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:05/29/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I like the thousands of others that have made complaints against stripe they have withheld funds that were valid payments made by my customers and only after a large payment was successful they said I had to many fraudulent charge attempts when there was only the one elderly customer who had two attempts at making a payment fail and then the third attempt was successful and that was there reasoning for stopping all my payouts and holding all my funds which is a deposit for work to be performed for my customer to make her bathroom handicap accessible because her health is declining because she has ** and now because they made false allegations to hold these funds my cost can't get the work done she desperately needs and this is just like the thousands of others who have made similar complaints and the hundreds of thousands of other small businesses and consumers stripe has robbed because they're a giant corporation and they pay to get a good rating through bbb but just look at every single post on the social platform ******** that stripe has post and you'll see thousands of angry businesses and consumers ranting on every single post they've made and that alone should indicate something unethical is going on. This is nothing short of stripe strong arming small businesses because they're Soo big they believe small businesses can't touch them and they're above the law but what's happened is illegal and unethical and needs to be stopped

  

  Business Response

  Date: 05/30/2025

  Stripe confirms that it has received the complaint filed on May 29, 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:05/28/2025

  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.

  I am filing this complaint against Stripe, Inc. due to severe and unacceptable issues regarding lack of transparency, unfair business practices, and what appears to be discriminatory treatment leading to the closure of my business account and the withholding of my legitimate funds. "Fraudulent Transactions": Stripe claims that funds will be "refunded to fraudulent transactions" and instructed me to "refer to the list of transactions." However, there is no list or detailed information provided anywhere on my account or through any communication from Stripe outlining which specific transactions are deemed fraudulent. This lack of transparency makes it impossible for me to understand the basis of their claims, verify their accuracy, or dispute them effectively. It feels like a baseless accusation designed to justify withholding funds. * Unjustified Withholding of Remaining Funds: I have been informed that while some funds will be "refunded," any "remaining funds will not be returned to me" after a 5-day period post-account closure. Given the complete absence of evidence for fraudulent transactions, this means Stripe is effectively retaining my legitimate business earnings without any clear or justifiable reason. This constitutes an unfair and unethical business practice. * Unsubstantiated "Restricted Business" Claim: Stripe has vaguely cited my business as a "restricted business" as a reason for account closure. I have repeatedly requested concrete proof or specific details about how my business activities fall under their "restricted business" category. Stripe has failed to provide any such evidence, leaving me in the dark and unable to address their unsubstantiated claims. My business operations Landsape Maintenance janitorial services Irrigation farm and domestic . * Excessive Fees on Alleged Fraudulent Transactions: Despite claiming transactions are fraudulent and will be refunded, Stripe has also charged me transactions. No Support

  

  Business Response

  Date: 05/28/2025

  Stripe confirms that it has received the complaint filed on May 28, 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:05/27/2025

  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 switched over CRM system from ****** to Stripe. When we switched over to Stripe, the CRM system carried over a few peoples accounts which I refunded immediately. Disputes happen to gyms, yoga studios on the regular. At first Stripe said that they would hold 25% of my income for 30-180 days upon review. Then, because of a new dispute that I actually refunded they froze all of my money which is 11,000 roughly. They responded with no clarity. There was no direct information and my question was not directly answered. They danced around and then said they terminated my account. They still have not responded to me telling when they will release the funds. They took my entire income for the month. I have had a business for the past 10 years and I have never had any other credit card processing system do this. This needs to be addressed to the district attorney and I will be following up on that. Upon reading multiple complaints it seems like this is a trend with Stripe. If they need access to my bank in order to pay out any disputes for the next two months I am okay with that or to hold 5%. But 100% can cause my small business to go under since I cannot pay my rent or employees or bills. This is not ethical and there's no rubric given and percentage of how much they hold depending on disputes. This clarity that is not given needs further investigation.

  

  Business Response

  Date: 05/28/2025

  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.

• Initial Complaint

  Date:05/27/2025

  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.

