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:08/09/2022

  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.

  We signed up with Stripe for our online CC processing and after a couple of weeks with no issues, suddenly, on June 21 2022, they emailed us to let us know that they needed additional information to verify our account. We got them the information they were seeking and they assured us the verification would be quick.It's now August 8th and they have been collecting our customers' payments without depositing them this entire time. They are now holding roughly $100,000 in customer payments. This has destroyed our cash flows and, unless it is resolved quickly, we will be shipping out products we haven't received any payment for. When they told us the account was under review, they never once indicated that deposits would stop. Additionally, when we reach out they give us vague and unhelpful reasons for why it has happened. We could simply like our customers' payments to be deposited ASAP so that we aren't out hundreds of thousands of dollars.

  

  Business Response

  Date: 08/11/2022

  Below is Stripe's Response to the complaint submitted by Caden Wilding (herein referred to as the "Complainant") on Aug 9.
  Stripe Overview
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission.
   
  Merchants have control over what information is provided to Stripe for credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account.  It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/legal.
  [1] https://stripe.com/payments
  Merchant Account Overview 
  The Complainant submitted an account with Stripe on May 17 under the name ************ Lift Furniture" at https://www.wildwoodtvliftfurniture.com. On Jun 23, the Complainant was asked to provide additional documentation useful in verifying this business model and Stripes ability to support it due the high volume this business is expected to process. This information was provided Jun 28. Stripe completed review on Aug 7 and payouts were released. The first payout completed Aug 8 and the second on Aug 10. 
  
  
  During the time that the Complainant uses Stripe, Stripe may need to request additional information from them. They are required to provide requested information. The Service Agreement 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. "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
  
  
  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:08/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an active stripe account. Did some charges and everything was okay. I purchased a company along with clients and did some charges. ******** after stripe closed my account stating I was high risk. The issue came about as a client did not recognize the charge and filed a dispute. Fair enough, but stripe has a dispute area and did not allow me to deal with the client. They closed my account stating i was high risk. Their terms and policies state how they may close your account if you are high risk, but they also state you can challenge disputes before this is determined. This leads me to believe their system is robotic. I have been emailing them back and forth. Can not get an actual person on the phone to discuss it. They keep stating they will refund my clients. It has been over a month and my clients are getting upset and threatening me with legal action. I stated it is out of our hands as stripe is supposed to issue a refund. I think this is some sort of get money scam set up by stripe and heres why.1. They tell you your account is closed and hold the funds. They do not even give them back to the client. Even though they state its the client that filed a complaint. So why hold their money. 2. They state if there is a remaining balance from refunds it stays in the account. Okay how am i to provide whatever is missing into the account. They offer no way to do this. 3. They state they can label you high risk,but they have a dispute catagory. Every merchant allows you to correct a dispute, and label you high risk if you lose too many. Stripe just did it even though i was in good standings prior.4. All their complaints are about the same thing with the same copied and pasted responses. These are not people running a company its a system. They are trying to get everyones money and hold on to it. There is no reason my clients have not been refunded. Even if you are closing my account.I receive the same emails over and over again. Yet no client refund

  

  Business Response

  Date: 08/10/2022

  Below is Stripe's Response to the complaint submitted by ****************************;(herein referred to as the "Complainant") on Aug 8.
  
  Stripe Overview
  As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its 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 3 under the name Absolute Media at https://www.facebook.com/AbsoluteMarketingnow. Stripe processed payments for the account owner until Jul 22. 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 23, 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
  
  
  As explained at the time of account closure, Stripe will refund all customers as soon as there is sufficient funds to do so. Currently, the Complainants account does not have hold enough money to fund all outstanding refunds. The total of outstanding refunds is viewable to the Complainant within their Dashboard. In order to top up the account with the amount needed to satisfy all remaining funds, the Complainant *** contact Stripe Support for wire instructions.
  
  
  To correct the misinformation from the Complainant, on Jul 23, Stripe informed of unauthorized payments, not disputed payments. It was not until Aug 10 that Stripe made notifications to the Complainant of the disputes coming from their customers. As of Aug 10, the Complainant has received 2 notifications from their customer with the dispute reason of unrecognized charge. 
  
