ComplaintsforStripe, Inc.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  So client made a mistake and her husband filed a dispute.They were expanding their biz, things are very busy and well in the midst of a hectic day they both misunderstood each other.Client was invoiced for work totaling $4000, she paid.She didnt recollect the charges not sure why?Anyway they thought they were robbed (not sure how) since they paid the invoice).I reached out to client with whom I have a signed contract from 2022, she profusely apologized rang her bank and then I was expected to provide all manner of proofs by stripe for a mistake, to which I complied.The dispute was lifted cause again error on part of client.The ridiculous approach stripe uses is nothing short of horrible, There is clearly zero communication between the so called departments. You get 10 emails in one day regarding the issue and each email did not address the issue, everyone has the wrong info, they acknowledge in some emails that BOA resolved the issue, other emails give timelines that make no sense. Issue was resolved in 3 days (I have their email indicating such), then they use this error to freeze my account, but still make sure to keep their cut of my hard earned money. They demand all your bank info and reached to my bank without my consent, their review process is ridiculous it is clear they are just creating stuff as they go.In this hyperinflatory climate every cent counts. So why are they holding funds? I have never had a dispute & this one was in error, client acknowledged so & I proved it via our convo where she apologized &reached out to her bank,I have signed contracts, I cant get paid without the contract or without an invoice.The confusion & jumbled mess of communication, reasoning makes no sense. They are a payment processor being nosy wanting access to private bank details, they never miss their cut though.This is egregious, not in keeping with best practices. Makes me ever want to use them again. Give me back my money, I work for it!

  

  Business response

  06/24/2024

  Stripe confirms that it has received the complaint filed on June 22, 2024, reference number ********. Were sorry to hear about the Complainants experience. In order to protect the Complainants information, Stripe has issued its response to the Complainant directly via email.

  Customer response

  06/24/2024

   
  Complaint: 21888092
  
  I am rejecting this response because:

  They are withholding funds. They keep moving the goal post, funds were withheld d/t a dispute filed in error. 
  

  Cliebt resolved the issue, funds were to be placed on hold till June 29th, pending no other dispute arose.

  In that period two more payments were process and to date no disputes. 
  

  the dispute that triggered this circus was a non issue, client was in error and in addition I have a signed agreement with said client, payment is made upon here actually being paid by state, that is the proof of completion and success.

  they keep asking for documentation which I have provided severally and they keep asking for the same thin, seems odd!

  I mean I had to put together a website by force, one which my cleats will never use due to the demographics - aged and not super tech savvy.

   

   

  They purposely changed to funds availability date to August 20th, 1 week before the initial June 29th date and created more hoops, claiming I am doing illegal business, so why take a cut? 
  

  Give me my money, I work for it, honestly. 
  
  Sincerely,
  
  ************************

  

  Business response

  06/25/2024

  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

  06/25/2024

   
  Complaint: 21888092
  
  I am rejecting this response because:

  They are playing games with me.  They keep requesting info and using delay tacticts in an attempt to get me to a date where they deny payment for no reason.

   

  All info has been proveided, they have demaned bank info (which they already have because I have to link my bank to strip), they keep demanidng invoices to prove payments (client in question has paid me 4 times with no issues, but once where she acknowledged she made an error resulting in a dispute.  Dispute required me to provide all manner of info which I did, indcluding our conversation via text (client and me about the mishap) she as very apologetic and took immediate steps to remedy situation.

  They held funds, and i processed more business business through them, at the date for release of funds approached June 29th 2024 ( i have the email that said this is when funds would be released), they sent me another email to extend the time, even though no dispute occured per their terms, and I have actually NEVER had a dispute in the 2.5 years i have used them.

  Reason I don't have disputes is because we have a legally binding contract me and clients.  I have to do what I say I will do, and they MUST be satisfied with services to even pay.