  My Stripe account (ID: ********************** was closed over 40 days ago due to a high risk classification. I have had no chargebacks, no fraud, and no complaints. The client paid for a legitimate service through a Stripe payment link using the Link method.Payment details:- Payment ID: *************************** - Client: ***** ******* (email: ********************* Client ID in Stripe: gcus_1RGnPlE7QhEEYH4PStKTPgmE - Transaction date: April 22, 2025 - Gross amount: $1,575.00 USD - Stripe processing fee: $69.60 USD - Net amount: $1,505.40 USD - Current available balance: $1,500.85 USD (as shown in my Stripe dashboard)Despite the dashboard showing this balance as available to transfer, Stripe has blocked any withdrawals or refunds. I have contacted their support multiple times over the last 15+ days without receiving any response.This lack of communication and blocked access to funds is unacceptable. Im requesting an immediate resolution:1. The release of the $1,505.40 USD, OR 2. At minimum, permission to refund the client directly To this day, I continue providing services to the same client who made the payment. The client can confirm that our agreement is ongoing and legitimate, and that the services paid for have been and are still being delivered without any issue. This proves the transaction was not only legitimate but also part of a valid business relationship.There has been no fraud, dispute, or refund request from the client. The only issue is Stripe withholding my rightful funds and failing to respond to my repeated support *********** happy to provide any additional documentation required. Im not seeking damages, only a fair resolution and my right to access funds for a completed and legitimate transaction.Thank you.

  

  Business Response

  Date: 05/29/2025

  Unfortunately, we are not able to locate any accounts registered to the Complainant as Company Representative. Stripe requests that they resubmit their complaint via ********************************************************************** 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: 05/29/2025

  *****
  : ********
  
  Rechazo esta respuesta porque:
  
  I am rejecting this response because I am the actual owner of the Stripe account in question ***********************. The complaint was submitted using my personal email address, because the BBB does not allow business-to-business complaints directly.
  
  Nonetheless, I provided all necessary documentation in the original complaint, including my account ID, payment ID, customer contract, screenshots of the frozen balance, and confirmation that my client continues working with me to this day.
  
  Stripes response ignores this context and fails to address the core issue: $1,500.85 USD marked as available to transfer is still being withheld with no explanation and no support response for more than 15 days.
  
  As requested, I have now submitted a formal complaint through *********************************************************** as well.
  
  I respectfully ask that the BBB keeps this case open and marked as unresolved, so it remains publicly visible until Stripe provides a real resolution.
  
  Atentamente,
  
  ******* *****

  

  Business Response

  Date: 06/03/2025

  Stripe confirms that it has received the complaint filed on May 27, 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:05/26/2025

  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.

  Complaint Title:
  Stripe Has Been Holding My Funds for Over 6 Months Without Resolution
  
  Complaint Description:
  I am filing this complaint against Stripe, Inc. for holding my business funds since October 2024 without providing any clear communication or resolution.
  
  In October 2024, Stripe placed a hold on my account and froze a significant amount of my funds. Since then, I have not received any definitive updates regarding the status of the hold or whether or not I will receive my money. I have contacted their support team multiple times, but the responses have been vague and lacking in detail.
  
  This situation has affected my business operations and created ongoing uncertainty. I have complied with all requests from Stripe and have been patiently waiting for an outcome, yet there is still no clear resolution.
  
  I am requesting the prompt release of the funds and transparent communication and accountability from Stripe regarding their internal process.

  

  Business Response

  Date: 05/28/2025

  We note that the Complainant is based in Great Britain, meaning that they are subject to Stripe's Stripe Payments UK Ltd 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: 05/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, I look forward to feedback from Stripe on the situation of account with email: **********************

  I find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  Olivia N*****

• Initial Complaint

  Date:05/26/2025

  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.

  My name is Marc A******, and I am filing this complaint against Stripe, Inc. regarding a serious and ongoing issue with withheld funds. In 2024, I processed multiple legitimate transactions through Stripe’s platform. Despite the transactions being completed, Stripe never released the funds to me nor refunded the payments to the customers.
  
  I was informed by Stripe that the funds would be held for 180 days as part of a standard risk review process. However, we are now well beyond that 180-day period, and there has still been no resolution. The money remains inaccessible, and neither I nor the affected customers have received any follow-up or reimbursement.
  
  This has placed me in a very difficult position as I attempt to resolve disputes and protect my reputation. I am requesting that Stripe either (1) release the funds to me immediately or (2) refund the customers in full. At this point, the lack of communication and transparency is unacceptable.
  