  
  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: 08/10/2022

  
  Though they may claim their reason to terminate. There is no reason for them to hold clients funds. There is a total of $1885.00 in my account. The "challenged payments" total $1500.00
  
  Telling me there are no funds available is absolute ludicrous. I have noticed as well when I emailed the company demanding they refund the clients. There responses are getting slower and slower. They are also not even answering my questions. So, if all my clients are to be refunded but there is a balance. How can I provide that remaining amount?
  
  There is no way to make a deposit. I also can not manually refund a client with the available funds in the account. Stripe is 100% trying to keep these funds, and hope i stop pursuing. The clients ended up doing chargebacks now because stripe will not pay put the refunds even though the funds are there. This is a long reply to my complaint but with zero answers. My next step is legal action for defermation, and holding my funds. Refund my clients. Offer me a way to provide any outstanding balances. You have no rights to their money. If you are protecting consumer then give them their money.
  
  I attached proof of balance, and available funds included past transactions. Clearly this company preys on any small business. They wait for a mistake to find a way to grab there funds and hold them hostage with no way to rectify. These clients are waiting on their money and you are holding it not me.
  
  
  ***************************
  
  
  
  ***************************

  

  Business Response

  Date: 08/16/2022

  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless.

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17689354
  
  I am rejecting this response because:

   

  I do not believe what this company is saying. It is almost like more than one person reads a line and then they put separate sentences together. I in no way claimed damages. I am simply stating this company needs to refund money that does not belong to them. They sent me an email stating if funds are not there they will not refund. However, there as shown is more than enough funds there to cover the two clients that requested refunds. Stripe is ignoring the issue completely and falling back on terms and policies they do not even follow. I am getting emails from different people. Repeat emails, and their statements never align with my queries. There contact phone number does not work. It cuts off as soon as you dial. I have never heard of a financial institution that does not have customer service available via phone. Also now every email they send they are saying it takes 5 days before they respond. They are purposely waiting for me to go away and keep the clients funds. I have filed a complaint as well with the **** Attorney General of Ca, and consumer affairs. This company needs to be investigated as far as their operation is concerned. There is a problem with their system how they handle it, and how they respond to complaints. I have stated many times to return my clients money as you are holding it and not allowing me to do anything on my account. The clients have been advised to do chargebacks because stripe is 100% holding their money. Please note before stripe makes a very non related response. There is $****.00 in my account. Two clients equaling $****.00 have disputed charges. There is funding to return those two clients. They should be returned. Your email stated. All clients will receive a refund. If there is any remaining balance after refunds,  that balance will remain on the account to be settled. Hence if there is a **** in the account. **** is being requested to be returned. Then it should be returned. The remaining balance of the other customers request refunds would need to be deposited by me. Also I would like to know the legal right you have to someone elses money if they intact disputed the charges for something they did not receive. To me this sounds like a form of theft. I could be wrong legally. But as far as Im concerned. I dont have access to the funds. Only stripe does. The clients want it back and youre keeping it. Seems like theft. However, I will allow the powers need be at FT, consumer affairs, and AG look into that. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/07/2022

  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.

  There is a missing payment from a client and I'm having no success in working with their support team.It seems like their support team can't speak or understand proper English, or it's a poorly trained AI, or they lack the access or capabilities to resolve the issue. Their support team gives random answers not even directly related to my question. The issue is that my client double-paid an invoice but only 1 payment is showing in my account. They paid this invoice by both credit card and bank transfer, but only the credit card payment is showing in my account. I have supplied the receipt from the bank transfer to help track it down.

  

  Business Response

  Date: 08/08/2022

  Below is Stripe's Response to the complaint submitted by Matt Konig (herein referred to as the "Complainant") on Aug 7.
  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 Jan 21, 2021 under the name Sensic at ttp://sensicdigital.co/. 
  
  
  he Complainant raised this issue with Stripe beginning Aug 4 and given that Stripe Support has had the time to research the matter, the Complainant was provided with the following explanation of how to retrieve the funds which were on the account. This matter was resolved by Stripe internally on Aug 8.
  
  
  For context, there was a double payment. The money was located on the Complainants account. Instructions were given so that the money could be captured and set up for payouts. While card payments are usually immediate, ACH or any bank transfers take longer to appear. As such, Stripe Support required time to research the matter and determine where the money would post. Stripe denies the allegation that Stripe Support was unable to assist for the reason stated by the Complainant.  
  
