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:09/15/2022

  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.

  On 9/1/22, ******************* Construction (**********) sent me an invoice for $3000 for services rendered. The invoice included a link to pay through Stripe. Payment of $3000 was successfully made on 9/2/22 using my MasterCard. Almost immediately, Stripe sent *************************** an email stating that they could not service their account nor send them the money. They put a hold on their account and our payment, and refuse to refund to my credit card.Stripe has now unlawfully been holding our money for 13 days. Multiple attempts by *************************** and myself have been made to Stripe to resolve this problem. They do not have phone support and only communicate via email and thus far have done nothing. This company is a total scam.

  

  Business Response

  Date: 09/21/2022

  Below is Stripe's Response to the complaint submitted by *********************;(herein referred to as the "Complainant") on Sep 15.
  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, 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
  Stripe's Relationship to the Complainant
  To clarify, Stripe is not the merchant. As Stripe is not the merchant, it is not held responsible for the customer service administrated by ******* Construction. This is outlined in the Terms of Service: "You know your Customers better than we do, and you are responsible for your relationship with them. Stripe is not responsible for the products or services you publicize or sell, or that your Customers purchase using the Services; or if you accept donations, for your communication to your Customers of the intended use of such donations. You affirm that you are solely responsible for the nature and quality of the products or services you provide, and for delivery, support, refunds, returns, and for any other ancillary services you provide to your Customers." https://stripe.com/legal#your-relationship-with-your-customers
  
  
  In order for the Complainant to get a refund or update on their purchase, they will need to contact ******* Construction. Stripe has been in contact with ******* Construction directly on this matter to make them aware of what is needed to resolve this matter with the Complainant. Should ******* Construction not respond to your concern satisfactorily, you may file a dispute with your financial institution regarding this transaction.
  
  
  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: 09/22/2022

  Complaint: 18029749
  
  I am rejecting this response because:
  
  

  *************************** has done everything asked by Stripe in order for Stripe to initiate the refund, but they have failed to do so. Stripe never transferred to ***************************'s bank account the funds paid for Invoice #8 on 9/2/22 (through my credit card ending in ****); therefore *************************** cannot provide the refund. Stripe is still holding the $3000.00 as can be seen in the included Stripe printouts provided with this response. The only thing that Stripe has done is withdraw $117.30 from ******* ****************** account to cover fees.

  Stripe needs to process this refund immediately.

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

  

  Business Response

  Date: 09/26/2022

  In order for the Complainant to get a refund or update on their purchase, they will need to contact ***************************. Stripe has been in contact with *************************** directly on this matter to make them aware of what is needed to resolve this matter with the Complainant. Should *************************** not respond to your concern satisfactorily, you may file a dispute with your financial institution regarding this transaction.
  
  
  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: 09/27/2022

   
  Complaint: 18029749
  
  I am rejecting this response because:
  
    Per the enclosed file, *************************** has done everything they have been asked to do by Stripe in order to refund my funds. Stripe refuses to process the refund of the funds that they still hold in their system. Stripe *** is a scam.

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

• Initial Complaint

  Date:09/14/2022

  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 used Stripe as a payment gateway to process funds through my e-commerce website. Everything was fine up until stripe sent me an email saying that they will reserve 10% of my funds (see screenshot 1). The email states, in other words, since my account had a high dispute rate, they would reserve 10% of my funds. Mind you, I only had ONE dispute DUE TO THE **** the customer was trying to scam my business (see screenshot 2, 3, and 4). He put in a dispute after I sent him a tracking number so he could get his money AND receive the item. He purchased July 3, 2022 and waited the day after receiving the tracking number (July 6,2022) on July 7, 2022 to do a chargeback. I contacted the customer and he didn't respond so I refunded him.After that, as you can see from screenshot 2, I didn't have anymore disputes. All customers placed their orders and their items were shipped. Once I seen stripe was holding my funds and I couldn't cover the shipping cost because of this, I stopped using stripe completely so there was no activity such as risk, disputes, or anything of that matter that was raised. I saw that they were holding $757.58 of my profit and $240.49 in reserve. This is after September 9, 2022 btw. Going back to the first screenshot, they said they would RELEASE ALL MY FUNDS SEPTEMBER 9,2022. I didn't have no additional disputes so extending my reserve wasn't necessary. I have been in contact with several reps and they kept telling me to send in pictures of my inventory. I told them I was no longer selling so I don't have that much but regardless I was promised a release of my funds Sept 9. They disregarded and kept asking for pictures. They also said they would extend my reserve.. FOR NO REASON (screenshot 10)! Just today, I received a email saying my funds will be held for 120 days and they also won't be taking payments because of "non-authorized payments by customer" as you can clearly see all payments were authorized. This is sketchy! I want my payouts!

  

  Business Response

  Date: 09/21/2022

  Below is Stripe's Response to the complaint submitted by Deshani Sibblies (herein referred to as the "Complainant") on Sep 14.
  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 Jun 29 under the name IceyBlvd at https://******.com/IceyBlvd. Stripe processed payments for the account owner until Jul 25. 
  
  
  Payout Suspension
  During a routine review, Stripe identified strong signals that the Complainant's account was in violation of the Stripe Terms of Service. Specifically, Stripe cannot process payments that *** be unauthorized by the owner of the charged card. As a result, we notified the Complainant on Jul 25, that we needed supplemental information to verify their business and website, and that payouts would be suspended unless this is completed successfully. We requested non-stock photos showing what is being sold with quantities. In response, the Complainant provided one photo on Sep 12 which did not provide enough detail for us to satisfy KYC (Know Your Customer) law requirements. As such, the Complainants account has continued with payout restrictions.
  
