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:09/08/2022

  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.

  2 days ago i registered and was hoping to start using stripe on my own website in addition to selling on **** and amazon now i dont have much much experience with payment processors like stripe because i usually sell on **** and amazon but they asked me to verify my identity which i did twice i made one transaction with the account and the next day the limited my account and asked me to submit new information which i did a while later i received this "We can no longer support your business.After conducting a further review of your account, we've determined that we won't be able to accept payments for your account moving forward. Payouts to your bank account have been paused, and we will issue refunds on the affected card payments five days after your Stripe account is closed. If there are insufficient funds on your account to cover any of these refunds, they will not be processed and any outstanding funds will remain on your account. You can see the charges that will be refunded here"i have no idea why stripe limited my account, i have set up an LLC and submitted what they asked for in time unfortunately i dont much options regarding payment processors because i dont have a SSN i think its unfair for stripe to limit my account for no reason and after one transaction i made to test things out

  

  Business Response

  Date: 09/12/2022

  Given the pending matter with the ** Attorney General, Stripe is unable to comment on the Complainant's statements at this time. The Complainant may reference Stripe's response to the ** Attorney General complaint on this matter.

• Initial Complaint

  Date:09/06/2022

  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.

  we have a merchant account with stripe merchant and closed our account for more than 8 months and there holding ******** of $5202 for more than 8 months and have not released it. we contact them a lot of times but did not reply to them.

  

  Business Response

  Date: 09/12/2022

  Below is Stripe's Response to the complaint submitted by *********************** (herein referred to as the "Complainant") on Sep 6.
  Stripe Overview
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principles, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, *** be requested by Stripe after submission.
   
  Merchants have control over what information is provided to Stripe for credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account.  It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/legal. [1] https://stripe.com/payments
  
  
  Merchant Account Overview 
  The Complainant submitted an account with Stripe on Nov 9, 2021 under the name Fly Tech LLC at flyteccomputers.com. Stripe processed payments for the account owner until Nov 30, 2021. 
  
  
  During a routine review, Stripe identified strong signals that the Complainant's account was in violation of the Stripe Terms of Service. Specifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. The majority of the Complainants business seemed to be driven through unauthorized, fraudulent charges. On Aug 6, 2022, Stripe reached out to the Complainant to let them know about its concerns and that it could no longer support their business. Refunds to the Complainants customers would be processed within 5 business days as long as there was sufficient balance to do so.
  
  After a thorough investigation, Stripe closed the Complainant's account. The closing of this account is in accordance with the following section of the Stripe Terms of Service. Stripe's terms very clearly state that Stripe we *** terminate this Agreement or close your Stripe Account at any time for any reason (including, without limitation, for any activity that *** create harm or loss to the goodwill of a Payment Method) by providing you Notice." https://stripe.com/legal#termination 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. 
  
  
  Given the risk associated with the charges on your account, Stripe is unable to release these funds,
  "We *** suspend your Stripe Account and your ability to access funds in your Stripe Account.
  https://stripe.com/legal#termination
  
  
  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:09/02/2022

  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 stripe account for card processing with my company. They immediately closed my account after the first transaction saying Im high risk. 8/10/22 They still have my money and have not released. I even tried to refund the client so I can recharge them through a new card processing company I have and it will not let me. Emailed them multiple times with 2 responses saying to refer to the help for information regarding my payout. No information given about payout on a closed account. It changes my payout date to next day everyday since 8/17/22. Then shows **** in the app. My company doesnt have any of the risk factors theyve stated. A complete waste of time and headache. I wouldnt ever recommend this.

  

  Business Response

  Date: 09/07/2022

  Below is Stripe's Response to the complaint submitted by ************************* (herein referred to as the "Complainant") on Sep 2.
  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 Aug 9 under the name "Cleaning" at www.hoodmastersofva.com. 
  Stripe is obligated to abide by KYC (Know Your Customer) laws. To do so, we routinely verify the information our users provide to us are in line with the Service Agreement they entered into when the account is open. This incudes but is not limited to identity, legal business entity, tax identification, websites, and products sold and/or marketing.
  Stripe attempted to verify the information the Complainant provided on their Stripe account. When we were unable to do so, we suspended the account. We provided notice to the Complainant on Aug 10. This email notification stated that because we have not been able to confirm authorization of all transactions, we can no longer process payments. Stripe would automatically refund all of the Complainants customers, as long as there were sufficient funds on the account to do so.
  Stripe provided the Complainant with a secure link to appeal this decision and provide information useful in verifying ID. As of today, the Complainant has not done so.
  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
  Conclusion
  If the Complainant feels that the closure is an error, we encourage them to take advantage of the right to appeal offered in the Aug 10th email. 
  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: 09/07/2022

