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:06/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Stripe for unethical business practices and lack of transparency regarding payment processing and fund resolution.Stripe has been holding a payment that was unable to be processed, and the funds have remained on hold for an extended period. Despite multiple attempts to communicate with Stripe, their responses have either been incomplete, dismissive, or deflective, often placing blame on unrelated third parties or offering vague timelines without any meaningful resolution.This conduct is highly unprofessional and appears designed to delay or avoid resolving the issue. Most concerning is that Stripe continues to hold funds without a court order or legal justification, which I believe is unlawful.I am requesting that Stripe release the held funds back to the customer (buyer) immediately. As a payment service provider, Stripe has a responsibility to ensure timely and fair handling of customer funds. Their current actions demonstrate a lack of accountability and transparency.

  

  Business Response

  Date: 06/16/2025

  Stripe confirms that it has received the complaint filed on June 15, 2025, reference number ********. Were sorry to hear about the Complainants experience and are currently investigating their complaint. In order to protect the Complainants information, Stripe will issue its response to the Complainant directly via email.
  

• Initial Complaint

  Date:06/15/2025

  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 been holding a portion of my business funds in reserve since February 2025, citing risk factors despite the fact that *** successfully won 3 out of 3 recent disputes. The only dispute we ever lost was back in September 2024, and I had already provided evidence to explain why it should have never been considered a valid dispute in the first place.Despite this, Stripe has conducted two reviews of my business and account activity in the last several months, the most recent one being on June 2, 2025. Both reviews have resulted in no change to my reserve status and no clear explanation as to why the funds continue to be withheld. They are still holding 25% of all my business transactions on a 60-day rolling basis, with no timeline for resolution or accountability on their end.Whats worse, I communicated to Stripe during their last review that this freeze in cash flow was jeopardizing my business operations, possibly pushing us to shut down. This was completely ignored no one followed up, no one acknowledged the impact they are causing to a small business.Ive been transparent, compliant, and patient throughout the process. Ive proven my credibility by winning nearly all disputes, yet Stripe continues to hold my money and wont provide a valid explanation or timeline for release.This has gone from frustrating to damaging.

  

  Business Response

  Date: 06/17/2025

  Unfortunately, we are not able to locate any accounts registered to the Complainant as Company Representative. Stripe requests that they resubmit their complaint via *********************************************************** using the information found on their Stripe account. Please note that privacy is very important to Stripe and therefore we will never release information to parties not authorized on the Stripe account.

  Customer Answer

  Date: 06/19/2025

   
  Complaint: 23471744
  
  I am rejecting this response because: 
  
  Hi,
  
  Thanks for following up. I just wanted to respond with a few thoughts about my case.
  
  Ive been trying to get clarity from Stripe for months now and still havent received any real answers. My funds have been held in reserve since February, even though I won both of the disputes related to that money. One of those disputes wasnt even supposed to happen the client wanted to cancel it and yet Stripe still held it against me.
  
  Whats been frustrating is that their support team wont tell me why the reserve is still there, what I can do to remove it, or even give me a timeline. Ive asked repeatedly how I can resolve the situation and they just keep brushing me off. It feels like their system is designed to keep people like me from getting in touch with the people who are actually making the decisions.
  
  Their support system also makes it really hard to show proof or even follow up properly. I cant send screenshots. I cant see my original emails. Its like theyre intentionally making it difficult to have a real conversation.
  
  Ive made it very clear to Stripe that this reserve is seriously hurting my business. Its affected my cash flow and ability to operate. Since February, I havent had any new disputes. So at this point, theres no reason this should still be happening.
  
  Im not trying to be unreasonable I just want access to the money Ive already earned and to understand whats going on. Right now, Stripe isnt giving me that chance.
  
  Thanks again for taking the time to look into this. I really appreciate your help and hope we can get this resolved soon.
  
  Best,
  
  ******** *******
  

  

  Business Response

  Date: 06/24/2025

  Stripe is unable to provide additional details here and requests that the Complainant email it at *********************************************************** if they have further questions or concerns.

• Initial Complaint

  Date:06/14/2025

  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 shut down my account and froze my payouts over a so-called unauthorized payment even though the customer paid through Apple Pay and I shipped the item with tracking. The buyer received the product, yet Stripe refunded them and kept my money. I did everything right, and this was only my second order ever as a new small business owner.I contacted support and was either ignored or given generic responses that solved nothing. I provided all the proof: payment confirmation, tracking info, and delivery. Stripe still shut me down without any proper explanation and wont release the money I earned.This is not the first time Stripe has done this there are countless small business owners online reporting the exact same thing. They are out here crippling new businesses, stealing money, and getting away with it.I'm extremely furious. Stripe has caused me financial and emotional stress when I did nothing wrong. Their behavior is unethical and feels like corporate theft. This company needs to be held accountable and boycotted for how it treats small businesses.I want my money released immediately.