  
  Disputes and Reserves
  Our records show more than one dispute against the Complainantone filed Jul 2022 and another Sep 2022 both for Reason: Fraudulent. As a reference, the industry standard for an acceptable dispute rate is anything less than 1%.  
  
  
  Given the potential of losses to Stripe from a high dispute rate, Stripe implemented a reserve. The initial reserve was communicated Aug 3 due to a 6.3% dispute rate, and we informed the Complainant funds from the reserve would be used for disputes and the reserve would expire on Sep 9 if the dispute rate declined. This plan required a 10% reserve on each transaction. Unfortunately, another dispute came in and the reserve plan was extended. This reserve plan requires 100% reserve for 120 days, which is the maximum time the Complainants customers have to file a dispute against the Stripe account. Funds from the reserve will be used for disputes filed within this window, and remaining funds will payout on Jan 13, 2023.
  
  
  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. 

• Initial Complaint

  Date:09/14/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/19/2021, at 4:16 pm (EST) our Stripe business acct was hacked into. Five customers had fraudulent charges totaling $8,000 of which $5,000 was deposited onto a debit/credit card that the individual added to our stripe acct to give them instant access to the funds. They were only able to do just the $5k because that was the daily limit for auto payment. ******* made attempts on other cards but those failed. Earlier on same date we processed payments for 3 customers totaling $869.20. 5/20/21, we noticed that there was fraudulent activity on our acct so we immediately reached out to Stripe customer service after changing our login email and password and advised our customers of the fraud. When we finally reached customer service, we were told that the **** does not handle this type of situation and they would have the appropriate **** call us back. They offered no other phone number to call for help. After several weeks of attempting to get someone for fraud help to no avail we reached out to our local state police **** and filed a report (7/9/2021 attached). We have kept in continuous contact with ********************** and she also stated that she has not been able to reach anyone at Stripe. All but one customer received a credit back under fraud protection from their respective banks except for one customer who was charged $4,000, to date he has not been refunded. The $869.20 that we processed legally at 10am on 5/19/21 has yet to be released to us. It should be noted that any time someone from Stripe called us back they left a voice message but never one time left a phone number to reach them back at. We had to go through their generic customer service all over again and still no resolution. It has been over a year, Stripe has been of no assistance as we (PL & trooper) are unable to speak to someone in their fraud department in getting our client their $4,000 and us $869.20. We are seeking a full immediate release of $4,869 which is due to us.

  

  Business Response

  Date: 09/20/2022

  Below is Stripe's Response to the complaint submitted by ********************************* (herein referred to as the "Complainant") on September 20, 2022.
  Stripe Overview
  
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept 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, 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 October 16, 2017 under the name "Primrose Landscaping" at www.primroselandscapingllc.com.
  
  On May 20, 2021, the Complainant reached out to Stripe about unauthorized access occurring on their Stripe account. Given this, Stripe placed a hold on the Complainant's account to mitigate additional damages from occurring. Stripe reached out to the Complainant several times regarding next steps to resolve this, starting on June 7 and ending on June 15, but the Complainant has failed to provide the information requested. As such, Stripe has not be able to remediate this issue. 
  
  In order to resolve this for the Complainant, Stripe requests that they supply the requested information via support.stripe.com/contact. This is attached below for their convenience: 
  
  *** The company's articles of incorporation or establishment
  * Your SS-4 letter from the IRS
  * A board resolution naming you as the company's acting party
  * An operating agreement between yourself and the company representative**
  
  **Additionally, it would be helpful if you can send your bank statement showing at least the last two transfers from Stripe.**

• Initial Complaint

  Date:09/14/2022

  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.

  Ordered items from Halibuy. Stripe processed payment , which was never delivered. According to California code items that are not delivered within a specified time automatically qualify for a refund. I am still awaiting a refund o. These items. Company received monies for items that were not delivered and made a claim with **** to regain additional monies.

  

  Business Response

  Date: 09/14/2022

  Below is Stripe's Response to the complaint submitted by ************************;(herein referred to as the "Complainant") on Sep 14.
  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, 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
  
  
  Stripe's Relationship to the Complainant
  To clarify, Stripe is not the merchant. As Stripe is not the merchant, it is not held responsible for the customer service administrated by its users. This is outlined in the Terms of Service:
  "You know your Customers better than we do, and you are responsible for your relationship with them. Stripe is not responsible for the products or services you publicize or sell, or that your Customers purchase using the Services; or if you accept donations, for your communication to your Customers of the intended use of such donations. You affirm that you are solely responsible for the nature and quality of the products or services you provide, and for delivery, support, refunds, returns, and for any other ancillary services you provide to your Customers."
  https://stripe.com/legal#your-relationship-with-your-customers
  
  
  In order for the Complainant to get a refund or update on their purchase, there are two options available: 
  It is always best to contact the merchant directly. As payment processor, Stripe was not a party to the purchase agreement between the Complainant and the merchant so we are unable to intervene without first providing the merchant the opportunity to address this matter.
  The Complainant may file a dispute via the bank or card used to make the purchase. This will launch an investigation from their banking institution with the merchant. Stripe will comply with the final decision of the dispute.
  If you are unaware of the merchants contact information or you find that the merchant does not respond to your requests, you may reply through the BBB portal with a receipt for the transaction or providing the merchants website and the details of the transaction for our review. Unfortunately, the business name ******* does not lead to one specific merchant. However, we would like to hear from you if the merchant is non-responsive.
  
