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:08/29/2022

  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.

  I have been trying to get information and at this time now a refund for 2 orders I made months ago. I have numerous emails that I sent and each time I awaited information and received nothing helpful. I've been told that I have a tracking number, which when I looked it up it states the product was delivered to a different address in a different state. I informed Stripe of the problems and again, no help was provided. My information is as follows 1. Order 83L7F-MW5B69N 2. EMAIL ******************** 3. Invoice 1055-7211 4. Name ******************* also have a second order 1. ORDER 2W9HJ-LUDR65S 2. EMAIL ******************** 3. Receipt 1613-5883 NAME ***************** I am no longer interested in the product and requested a full refund. It appears to me this company takes consumers money at times of ordering and the consumer never gets the product and/or refund. Maybe getting the BBB involved will stop this from happening.

  

  Business Response

  Date: 08/31/2022

  Below is Stripe's Response to the complaint submitted by ******************;(herein referred to as the "Complainant") on Aug 29.
  Stripe Overview
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept 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. 

• Initial Complaint

  Date:08/27/2022

  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 opened my Stripe account in 2022. I used it once and everything was fine. The second time I used it they asked for more information, which I provided. I sent my client an invoice on April 12, 2022. On April 15th I was advised my account was closed. The funds that were paid by my client have been sitting in my Stripe account since April. I had to pay out of pocket for my client's trip since they would not release the payment to me or issue a refund to my client. The funds are still sitting in the stripe account, I am getting different emails from different people. I have reached out many times to their support team and keep getting excuses. They send a generic email about why my account is closed but offer no resolution as to what is going on with these funds. This has been going on since April 2022.The latest email today from Stripe says I have to wire funds to them in order for them to issue the refund to my client as there is not enough in my stripe balance. The funds were never transferred to me, so I am not sure why there isn't enough funds. THEY closed my account and now they won't pay out the funds to me or issue a refund to my client."After looking into your account, I noticed that the payment hasn't been refunded because there is insufficient balance in your account to cover the refund. Therefore, in order to proceed with it, you will need to wire $182.92USD, after that, the refund will be automatically processed and sent to your customer.Having said that, you may increase the amount of available funds in your Stripe account balance by initiating a wire transfer and once you've increased your balance, you can write us back with a PDF attached so we can conciliate the balance for you."They have never released the funds to me, the total amount is still sitting in the Stripe account. They will not refund my client unless I wire them money! My next action is with an attorney.

  

  Business Response

  Date: 08/31/2022

  Below is Stripe's Response to the complaint submitted by ********************;(herein referred to as the "Complainant") on Aug 27.
  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 28 under the name Wanderlust Tours & Travel at wanderlusttnt.com. Stripe processed payments for the account owner until Apr 12. 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 Apr 15, Stripe reached out to the Complainant to let them know about its concerns and that it could no longer support their business. After a thorough investigation, Stripe closed the Complainant's account.
  
  
  The closing of this account is in accordance with the following section of 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
  
  
  When the account was closed, the Complainant was notified that Stripe would refund all their customers within 5-7 business days as long as there was sufficient balance in the Stripe account to do so. As of today, we have been unable to process 1 refund due to the Stripe account not having enough funds to process it. The Complainant was notified on Aug 26 of the need to add funds to their account, including wiring instructions to do so. In order for the pending refund to the customer to complete, the Complainant *** follow the directions provided by Stripe Support to resolve this.
  
  
  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:08/24/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is ******************, an ******** online university licensed by the ************************************* (HELC) of The *********************************************** (OSSE), *************. ****************** is dealing with Stripe for its online financial services. Last month, ******* Universitys team realized many funds were transferred to our Stripe account (with a total of $24,076) from ****** different visas from different countries. Then, those individuals started to request their money back. We realized we had been a victim of a card testing scam. We contacted Stripe at once and have been contacting them many times since then to request refunding the money to the charged visas without Stripe charging us extra fees but in vain. Earlier this month, we were astonished to realize that Stripe charged us $8000 just for the dispute and administrative fees without any consent or prior notice.****************** is hereby filing a complaint against Stripe for charging the University $8000 without the Universitys consent or prior notice; we even suspect the card tester to be one of Stripes staff as they are the sole beneficiary of this scam and for their complicity in dealing with the issue.Any evidence or more info on the above-mentioned complaint will be submitted immediately upon your request.

