up with Stripe.My tone arm was sold and paid for and I waited for my payment. Stripe stated online because it was a first time sale it would take up to two weeks for payment to me. Payment did not arrive. I emailed and was told it was a matter of time. One month passed and I became very concerned. Email went back and forth as my case was being reviewed. I finally got a response asking for non stock pictures of my inventory and all items for sale. I did my best to explain I am not a business, it was a one off thing. Next I am informed my account is being investigated for fraud. Then my account is frozen. My money is in limbo land. Because Stripe collected their fees only $3398.20 remained in the account. They would not pay it to me and would return to the buyer because of insufficient funds. I have spent days and days of my time emailing and Stripes ever so polite machine generated responses review and refer to further escalation of my case. I got a Case ID#*********. No help. no money. Last response they will hold the funds for another 120 days

  

  Business Response

  Date: 09/26/2022

  Below is Stripe's Response to the complaint submitted by **************************;(herein referred to as the "Complainant") on Sep 23.
  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 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 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 Jul 26 under the name "audiogon" at https://www.audiogon.com/users/coiner55. Stripe processed payments for the account owner until Jul 28. 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 if we are unable to complete our KYC (Know Your Customer) process based on the information shared with us. During our KYC process, we *** request supplemental information in order to under a user's business model, advertising methods, inventory, services, or identity. If the Complainant is unable or unwilling to provide the level of information Stripe needs to comply with KYC laws, the level of risk to Stripe elevates and *** become too high for Stripe to support. On Aug 19, 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
  
  
  Reserve Terms
  The closing of this account was in accordance with the following section of the Stripe Terms of Service:"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
  
  
  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 January 21, 2023. Funds will be transferred to the complainant's bank account on January 21, 2023. This is in accordance to Stripe's Terms of Service: "We *** 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
  
  
  The Complainant *** log into their Dashboard - Balances - Held in Reserve to see the reserve balance. 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.