  
  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. 

• Initial Complaint

  Date:09/14/2022

  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 started a drop shipping business (e-commerce) in August, 2022. I am new to the industry, and wanted to start out small to gain experience in the e-commerce trade. I opened an account with Big Cartel web host. Big Cartel is a basic web hosting company that offers free plans, as I was only anticipating starting on a small level by selling one product with multiple options for design features, with a goal to expand once the business was up and running with a steady flow of income. Big Cartel was a good choice as a place to begin. They have been very helpful in walking me through the steps. However, they are limited on the resources for implementing into your business model. For instance, Stripe and PayPal are the only two merchants Big Cartel connects you with for customer transactions. On or about Aug. 29, 2022, I signed up with Stripe. I put my website online and began advertising for Visibly Men's. This online store sells vintage professional hair/***** trimmers for men. On Sept. 1, 2022, I made my first sale. On Sept. 5, 2022, I received a note of account closure from Stripe stating there were unauthorized charges on my account. There had only been one transaction on my account, so I reached out to the customer to find out if they had indeed contested the charge for their purchase. The customer informed me that NO, they had not contested the charges, and told me the money had been taken out of their account. I immediately notified Stripe, which in turn corrected their error. This was the beginning of what could only be explained as a nightmare. Again on Aug. 13, 2022, I made a second sale, and AGAIN, Stripe falsely accused my customer of the same thing as the first. Which again was NOT contested. From Sept. 5, 2022, Stripe has harassed me daily by "pausing" my account every 48 hours for various false allegations. As a result, they have cost me my business and my reputation, and have cost me financially.

  

  Business Response

  Date: 09/20/2022

  Below is Stripe's Response to the complaint submitted by ***********************;(herein referred to as the "Complainant") on Sep 14.
  
  
  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, 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 Aug 29 under the name "T9 Trimmer" at https://www.visiblymens.com. Stripe processed payments for the account owner until Sep 13. During the time that the Complainant uses Stripe, Stripe may need to request additional information from them. They are required to provide requested information as stated in the Service Agreement. "At any time during the term of this Agreement and your use of the Services, we may require additional information from you to verify beneficial ownership or control of the business, validate information you provided, verify you or your Representatives identity, and assess your financial condition and the risk associated with your business."
  https://stripe.com/legal#your-stripe-account
  
  
  Stripe provided advance warning that failure to provide the additional information by Sep 13 to verify the account would result in closure. This notifications went out via email on Sep 1, Sep 8, and Sep 11; and our records indicate all emails were clicked.
  
  
  Reserve Terms
  In order to mitigate future losses to Stripe as a result of future chargebacks on the Complainant's account, a reserve was set in place that will last for 120 days. Funds will be transferred to the complainant's bank account on Jan 11, 2023. This is in accordance to Stripe's Terms of Service: "We may 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 may 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 current reserve balance is available on your Dashboard.
  
  
  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: 09/21/2022

   
  Complaint: 18021762

  
  
  I am rejecting this response because:

  Here is a list of Emails sent from stripe that clearly states that Stripe Acknowledged their errors and were willing to correct them, until I spoke up for myself and then everything changed.  Here is what Stripe had to say about my payouts:

  This is the list of emails I have received from you over the last 30 days.  Before I provide them, you must note that there has only been ONE charge on this brand new account I had set up with you through BIG Cartel. You had claimed there was an issue or dispute on a transaction  made through my online store www.visiblymens.com.   I have reached out to the customer, who clearly states that the charge of $27.11 was withdrawn from his account, and that he most definitely did NOT dispute the transaction. He also stated he would be more than happy to provide you with a copy of his bank statement.  There have been no other transactions made through you at this time. You have claimed there were multiple transactions made and contested, but this is simply NOT TRUE. 
  You have now damaged my business, not to mention the business of anyone else selling this particular product by giving this product an untrustworthy name.  Word travels fast in this industry, and because of your deceptive business practices, the effect will be felt by more than just me.  I want proof of what you are claiming, because at this point I am out of pocket expenses that I cannot recover due to your obvious errors. 
  Here is the list of Emails that were sent over the last several days:
  
  My name is *******************************. I recently received several emails from you that read as follows
  
  
  
  Verify your email address so we know its really youand so we can send you important information about your Stripe account.  
  
  
  
       Verify-email-address     
  
  
  
  Two-step authentication enabled  
  
  
  
  From now on, when signing in to your Stripe account, youll be asked to enter a code sent to your phone number ending in **** in addition to entering your usual email address and password.  
  
  Remember to keep your emergency backup code in a safe place. You will need it to log into your account if you ever lose access to your phone.  
  
  Although we dont recommend it, you can disable this additional protection by turning off two-step authentication in your account settings.  
  
  If you did not request this change, please contact us immediately via our support site.  
  
  -The Stripe team  
  
  
  
  A new secret key has been created for your T9 trimmer account.  
  
  If this was intentional, please disregard this email. Thanks for continuing to use the Stripe API.  
  
  
  
  If you were not expecting this to happen, please review your security history in the Dashboard, then consider resetting your password and deleting the new key.  
  
  
  
       View-security-histo
  
  
  
  Congratulations T9 trimmer!  
  
  
  
  You've just received your first payment through Stripe.  
  
  
  
  Your first payout for this payment of $27.11 (minus any fees) should land in your bank account on 9/8/22.  
  