  
  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:08/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stripe has not issued my payout to me in several days. They keep saying they are reviewing my account but Ive given them everything theyve asked for including invoices. You can only contact them by email and they are very vague. I just started a home inspection business and I require these funds to pay my business overhead.

  

  Business Response

  Date: 08/08/2022

  Below is Stripe's Response to the complaint submitted by ******* Simmons (herein referred to as the "Complainant") on Aug 5.
  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 5 under the name ******************** Services LLC" at www.facebook.com/Crescent-Inspection-Services-102396225806487/. Stripe requested the Complainant verify the website used to market their services on Jun 19. Our records show the email notifying them of the verification requirement was opened. The Complainant did not provide an established site so Stripe requested an invoice from their customer. The Complainant provided this on Aug 3. Stripe concluded our review for supportability on Aug 8, and the account was re-enabled. The Complainant is now able to process payouts.
  
  
  During the time that the Complainant uses Stripe, Stripe may need to request additional information from them. They are required to provide requested information, as stated in the Service Agreement. "At any time during the term of this Agreement and your use of the Services, we may require additional information from you to verify beneficial ownership or control of the business, validate information you provided, verify you or your Representatives identity, and assess your financial condition and the risk associated with your business." https://stripe.com/legal#your-stripe-account
  During these periods in which Stripe is requesting additional information, Stripe may suspend parts of their account, including payouts and charge creation. This is stated in the Service Agreement as 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
  
  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:08/04/2022

  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 used stripe one time for one of my clients payments shortly after the payment processed I was told my account was not eligible to receive payouts so I tried to refund the payment but it would it told me me My account wasnt eligible to refund payments after I emailed stripe 10X they finally said they would allow the refund so I refunded the payment. Then it tells me the refund is pending because I need to pay the processing fee before it will be refunded even though they didnt process anything as they refused to do so. I was going to pay the processing fee even though they didnt process anything just so my client could get her money back but I couldnt find a way to pay it. So after another ***************************************************************************** pay the fee that must be paid before the refund will be issued to my client. So they wont give the money back to my client. This has been something Ive been dealing with trying to get my client her money back for over a month now. They are essentially stealing this money and its not right its illegal and I believe there company to be a total scam after reading all the horrible reviews about them doing this exact same thing to hundreds of other people. I just want my clients money returned to her and the refund to be given.

  

  Business Response

  Date: 08/08/2022

  Below is Stripe's Response to the complaint submitted by *********************;(herein referred to as the "Complainant") on Aug 4.
  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 Jun 30 under the name S4U at https://www.facebook.com/******.*******.313924. Stripe processed payments for the account owner on Jul 1. During the time that the Complainant uses Stripe, Stripe *** need to request additional information from them in order to ensure the identity of the Stripe account holder, website, and other account details are consistent with the information provided to Stripe. Stripe account holders 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
  
  
  During these periods in which Stripe is requesting additional information, Stripe *** suspend parts of the account when discrepancies occur or until consistent information is provided, including payouts and charge creation, as stated in the Service Agreement, 'We reserve the right to change the Payout Schedule or to suspend settlement to you. Examples of situations where we *** 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
  
  
  The closing of this account is in accordance with the following section of the Stripe Terms of Service. The Complainant was notified on Aug 5 and 7 of the closure as the information provided indicated that the risk of customer disputing or requesting refunds would be higher than Stripe can support. 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
  
  
  The Complainant is unable to receive payouts, but this does not preclude the Complainant from initiating refunds to customer as long as there is sufficient available funds to do so, signing into Stripe, or accessing any of the account's existing data. As the Complainant has a negative Stripe account balance, they will not be able to refund their customer until they top up their account. The Complainant received an email from Stripe Support dated Aug 5 which provided full instructions of how to wire the funds required to top up their 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: 08/09/2022

   
  Complaint: 17674110
  
  I am rejecting this response because:The refund is not being issued to my client stripe is refusing to issue the refund because they want a $7.10 for a processing fee which is ridiculous because they refused to process the payment so honestly I dont think I should even have to pay it but I would pay it if it were possible to do so. There is no way for me to pay the $7.10 fee or add money to my account via the app online or over the phone to cover the fee so there refusing to give my client her refund. The only way to add money to my account is via wire transfer and my bAnk does not provide this service so I have no way to wire transfer funds to stripe. It is very inconvenient and expensive to do these wire transfers even if I did have a bank that offered this. I have read many reviews about this happening to a lot of people an it seems to me that this is a common way to scam people out of money. Making it more difficult to get there money out and more of a hassle then its worth to most.  