  

  Business Response

  Date: 08/25/2022

  Below is Stripe's Response to the complaint submitted by *********************;(herein referred to as the "Complainant") on Aug 24.
  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 
  This complaint was raised internally with Stripes Executive Escalations team, who has made contact with the registered company representative for this Account.  We encourage communication to continue on the open thread created there for next steps and progress updates concerning the investigation into the card attack. 
  
  
  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account. 

  Customer Answer

  Date: 08/25/2022

  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:08/22/2022

  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.

  Used stripe to process a credit card payment of $8395.18. Stripe has a processing fee of $243.76, or . However when I refunded the customer of the $8395.18 payment, ******************** does not return the processing fee they charged. **************** claimed that it's buried deep in the contract in small fonts. The industry's standard for credit card processing is to return the processing fee when there's a refund. Papal, square etc. all do so. If a practice deviate from industry standard, it should be highlighted, not buried in the contract. This is unethical.

  

  Business Response

  Date: 08/23/2022

  Below is Stripe's Response to the complaint submitted by *********************;(herein referred to as the "Complainant") on Aug 22.
  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 
  Unfortunately, we are not able to locate any accounts nor any support cases under the information provided to the BBB. However, we can address Stripes policy here as it applies to all merchants.
  
  
  Stripe offers full transparency on how to refund payments from the moment a merchant opens an account. Not only do we follow the standard of creating a Service Agreement which is provided to all merchants detailing all topics related to payment processing, but we also provide easy to follow guides on the subject of refunds. The resource for refunds states: For most transactions, there are no fees to refund a charge, but the Stripe and processing fees from the original transaction arent returned. https://stripe.com/docs/refunds This is openly published for all Stripe users online. This means, there is no fee for a refund but the fees charged by Stripe are not returned as Stripe provided the service of collecting the funds as payment processor.
  
  
  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:08/21/2022

  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.

  Around June 28th, 2022, *************************, owner of **************. I opened a business baking account with ********** was asked to verify my business with multiple forms I provided and completed. Stripe is ****'s transaction processor. I enrolled and asked my brother to send **** USD to verify it worked. On June 29th, 2022, at 7:43 PM, the transaction of $**** was successfully completed. Transaction ID# *************************** On June 30th, a Transaction my brother paid to the business bank account of ******** USD was successfully processed. ID# *************************** Somewhere along the lines, **** and Stripe flagged my account as alleged high risk and canceled my ability to bank with **** or access the $********. Since June 30th, 2022, I have been attempting to communicate with Stripe via email since they do not have phone customer support. After six weeks of begging for access to my money, they responded with instructions to fund my account via wire transfer for a total of $150.04 to cover the refund costs; I performed this transaction successfully.ID# *************************** I followed up via email, and they responded, stating I could process the refund now that the funds of $150.04 had arrived. it will not allow me to refund the ******** stating my bank account is flagged as I originally told them it wouldn't let me. They wont respond to me with how they will give me my money back.As anyone could imagine, freezing up $5,200.00 has hurt my business and my family's ability to stay financially sound. I would like a full refund and to report Lilo.co and Stripe for their lack of HORRIBLE customer service and software.

  

  Business Response

  Date: 08/23/2022

  Below is Stripe's Response to the complaint submitted by *********************;(herein referred to as the "Complainant") on Aug 21.
  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 "GeoBitmine llc." at ttps://lili.co. 
  Stripe processed payments for the Complainant until Jun 30. 
  