  
  
  PAYMENT
  
  
  
  
  
  $27.11  Payment for Big Cartel order #JAKN-034752 from *********************
  
  
  
  View-in-Dashboard
  
  
  
  This charge will be batched together with any other activity on your account for today at midnight UTC. We dont anticipate any hiccups but, just in case, you might find this helpful if you dont see your payout in your bank account on 9/8/22.  
  
  
  
  Youre receiving this email because it is the first payment being processed through Stripe. According to your current preferences, we arent going to email you for any more successful payments through your account. To turn on emails for successful payments, see your account settings here.  
  
  
  
  We are here to help. Visit our support website for answers to most questions and to get in touch with us.  
  
  
  
  Complete identity verification for ************************* before September 13 to avoid account closure
  
  Hi *****,  
  
  
  
  We're writing to request more information about your business in order to verify your Stripe account for visiblymens.com.  
  
  
  
  Payouts for your account are currently paused, and your account will be closed if we do not receive the necessary information from you in the next 9 days. This is an additional step to the standard identity verification performed on your account.  
  
  
  
  If your account is closed, refunds will be issued for payments that you have received.  
  
  
  
  To re-enable payouts and ensure your account remains in good standing, please complete the required verification steps using an ** for ************************* via your Stripe Dashboard or by clicking the link below.  
  
  
  
       Complete-identity-verification     
  
  
  
  Once you've completed the verification steps, we'll let you know via email within one hour if the ** has been accepted, or if we need anything else from you.  
  
  If you have any trouble completing the verification steps, please see our FAQs about common issues at the bottom of this email. If these dont answer your questions, or you need more time, please let us know by replying to this email and well be happy to work with you. You can also contact us at any time via our Support Site.  
  
  
  
  
  
  We've detected activity on your account that requires an additional verification. Submit a valid ** with the name "*************************" and you're all set.  
  
  
  
  Thanks for contacting S
  
  Hi there,
  
  
  
  Thanks for reaching out. I understand that you have a query regarding your account status and payouts. Allow me to sort this out for you.
  
  
  
  For us to remedy this, I would like to request for you to complete the additional verification below:
  
  
  
  https://dashboard.stripe.com/b/acct_1LcCi5KFqBtTz4YN?destination=%2Facct_1LcCi5KFqBtTz4YN%2Fverifications%2Fchallenge%3Ffor_requirement_id%*******%********************%2523EhcKFWFjY3RfMUxjQ2k1S0ZxQnRUejRZTg%26source%3Demail
  
  
  
  For any reason if you want to use email, then attach and send any available documents listed here: https://support.stripe.com/questions/supporting-documents-to-further-review-the-account
  
  
  
  Once you have completed the verification, my team will revisit your account for review.
  
  
  
  In the meantime, if you have any other questions or concerns please don't hesitate to send me an email and I'll be glad to assist you.
  
  
  
  Best regards,
  
  *****
  
  
  
  Hi there,
  
  
  
  Thanks for writing in. I understand your concern about the account status and I'd be glad to help. Allow me to sort this out for you.
  
  
  
  In order for us to remedy this and initiate the re-review of your account, I would like to request for you to upload some documentation about your business to your Stripe Dashboard here: https://dashboard.stripe.com/
  
  
  
  For detailed information about the types of documentation we can accept, please refer to our support site here: https://support.stripe.com/questions/supporting-documents-to-further-review-the-account
  
  
  
  We recommend uploading as many relevant documents as possible. Once your documents have been uploaded, we will move forward with the review.
  
  
  
  If you have further questions, please let me know and I'm here to help.
  
  
  
  Best,
  
  Pixie
  
  
  
  Hi *****,  
  
  
  
  Thank you for following up. Unfortunately, after conducting a further review of your account, weve determined that we still wont be able to accept payments for T9 trimmer moving forward.  
  
  
  
  Stripe can only support businesses with a low risk of customer disputes. After reviewing your account, it does seem like your business presents a higher level of risk than we can currently support.  
  
  
  
  Payouts to your bank account have been paused, and we will issue refunds on the affected card payments in 5 business days from the account closing day, although they may take longer to appear on the cardholders statement. 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.  
  
  
  
  Were sorry that as of now we can no longer offer our services to you, and we wish you the best of luck with your business.  
  
  
  
  The Stripe team
  
  
  
  
  This is the list of emails I have received from you over the last 30 days.  Before I provide them, you must note that there has only been ONE charge on this brand new account I had set up with you through BIG Cartel. You had claimed there was an issue or dispute on a transaction  made through my online store www.visiblymens.com.   I have reached out to the customer, who clearly states that the charge of $27.11 was withdrawn from his account, and that he most definitely did NOT dispute the transaction. He also stated he would be more than happy to provide you with a copy of his bank statement.  There have been no other transactions made through you at this time. You have claimed there were multiple transactions made and contested, but this is simply NOT TRUE. 
  You have now damaged my business, not to mention the business of anyone else selling this particular product by giving this product an untrustworthy name.  Word travels fast in this industry, and because of your deceptive business practices, the effect will be felt by more than just me.  I want proof of what you are claiming, because at this point I am out of pocket expenses that I cannot recover due to your obvious errors. 
  Here is the list of Emails that were sent over the last several days:
  
  My name is *******************************. I recently received several emails from you that read as follows
  
  
  
  Verify your email address so we know its really youand so we can send you important information about your Stripe account.  
  