  I am being financially bullied and held hostage over my monies I work with.  You don't even get a dedicated person to help, I have received multiple emails from different people and it is clear that they are not super invested in me the biz they bill, nor are they bothered about my privacy as they indicate cause why are you demanding so much unnecessary info?  

  You are wrong to withhold funds, there was no real or actul dispute and client is willing say this if needed.

  So again what is is this about?  Just wanting to hold hard earned money?

  Keep the date of June 29th 2024, give me my money.  You have no reason for this egregious overreach.  ******** I use has never done or gone through a dispute with me, for I have people who direct deposit for the same work.  Risk?  Me?  NO. doing business with stripe is the real risk, there are many complaints and videos of these issues stripe side.

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

  

  Business response

  06/26/2024

  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

  06/26/2024

   
  Complaint: 21888092
  
  I am rejecting this response because:

  They have not provided ground or reason for holding my money.

  I do not present a risk, they have all the proof of the dispute error, they keep moving the goal post creating all manner of fake issues, their tag line is something along the lines of helping your increase revenue, they dont.

   

  i bill for services, they take a chunk of that money, they do not help me get revenue.

   

  explain how holding funds in reserve helps me? 
  

  also if I was constantly getting disputes then youd have grounds.  In the 3.5 years of doing this I have had one dispute, and it was in error texts from the day of invoice being sent to client April first, and her texting me back saying paid have been furnished. So clearly client knew and paid bill ********************************** I alerted her to the fraud claim she was very apologetic- texts have furnished, website is in place showing what I do cause they insisted they had to better understand my biz.

  they are withholding funds that were to be paid out June 29th for reason.

   

  each client I on board signs a contract with me, it is legally binding. 
  

  work product must be delivered to be paid  which I do.

   

  Release my money. I no longer want to do business with Stripe.

   

  i dont trust their intentions.They arbitrarily change dates, email me 10 times a day to provide xyz when it is all available.

   

  Release my money. You have no right to hold my funds.

   

  your risk assessment is flawed.

   

  the only result I will accept is release my money.

   

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

• Initial Complaint

  06/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Why was my account frozen without any explanation, and the balance has not been returned to me for more than six months.

  

  Business response

  06/20/2024

  Below is Stripe's Response to the complaint submitted by *********************** (herein referred to as the "Complainant") on June 19, 2024.
  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 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 Stripefor 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. 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 ******************************************.
  
  [1] *****************************************
  
  Merchant Account Overview 
  
  The Complainant submitted two accounts with ********************, the first on September 19, 2023 under the name "POKEMON FLIGHTCLUB" at ********************************************************* and the second on October 7, 2024 under the name "POKEMON FLIGHTCLUB" at "*********************************************************". 
  
  Stripe processed payments for the account owner 
  on the first account until October 16, 2023 and on the second account until October 21, 2023. 
  
  During a routine review, Stripe identified strong signals that the Complainant's accounts were in violation of Stripes Services Agreement. 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 accounts.
  
  The closing of these accounts is in accordance with the following section of Stripes Services Agreement:
  
  ******************************************#termination 
  
  While Stripe is not able to continue processing transactions on the accounts, this does not preclude the Complainant from signing into Stripe and accessing any of the accounts' existing data. 
  
  Given the high risk of losses associated with the charges on their accounts, ******************** is unable to release these funds. This is in accordance with Section 5.6 of "Stripe Payments" under "Stripe Service Terms" in the Stripe Services Agreement:
  
  ******************************************#services-terms
   
  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of these merchant accounts.

  Customer response

  06/20/2024

   
  Complaint: 21872755
  
  I am rejecting this response because:

  stripe   This behavior is shameless and fraudulent. I will continue to appeal or file a lawsuit in court
  
  Sincerely,
  
  ****** *****************************

  

  Business response

  06/21/2024

  Stripe's final response as issued on June 20, 2024 is firmit is unable to reopen the Complainant's accounts nor release the balance held there.