  
  Verification Review
  During the time that the Complainant uses Stripe, Stripe *** 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 *** 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
  
  
  On Jun 30, Stripe notified the Complainant that we need additional information about the business in order to verify the nature of the business, products/services offered, and the identity of the controlling individuals within the business to ensure payments collected are authorized. The email stated the Complaint had until Jul 10 to provide this information to prevent closure of the account. We show this email was clicked and reminder emails sent on Jul 5 and Jul 8 were clicked as well. The Complainant did not provide the information needed for verifications by Jul 10.
  
  Account Closure
  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 Jul 10, 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
  
  
  The email notifications dated Jul 10, Jul 12, and Jul 26 each stated that Stripe would process refunds automatically if there were sufficient funds in the account to do so. Our records show these emails were opened and clicked. As a result of the Complainant topping up the account, the refunds in question were processed on Aug 22. 
  
  
  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: 08/24/2022

   
  Complaint: 17748509
  
  I am rejecting this response because: 

   

  The statements made are slightly inaccurate to change the narrative. 
  First, I could not get customer support on the phone or by email. Because of this poor model of helping their customers, it took them over 45 days to process a refund, which they performed AFTER I complained to the BBB. I had begged and pleaded with them to help me recover my ******** Dollars. They would only respond with copy and paste boiler play stating that they have the right to refuse service to anyone for XYZ reasons. Yet, I was out ******** dollars, severely hurting my and my family's well-being. 
  With all of this in mind, the complaint that I have (which they contradict themselves and outline by saying "I opened their emails to verify my identity, but was not completed", was indeed completed by me and addressed via emails which I have provided. And I have screenshots where I reached out asking them to complete the process. Nevertheless, they froze my account for well over 30 days, eliminating my ability to access the ********
  
  I believe this is 100% on their software and lack of internal competence that created this hardship for me. Attached you will find some of the emails between their firm and me. 
  
  I want them to refund me the amount I asked for of ********, and the money that I had to wire to the account of ******, and the ***** transaction fee. 
  Allegedly, They issued a refund of ******** after my complaint was filed to the BBB. The additional funds I'd like to be refunded is ******. That's not including any civil case I will pursue for damages, pain, and suffering.
  
  Sincerely, 
  *********************;
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/01/2022

  For the reasons explained in detail, 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: 09/09/2022

   
  Complaint: 17748509
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently signed up with Stripe *** to process my credit cards for my business moving from ******************* Services because Stripe has an inventory tracker which meets my needs that Quickbooks does not provide. I never had a problem with Quickbooks. Stripes is refusing to release my payouts stating different reasons. These payouts are from sales to my customers which means Im out product sold to customers. Stripes states we do not meet their terms of Service yet refuse to inform me of which ones. Then they inform me they are still in the process of verifying my business which they agree we have provided all the information yet still refuse to release my payout. Now they say they are going to hold my payout up to 100 days. Its not their money. I demand my money plus interest if they refuse to release money that does not belong to them.

  

  Business Response

  Date: 08/23/2022

  Below is Stripe's Response to the complaint submitted by ************************;(herein referred to as the "Complainant") on Aug 20.
  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 Aug 10 under the name Fix I.T. Co at https://fix-it-computers-sales-service.business.site/. Stripe processed payments for the account owner until Aug 16. 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 18, 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
  
  
  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:08/17/2022

  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 opened an account with them,And they charged me $287.20 with no normal reason, then they closed my account without explaining a reason

  

  Business Response

  Date: 08/19/2022

  Below is Stripe's Response to the complaint submitted by ***************;(herein referred to as the "Complainant") on Aug 17.
  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 Jul 24 under the name "Y&B DISTRIBUTION AND SERVICES INC." using https://www.amazon.com as their business website. Stripe never processed payments for the account. 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. On Aug 1 and Aug 8, 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
  
  
  Stripe Tax
  The Complainant signed up to use Stripe automatic tax calculation. The pricing and how it works document state that Stripe charges a fee when an invoice is created with tax calculated by Stripe Tax on transactions to customers in states or countries where the user is registered to collect tax, and the Invoices amount is greater than zero. 
  