  
  
       Verify-email-address     
  
  
  
  Two-step authentication enabled  
  
  
  
  From now on, when signing in to your Stripe account, youll be asked to enter a code sent to your phone number ending in **** in addition to entering your usual email address and password.  
  
  Remember to keep your emergency backup code in a safe place. You will need it to log into your account if you ever lose access to your phone.  
  
  Although we dont recommend it, you can disable this additional protection by turning off two-step authentication in your account settings.  
  
  If you did not request this change, please contact us immediately via our support site.  
  
  -The Stripe team  
  
  
  
  A new secret key has been created for your T9 trimmer account.  
  
  If this was intentional, please disregard this email. Thanks for continuing to use the Stripe API.  
  
  
  
  If you were not expecting this to happen, please review your security history in the Dashboard, then consider resetting your password and deleting the new key.  
  
  
  
       View-security-histo
  
  
  
  Congratulations T9 trimmer!  
  
  
  
  You've just received your first payment through Stripe.  
  
  
  
  Your first payout for this payment of $27.11 (minus any fees) should land in your bank account on 9/8/22.  
  
  
  
  PAYMENT
  
  
  
  
  
  $27.11  Payment for Big Cartel order #JAKN-034752 from *********************
  
  
  
  View-in-Dashboard
  
  
  
  This charge will be batched together with any other activity on your account for today at midnight UTC. We dont anticipate any hiccups but, just in case, you might find this helpful if you dont see your payout in your bank account on 9/8/22.  
  
  
  
  Youre receiving this email because it is the first payment being processed through Stripe. According to your current preferences, we arent going to email you for any more successful payments through your account. To turn on emails for successful payments, see your account settings here.  
  
  
  
  We are here to help. Visit our support website for answers to most questions and to get in touch with us.  
  
  
  
  Complete identity verification for ************************* before September 13 to avoid account closure
  
  Hi *****,  
  
  
  
  We're writing to request more information about your business in order to verify your Stripe account for visiblymens.com.  
  
  
  
  Payouts for your account are currently paused, and your account will be closed if we do not receive the necessary information from you in the next 9 days. This is an additional step to the standard identity verification performed on your account.  
  
  
  
  If your account is closed, refunds will be issued for payments that you have received.  
  
  
  
  To re-enable payouts and ensure your account remains in good standing, please complete the required verification steps using an ** for ************************* via your Stripe Dashboard or by clicking the link below.  
  
  
  
       Complete-identity-verification     
  
  
  
  Once you've completed the verification steps, we'll let you know via email within one hour if the ** has been accepted, or if we need anything else from you.  
  
  If you have any trouble completing the verification steps, please see our FAQs about common issues at the bottom of this email. If these dont answer your questions, or you need more time, please let us know by replying to this email and well be happy to work with you. You can also contact us at any time via our Support Site.  
  
  
  
  
  
  We've detected activity on your account that requires an additional verification. Submit a valid ** with the name "*************************" and you're all set.  
  
  
  
  Thanks for contacting S
  
  Hi there,
  
  
  
  Thanks for reaching out. I understand that you have a query regarding your account status and payouts. Allow me to sort this out for you.
  
  
  
  For us to remedy this, I would like to request for you to complete the additional verification below:
  
  
  
  https://dashboard.stripe.com/b/acct_1LcCi5KFqBtTz4YN?destination=%2Facct_1LcCi5KFqBtTz4YN%2Fverifications%2Fchallenge%3Ffor_requirement_id%*******%********************%2523EhcKFWFjY3RfMUxjQ2k1S0ZxQnRUejRZTg%26source%3Demail
  
  
  
  For any reason if you want to use email, then attach and send any available documents listed here: https://support.stripe.com/questions/supporting-documents-to-further-review-the-account
  
  
  
  Once you have completed the verification, my team will revisit your account for review.
  
  
  
  In the meantime, if you have any other questions or concerns please don't hesitate to send me an email and I'll be glad to assist you.
  
  
  
  Best regards,
  
  *****
  
  
  
  Hi there,
  
  
  
  Thanks for writing in. I understand your concern about the account status and I'd be glad to help. Allow me to sort this out for you.
  
  
  
  In order for us to remedy this and initiate the re-review of your account, I would like to request for you to upload some documentation about your business to your Stripe Dashboard here: https://dashboard.stripe.com/
  
  
  
  For detailed information about the types of documentation we can accept, please refer to our support site here: https://support.stripe.com/questions/supporting-documents-to-further-review-the-account
  
  
  
  We recommend uploading as many relevant documents as possible. Once your documents have been uploaded, we will move forward with the review.
  
  
  
  If you have further questions, please let me know and I'm here to help.
  
  
  
  Best,
  
  Pixie
  
  
  
  Hi *****,  
  
  
  
  Thank you for following up. Unfortunately, after conducting a further review of your account, weve determined that we still wont be able to accept payments for T9 trimmer moving forward.  
  
  
  
  Stripe can only support businesses with a low risk of customer disputes. After reviewing your account, it does seem like your business presents a higher level of risk than we can currently support.  
  
  
  
  Payouts to your bank account have been paused, and we will issue refunds on the affected card payments in 5 business days from the account closing day, although they may take longer to appear on the cardholders statement. 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.  
  
  
  
  Were sorry that as of now we can no longer offer our services to you, and we wish you the best of luck with your business.  
  