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

  

  Business Response

  Date: 08/16/2022

  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless.

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17674110
  
  I am rejecting this response
  Complaint: 17674110
  
  I am rejecting this response because:
  I am not asking for damages I just want my client to be refunded her money and your making it impossible for that to happen. You say you want a $7.18 fee for your services but you did not perform any service for me or my client you refused to perform any service but yet you insist on being paid for a service you did not provide. If you had provided the service to me you would have your money as its automatically deducted from the money that I get from my client but you chose not to provide that service, you decided I was too high risk to have an account with your company. Before you even decided I was too high risk I could not withdraw funds from my account even though my bank account  my bank account had been verified by your company stating I had to wait 7 days after opening an account to withdraw funds. So I just decide to refund my client but it wont allow me to refund after multiple emails and me saying I was going to suggest my client claim fraud on the charge since you were essentially stealing her money you finally allow the refund but tell me my account is closed due to the risk of my client filing fraud charges which she hadnt done I had only said I would suggest she did so if you would not refund her money. When you shut my account down you prevent me from being able to add money to my account via my debit card or bank transfer leaving the me no other option but direct wire which my bank does not offer. I dont feel I should even have to pay a service fee cause your company has not provided me any service in any way maybe a disservice but a service fee is something you pay for a service being provided and your company did not provide any service to me!!
  Sincerely,
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/09/2022

  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless.

• Initial Complaint

  Date:08/04/2022

  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.

  5/6/22 Multiple fraud purchases on consumers credit card by merchant:1. $633.99 lashedoutdaily ******* ** (eyelashes?)2. $698.00 SPODAK3882 www.dirtysituations.com ********* ** 3. $698.00 SPODAK3882 www.dirtysituations.com ********* Ca 4. $698.00 SPODAK3882 www.dirtysituations.com ********* ** 5/20/22 STRIPE revealed items 2,3,4 Mens sweaters purchase by *************************** ******************** that does not match credit card holder. Investigation of #2,3,4 are multiple charges indicating purchase frequency and same timeframe clearly violating the "review rule" of STRIPE that indicates fraudulent activity.No investigation proof provided for #1.Address of shipment is not a home residence, nor fully verifiable billing address which has passed postal code and street address checks through ******************** view. Affidavit's have been filed with ******* ** and ********* ** police departments, as well as with ************************ and Consumer ************************* verifying fraud. STRIPE needs to acknowledge that the charges were authorized against their best practices procedures, needs to validate fraudsters in this matter since the payments are being disputed, and inform ******** accordingly to provide credits due to inability to submit proper dispute evidence.

  

  Business Response

  Date: 08/08/2022

  Below is Stripe's Response to the complaint submitted by ***************************;(herein referred to as the "Complainant") on Aug 4.
  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
  
  
  Result of Investigation
  From the Complainants statement of problem and other contact details, we are unable to identity the Stripe account at the subject of this complaint. However, the summary seems to indicate the Complainants account has been the victim of a card testing attack. Card testing is a type of fraudulent activity where someone tries to determine whether stolen card information is valid so that they can use it to make purchases. A fraudster may do this by purchasing stolen credit card information, and then attempting to validate or make purchases with those cards using a Stripe users account to determine which cards are still valid. If they determine the cards are valid, the fraudster then attempts to make payouts to themselvesleaving the Stripe users to bear the consequences of disputes and a negative account balance.
  
  
  Unfortunately, fraudulent activity such as card testing is an unavoidable part of online commerce. Card testing, however, has consequences for the entire payments ecosystem, so merchants, card networks, and Stripe share responsibility to prevent it. Information as to what a card testing attack is and how the Complainant should act to mitigate against future fraud and disputes is listed in Stripe Docs here:
  https://stripe.com/docs/disputes/prevention/card-testing#how-card-testing-works
  
  
  We recommend the Complainant immediately complete the following, if they have not already done so: 1) log into their Stripe account and make Stripe Support aware of the fraudulent activity dates and request for debits to be disabled while the card attack is remediated, 2) refund all successful payments using the reason code Fraud, even if this sends the Stripe account into a negative balance for now 3) roll their Stripe secret key and keep this safe as fraudster commonly use phishing emails to get this information from you, 4) add a CAPTCHA or rate limits (based upon what makes sense for your business) to make it more difficult for this to happen again. More options of fraud prevention tool offered by Stripe are details in the Stripe doc linked above. These are always available to you but it is up to the Stripe account owner to implement the measures you feel are best for your business. One these measures have been completed, Stripe can review reimbursements as a courtesy.
  