  

  Business Response

  Date: 06/16/2025

  We note that the Complainant is based in **********, meaning that they are subject to Stripe's Stripe Technology Europe, Limited entity, and therefore outside scope of the BBB. In order to comply with local regulations, Stripe will reach out to the Complainant directly to address their concerns.
  

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23469401
  
  I am rejecting this response because:

  Stripe claims they will contact me directly because I am based in **********. However, as of today, I have not been contacted, and they have not resolved my issue or returned my funds. I am not satisfied with this response, and I want the BBB to keep the case open.
  This is a common tactic used by Stripe to avoid public accountability, even when the issue involves clear financial harmand customer evidence. I have provided all the proof to Stripe already the buyer paid via Apple Pay, the item was shipped with tracking, and Stripe refunded the buyer and froze my money for no valid reason.
  Until Stripe actually contacts me and releases my funds, this complaint remains unresolved.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 06/22/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on June 16, 2025.
  

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23469401
  
  I am rejecting this response because:

  
  Stripe's response is completely unacceptable. They refuse to provide a real explanation, release my earned funds, or address the actual facts of my case. The only thing they've done is hide behind their vague final response while keeping money that rightfully belongs to me after a legitimate Apple Pay transaction that I fulfilled with tracking.
  This is exactly why so many small business owners are losing trust in Stripe. Their behavior is unethical, evasive, and harmful to entrepreneurs trying to build honest businesses. I consider this matter unresolved and will be pursuing this through legal channels, regulatory complaints in ******, and by warning others publicly.
  
  

  
  

• Initial Complaint

  Date:06/13/2025

  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.

  May 8th 2025 a client paid us 4939.02 for inventory for their ****** store. The payment cleared with Stripe but we were waiting for their second payment so that we could have all of their funds together for their inventory for us to pay for all of their inventory at the same time. On May 20th and May 21st, we started collecting other clients funds on top of the remaining amount from the client that paid the 4939.02. During this time, Stripe put a hold on the account and delayed payments by 14 days claiming they were high risk transactions. We proceeded to try and communicate with Stripe about the inventory situation for our clients and that we needed to try and get the funds released sooner. We provided stripe with forms that the clients filled out that gives authorization for the charges and states they will not charge back. This form shows their geographical location, signature, front and back photo of their ID, as well as self photo holding the ID next to their face. Stripe asked for us to verify our account again which we did and it was verified using the same documents used when signing up for the account. After trying to resolve the hold issue with Stripe, they decided on May 23rd to close our account without any prior notice. There were no disputes by our clients, all of our documents are legitimate business documents, and no one asked for a refund through their card company or stripe. Stripe then notified us that they would start refunding the recent transactions on the 29th. They processed the refunds for all but the 4939.02 and are still holding it. We were told by support it is available for disbursement to us but because of the hold on the account and the account starting to be closed by stripe, we cannot get the funds out. Whenever we try to open a ticket to resolve this to even have it sent back to the person that paid, they don't respond to the ticket and close out the ticket. If you try to reopen it, they close it out without response.

  

  Business Response

  Date: 06/16/2025

  Stripe confirms that it has received the complaint filed on June 13, 2025, reference number ********. We’re sorry to hear about the Complainant’s experience and are currently investigating their complaint. In order to protect the Complainant’s information, Stripe will issue its response to the Complainant directly via email.
  

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  There is nothing on the dashboard about any refunds that are going to be processed within the next 5 business days. The only information showing is the customer being the top spend. Along with this, I asked for specific clarification on the situation and instead of giving me a response, the case was closed by Stripe. There is no direct communication about the situation. Whenever a direct question needing a direct response is asked, I am given the same runaround copied and pasted information. We are trying to get the customer their money back but getting any form of "yes the customer is going to be fully refunded by x date" is nowhere to be seen.
   
  
  Sincerely,
  
  
  
  Steven H******

  

  Business Response

  Date: 06/18/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on June 16, 2025.
  

  Customer Answer

  Date: 06/18/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Stripe has not given any solutions. They are still repeatedly closing tickets without answering and are ignoring emails to them.
  