  
  
  The Stripe team

   

  I DO NOT FEEL IT IS RIGHT THAT STRIPE IS NOW BACK TRACKING.  MY ACCOUNT IS CLOSED WITH STRIPE AND HAS BEEN FOR THE MAJORITY OF THE **** I WAS UTILIZING THEM, DUE TO THEIR INCREADIBLY POOR COMMUNICATION SKILLS, AND LACK OF HELP WITH ANY AND ALL OF THE ISSUES THEY HAD WITH MY BUSINESS.  I FEEL AS IF STRIPE BELIEVES THAT THEY CAN GO OUTS**E THE *** WHEN WHAT THEY ARE TRYING TO DO JUST TO PROVE A POINT IS ILLEGAL.  I WANT MY PAYOUT THAT THEY OWE ME BECAUSE THEY ABSOLUTELY KNOW WITHOUT A DOUBT THAT THERE IS NO MORE SALES BEING MADE THROUGH THEM SO THAT EXCUSE NEEDS TO BE SAVED FOR SOMEONE ELSE WHO WILL JUST ALLOW THEM TO STEEL THEIR MONEY.
  
  
  
  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/21/2022

  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: 09/26/2022

   
  Complaint: 18021762
  
  I am rejecting this response because:

  Apparently you have not taken the time to review all of the past email correspondence between myself and Stripe.  I'm getting the impression that you get away with this sort of thing all of the time.  In reading through ALL of the complaints that were posted on the BBB website, I thinks it's fair to conclude that Stripe is simply dishonest in their business practices.  I could not help but notice that you give the same auto response to every single one of your complaints.  

  What I would like to know, is if someone is directed to you through a third party (Big Cartel), and has no choice but to sign up with Stripe, how is it that you present your so called policies, because I can assure you that I never signed ANYTHING that said Stripe would be holding my payouts as STRIPE pleases. In fact this is what you would call a contract, and I can assure you that I never signed a contract with you.

  In your emails that were sent you gave a promise that I would receive my payouts immediately, and said their "shouldn't be any hick-*** in the system" and informed me that this can happen on a first purchase on an account.

  You claim you are holding MY MONEY until Jan, 2023, due to making sure there is no other charges that could go through my account.  Do you have any idea how ludicrous this sounds?  YOU had my account ON PAUSE THE ENTIRE TIME I was using STRIPE.  So you explain to me how ANYONE would have been able to make a purchase on my website?

  I would also like to know one very important piece of information, does STRIPE do credit checks, background checks, on the companies they work for?

  I find it interesting that somehow, you are treating people like YOU are in charge.  YOU work for other people NOT the other way around.  You are getting paid to perform a service for the companies that hire YOU (you are earning a wage correct)?  Since you are performing unethical practices as a corporation, believing that you are safe under corporate protection, you are mistaken.  I did not sign a contract with Stripe, and I would be happy to send you a copy of corporate laws.

  Your last response had said that I had no solid basis for my complaint.  We will see, that has yet to be determined.

   

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

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stripe *** is my companies payment processor I have been trying to get in contact with stripe for days now no one will email me back seems thats the only way you can try and talk to someone, I received a loan from a company for my business (LLC) I had that is now bankrupt and dissolved due to time losing in business, So I opened up another business with another EIN number the company I received the loan from sent a letter into stripe for them to hold my paychecks for them to try and take my paychecks because I owe them money under the company (LLC) that is dissolved and bankrupt, Stripe hasnt paid that company (LLLC) that went bankrupt in months I have been working under my new Business (LLC)for months now this is so wrong because Stripe doesnt even pay me under that company that is bankrupt and dissolved anymore they pay me under my new LLC so how can Stripe just take this loan companies lien/levy against the old company I had and hold my paychecks when they are not even paying the old company they are paying the news one. You cant get In contact with anybody there , on their website they said you can now reach them through chat and phone but thats a flat out lie, I have a lien /levy on my business where I cannot receive any money and stripe wont even reach out to me every time I email them someone says they will contact me but they never do , very very very unprofessional .

  

  Business Response

  Date: 09/14/2022

  Below is Stripe's Response to the complaint submitted by ****** Golden (herein referred to as the "Complainant") on Sep 13.
  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, 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 for 2 accounts which are subject to the lien in question. For context, occasionally Stripe has to hold payouts on accounts for Legal reasons. Users of our payment processing who have legal holds on their Payouts (due to liens, levies, or garnishments) receive correspondence from us regarding the legal hold. On August 17, Stripe sent this notice to the Complainant via the 2 platforms they use -- Bird Rides and Edge Capital--per our Service Agreement with them.
  
  
  Stripe fully complies with legal processings which result in assessments such as levies, liens, attachments, or garnishments. Though we understand the Complainant is unhappy with our adherence to the order, the Complainant must work directly with the court or their creditor's legal representative AdvaceOBiz to clear up this matter. Until Stripe is directed to remove the lien by virtue of court order or a lien release from AdvaceOBiz, we are unable to remove the payout pause.
  
  
  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. 