  Customer response

  06/21/2024

   
  Complaint: 21872755
  
  I am rejecting this response because:
  stripe   It's a scammer company
  
  
  Sincerely,
  
  ****** *****************************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their system is not allowing an update of bank details. Sometimes the *** option is available, other times it is not. When it IS available, i've entered the new bank details that are wanted to be used. However, when I add them and hit Save, nothing happens at all. The details don't save or give an error or a pop-up. absolutely nothing happens I've been speaking to their 'support' and just keep getting told to try it again. The bank acc on the system is closed so i need to change it but they're just saying it 'should' work. but nothing actually does work and they're refusing a call back or further assistance

  

  Business response

  06/18/2024

  We note that the Complainant is based in the **, meaning that they are subject to Stripe's UK 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 response

  06/18/2024

   
  Complaint: 21865932
  
  I am rejecting this response because I am in the *************, ********************* and trying to change the bank details to US bank details as repeatedly told the company agents.

  I WAS in the ** earlier in the year and have spend over 48 hours getting run around in circles unable to change my details, close the account or do anything else 

  Sincerely,
  
  Kel Pendreki

  

  Business response

  06/20/2024

  As the Complainant is complaining about their UK based account, ******************** will need to follow up with them via email to resolve this.

  Customer response

  06/20/2024

   
  Complaint: 21865932
  
  I am rejecting this response because the whole point in raising the complaint is because their 'support' arent actually helping at all, are giving me nonsense answers and just sending me round and round in circles.

  The 'support' i've received has been non existant and utter nonsense. 

  Sincerely,
  
  Kel Pendreki

  

  Business response

  06/21/2024

  If the Complainant still has outstanding questions, Stripe requests that they reach out to Stripe's Support via email to resolve them.

  Customer response

  06/25/2024

   
  Complaint: 21865932
  
  I am rejecting this response because I've been doing that and getting nowhere! thats the whole point of the complaint. Support are just talking in circles and not actually helping or was that completely missed in my opening email?

  At no point have i had a response that actually gives me useful information and doesnt just fob off the responsibility of assistance to someone else.

  Sincerely,
  
  Kel Pendreki

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  this comapany has my money and it has been released to them . my bank hs verifieed and the account is linked to my bank account but they will not release the funds to my account. this is a scam and fraud. do not trust this company

  

  Business response

  06/18/2024

  Below is Stripe's Response to the complaint submitted by ********************* (herein referred to as the "Complainant") on June 17, 2024.
  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 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 Stripefor 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. 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 ******************************************.
  
  [1] *****************************************
  
  Merchant Account Overview 
  
  The Complainant submitted an account with ******************** on June 13, 2024 under the name "ROOFING COLORADO LLC" at WWW.COLORADOROOF.COM. 
  
  The Complainant processed their first charge on June 14, 2024. Per Stripe's Support documentation, 
  
  "your initial payout for 7-14 days after you successfully receive your first payment."
  *********************************************
  
  Given this, the Complainant should expect to receive their first payout by June 28. Stripe cannot expedite the timing for a merchant's first payout.
  
  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I spoke to customer service on chat about activating instant payouts because I've been a customer for a while with no disputes, they said it should've been activated a while ago and would forward me to a specialist team. They've been completely sloppy about the whole thing just passing me back and forth between eachother and getting nothing done! First they wanted me to respond to a nonexistent note then closed the case. I had to reopen the case with customer support chat. They said all I had to do was add a card but that wasn't even an option. Then they sent me an email saying instant payouts have been activated, I sent an email back with screenshots showing they have NOT been activated. Then days later I get an email asking how much I wanted per day for instant payouts i answered that was almost a week ago and still no answer back. I wrote again if no answer by today then I'm filing a complaint with the BBB there is still no answer so here I am. I can believe how unbelievably sloppy theyve been!

  

  Business response

  06/17/2024

  Below is Stripe's Response to the complaint submitted by ************************* (herein referred to as the "Complainant") on June 17, 2024.
  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 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 Stripefor 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. 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 ******************************************.
  