  
  For context, based on the users invoices created using Stripe tax calculation, they were charged $183.20 for automatic taxes on Jul 26 and $104 for automatic taxes on Jul 29. The labels for each charge are listed within their Dashboard to explain the charges.  Stripe debited the account the Complainant linked to their Stripe account $287.20 on Aug 5. 
  
  
  Results of Investigation
  In checking the Complainants account, we determined the charges and the description of the charge state Automatic taxes notifying the Complainant of their source, the Complainant contacted Stripe Support who explained the reason for these charges on Jul 28, and the Complainant acknowledges in email to Stripe Support on Aug 8 that they turned on the Automatic tax feature.
  
  
  We also determined that the Complainant was notified of closure being based on having a high level than Stripe can support. Though the Complainant *** want to know more granular details, we are unable to share specifics of what Stripe uses to reach this decision. We do not take closure decisions lightly and there were multiple reviews in hopes of being able to continue supporting this business. However, weve concluded that we can not.
  
  
  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: 08/20/2022

   
  Complaint: 17720035
  
  I am rejecting this response because: I was not offered if i want to use the tax feature, they just turn it on by default, and then bill you,

  In fact i didn't even use that service because i only sell to wholesalers which aren't paying sales tax as resellers, so i didn't even calculate taxes on stripes system
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/23/2022

  Tax calculations are not enabled by default. This resource walks through how automatic tax is enabled: https://stripe.com/docs/tax/invoicing#enable. For the reasons explained in detail previously, 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:08/16/2022

  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 using Stripe as a payment processing software for over 1 year. On at least one occasion the collected money from my overseas purchaser through their platform and held the money for investigation.I answered all their questions provided all documents and they released the money.This happened for the second time this year in July 2022.This time they asked for pictures of goods I sold and amount of stock.I kept on stock.I provided these proof.They told me that they did not support my type of business and my account would be closed.Ironically every time they do these investigations it occurs just after they have collected a payment from me.They next told me my purchaser had said the did not approve the sale.I know this to be untrue because my purchaser is a family member overseas that I have been doing transaction with. Next they saId they would refund the money in 5 to 10 business day. My stripe account kept saying in will be refunded and the dates kept changing.The last date was August 15th and this was not done.Stripe has neither deposited the money in my account or refunded the purchaser.This has been going on since Stripe first held the money 1 month ago. Here is the message I received on July 25th from Stripe. It has been multiples of 5 business and 10 business days since then.Stripe is difficult to communicate with and answers are robotic by email only.Please Help ! .This business need to release the fund they are unfairly holding immediately. Hi ******, Our systems recently identified charges that appear to be unauthorized by the customer, meaning that the owner of the card or bank account did not consent to these payments. This means that we can no longer accept payments for healthsourcesupplies.com. Refunds on card payments will be issued in 5 business days, although they may take longer to appear on the cardholders statement.

  

  Business Response

  Date: 08/18/2022

  Below is Stripe's Response to the complaint submitted by ************************;(herein referred to as the "Complainant") on Aug 16.
  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 May 7, 2021 under the name Buy ***************** LLC at  https://healthsourcesupplies.com. Stripe processed payments for the account owner until Jul 17. 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 Jun 25 and Aug 4, 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
  
  
  For context, the Stripe emails stated that we only support businesses with a low risk of customer disputes. After reviewing this account, it does seem like the business presents a higher level of risk than Stripe can currently support. Stripe will issue refunds on the affected card payments. If there are insufficient funds on the account to cover any refunds, these refunds will not be processed and any outstanding funds will remain on your account. Our records indicate all emails were clicked by the Complainant.
  
  
  To reiterate, since there is not enough in the balance of the Stripe account to cover all refunds, these funds have remained on the account awaiting the Complainant to add the additional funds needed so the refund can process. The Complainant can log into the Dashboard to request wiring instructions to add the funds. Please note that wiring the funds is the only option available at this time.
  
  
  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: 08/24/2022

  ITell us why here...     I would like to respond to  stripe's confusing response. There are 3 points that have no merit. i Will respond to each of these made by stripe.