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 pairs of eyeglasses from Lensmart on May 24, 2022. The order was placed and paid for prior to receiving the glasses, One pair was regular lenses and the other were polarized sunglasses. Regular pair was Frame ***** and Lenses were *****, Polarized Sunglasses were Frame **** and Lenses *****. Lensmart sent me an email stating they could not fulfill my Polarized Sunglass pair because my prescription was too strong so I agree to change the lenses to regular lenses at a cost of *****. They said when I received the glasses if everything was OK they would then refund my money which would be *****. I have written numberous emails to the company asking for my money to be refunded with no reply, I contacted my ******************* to investigate and my payment was sent through Stripe, *** *************************************************************************************** ************** doing business for Lensmart and they refuse to give me the money back because they stated I received my eyeglasses. **I am sorry I could not upload this from my email....This is an email from Lensmart: From: *********************** <***********************>Sent: May 26, 2022 5:21 AM To: elvajardine <***********************>Subject: Order #***** Dear *********************** ****,We confirm receipt of your Email.Please confirm your Order No.: C52527115250463257 We have received a notice from the supply department that the prescription is too strong cannot be made with polarized sunglasses lenses.Would you like to change to other lenses?If there is a difference in the price of the lens, you have to make up the difference or we will refund you the difference.We very sorry for the inconvenience caused and would like to provide you a coupon with 15% off for your next order(coupon code:CD015).After your confirmation, we will arrange the next step. * I will upload a photo of the statement for the purchase of the eyeglasses so you can see where I was charged the ***** for the polarized lenses they could fulfill

  

  Business Response

  Date: 09/14/2022

  Below is Stripe's Response to the complaint submitted by *********************** (herein referred to as the "Complainant") on Sep 13.
  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, 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
  
  Stripe's Relationship to the Complainant
  To clarify, Stripe is not the merchant. As Stripe is not the merchant, it is not held responsible for the customer service administrated by its users. This is outlined in the Terms of Service: "You know your Customers better than we do, and you are responsible for your relationship with them. Stripe is not responsible for the products or services you publicize or sell, or that your Customers purchase using the Services; or if you accept donations, for your communication to your Customers of the intended use of such donations. You affirm that you are solely responsible for the nature and quality of the products or services you provide, and for delivery, support, refunds, returns, and for any other ancillary services you provide to your Customers."
  https://stripe.com/legal#your-relationship-with-your-customers
  
  In order for the Complainant to get a refund or update on their purchase, they will need to contact the merchant atBelow is Stripe's Response to the complaint submitted by COMPLAINANT_NAME (herein referred to as the "Complainant") on DATE.
  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, 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
  
  Stripe's Relationship to the Complainant
  To clarify, Stripe is not the merchant. As Stripe is not the merchant, it is not held responsible for the customer service administrated by its users. This is outlined in the Terms of Service:
  "You know your Customers better than we do, and you are responsible for your relationship with them. Stripe is not responsible for the products or services you publicize or sell, or that your Customers purchase using the Services; or if you accept donations, for your communication to your Customers of the intended use of such donations. You affirm that you are solely responsible for the nature and quality of the products or services you provide, and for delivery, support, refunds, returns, and for any other ancillary services you provide to your Customers."
  https://stripe.com/legal#your-relationship-with-your-customers
  
  In order for the Complainant to get a refund or update on their purchase, they will need to contact the merchant at *********************. As payment processor, Stripe was not a party to the purchase agreement between the Complainant and Lensmart so we are unable to intervene. Should the Complainant still feel dissatisfied, they may file a dispute via the bank or card used to make the purchase for the disputed amount. This will launch an investigation. Stripe will comply with the final decision of the dispute. 
  

  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. 

  
  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. *********************

• Initial Complaint

  Date:09/12/2022

  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.

  On 8/17 Stripe holds the earning I work for Instacart without any explanation. Instacart uses Stripe to deposit earning for shoppers working for their platform. After more than a week and talked to 20 agents both Instacart and Stripe. Instacart said I have to contact Stripe their payment processor to further resolve the issue. They have a specific email to llg-******************************** which I did not receive any response until 3 weeks later. After that they said they received a ****1 lien by creditor to hold my funds and ask me to resolve with the creditor. Not even once did I received any notice prior to the hold so I can dispute or resolve. I have try to resolve the issue and they are not responding until weeks later. After sending Stripe the ****3 termination notice they still holding my hard earning money from working for Instacart. They only said their legal team is working on it and endless waiting. They are only a third party payment processor! It took them less than an hour to hold my funds from Instacart but a month and still cannot release my earnings after receiving the legal notice. I just want to receive my rightful earning from Instacart that I worked hard for, I need those money to pay bills.

  

  Business Response

  Date: 09/16/2022

  Below is Stripe's Response to the complaint submitted by *********************;(herein referred to as the "Complainant") on Sep 12.
  
  
  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, 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 
  Occasionally, court orders require Stripe to hold payouts on accounts because of liens, levies, or garnishments. The Complainant has three (3) accounts subject to an active lien from their creditor. Prior to Stripe placing a hold on payouts, users of our payment processing receive correspondence regarding the legal hold. Because the Complainant uses our payment processing service through their relationships with Instacart, Shipt, and Doordash, Stripe provided notice that the balance of the three accounts were subject to a lien via Instacart, Shipt, and Doordash on Aug 11.
  
  
  When the Complainant contacted Stripe about the active lien hold, we advised that this matter must be cleared up with the creditor directly. Stripe cannot unilaterally remove the lien or release the payout hold. However, the creditor may provide Stripe with the lien release form required to remove the payout hold. As of the date of this response, the creditor has not provided Stripe with the ****3 lien release form as is required. Stripe cannot accept this form anyone other than the creditor or their legal representation. Once the creditor or their legal representative provides this to Stripe directly, Stripe will be more than willing to remove the payout hold.
  