  [1] *****************************************
  
  Merchant Account Overview 
  
  The Complainant submitted an account with ******************** on January 29, 2024 under the name "KHLS SERVICES" at *****************************************************;
  
  Stripe apologizes for the back and forth needed to active Instant Payouts on the Complainant's account. Instant Payouts has been activated on their account as of June 17, 2024.
  
  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.

  Customer response

  06/17/2024

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Stripe randomly closed my account after 3 years of business with zero disputes. They fail to give any reasoning or assistant and disable any channels of getting in contact with them. They repeat the same lines over and over with zero actual context into what the issue is. They basically wait for you to accumulate a balance then find a "reason" to hold it and then keep it, essentially stealing your money.I have uploaded my EIN, ITIN, customer invoices for the last 2 years, photos of inventory, supplier purchase orders and tracking numbers and they did not even review it. They just closed the account

  

  Business response

  06/17/2024

  Below is Stripe's Response to the complaint submitted by *************************************** (herein referred to as the "Complainant") on June 17, 2024.
  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 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 Stripefor 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. 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 ******************************************.
  
  [1] *****************************************
  
  Merchant Account Overview 
  
  The Complainant submitted an account with ******************** on July 8, 2021 under the name "JRTECH LLC" at **********************************;
  
  Stripe processed payments for the account owner until June 16, 2024. 
  
  During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. On June 16, 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 Stripes Services Agreement:
  
  ******************************************#termination 
  
  While Stripe is not able to continue processing transactions on the account, this does not preclude the Complainant from signing into Stripe and accessing any of the account's existing data. 
  
  Given the high risk of losses associated with the charges on their account, ******************** is unable to release these funds. This is in accordance with Section 5.6 of "Stripe Payments" under "Stripe Service Terms" in the Stripe Services Agreement:
  
  ******************************************#services-terms
   
  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.

  Customer response

  06/17/2024

   
  Complaint: 21858913
  
  I am rejecting this response because:

  How on earth could there be a high risk of losses associated to an account with zero chargebacks, disputes or losses in 3 whole years? Not ONE? How can risk levels be deemed high when EVERY single transaction on the account has a risk level, determined by Stripe, less than 10. Why did it just happen to be "routinely reviewed" when funds came into the account? Why wasn't I notified of risk increases, if there were any, during other routine reviews? Surely the review happens multiple times and there must a notable increase in risk before closing an account, at least a warning? Why can't an individual or a group of transactions be classified as the risky transactions if there is supposed risk, and have those addressed? There is an entire Reddit forum dedicated solely to victims of Stripe indefinitely holding money that is not yours. See below 1a. It seems that funds are just being held for your own use.

  The terms and conditions are clearly applicable if a violation of the service agreement is present, but how is it no one can even cite what term was violated? It seems that small businesses are just getting their money taken from Stripe at random. The account was verified and underwritten with numerous documents at the start, all goods and services provided were matching the description of goods that were initially approved. 2 years of customer invoices were sent. Photos of inventory were sent. Supplier invoices were sent. My website was sent. We have upwards of 150 positive ****** reviews. So instead of having a robot quote your terms and conditions, can you please ACTUALLY review this account? I am certain you will note that the terms were NOT violated. EVEN if they were, with ZERO chargebacks, how can the funds be released to the customers when I CAN PROVE that I have delivered these goods? OR WORSE how can you KEEP the funds if I can willfully prove the products were delivered? As a small business, this can potentially ruin me. No one has even attempted to review the case properly, it has only been automated responses. 

  Another exert - 1b. A search of reddit can show just how many users are having their money taken at complete random from Stripe, it is not a coincidence that you can find at least 100 other persons stating the exact story as myself on a singular forum. And it is shown in multiple cases when customers lawyered up, the money was released. 