  I look forward to your assistance in resolving this matter.
  
  Sincerely,
  Marc A******
  Phone: +* ***** ********
  Email: *************************

  

  Business Response

  Date: 05/26/2025

  Stripe confirms that it has received the complaint filed on May 26, 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: 05/27/2025

  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.
  
  
  
  Sincerely,
  
  
  
  Marc A******

• Initial Complaint

  Date:05/24/2025

  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.

  I am a career and life coach. I use Stripe to facilitate credit card payments from my clients. Recently, a client declined payment. This is the first time, in 20 years of coaching, that a client has done that! The client did not show up for a session, and accusing me of not being there. I was there, and I have multiple emails that prove it.Unfortunately, Stripe's dispute resolution system is online, and has an interface that I found difficult to use. They have a button that says "submit supporting documentation", which I enthusiastically clicked so that I could submit supporting documentation. Unfortunately, that apparently meant "done, final step, send to bank, game over", which I was not.With that one click, the case was closed, and I lost my opportunity to share my side.I immediately turned their chat feature, asked that they reopen the case and they refused.I had an in person phone call, and ******** seemed to understand what I was saying. She said that she would uplevel it, and within less an hour I received a form letter for how I could prevent this mistake from happening in the future.I have not been able to share my side of the dispute, and now it appears that I will lose hundreds of dollars because they will not consider my evidence as they have closed the case.I am sharing my emails to the client confirming the session, a subsequent email I sent to the client and his father explaining my perspective, and form emails from stripe refusing to reopen the case, and explaining to me how to avoid this situation in the future.Thank you,******* **: Your interface is straightforward and easy to use. Thank you for that.

  

  Business Response

  Date: 05/26/2025

  Stripe confirms that it has received the complaint filed on May 24, 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:05/24/2025

  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.

  We have used stripe payment gateway for 3 years on dec 2024 stripe frozen our account and held our money since then. They promised to release the money on 7th may 2025 but they didn't do we believe stripe acting the same as scammers would do as now they are holding our money indefinitely and we never received our money back.

  

  Business Response

  Date: 05/26/2025

  We note that the Complainant is based in ********************, meaning that they are subject to Stripe's Stripe ************************ 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: 05/26/2025

   
  Complaint: 23373175
  
  I am rejecting this response because:

  1. I have valid physical address in ******* and so I do have the right to complain to BBB - USA address is already added into this complain.

  2. STRIPE Acting in bad faith running away from taking my money without any valid reasons.

  3. I have an email from Stripe back in 22 Jan 2025, they said they will release funds on 7th May 2025 but they didn't do so which is breach of contract and illegal. 

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

  

  Business Response

  Date: 05/27/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on May 26, 2025.
  

• Initial Complaint

  Date:05/22/2025

  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.

  On February 6, 2025 ************************ has held $9,885 of rent money for over 120 days after closing my account which was used to collect legitimate rent payments via a platform partnership with ************ (a FurnishFinder partner).KeyCheck Advertises Online Rent Payments "KeyCheck is a safe and convenient way for your tenants to pay for security deposits, fees, and their rent. Keep track of all your payments in one place without the burden of dealing with paper checks"The tenants paid for furnished rentals, which I provided in full, with no legitimate disputes or chargebacks. Stripe closed my account and stated the funds would be held for 120 days. That period has now fully passed, and I have not received my money nor any valid reason for continued delay. All support tickets are being closed automatically I am paying for support i am still a Stripe Customer so i do have communication with lower level support that eventual close the case.Ive attempted to contact Stripe support with no resolution. bellow is what Stripe offers Apparently Stripe is suppose offers landlords a streamlined and secure way to collect rent payments online, improving efficiency and convenience for both landlords and tenants. It provides a platform for accepting payments via credit cards, debit cards, and other digital wallets, with features for recurring payments and subscription management. Online Rent Payment Acceptance via ************:Landlords can integrate Stripe into their property management software or website to allow tenants to pay rent online, reducing the need for physical checks or cash. Secure Transactions:Stripe uses secure payment processing protocols, ensuring the safety and security of online transactions. Recurring Payments:Stripe's features allow for setting up recurring payments for rent, making it easier for tenants to pay on time and for landlords to manage their income.