  
  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: 09/17/2022

   
  Complaint: 18013856
  
  I am rejecting this response because: They do not respond no matter how many email requests I submitted for information. They only response with pre-generated messages and ask you to wait. The statement of fact is not truth as ****3 was sent to them promptly after I heard real answer from them 1 month later, and before they response on BBB. They just won't checked and totally ignore me after I sent them the ****3 notice so they can release. Now I do have solid stand if I go to court as this is posted public that they are lying that they did not received the notice from 10 days ago. This is unbeliveable,  for a moment I thought I am living in a third world country. They just keep on holding your money without any notice, without any response even when you have valid document from the State. They just ignore you until you go to the next level to complaint with BBB and the State. If this render no result, I will have to go to Federal level to submit my complaint. I believe there should be an agency who can really taking care of this matter at a timely manner.
  
  Sincerely,
  
  ****************

  

  Business Response

  Date: 09/23/2022

  Given the pending complaint with ****** Financial Institutions Division, Stripe is unable to comment on the Complainant's statements at this time. The Complainant may review Stripe final response to NFID.

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18013856
  
  I am rejecting this response because: ************ is unresponsive, they just use various excuse to not answer any of your requests. They contacted me just to say that they will no longer responding to any of my inquiries. I do not know what governing laws are they really complying. Looks like they have more power than any bank or government agencies, I cannot even ask what happened or will happen to my jard labor earning.
  
  Sincerely,
  
  ****************

• Initial Complaint

  Date:09/09/2022

  Type:Delivery 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.

  order date 7/1/2022 Company took order for a pool cleaner.A sock was shipped from ***** and not the product ordered.The order is processed through shell companies but the proof of shipping is coming through Stripe, Inc.Shell company is Hauntor.com and Paintk.com Stripe provides proof of shipping per credit card Discover investigation

  

  Business Response

  Date: 09/12/2022

  Below is Stripe's Response to the complaint submitted by ************************* (herein referred to as the "Complainant") on Sep 9
  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, 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
  
  Stripe's Relationship to the Complainant
  To clarify, Stripe is not the merchant. As Stripe is not the merchant, it is not held responsible for the customer service administrated by its users. This is outlined in the Terms of Service:
  "You know your Customers better than we do, and you are responsible for your relationship with them. Stripe is not responsible for the products or services you publicize or sell, or that your Customers purchase using the Services; or if you accept donations, for your communication to your Customers of the intended use of such donations. You affirm that you are solely responsible for the nature and quality of the products or services you provide, and for delivery, support, refunds, returns, and for any other ancillary services you provide to your Customers."
  https://stripe.com/legal#your-relationship-with-your-customers
  
  In order for the Complainant to get a refund or update on their purchase, they will need to contact the merchant. If the Complainant is unaware of who charged their card, they are welcome to write into ******************************** with details about the payment so Stripe can assist them in locating who charged their card.
  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: 09/13/2022

   
  Complaint: 18006623
  
  I am rejecting this response because:  While Stripe was not the company the purchase was made from, they are the company contesting the credit card reversal for a product not delivered.  Information they provided to credit card company doesn't reflect the correct company name or product that was purchased.  They are shipping random material and claim order was fulfilled.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/14/2022

  The Complainant's claim that Stripe is contesting card reversal is untrue. Stripe is not the merchant, and is not involved in the transaction like the merchant and customer. ******************** only facilitates dispute cases on behalf of our user, but doesnt have influence over the outcome in any way. The merchant must provide evidence to support or defend against the chargeback against their account and the final ruling on the dispute is at the sole discretion of the customers bank.

   

  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: 09/15/2022

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

• Initial Complaint

  Date:09/08/2022

  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.

  Date: 9/6/22 The problem occurred during the checkout process on Maia ********* website. I filled in a brief form with about three fields: my first name only and email address were two of the fields. When I clicked the following button, another form was displayed. It contained my full name, address, credit card number, and phone number. No approval request was offered before acquiring this information. I disapprove of storing personal information with any external source, including ******* I want to know where Stripe scrapped my data so I can remove it from that source. I also wish Stripe to modify their system and ask permission to use personal information from a 3rd party source and include their company name.

  

  Business Response

  Date: 09/12/2022

  Below is Stripe's Response to the complaint submitted by *********************** (herein referred to as the "Complainant") on Sep 8.
  
  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, 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
  
  Stripe's Relationship to the Complainant
  To clarify, Stripe is not the merchant. As Stripe is not the merchant, it is not held responsible for the customer service administrated by its users. This is outlined in the Terms of Service:
  "You know your Customers better than we do, and you are responsible for your relationship with them. Stripe is not responsible for the products or services you publicize or sell, or that your Customers purchase using the Services; or if you accept donations, for your communication to your Customers of the intended use of such donations. You affirm that you are solely responsible for the nature and quality of the products or services you provide, and for delivery, support, refunds, returns, and for any other ancillary services you provide to your Customers." https://stripe.com/legal#your-relationship-with-your-customers
  
  In order for the Complainant to get a refund or update on their purchase, they will need to contact Maia ********* regarding any subscriptions they signed up for which provided payment information to be used on a recurring basis. If the merchant does not satisfactorily address the Complainant's concern with storing their payment details, they are welcome to write into ******************************** with details so Stripe may review this with the merchant directly.
  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: 09/13/2022

   
  Complaint: 17935503
  
  I am rejecting this response because: Stripe is responsible for addressing this issue directly rather than deflecting responsibility to the merchant. Stripe is the processor of merchant provided information and responsible for ensuring data validity. Again, I was not provided any disclaimer information from Stripe prior to processing my data. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/20/2022

  Stripe's position on this matter remains unchanged.