   
  Complaint: 17901899
  
  I am rejecting this response because:
  
  

  I for one didnt receive any emails in regards to verifying my account expect for email address in which I did when I signed up. . , i dont have any other emails for verifying or dispute even though I asked your automatic reply customer service. your customer service couldnt even give me any help to explain why or what to do expect refer to the help section on website. You didnt send a closure of account until after I accept $400 payment. My business is a cleaning business and if your app was more up to date customers wouldnt have a problem.  You didnt automatically refund my customer because it was still showing in the dashboard when I sent a complaint to BBB. Please send me a email with a $400 refund so I can show proof to my customer to be able to recharge them with Square. This is a unacceptable response. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/09/2022

  The emails in question were sent to the same email address used to raise this BBB complaint. Our records show the emails were clicked. We also see that you appealed the closure decision but we have determined we are unable to support your business. Payouts to your bank account have been paused, and Stripe will issue refunds to your customers when there are sufficient funds on your account to cover it. You will need to add enough funds to cover the $400 charge in question. You may do this via wire. For directions, please log into your Dashboard and request wiring instructions from Stripe Support. 

• Initial Complaint

  Date:09/01/2022

  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 sued Stripe in May for closing my account suddenly because it was "high risk" when some people simply got declined in the mall because they never had funds on a certain card. Regardless, we had over $1,000 in scheduled subscription payments yet to be collected and almost $500 in collected funds that hadn't been paid out and were put on reserve. All of this happened as soon as they closed the account for potential fraud and said we would get the $500 after 90 days if people don't dispute those charges. That way they can cover themselves in the event of a dispute. They never released these funds as they responded to the court saying I was trying to cash scam peoples credit cards. When I responded with proof of my business, our mall contact, and our product suppliers and receipts of us buying our product, they had no response weeks after giving the impression in pretrial court that they would offer a settlement if they found a mistake was made. These people literally scam businesses out of their hard earned money and clients buy holding credit card funds for themselves and as they put it "have every reason to close any account at any time so long as they determine suspicious activity on the account. Stripes lawyer, *********************** is also well informed in their schemes and plays right along pretending he's doing something and like an innocent misunderstanding may have happened. No this is malicious theft premeditated to steal small businesses hard earned revenue. STAY FAR AWAY!

  

  Business Response

  Date: 09/07/2022

  Given the pending legal matter, it would be unable to comment on the Complainant's statements at this time.

• Initial Complaint

  Date:08/31/2022

  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.

  Company has frozen payouts without resolution. I have over $100K in payout being held. I have responded to every email. Each time they have given zero information on resolution. When I asked for a phone number or phone call, the response was "I'd like to begin by saying that while I would love to call you to discuss this issue, Im afraid we currently do not support phone calls in my specific department due to the nature of the types of emails we deal with. We're often required to investigate a wide range of topics to resolve issues for our users, and as such, would be quite difficult to deal with via a phone call. I do apologize for any inconvenience this may cause you but I'm more than happy to keep assisting you through this email." I asked repeatedly for specifics on the documentation needed to rectify the situation and receive the payouts owed to me. Please see their response attached. This response was received 3 times. Meanwhile, they hold my money collecting interest without resolution. After more than two weeks of them reviewing the account, I finally went online to see tons of customers with the same problem. If they are doing this to hundreds of customers they are essentially making millions on interest every year without consent and even against the will of their customers. This should be investigated and I will turn it into the **** When I called the helpline someone got back to me but was unable to resolve the situation. She asked me to send proof of my invoices I sent the invoices requested with redacting personal info. She forward the information to a team I was unable to have any communications with even after requesting it many times. She said it would be 24 to 48 hrs for a response. I let her know this was unacceptable and asked to have it resolved now. She denied my request. I asked for a supervisor and was given the same answer 24 to 48 hours. I received an email later in the day asking for the same information. F-

  

  Business Response

  Date: 09/06/2022

  Below is Stripe's Response to the complaint submitted by **************************;(herein referred to as the "Complainant") on Aug 31.
  