  
  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: 08/08/2022

   
  Complaint: 17671746
  
  I am rejecting this response because: I am not the merchant, I do not have an account with STRIPE. I am the victim to whom the businesses ( ****** and lashedoutdaily) and *********************** used my identity and stolen credit card to make various fraudulent purchases totaling $2094.00. The information on the investigations was incomplete due to the fact that you (or the merchant) used/submitted one investigation document for 4 fraud transactions. Please refer to your business practices and rules to acknowledge that the merchant did not adhere to your policies.

  Please review the copied documents submitted by your merchant as incomplete and reject the authorized payments. It's clearly noted that, I *************************** are not the recipient of the merchandise since one document clearly identifies *********************** as the customer. That name does not match the cardholder! I am not the customer! I am not the merchant! I have never used nor conducted any business with STRIPE!

  Affadavits have been filed with local law enforcement, ************************ and Consumer ************************* with a statement of facts indicating I am the victim whose stolen credit card was used to make the purchases with your merchant totaling $2094.00.

  Please revisit this, review carefully and acknowledge that the investigations submitted are irrelevant for the 4 individual theft charges. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/16/2022

  We recommend the Complainant immediately complete the following, if they have not already done so: 1) log into their Stripe account and make Stripe Support aware of the fraudulent activity dates and request for debits to be disabled while the card attack is remediated, 2) refund all successful payments using the reason code Fraud, even if this sends the Stripe account into a negative balance for now 3) roll their Stripe secret key and keep this safe as fraudster commonly use phishing emails to get this information from you, 4) add a CAPTCHA or rate limits (based upon what makes sense for your business) to make it more difficult for this to happen again. More options of fraud prevention tool offered by Stripe are details in the Stripe doc linked above. These are always available to you but it is up to the Stripe account owner to implement the measures you feel are best for your business. One these measures have been completed, Stripe can review reimbursements as a courtesy.
  
  
  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: 08/16/2022

   
  Complaint: 17671746
  
  I am rejecting this response because:

  STRIPE response does not address the issue as stated in my inquiry. 

  Their redundancy of their policy response is misconstrued in this matter with their attempt to direct me, as a merchant to follow their process. I do NOT have a STRIPE account to log into. I am the victim to whom they authorized payment to the merchant via a stolen credit card. The cardholder name revealed in their chargeback investigation 204376185430-9109957175 is not ME! The person whose name appears as the customer is actually the alleged perpetrator. The shipping address is not a residence- ****** maps were not verified prior to shipping.  Their best practices and rules match my complaint in that the multiple charges, three in fact for the same product $698.00, indicates a fraudster. 

  STRIPE needs to reverse the funds authorized on my stolen credit card for 3 purchases made by their merchants $698.00 on 5/6 through www.dirtysituations of IP address in ********** $2094.00 The investigation provided is for ONE purchase, not all.

  STRIPE needs to reverse funds authorized on my stolen credit card for their merchant Lashedoutdaily 5/6 of $633.99.

  STRIP needs to prepare thorough investigation reporting AND correct the document issued to CITIBANK, the holder of my voided cancelled credit card. 

  I can provide proof of police report affadavits, ************************ affdavit and Consumer Finance *************** as it relates to this fraud case.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/09/2022

  Based on the Complainant's claim that they are not a Stripe user, the proper protocol to contest charges made by the merchant are to dispute the charges with **************** or issuing bank. The network/bank will conduct their own investigation with the merchant. Stripe is not involved in the investigation in any way except to deliver funds to the winning party. The network/bank will notify Stripe of the winner and we act accordingly.