  

  Business Response

  Date: 05/26/2025

  Stripe confirms that it has received the complaint filed on May 22, 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:05/22/2025

  Type:Order 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.

  Subject: Funds Withheld Since January, Stripes Responsibility in Ongoing Issue with Teachable.Dear BBB Team,I am reaching out to formally express our growing concern regarding an unresolved and highly damaging situation involving Stripe, in connection with Teachable.Since January 30, 2025. over $290,000 of our companys earnings have been frozen and made inaccessible, without any legitimate justification. Teachable, the platform through which we sell our services, has failed to offer any explanation or resolution. Instead, they have explicitly attributed the delay to Stripe, providing us with a Stripe-hosted verification link and claiming that Stripes processes are the reason our funds remain blocked.We have diligently complied with every verification request and promptly submitted all necessary documentation via Stripes platform. Despite our full transparency and cooperation, no progress has been made. This situation has severely impacted our business operations and undermined our trust in Stripe as a reliable financial ********** this point, it is no longer acceptable for Stripe to remain passive. By continuing to provide financial infrastructure to Teachable, Stripe is directly enabling the prolonged and unexplained withholding of client funds a practice that closely resembles fraudulent behavior. For a company of Stripes standing, being associated with such practices presents a serious risk to its reputation for trust and integrity.We are escalating this issue through the Better Business Bureau in good faith, hoping that Stripe will recognize the seriousness of the matter and take immediate corrective action. We respectfully request that Stripe directly intervene by contacting Teachable and instructing them to release our funds without further delay.We hope to resolve this matter quickly and without needing to escalate it further through public or legal channels.Sincerely,Alessandro **** ******* CEO, ********************

  

  Business Response

  Date: 05/29/2025

  Stripe confirms that it has received the complaint filed on May 22, 2025, reference number 23363564. 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: 06/02/2025

  Dear Better Business Bureau,
  

   

  I am writing to provide a formal and urgent update to the complaint already filed by my company, Boutique ***************, against Stripe, Inc. As Chief Executive Officer, I must report that the situation has significantly worsened and now involves serious financial harm, reputational damage, and a total interruption of business operations.
  

  Since January 30, 2025, Stripe acting as the integrated payment processor of the Teachable platform has withheld more than $290,000 USD in earned funds. This action was taken without any prior notice, explanation, or communication. Despite our full cooperation and submission of extensive documentation, Stripe has remained entirely silent, failing to provide any justification for its conduct.
  

  We have submitted clear evidence of our legitimacy and compliance, including official invoices from Meta platforms, detailed onboarding processes, proof of service delivery, and verified customer reviews. At no point has ******************** provided a report, explanation, or even a confirmation of the account status. This lack of transparency is unacceptable for a company entrusted with the processing and safeguarding of merchant funds.
  

  On May 30, 2025, Teachable informed us that our account was permanently closed and that all student access had been revoked. In that same communication, ********* stated that any students who had purchased from our school and whose payouts had not been disbursed were refunded in accordance with payment processor agreements or regulatory requirements. This implies that Stripe either authorized or executed refunds on funds that rightfully belong to us, without informing us or providing any transaction documentation.
  

  As a direct result of Stripes actions, we have suffered substantial economic loss, complete disruption of service delivery to paying clients, and damage to our reputation in both the **** and ******** markets. We are also exposed to legal risk for breach of contract towards clients who no longer have access to the programs they purchased, through no fault of our own.
  

  We have already engaged legal counsel in both ***************** and ***** and are preparing further action through regulatory and legal channels. However, we believe the Better Business Bureau plays a critical role in holding companies like Stripe accountable for unethical or harmful practices.
  

  For this reason, we respectfully request that the BBB formally escalate our complaint, obtain a detailed response from Stripe regarding the current status of our funds, the justification for any refund actions allegedly taken, and the legal basis for the ongoing withholding of $290,000 USD. We expect Stripe to take full responsibility for its role in this matter and to release the owed funds without further delay.
  

  Thank you for your attention to this urgent matter. We remain fully available to provide supporting documentation and further clarification if needed.
  

   

  Sincerely,

  Alessandro **** *******

  CEO

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

  

  Business Response

  Date: 06/05/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on June 3, 2025.