  
  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 Apr 4 under the name "Modern Images Inc." at modernimagesonline.com. During a routine review, Stripe identified a surge in payment volume on the Complainants account. On Aug 18, Stripe requested additional information about those payments to ensure they were low risk and expected for the business category the account is registered under. Payouts were paused until the completion of this review. The Complainant initially expressed concerns over sharing private information from their customers, however, Stripe Support assured them that sensitive data is redacted for privacy purposes. Though it is true that not all requests can be supported by telephone at the moment as was explained to the Complainant in email, we did perform a scheduled callback on Aug 31 to explain that we needed recent invoices in order to clear the verifications review, and provided a secure link to upload the documents. The Complainant uploaded the invoices and our verification team determined this account falls within the registered business category. The account was re-enabled Sep 1on day after the supplemental information was provided. The payout which is the subject of this complaint paid out Sep 6, in line with the payout schedule for this account.
  
  
  Though we understand that the verification process may be frustrating to user who feel it unnecessary, ******************** is obligated by KYC (Know Your Customer) laws to remain up to date with the transactions and source of funds of our users. During the time that you use Stripe, Stripe may need to request additional information from you. You are required to provide requested information, "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
  
  
  During these periods in which Stripe is requesting additional information, Stripe may suspend parts of your account, including payouts and charge creation. This is in the line with the Service Agreement which states, We reserve the right to change the Payout Schedule or to suspend settlement to you. Examples of situations where we may do so are: (i) where there are pending, anticipated, or excessive Disputes, Refunds, or Reversals; (ii) in the event that we suspect or become aware of suspicious activity; or (iii) where we are required by Law or court order. "
  https://stripe.com/legal#settlement-and-payout-schedule
  
  
  To reiterate, 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. We have made note that the emails the Complainant received were not clear as to what supplemental information was needed and we have already addressed this with the support agent involved. 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:08/31/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been loyal client of Stripe, inc. for over six years. This July I received an email from stripe informing me that I committed fraudulent transaction and therefore theyre withdrawing $365.15 and charging me additional $15 for the chargeback. The accusations are absolutely false and fabricated and I immediately submitted all valid information and documentation and invoices about the transaction being completely legit and authorized.The Stripe did not process or taken into consideration or submit any of my proof I have submitted. At this point I consider stripe as theft business committing absolute fraud. They owe me total $380.15 And an apology.

  

  Business Response

  Date: 09/01/2022

  Below is Stripe's Response to the complaint submitted by ********************************;(herein referred to as the "Complainant") on Aug 31.
  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 Oct 3, 2017 under the name "Sock Obsession Yarns" at https://www.sockobsessionyarns.com. 
  
  
  For context, the Complainants customer filed a dispute through their bank, DBS ********* on Jul 21, 2022 claiming they did not recognize the charge. Then DBS ******** debited Stripe for $365.81 and provided a deadline of Aug 17, 2022 for the Complainant to submit their side of things along with evidence to support their claim. In line with Stripes Terms of Service with the Complainant, Stripe notified the Complainant of the dispute filed by DBS ********* offered assistance to the Complainant to file their response to DBS ********* and explained that Stripe does not decide dispute caseswe only notify of deadlines and decisions made by the bank reviewing the dispute. Stripe records show that the Complainant submitted their narrative, along with evidence of communication with the customer regarding tracking and address before the deadline. 
  
  
  Unfortunately, on Aug 31, 2022, DBS ******** did not resolve in the Complainants favor. Therefore, the debit and the dispute fee of $15 were not reimbursed to the Complainants Stripe account. Stripe communications with the Complainant specifically state Often the decision on who wins a dispute comes down to a judgement call by the bank. Stripe has no way to affect this judgement call beyond submitting evidence on your behalf. For these reasons, we unfortunately don't have any insight into how this specific judgement was reached.
  
  
  We are sorry that the dispute has been lost but the outcome is final. Stripe denies the Complainants claim that Stripe made the decision on this dispute or Stripe committed fraud. 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:08/31/2022

  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.

  June 17, 2022 I ordered a roll of 12/2 250 foot of Romax wire for $55.13 that was in stock in **********. I paid with a credit card. After a little bit I did not receive nothing I tried contacting the company but after a few attempts I finally got a tracking number. It was bogus no such number I tried many more times but nothing so I called my credit card company and they give me the credit back to my account. Until last week I saw the $55.13 is back on my L.L. Bean MasterCard. I call my credit card company and they said that they receive some stuff from the company that it was sent to me. The label Is fake because the **** tracking number say it is a small partial and it says it was delivered in my mailbox. My mailbox is 5" x 5" the roll of wire age 20 x 20 x 15 and weighs 20 1/2 pounds. Even the post office agrees with me. Stripe **** Phone number on the paperwork that they sent is not in service. Everything the company s*** my credit card company is fake a big scam.