  
  
  Sincerely,
  
  
  
  Steven H******

• Initial Complaint

  Date:06/13/2025

  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 am raising funds to donate to refugees that need help, it has been almost a month and a half of Stripe holding these funds after saying they were sent to my bank account. I have contacted my bank multiple times and I have contacted stripe multiple times. Only being able to call once I found their number on your better business Bureau complaint page. I have sent at least 12 emails.

  

  Business Response

  Date: 06/17/2025

  Stripe confirms that it has received the complaint filed on June 13, 2025, reference number ********. Were sorry to hear about the Complainants experience and are currently investigating their complaint. In order to protect the Complainants information, Stripe will issue its response to the Complainant directly via email.

• Initial Complaint

  Date:06/13/2025

  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.

  Stripes Link system attempted to verify my email address for an account I never created. Someone used my personal email to register a payment account, and I received a verification message asking me to confirm it. I have never signed up for Link or Stripe and did not authorize anyone to use my information.I immediately contacted Stripe customer support, but they refused to take action or investigate unless I filed a police report, even though I am the rightful owner of the email address and did not initiate the account creation. This creates a dangerous precedent, as scammers could misuse real email addresses and Stripe refuses to help without legal escalation.I am requesting that Stripe immediately:1.Terminate or block the account associated with my email address.2.Flag any future attempts to use my email without permission.3.Provide a confirmation that no data or financial activity has been tied to my email.I believe this is a serious consumer protection issue and should not require law enforcement just to prevent identity misuse.

  

  Business Response

  Date: 06/18/2025

  Stripe thanks the Complainant for this report but is unable to provide additional information as the Complainant is not an authorized user on the account. Please note that privacy is very important to Stripe and therefore we will never release information to parties not authorized on the Stripe account.
  

• Initial Complaint

  Date:06/12/2025

  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.

  My Stripe account was closed on April 10, 2024. Since then, I have only received a few partial payouts, the last of which was on December 18, 2024. Despite multiple follow-ups, Stripe continues to withhold the remaining funds from my account without providing a detailed explanation or **************** June 2025, I contacted Stripe once again requesting an update and a full release of the outstanding balance. Their response cited Section 5.6 of their Service Terms, stating that if a balance still remains in your account, it will not be made available to you. No further details were provided, and there has been no indication of any dispute or fraudulent activity that would reasonably warrant holding my money.This lack of transparency, communication, and resolution has placed a significant financial strain on my business. I have obligations to vendors, freelancers, and clients, and the prolonged withholding of these fundswithout due process or clear reasoningis unacceptable.Stripes behavior raises serious concerns about ethical business practices. I have complied fully with all requests and terms, and I am entitled to funds that were legitimately earned. I respectfully request that Stripe release the remaining balance or provide a legally sound, detailed explanation of why they believe they are entitled to keep these funds.If Stripe does not act in good faith to resolve this matter, I am prepared to pursue legal remedies and report the issue to financial regulatory bodies.I ask the BBB to help mediate this issue and urge Stripe to provide a fair and prompt resolution.Its a total of $2***** USD and *****EUR

  

  Business Response

  Date: 06/13/2025

  We note that the Complainant is based in *******, meaning that they are subject to Stripe's Stripe Technology Europe, Limited entity, and therefore outside scope of the BBB. In order to comply with local regulations, Stripe will reach out to the Complainant directly to address their concerns.
  

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or around Jan 1 2024, I began using Stripe to process payments for my business. Over time, Stripe collected a total of $3,400.72 from legitimate customer transactions but has refused to release these funds. It has now been over a year, and I still have not received my money.Stripe approved my account, allowed payments, and then abruptly froze the funds without providing a detailed reason. I have submitted all requested verification documents and followed up with support multiple times, but their responses have been vague and without resolution.The funds have not been refunded to customers, and I have fulfilled all services associated with those transactions. Stripe continues to withhold the money despite my repeated attempts to resolve the issue.I am requesting BBB assistance in having Stripe release the $3,400.72 or provide a written explanation and payout timeline. Their prolonged hold on these funds has placed financial strain on my business and appears to be a breach of fair business practices.

  

  Business Response

  Date: 06/12/2025

  Stripe confirms that it has received the complaint filed on June 11, 2025, reference number ********. Were sorry to hear about the Complainants experience and are currently investigating their complaint. In order to protect the Complainants information, Stripe will issue its response to the Complainant directly via email.
  

• Initial Complaint

  Date:06/10/2025

  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.