  Looking at 1b., a simple search of Stripe account closure shows hundreds of victims 

   

  1a. ******************************************************

  1b. ******************************************************************************************************************************************************************************

  PLEASE, I am asking for a PROPER review of this and at last some form of customer oriented discussion to come to a resolution. I know of at least 10 other people in my country, processing MORE volume in the SAME business with NO issues.

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

  

  Business response

  06/18/2024

  Stripe's final response as issued on June 17, 2024 is firmit is unable to reopen the Complainant's account nor release the funds held there.

  Customer response

  06/18/2024

   
  Complaint: 21858913
  
  I am rejecting this response because:

  There was absolutely no address of anything said, no request for additional information, no review of the information sent, no addressing of the fact that hundreds of people have businesses literally suffering because of this. This could cause the closure and debt of my business and I cannot even get onto a human. This is terrible customer service. I spent an hour on the line with a CSR hoping to speak with someone on the case, and at the end he told me my email will be directed to accounts. On sending this email, I received a response stating the case was going to be reviewed within 15 days and now I am seeing a completely contradictory response, so what is actually going on? How is it that you can TAKE 5100USD with zero explanation ? The communication is extremely poor and again, I am pleading for some assistance with having this account reviewed. Ideally, I wanted my account re-opened but now I am in the process of speaking with my lawyer to have these funds release at bare minimum. Please assist urgently. 
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  06/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Subject: Formal Complaint Against Stripe **** for Unjustified Account Closure and Withholding of Funds Dear Better Business Bureau,I am writing to formally lodge a complaint against Stripe **** regarding an unexpected and unjustified closure of my business payment processing account and the withholding of funds totaling $1,016.50.On 12/1/2023, without prior notice or explanation, Stripe **** abruptly closed my payment processing account. This action has severely impacted my business operations, as I rely on Stripe for processing customer payments. Despite multiple attempts to contact Stripes customer support for clarification and resolution, I have not received any satisfactory response or justification for the account closure.Furthermore, Stripe **** continues to withhold the remaining balance of $1,016.50 in the account. These funds are crucial for my business, and their retention by Stripe is causing significant financial strain.I respectfully request the Better Business Bureau to investigate this matter and facilitate a resolution. My desired outcome is the immediate release of the $1,016.50 held in my Stripe account and a clear explanation for the account closure to prevent such issues in the future.Thank you for your attention to this urgent matter.Sincerely,***********************

  

  Business response

  06/17/2024

  Unfortunately, we are not able to locate any accounts registered to the Complainant as Company Representative. Stripe requests that the Complainant either resubmit their complaint with the BBB using the information found on their Stripe account, such as the business name, URL, or email address registered to the Stripe account, or log into their Stripe account to contact ******************** Support.
  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 response

  06/18/2024

   
  Complaint: 21858664
  
  Subject: Formal Complaint Against Stripe **** for Unjustified Account Closure and Withholding of Funds

  
  

  Dear Better Business Bureau,

  
  

  I am writing to formally lodge a complaint against Stripe **** regarding an unexpected and unjustified closure of my business payment processing account and the withholding of funds totaling $1,016.50.

  
  

  I am the owner of ********************** and our Stripe account is registered under the email address ********************** On 12/1/2023, without prior notice or explanation, Stripe **** abruptly closed our payment processing account. This action has severely impacted our business operations, as we rely on Stripe for processing customer payments. 

  
  

  Despite logging into our Stripe account and contacting Stripes customer support multiple times, we have only received the same generic responses with no meaningful assistance or explanation for the account closure.

  
  

  Furthermore, Stripe **** continues to withhold the remaining balance of $1,016.50 in our account. These funds are crucial for our business, and their retention by Stripe is causing significant financial strain.

  
  

  I respectfully request the Better Business Bureau to investigate this matter and facilitate a resolution. My desired outcome is the immediate release of the $1,016.50 held in our Stripe account and a clear explanation for the account closure to prevent such issues in the future.