  

  Business Response

  Date: 08/31/2022

  Below is Stripe's Response to the complaint submitted by ********************;(herein referred to as the "Complainant") on Aug 31.
  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 they purchased from. 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. 

• Initial Complaint

  Date:08/31/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are literally a scam and I have no clue how they are still being promoted on e-commerce websites. Back when I first launched my website with Shopify my Shopify payments was closed not to sure why so I attached a stripe to my account Id say after I made over 2 sales they sent me a email saying I had a high level of disputes (NEVER ONCE HAD A DISPUTE) and they will not be able to support my business and that my payments will be held for 120 days (keep in mind the date from this email was back in I say March ) here it is now almost September and they have not released any of my money. Ive sent maybe 20 emails and got a response twice ! Its like they will respond to your email saying absolutely nothing 2 times and disappear until you reach out again , weeks later and do the same thing. They DO NOT have LIVE agents you can speak with NO CUSTOMER SERVICE NUMBER NO CHAT BOXES ANYTHING. Of course after doing my research there are thousands of business owners with the same exact experience and til this day they have not gotten there money either . Although the amount is not high , it is highly unacceptable for a business to do this to small business owners. When I log on to my account it tells me my payout is expected today the day goes by and nothing. It just a repeated cycle with this company. After all of my emails I sent I have only gotten 2 responses out of 20 support emails Ive sent trying to figure out what is going on. This company is refusing to payout my funds to me made from my online sales and Ive had enough and need help getting my money. I reached out 3 days after the 120 day **** that I was supposed to get my funds and the support agent said he was checking to see what was going on and til now I have not had a update or even $1 from this company

  

  Business Response

  Date: 08/31/2022

  Below is Stripe's Response to the complaint submitted by Kiasia Bright (herein referred to as the "Complainant") on Aug 31.
  Stripe Overview
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principles, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, *** be requested by Stripe after submission.
   
  Merchants have control over what information is provided to Stripe for credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account.  It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/legal.
  [1] https://stripe.com/payments
  Merchant Account Overview 
  The Complainant submitted an account with Stripe on Mar 13 under the name "*************************" at pinkvaultcloset.com. Stripe processed payments for the account owner until Mar 26. During a routine review, Stripe identified strong signals that the Complainant's account was in violation of the Stripe Terms of Service. Specifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. The majority of the Complainants business seemed to be driven through unauthorized, fraudulent charges. On Mar 28, Stripe reached out to the Complainant to let them know about its concerns and that it could no longer support their business. After a thorough investigation, Stripe closed the Complainant's account.
  
  
  The closing of this account is in accordance with the following section of 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
  
  
  Given the risk associated with the charges on your account, Stripe is unable to release funds to you. This too is stated in your Terms of Service Agreement as we *** suspend your Stripe Account and your ability to access funds in your Stripe Account. https://stripe.com/legal#termination
  
  
  While Stripe is not able to continue processing transactions on the account, this does not preclude the Complainant from signing into Stripe and accessing any of the account's existing data. For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless. 

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17803296
  
  I am rejecting this response because: I am fully aware of the terms that were provided. That still does not explain why my money is missing and not being paid out to my account. The business only addressed why it was closed and I was very clear on that. Where is my money from the 120 day ***** What happened to all my support emails ? Why have I not gotten a response about the payouts? As you can see I provided the emails that show when its supposed to be released. If you log in to my account now you will see that it says payout expected today when it said the same thing when I first reached out to BBB. I know that I cant accept payments that is not what Im inquiring about. As far as my sales its no way possible they are all seemed to be fraudulent my website was fresh sales were straight from social media everything looked good , no high risk payments or anything. Stripe you owe me $381.41 til this day. Where is the explanation for the other businesses going through the same problem , where are there payouts that were promised ? They never see them its the same thing Im going through now even it was a $1 its completely wrong the way you all are doing business and not giving an explanation when it comes to giving the money owed. Once again IM NOT ASKING TO CONTINUE SERVICE WITH YOU ALL , I WANT MY MONEY THAT WAS HELD FOR 120 DAYS AND THAT YOU ALL PROMISE YOUR CUSTOMERS WILL BE RELEASED AFTER CLOSING OF THE ACCOUNT. Its the same response once again you all responding to something that isnt the problem  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/09/2022

  Given the risk associated with the charges on your account, Stripe is unable to release funds to you. In your Terms of Service Agreement as we may suspend your Stripe Account and your ability to access funds in your Stripe Account. https://stripe.com/legal#termination
  
  
  While Stripe is not able to continue processing transactions on the account, this does not preclude the Complainant from signing into Stripe and accessing any of the account's existing data. For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless. 
  