  Customer Answer

  Date: 09/16/2022

  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:08/04/2022

  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 are very upset with HTTPSLodging.FL or Hotel Lodging or Stripe,Inc. or whatever their name is. They have not given us any service or product for the money they charged on our card. Furthermore, we did not cancel our reservation, but were left high and dry when we arrived at the hotel. Hotel Lodging canceled our reservation. See further details below. It is nothing but a scam. Better Business Bureau shows they have an A+ rating, but they have 900 some odd complaints. What? Reservation itinerary #H4635717 Voucher #**************** Pin # ****** Expiration date: 6-3-2023 2-10-22 - ************ Lodging to make the reservation on 2-10-22, the charge as $377.40 with our Citi Card.5-27-22 - ************ Lodging to let them know that we would arrive one day later. Did not ask to change the amount charged, just to let them know we needed to change the reservation to one day later, from 3 days to 2 days. (Note: the service representative spoke very poor English, if any.) 6-03-22 - ************ Lodging to confirm our reservation for June 4, 5, 2022. We were told they had canceled our entire reservation. (Apparently the rep we spoke with on 5-27-22 did not understand our desire to just cancel one day, not the whole reservation.) We were very frustrated and had to make other arrangements. Hotel Lodging did tell us they would provide us with a voucher. Also, informed us it would cost us over a $100.00 to use the voucher..8-02-22 - Have tried multiple times to use voucher and have been told it is no good.

  

  Business Response

  Date: 08/08/2022

  Below is Stripe's Response to the complaint submitted by **** Denison (herein referred to as the "Complainant") on Aug 4.
  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 the Complainant has issue with. As Stripe is not the merchant, it is not held responsible for the customer service administrated by its users. This is outlined in the Terms of Service: "You know your Customers better than we do, and you are responsible for your relationship with them. Stripe is not responsible for the products or services you publicize or sell, or that your Customers purchase using the Services; or if you accept donations, for your communication to your Customers of the intended use of such donations. You affirm that you are solely responsible for the nature and quality of the products or services you provide, and for delivery, support, refunds, returns, and for any other ancillary services you provide to your Customers."
  https://stripe.com/legal#your-relationship-with-your-customers
  
  
  In order for the Complainant to get a refund or update on their purchase, they will need to contact the merchant. If the Complainant is unaware of who charged their card, they are welcome to write into ******************************** with details about the payment so Stripe can assist them in locating who charged their card.
  
  
  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless. 

  Customer Answer

  Date: 08/13/2022

   
  Complaint: 17671061
  
  I am rejecting this response because:

  Reservation itinerary #H4635717
  Voucher #****************
  Pin # ******
  Expiration date: 6-3-2023  
  Called to make the reservation on 2-   -22.
  5-27-22 - Called to change the reservation from 3 days to 2 days. (Note: the service representative spoke very poor English, if any.) 
  6-03-22 -  Called to confirm our reservation for 6-4 and **** and they told us they had canceled our entire reservation. (Apparently the rep we spoke with on 5-27-21 did not understand our desire to just cancel one day, not the whole reservation.)  They did tell us they would give us a voucher.  We were very frustrated and had to make other arrangements.  
  8-02-22 - We attempted to use the voucher since the company claimed they would not agree to a refund with Citi.   We were on the phone with them for TWO and hours, we talked to a total of 6 different reps, 2 of whom said they were managers.   No one could allow us to use the voucher and everytime we were transferred to a new representative, the price for the booking  rose considerably, even to the point of doubling.  However in the end, each rep ultimately told us we could not use the voucher.
  8-03-22 -  We tried again to use the voucher.  On the phone for an hour.   Transferred again to different people who all ultimately told us the voucher was not good.
  8-03-22 - Got on the web site of hotelplanner.com in an effort to use the voucher.  Again met with failure, receiving this computer message: an error occurred.
  I feel like this company is nothing short of a scam.  Canceling our reservation on their own.  Then making it impossible to utilize the voucher and constantly adding more and more to the price.  They found every possible way to get out of letting us utilize the so called voucher.    They just want money without giving any service or product.  ********** has been provided.
  
  

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

  

  Business Response

  Date: 08/16/2022

  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:08/04/2022

  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.

