ComplaintsforStripe, Inc.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 4th, 2024, Stripe informed me that my client would be refunded within five days. However, this date has continuously changed without any clear explanation or resolution. Initially, the portal indicated that the refund would be processed by July 9th, then it was updated to July 10th, 11th, 12th, 19th, and now it states July 23rdThis inconsistency has caused considerable frustration and uncertainty.Despite numerous attempts to seek clarification, Stripe's responses have been automated and insufficient. I have not been given the opportunity to speak with a live manager or supervisor to resolve this matter. The automated replies from their support portal do not address my concerns adequately.Furthermore, Stripe's email directed me to review Section 5.6 of the Stripe Payments under the Stripe Service Terms. However, upon reviewing the document, there is no such section. I have attached a screenshot of this inconsistency for your reference.The funds in question amount to $1249.91, which my client has not yet received as a refund. This delay has directly affected my ability to get paid for the services I have rendered. Given the current economic climate, this withheld payment is critical for my business's survival and growth.Thank you in advance Full Compliant details attached (PDF)

  

  Business response

  07/24/2024

  Stripe confirms that it has received the complaint filed on July 23, 2024, 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 response

  07/25/2024

   
  Complaint: 22032793
  
  I am rejecting this response because: While, I appreciate the reply the response  was to something I didn't ask. Please re-read the complaint which was in reference to a refund to C.C. payment  that Stripe successfully received on July 4th and I was told customer would receive back within 5 days. The dates change often as you will see the date(s) timeframe on complaint. Refund to C.C  ending in (only mentioning one #)  (8)  16 days later nothing.
  
  Sincerely,
  
  Kimberly 

  

  Business response

  07/25/2024

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

  Customer response

  07/26/2024

   
  Complaint: 22032793
  
  I am rejecting this response because: It is truly unfortunate that my requests from the very beginning (July 5th) was to receive a call from Stripe and stop the back & fourth via your support portal with no authentic reply. Only automated. This led me to submit a compliant via BBB. Now in your recent reply you request to send my complaint through a Stripe complaint email, which I have never received.  This delay tactic is time consuming when you have the full details of my complaint. I will forward the datils once again in hopes you will address the question at hand. Not which your last & previous response answer is. That initial response is not my concern. Please lookout for the complaint request (again) to the email address you provided.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 13, 2024 I used stripe to process payments for goods I sold and delivered in the amount of $19,009.54 I have yet to get paid for what is owed to me, Im at now out $40,000 in products and income they have refunded $4000 to clients that I can get ahold of, I have called stripe, emailed and just short of a lawsuit as ************** is the justidiction in which the items were sold and delivered. I get no response from these clowns as they take people money for their monetary gain

  

  Business response

  07/23/2024

  Stripe confirms that it has received the complaint filed on July 23, 2024, 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 response

  07/23/2024

   
  Complaint: 22029091
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  07/24/2024

  Stripe is holding my money inwhich is a violation of 12 U.S.C. 1813(a)] by not paying my money in the amount of $19,009.54. 

  

  Business response

  07/24/2024

  Stripe is still investigating the Complainant's complaint and will follow up with them via email, case reference ********, once that investigation is complete.

  Customer response

  07/24/2024

   
  Complaint: 22029091
  
  I am rejecting this response because: after multiple attempts the contact strip and get a resolution to this, I dont feel that they are addressing the problem seriously, Im out $40,000 and they dont care! 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  These guys are monsters. I received an email stating our account would be closed on a certain day and they would stop processing our payments. We assumed the payments would start being processed through our old credit card processor. 1 month later and Stripe is still processing all of our payments without depositing the money. Stripe the new generation payment processing scammer.We have no choice but to refund all of our customer orders for a month and then ask our customers for payment again. ******************** is an evil payment processing juggernaut with no mercy for small businesses. ****** recommends using WooCommerce Payments and Stripe, yet both companies find a way to take advantage of small businesses.

  

  Business response

  07/18/2024

  Stripe confirms that it has received the complaint filed on July 18, 2024, 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

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been unable to login to my stripe account for over 2 weeks i have emailed and called numerous times no one from your support team has even bothered to call me back regarding this issue.Your customer service is beyond lazy. what is it gonna take to get this resolved i ***'t have the back up code the phone number connected to the account isn't even mine. For all i know I could be losing money because i am unable to see the transactions processed on stripe. If i am ever able top regain access to my stripe account and there is money missing because of stripe and their unwillingness to remedy the situation, then you can expect me to take things further legally. Your lack of communication and sense of urgency is worse than anything i've ever experienced from a business perspective and i *** not understand how you are still in businessT his is the worst POS system i have ever encountered with as much as they charge and if security is really a priority I should be able to fix this situation without any issues. I will never recommend your company to anyone ever. I am currently searching for another POS system where customer support is 24/7. Unless I get a response from stripe within the week you leave me no other choice then to aban*** your service completely.Beyond pist off at everything that is your company. There is not one good thing I can say about stripe.

  

  Business response

  07/18/2024

  Stripe confirms that it has received the complaint filed on July 17, 2024, 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. Stripe has requested additional information from the Complainant via email as of July 17, 2024 and will need the Complainant to respond with the requested information.

  Customer response

  07/19/2024

   
  Complaint: 21999775
  
  I am rejecting this response because: no one has reached out to me directly i have sent several e-mails called them directly and no has gotten back to me at all i check the emails everyday and nothing has been sent to my inbox
  
  Sincerely,
  
  ***************************

  

  Business response

  07/19/2024

  Stripe has requested additional information from the Complainant via email as of July 17, 2024 and will need the Complainant to respond with the requested information.
  