• Initial Complaint

  Date:08/30/2022

  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.

  Hello. I used Stripe to process a payment for ************* services. The company processed the payment from my customer with no problem. However, ************ has since held my payment and has denied me both a Payout and refund to my customer,This transaction started on August 9th, 2022. The company has since eliminated the option for me to speak directly with a rep about the matter and is making it impossible to receive the money owed to me. I have reached out to this company via email and have only received confirmations that the email was received but nothing about the status of my requested refund or payout.

  

  Business Response

  Date: 09/01/2022

  Below is Stripe's Response to the complaint submitted by ***************************;(herein referred to as the "Complainant") on Aug 30.
  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 9 under the name "******* ****** Services" at https://www.instagram.com/. 
  
  
  During the time that the Complainant uses Stripe, Stripe may need to request additional information from them. They are required to provide requested information. Our Terms of Service states,"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
  
  
  During these periods in which Stripe is requesting additional information, Stripe may suspend parts of their account, including payouts and charge creation. Our Terms of Service states, "We reserve the right to change the Payout Schedule or to suspend settlement to you. Examples of situations where we may do so are: (i) where there are pending, anticipated, or excessive Disputes, Refunds, or Reversals; (ii) in the event that we suspect or become aware of suspicious activity; or (iii) where we are required by Law or court order. "
  https://stripe.com/legal#settlement-and-payout-schedule
  
  
  We ask that the Complainant update the *** listed on their Stripe account in order for the verification process to proceed. The listed website of www.instagram.com/ will need to be updated to the actual social media or website the Complainant uses to market their services or products. Stripe may be able to reinstate the account if the verification review is successful. Once the Complainant has updated their Stripe account with a working ***, please notify Stripe Support via 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: 09/06/2022

   
  Complaint: 17797671
  
  I am rejecting this response because: I have added a link to my Instagram to verify my account. Please verify my account so that this issue will be resolved and my funds released.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/09/2022

  The *** currently registered on your Stripe account is https://www.instagram.com/. This is the general landing page for all Instagram users. Please update your Stripe account with your Instagram page ***.

• Initial Complaint

  Date:08/30/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/17/2022, customer placed an order online for seven ****** Dollars totaling $392.90. Stripe authorized payment, and flagged the order as "Fraudulent Check Approved", resulting in items being shipped to customer via **** Priority Mail with *********************************** Package was successfully delivered to customer by ****. Apparently, at time of delivery, customer claimed to have COVID in order to avoid signing for the package. **** procedure allows it. This is all documented by **** official via delivery/signature confirmation slip. Apparently, upon taking delivery of the items, customer filed a false "Items not received" claim with Stripe. Stripe in turn sided with customer and reversed payment. Documentation was provided to Stripe showing items were delivered to and left with customer by ****. ******************** marked their decision as final without conducting a thorough investigation. Transaction details: pi_3LBYflB6oqjAMVJB1fBvFmZi

  

  Business Response

  Date: 08/31/2022

  Below is Stripe's Response to the complaint submitted by **** Shapshal (herein referred to as the "Complainant") on Aug 30, 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 Apr 9, 2021 under the name ****************** at http://elitecoinage.com. For context, the Complainants customer filed a dispute through their bank, ***************** on Jul 19, 2022. Then **************** debited Stripe for $392.90 and provided a deadline of Aug 15, 2022 for the Complainant to submit their side of things along with evidence to support their claim. In line with Stripes Terms of Service with the Complainant, Stripe notified the Complainant of the dispute filed by ***************** offered assistance to the Complainant to file their response to ***************** and explained that Stripe does not decide dispute caseswe only notify of deadlines and decisions made by the bank reviewing the dispute. Stripe records show that the Complainant submitted their narrative and evidence before the deadline. 
  
  
  On Jul 21, 2022, **************** did not resolve in the Complainants favor. Therefore, the debit and the dispute fee of $15 were not reimbursed to the Complainants Stripe account. Stripe communications with the Complainant specifically state Often the decision on who wins a dispute comes down to a judgement call by the bank. Stripe has no way to affect this judgement call beyond submitting evidence on your behalf. For these reasons, we unfortunately don't have any insight into how this specific judgement was reached.
  
  
  We are sorry that the dispute has been lost but the outcome is final. Stripe denies the Complainants claim that Stripe made the decision on this dispute or that Stripe sided with the customer for the reasons stated above. 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.