  In June of 2022 we started a campaign on GiveSendGo to raise money from friends and family to support a cause which we are all very passionate about. We are NOT a company, we were just a group of individuals pooling our money through GiveSendGo, to support our cause with the purchase of a Billboard.Stripe apparently did not agree with the cause we were supporting, and froze our account stating it had claims of fraud. Here is their claim "account exceeded the level of risk that we are comfortable processing for. This means that we will no longer be able to accept payments for your business. I'm afraid we can't offer much in the way of specifics regarding our review process for the sake of security, but please rest assured that we did a thorough review of your business and tried our hardest to continue working with you."This just isnt true. All of the money collected by Stripe through GiveSendGo were personal donations from our friends. Stripe has refunded all of the donation, except for my donation of $1,025. They have charged me $275.25 in return fees, and are holding onto the balance of my donation, which is $749.75.The main problem I am facing is they are asking me to further identify my business. I am NOT a Business!!!! I was using the platform GiveSendGo to raise money from family and friends.This is what Stripe is asking me to fill out to get further assistance."Additional Business Information. We need additional information in order to further review your business. What type of product or service is your business?"I know they are going to respond with "Stripe emailed the Complainant to request additional information...." As stated above, I am not able to provide "Business" information as I am NOT a "Business"!!!I just want Stripe to give me back my donation so I can close my account with this fraudulent company.

  

  Business Response

  Date: 08/05/2022

  Below is Stripe's Response to the complaint submitted by **** English (herein referred to as the "Complainant") on Aug 4.
  
  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 Jun 17 under the name Billboard at https://www.givesendgo.com/G3CU1. 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 22, Stripe reached to the Complainant to let them know about its concerns and that it could no longer support their business. 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
  
  
  Results of the Investigation
  Stripe has taken this opportunity to further review the state of the Complainant's account. Upon further investigation, Stripe has found that the account issues *** have been the result of the Complainant using a damaged ID during verifications. In light of these findings, Stripe has conducted a manual review and 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. False positives like this are rare, and Stripe takes them very seriously. Since Stripe has already initiated refunds to the Complainants donors, we are contributing the amount returned to donors totaling $4,501. The balance is now available in the 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. 

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started to use stripe as a credit card merchant and had everything setup on or before July 28th 2022. I recieved my first payment on the 28th and everything looked fine. No emails or problems with the transaction but that I just had ro wait until August 5th to get paid. Then on Aug 3rd I had another customer pay me and I get an email that the payment succeeded but my account wasn't verified and I needed to send them some information. Well I did that and they said my account would not be able to be used for stripe and a refund to my customers would be in place. Then they tell me the transaction fee will not be refundeded. I dont see that I should eat this charge seeing as they are the ones that didn't let the money go through to my account and they canceled my account after 6 days and nothing being g said until I had my second customer pay through ********************. Now I'm out of nearly **** dollars having to wait for everything to be processed and on top of that they want me to take the processing fees. I ve asked for someone to call me and they say email is better because they can keep records better. I told them to record me I didn't care. I wanted to talk to someone to resolve the issue.

  

  Business Response

  Date: 08/04/2022

  Below is Stripe's Response to the complaint submitted by Colt ****** (herein referred to as the "Complainant") on Aug 3.
  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 ** 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 Jun 3 under the name C&K Vent Cleaners LLC at https://www.facebook.com/cnkventcleaners/. 
  
  
  During the time that the Complainant uses Stripe, Stripe may need to request additional information from them. They 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 their account, including payouts and charge creation. As stated in the Service Agreement, 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
  
  
  Results of Investigation
  For context, the account has been closed due to unsuccessful ** verification. After 7 attempts by the Complainant to provide Stripe with clear, current, and valid ** showing their name as it appears on the Stripe account and date of birth, Stripe decided to close the account. Stripe is required by law to complete what's called a KYC (Know Your Customer) survey for every business that signs up with us, regardless of how many transactions they've processed. This involves completing in depth reviews of every single business, including identification of company reps, what they're selling, how they intend to sell it, their own description of their products and services, their website, and myriad other details. Due to the risk posed by not being able to confirm the ** of the person running this account, the Complainant was notified on Aug 3 that payouts will be paused for 120 days starting on August 3 (expiry Dec 1). During this time, held funds will be used to cover any disputes or refunds on the account. The remaining balance will be transferred to their bank account once your payouts are enabled at the end of this period.
  