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Stripe close my account on September 29th 2023 and withheld the amount of $38,451.32 to protect themselves of chargebacks for 120 days. Also 6 months have passed since the 120 days and funds still held. Stripe all kind of communication except for email and they are not longer replied or sometimes relied after a month saying they are still reviewing the case

  

  Business response

  07/16/2024

  Stripe confirms that it has received the complaint filed on July 16, 2024, reference number ********. We’re sorry to hear about the Complainant’s experience. Stripe has issued its final response to the Complainant via email, case reference ********, on February 19, 2024.

  Customer response

  07/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: this is what they responded on Feb 19 2024. Still today they say they were reviewing it.
  
  Sincerely,
  
  Hee S** ***

  

  Business response

  07/18/2024

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

  Customer response

  07/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: they never reply the emails. I have tried since Jan 29th 2024 when funds were supposed to be released and never replied. Why can’t they have a number to call. They just disabled my chat and phone to contact them. Only way to contact them is through email which they don’t reply.
  
  Sincerely,
  
  Hee S** ***

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a dog sitter through Rover.com, when we complete our booking we are paid through Stripe. Typically we are paid 2 days after our booking is completed. My booking was finished on 21Jun2024 and it is 16Jul2024 and I still have not received payment. I was in contact with someone from Rover who said that there was a lien on my Stripe account. The lien is for someone with the same last name as my maiden name, however it is not me. Stripe was contacted many many times throughout the past couple weeks. They have access to my address, DOB and SSN to confirm that it is not me but they have not answered me or helped in any way. I literally cannot get a hold of a person and only receive automated replies.

  

  Business response

  07/16/2024

  Stripe confirms that it has received the complaint filed on July 16, 2024, 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 response

  07/19/2024

  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 as long as I find that the payment has actually started to process on 22Jul2024.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To whom it may concern I’m a small handyman business owner, I use the app strip to supply invoices to my clients, I took a payment on July 1st for 483.00$. The client used the app to pay, like before stripe has done it again and pause the release of my money. Stripe has done this before and only release my money after I got the better business bureau involved. After reviewing the company static, they are notorious for pausing money due to clients, please help with getting

  

  Business response

  07/16/2024

  Stripe confirms that it has received the complaint filed on July 15, 2024, reference number ********. We’re sorry to hear about the Complainant’s experience. Stripe has issued its final response to the Complainant via email as of July 15, 2024.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stripe has been holding my money for weeks now that I need for important purchases they continue to ask ridiculous verification questions and Thsy have a terrible customer service operation they intentionally make it difficult to contact them I think they are trying to act as a bank and hold peoples money as interest which isn’t legal after one verification question they ask another payment was made July 3rd. For them to receive this amount of complaints fkr money holding is strange I just want my payment then I will cancel my account the amount paid to me was 100$ they took a 3.20$ fee I have not received any money

  

  Business response

  07/16/2024

  Stripe confirms that it has received the complaint filed on July 15, 2024, 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.

• Initial Complaint

  07/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company closed my business account because a customer tried 2 cards for payment. ******************** collected over $2K from the customer, refused to payout my company for the vacation rental stay, and didn't refund the customer. The customer had to cancel the reservation and redo it once we switched to a FAR SUPERIOR payment processor. ***** had to issue a charge back on the first payment that Stripe NEVER paid to my company, and had the nerve to deduct $79+ from my bank account for the charge back! First I was told the account was closed, but yet it still withdrew money from the account. How should my company be liable for $79 charge back fee for a payment we never received and Stripe held onto? The support tickets go unanswered. I will be calling the number I see on the BBB site and hope to get someone to give our money back.

  

  Business response

  07/16/2024

  Stripe confirms that it has received the complaint filed on July 13, 2024, 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 response

  07/16/2024

   
  Complaint: 21986734
  
  I am rejecting this response because: Stripe is not providing an explanation for collecting a payment from our client, refusing to pay us the rental fee collected, forcing us to cancel a guest stay and the customer dispute the charge. I should not be charged $79+ for a dispute that I didn't receive money from! Stripe kept the funds collected and its delay in refunding the customer resulted in the chargeback. I had nothing to do with it! Stealing $79+ from my account should be filed as a crime. Refund my money!
  
  Sincerely,
  
  *****************************

  

  Business response

  07/18/2024

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

  Customer response

  07/18/2024

   
  Complaint: 21986734
  
  I am rejecting this response because: I have not received a follow-up response from Stripe.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I opened the account with strike to process my payments on my website. I didnt receive the email stating that a reserve was needed to be put on my account to get some more information about my business. I submitted the information. And they advised me that the reserve will be lifted in 30 days. The 30 days has turned into 120 days and they still have not released my money which has accumulated a lot! I have got contradict emails from the company stating that the funds will be released and then when that date comes they will take back the previous email and state that the reserve needs to continue this narcissistic business behavior has been loop for months on in! I have spoke to several representatives every time someone is saying something Contradicting to the last person I spoke to! This process and business relationship is very frustrating! This has taken my stress to levels that I have never had and Ive been in business for 12 years. Ultimately force me to close my account with ******************** now I dont know when or how ever receive my funds. According to several other people they are all facing the same thing and stripe is doing the same thing to them and their business this is redundant all I want to know is how I can receive my money that Ive made and the date that I will receive it stripe has given me concrete information on this!

  

  Business response

  07/16/2024

  Stripe confirms that it has received the complaint filed on July 13, 2024, reference number ********. Were sorry to hear about the Complainants experience. Stripe has issued its final response letter to the Complainant on July 12, 2024 via email.

*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. ↩