  Nature of Complaint:Unjustified and Prolonged Withholding of Funds Breach of Commitment Stripe has been unjustifiably holding our business funds since February 9, 2025, under account ID ********************. These funds were collected through legitimate business transactions under the account name ******************Despite numerous communications with Stripes support team, and a written commitment from Stripe confirming the funds would be released no later than June 10, 2025, as of the date of this complaint, Stripe has failed to release the funds or provide any lawful reason for the continued delay. As for a risk of disputes over 4 month have passed and not one refund has occurred. This ongoing withholding is causing severe financial harm to our business operations, damaging our ability to meet payroll, pay vendors, and serve guests. We view this as a clear breach of contract and a violation of good faith business practices.We have exhausted reasonable attempts to resolve this through Stripes internal support channels. No satisfactory response or resolution has been provided.

  

  Business Response

  Date: 06/11/2025

  Stripe confirms that it has received the complaint filed on June 10, 2025, reference number ********. Were sorry to hear about the Complainants experience and are currently investigating their complaint. In order to protect the Complainants information, Stripe will issue its response to the Complainant directly via email.
  

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23449205
  
  I am rejecting this response because:
  its not a resolution but a way of communication. Im will wait for the resolution and once resolved will close the case.  My money is held illegal for month and have written promises that it would be released by June 10th yet its not released.  
  
  Sincerely,
  
  ******* *********

   

  

  Business Response

  Date: 06/12/2025

   Stripe has acknowledged the Complainant's complaint via email. It is still investigating their complaint via email and will follow up there once that investigation is complete.

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23449205
  
  I am rejecting this response because:
  
  looking forward hearing from you a resolution.  I want to emphasize the damage its causing to my business and the fact that the date stripe mentioned of release for June 10 has past.  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 06/17/2025

  Stripe has acknowledged the Complainant's complaint via email. It is still investigating their complaint via email and will follow up there once that investigation is complete.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23449205
  
  I am rejecting this response because:
  Every day that passes you are killing my business causing great damage on funds that are not yours and you have committed to release on June 10th.  I want to emphasize that in the past 4-5 month there wasnt any disputes on any credit card therefor no risks for you.  I hav not received any emails of new concerns since feb when I was provided a release day. Im writing it here it should be on the record that this has caused major damages for my business. 
  Sincerely,
  
  Owner. 

  

  Business Response

  Date: 06/18/2025

  Stripe has acknowledged the Complainant's complaint via email. It is still investigating their complaint via email and will follow up there once that investigation is complete.

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23449205
  
  I am rejecting this response because:

  its been over 14 days since I have requested information why my funds are being held longer then the committed release date and the only response I receive time after time is we are looking in to it. 
  
  Not acceptable. 

  

  Business Response

  Date: 06/22/2025

  Stripe has acknowledged the Complainant's complaint via email. It is still investigating their complaint via email and will follow up there once that investigation is complete.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23449205
  i have reached on 6/4/25 requesting update and have not received any clear answers besides its under investigation multiple times. 

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

  

  Business Response

  Date: 06/25/2025

  Stripe has acknowledged the Complainant's complaint via email. It is still investigating their complaint via email and will follow up there once that investigation is complete.

• Initial Complaint

  Date:06/10/2025

  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.

  I am writing to formally complain about Stripe, a payment processing service provider, regarding its unfair and unprofessional handling of my account.
  
  Stripe suddenly closed my account without providing any reason or prior notice. Additionally, they have failed to transfer my remaining funds (amounting to approximately 400£) to my linked bank account. I have made multiple attempts to contact Stripe via email regarding this issue, but I have not received any replies or resolution.
  
  This lack of communication and refusal to release my funds has caused significant financial stress and disrupted my business operations. I am requesting that Stripe:
  
  Provide a clear explanation for the account closure.
  
  Immediately transfer the withheld funds to my designated bank account.
  
  Provide a direct point of contact to resolve this issue in a timely manner.
  
  I expect Stripe to fulfill its obligations and respond promptly. I trust that the BBB will assist in facilitating this matter to ensure fairness and accountability.
  
  Thank you for your assistance.

  

  Business Response

  Date: 06/11/2025

  We note that the Complainant is based in (Europe/London), meaning that they are subject to Stripe's GB entity, and therefore outside scope of the BBB. In order to comply with local regulations, Stripe will reach out to the Complainant directly to address their concerns.
  

  Customer Answer

  Date: 06/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they did not release my funds and nothing is solved 
  
  
  
  Sincerely,
  
  
  
  Khalid L******

  

  Business Response

  Date: 06/13/2025

  Stripe is unable to provide additional details here and requests that the Complainant email it at ********************* if they have further questions or concerns. 

  Customer Answer

  Date: 06/13/2025

  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 thank you BBB
  
  
  
  Sincerely,
  
  
  
  Khalid L******