  
  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: 08/05/2022

   
  Complaint: 17667288
  
  I am rejecting this response because:
  
  Sincerely,
  
  Colt ******

  Customer Answer

  Date: 08/05/2022

  I did try to submit my ID several times to the website. It did decline it a few times then it accepted the *** My whole problem with this is if you are required to know your customers then shouldn't you do this before you start processing payments for them. I'm waiting on your service where if I would have chose a different merchant I would have already had my money. I never recieved an email stating that my account was rejected because my ID failed to be accepted either. This is the first I ve heard of that. And according to the way your message through bbb read to me is that it could be accepted and the account could be reconciled. I was told in my emails that I couldn't do that. If someone would pick the phone up and call their customers it might make the whole process a little easier. No one has the time to sit down and read all the fine print that you sent to the bbb complaint form or in the emails to read the terms and conditions. Get to know your customer first. Get all their information and then decide if you will let them have an account. Don't process payments for them then tell them you can't provide the servie

  

  Business Response

  Date: 08/11/2022

  There was no reason listed for rejection so we are unable to respond. However we remain firm to our prior response 

  Customer Answer

  Date: 08/14/2022

   
  Complaint: 17667288
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************** I wrote a response after I sent the no response. your company is causing a delay in my payments and I have still yet to talk with anyone. It says one has been succeeded and the other has been refunded. I have not recieved any money. And I have not heard back from my customer. Not only is this costing me time and money it is embarrassing to try to get my customers to pay again. Something needs to be done asap.

  

  Business Response

  Date: 08/23/2022

  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless. 

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17667288
  
  I am rejecting this response because:

  Again you are withholding money from me and have not given me a response on when I will get it or my customer have it refunded.  I ve recieved no instructions on what to do for this case. Please advise me on how to obtain the money
  
  Sincerely,
  
  Colt ******

  

  Business Response

  Date: 09/09/2022

  Stripe's stance remains unchanged. The Complainant may refer to our Aug 3 response. In summary, due to the risk posed by not being able to confirm the ** of the person running this account, payouts will be paused for 120 days starting on August 3 (expiry Dec 1). During this time, held funds will be used to cover any disputes or refunds on the account. The remaining balance will be transferred to their bank account once your payouts are enabled at the end of this period.
  
  
  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:08/03/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up to use their platform for my freelance graphic design business. I did a project for my first client and they paid $150 using the platform for my services. A few days after my client paid I received an email stating my account needed additional verification. I submitted all my documents and ID and they still sent me an email saying my freelance business did not qualify to use their platform so they issued a refund to my customer. It's been a month and my customer has not received her refund. I have reached out to Stripe *** numerous times via email because they do not have a direct number and I continue to get the same automated response that they are looking into the situation. No one has helped me and my customer has yet received their refund. I need a resolution to this ASAP. This can tun legal if I don't get the refund back to my client.

  

  Business Response

  Date: 08/04/2022

  The Complainant submitted a duplicate of this complaint in BBB 17664587. Closing for duplication.

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17664699
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 08/04/2022

  I refuse to accept this companies response to my claim. Every email they have sent has had a new action date. They are sending automated responses saying that my clients payment is under investigation and I don't understand why. I explained the client is my sister which I completed a graphic design for as part of my freelance services and since they closed my account without any explanation, they have yet returned her money. Every time I have reached out it's the same run around and they keep extending the date. There is no need for an investigation, all the information is in stripe. Where the money came from, the amount, the bank, what the service was for etc. They just sent another email extending it until the 25 for a resolution. They have not stayed consistent with their emails not reps.

  

  Business Response

  Date: 08/10/2022

  Below is Stripe's Response to the complaint submitted by *********************** (herein referred to as the "Complainant") on Aug 3.
  
  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 Jun 30 under the name "D. BY MELY" at https://www.instagram.com/designsby_mely/. 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 Jul 13, Stripe reached to the Complainant to let them know about its concerns and that it could no longer support their business. 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
  
  
  Subsequent to this complaint, Stripe has taken this opportunity to further review the state of the Complainant's account. The Complainant agreed to provide supporting information on Aug 5 which allowed Stripe to re-review the account in light of new information. Stripe has found that the account was closed due to a false positive by it's fraud tooling. We have 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. False positives like this are rare, and Stripe takes them very seriously.
  
  
  As a gesture of goodwill, Stripe has also offered the Complainant $500 in fee free discounts. We hope the Complainant will review the terms of this offer and accept it due to the emotional stress we know a false positive closure creates. 
  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 addressed by re-opening the account and with the fee free discount offer. 

  Customer Answer

  Date: 08/10/2022

  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,
  
  ***********************