   

  Stripe : "The Complainant submitted an account with Stripe on May 7, 2021 under the name Buy ************ LLC at  https://healthsourcesupplies.com. Stripe processed payments for the account owner until Jul 17.

  Response :" My company is registered in Indiana  as ************** for less and also registered as trading as Health Source supplies under ************** for Less"
  
   Stripe : "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."

  Reaponse :All items over the one year of using Stripe was sold to one client. This Client is a Relative and paid through His bank authorized credit card each time.Neither His bank nor **************** of VOSH Distribution has requested a Refund or made any claim.I can easily support this.
  
  Stripe:"To reiterate, since there is not enough in the balance of the Stripe account to cover all refunds, these funds have remained on the account awaiting the Complainant to add the additional funds needed so the refund can process. The Complainant can log into the Dashboard to request wiring instructions to add the funds. Please note that wiring the funds is the only option available at this"

  Response: On Checking Today 8/24/22 at 7:am EST there was a balance of $13,137.44 in my stripe dashboard. This is the money collected and held. I am not understanding the claim of insufficient funds to make a payout. My stripe account is linked to my bank account.I understand stripe charges processing fees which they usually deduct from the amount before paying it out to me.Why do I need to deposit additional funds and for what reason and how much. What am I being now charged for after my money has been held and they usually subtract their fees.? Do they have a different balance on their end? Please answer all these questions as  I have answered theirs point by point. I do not wish to continue with them so i am not disputing your choice to close my account. However do not make claims of fraudulent and charge requested when they are not true. Please respond to my questions so i can do whatever it takes to conclude this awful experience.
  

  

  Business Response

  Date: 08/25/2022

  elow is Stripe's Response to the complaint submitted by ************************;(herein referred to as the "Complainant") on Aug 16.
  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 May 7, 2021 under the name Buy ***************** LLC at  https://healthsourcesupplies.com. Stripe processed payments for the account owner until Jul 17. 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 Jun 25 and Aug 4, 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
  
  
  For context, the Stripe emails stated that we only support businesses with a low risk of customer disputes. After reviewing this account, it does seem like the business presents a higher level of risk than Stripe can currently support. Stripe will issue refunds on the affected card payments. If there are insufficient funds on the account to cover any refunds, these refunds will not be processed and any outstanding funds will remain on your account. Our records indicate all emails were clicked by the Complainant.
  
  
  To reiterate, since there is not enough in the balance of the Stripe account to cover all refunds, these funds have remained on the account awaiting the Complainant to add the additional funds needed so the refund can process. The Complainant can log into the Dashboard to request wiring instructions to add the funds. Please note that wiring the funds is the only option available at this time.
  
  
  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: 09/06/2022

  My response.Stripe you have not answered any of my questions.

  1.There is balance that you collected on my account why can you not transfer it to my bank 

  2.If you are asking me to add funds to my account.Why am I doing that. They have already deducted processing fee of  over $534 .Please state  if they are saying to add funds .For what ? and how much?

  3. I no longer want to do business with you but state what fradulent activity I comitted.I have one client while using your service for 1 year.

  Please no more generic letters.Answers please

   

   

  1. Showing stripe collected a total of $4000 + $9671.22 = Total $13,671.22 on Jul 17,2022 from ****************************

  2. Stripe did not remit this amount to my bank account which is attached to my stripe portal. The balance remaining is $13,137.44 ( I suspect minus processing fee)

  3. Showing stripe has paused disbursement.

  4. Showing stripe communication in july

  5. Showing all payments made through stripe from my one customer

  6 Showing there have been no disputes or fraud noted on my account  made against me on my account

  7. Showing communications from stripe

  8. Stripe still has my bank account attached on the Dashboard ( Nothing preventing making a transfer)

   

  

  Business Response

  Date: 09/07/2022

  To reiterate, funds have remained on the account awaiting the Complainant to add the additional funds needed so the refund can process. The Complainant can log into the Dashboard to request wiring instructions to add the funds at any time. However, wiring the funds is the only option available at this time. 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: 09/09/2022

   
  Complaint: 17726718
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  My questions have not been answered from my last email.

  Also I have logged into my account and there is nowhere there to request wiring instructions. How much am I to wire and please send the instructions where in the dashboard to find this.I suspect that you are charging me money to return the money you charge me to accept that I did not receive. Let me know how much it is and send instructions/ screenshots as to where to do this wire.

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

  

  Business Response

  Date: 09/23/2022

  Pursuant to this complaint, Stripe has implemented a 120 payout pause and 100% reserve to protect against disputes. Any money not used for disputes, negative balances, or refunds will payout to the bank account you have connected to your account on Jan 20, 2023.

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 17726718
  
  I am rejecting this response because: I am no aware of any disputes.Can they share if any disputes has been logged against me or are they expecting disputes.I so why?
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/16/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been using this payment processor for the last few months and in the last few months this happened before as well where they held my money and shut my account down because they thought my business is a risk or because there might be chances of disputes. However that has not been the case and we have been fulfilling our clients request and ensuring they are given the best service. In conclusion we would like to get our account back and deposit the money into our bank.

  

  Business Response

  Date: 08/23/2022

  This is a duplicate submission. Please see Complaint ID #******** for ********************'s response

• Initial Complaint

  Date:08/16/2022

  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.

  I have had an account with stripe for about 6 months and I am not receiving payments after making a test payment the payment receipt is emailed for the donation to our church but I never received an admin email or the money please help they will not answer email or have phone support thank you

  

  Business Response

  Date: 08/18/2022

  Below is Stripe's Response to the complaint submitted by ********************;(herein referred to as the "Complainant") on Aug 16.
  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 May 9 under the name ********************* Ministries at https://garyhunley.org. 
  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 Terms of Service. 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
  
  
  Our records show email communications the Complainant has had with Stripe Support beginning Aug 16 through Aug 18. Though the Complainant claims that Stripe has not answered emails, the Complainant has filed a complaint internally with Stripe, has an ongoing dialogue with Stripe Support, and there have been 6 email messages in total.
  
  
  In accordance with the email sent to the Complainant on Aug 17 and as explained to the Complainant in the email messages between Stripe Support, Stripe has been unable verify the organization with their website and Stripe account details. Its important that we know what sort of transactions will be processed by Stripe, in order to make sure that its supportable under our Services Agreement. If Stripe cant verify this, we will eventually have to pause payouts to your bank account on August 31, 2022. To avoid having payouts paused, we provided a form for completion in the Aug 17 email or within the Dashboard.
  
  
  Though the Complainant states that they have not received money or admin emails, our records indicate that the last payout was made Aug 18, and the account is currently $0.00. There have been 3 payouts in total as there have been 3 charges. All payouts were made timely. Emails notifying the Complainant of upcoming payouts were sent May 17, May 25, and Aug 18. Our records show all emails were opened by the Complainant.
  
  
  As of the date of this email, the Complainant has declined to provide evidence of being a registered religious organization or additional details about their organization as required to allow processing on Stripe, and has decided to process payment elsewhere. 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: 08/18/2022

   
  Complaint: 17724753
  
  I am rejecting this response because: the tax id and all the bank account and information was verified already when I signed up. We received no admin email confirmation when making a test payment I would like my account closed. They keep asking me for more information that I have already provided. I have another merchant I have used for 3 years and they have never ask for anymore information after I provided the information when I signed up. Please close my stripe account. Thank you.  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/23/2022

  You can close your Stripe account within your Dashboard. Here is a resource guide walking you through the steps to do so. https://support.stripe.com/questions/close-a-stripe-account 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: 17724753
  
  I am rejecting this response because:I just received another email demanding to fill out more paperwork or I will not receive anymore payments I proved all the information when I signed up and I cannot login to account either they already have all the documents for my business when I signed up 
  
  Sincerely,
  
  *********************