  
  

  Thank you for your attention to this urgent matter.

  
  

  Sincerely,

  
  

  ***********************;

  Companion Care Clinic  

  *********************  

  

  Business response

  06/18/2024

  Below is Stripe's Response to the complaint submitted by *********************** (herein referred to as the "Complainant") on June 17, 2024.
  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 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 Stripefor 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. 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 ******************************************.
  
  [1] *****************************************
  
  Merchant Account Overview 
  
  The Complainant submitted an account with ******************** on October 11, 2023 under the name *********************** at www.linkedin.com/in/ccclinic985619295. 
  
  Stripe processed payments for the account owner until December 2, 2023. 
  
  During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. On December 2, 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 Stripes Services Agreement:
  
  ******************************************#termination 
  
  While Stripe is not able to continue processing transactions on the account, this does not preclude the Complainant from signing into Stripe and accessing any of the account's existing data.
  
  Given the high risk of losses associated with the charges on their account, ******************** is unable to release these funds. This is in accordance with Section 5.6 of "Stripe Payments" under "Stripe Service Terms" in the Stripe Services Agreement:
  
  ******************************************#services-terms
   
  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.

  Customer response

  06/18/2024

   
  Complaint: 21858664
  
  

  Subject: Rejection of Stripe's Response to Complaint Request for Immediate Release of Funds

   

  Dear Better Business Bureau,

  
  

  I am writing to formally reject Stripe Inc.'s response to my complaint regarding the closure of my payment processing account and the withholding of $1,016.50.

  
  

  Stripe has claimed that the high risk of losses associated with the charges on my account prevents them from releasing my funds. However, it has been seven months since they closed my account, and during this period, there have been no disputes or chargebacks related to the account. Seven months is more than sufficient time for any potential disputes to surface. Given this clean history, there is no valid reason for Stripe to continue holding my hard-earned money hostage.

  
  

  The lack of transparency and unjustified withholding of funds by Stripe is unacceptable. I request the Better Business Bureau to further investigate this matter and compel Stripe to immediately release the $1,016.50 held in my account.

  
  

  Thank you for your assistance in resolving this issue.

  
  

  Sincerely,

  
  

  ***********************;

  Companion Care Clinic  

  *********************  

  

  Business response

  06/20/2024

  Stripe's final response as issued on June 18, 2024 is firmit is unable to reopen the Complainant's account nor release the funds held there.

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stripe has stolen $6000+ from us, and won't give it back, and stopped replying to any of our messages.Our Stripe account was closed by ******************** due to a single client mistakenly submitting a chargeback (which later withdrawn). Stripe decides to close our account based off of this one reason. And decides to hold the $6000 indefinitely. In summary, since the 5 day period for refunding eligible charges has already passed, we will not be refunding additional charges. The balance which remains on the account, it will not be made available to the Complainant at any point in the future. This is in accordance with Section 5.6 of Stripe Payments under Stripe Service Terms in the Stripe Services Agreement: ************************************************************ under no circumstances in US law can a service provider seize the money from another business without reason. Nor can a service provider indefinitely keep that money.

  

  Business response

  06/17/2024

  Below is Stripe's Response to the complaint submitted by ************************* (herein referred to as the "Complainant") on June 16, 2024.
  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 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 Stripefor 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. 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 ******************************************.
  
  [1] *****************************************
  
  Merchant Account Overview 
  
  The Complainant submitted an account with ******************** on August 26, 2024 under the name "DR.Z LLC" at Theluminlab.com. 
  
  Stripe processed payments for the account owner until May 21, 2024. 
  
  During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. On May 21, 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 Stripes Services Agreement:
  
  ******************************************#termination 
  
  While Stripe is not able to continue processing transactions on the account, this does not preclude the Complainant from signing into Stripe and accessing any of the account's existing data. 
  
  Given the high risk of losses associated with the charges on their account, ******************** is unable to release these funds. This is in accordance with Section 5.6 of "Stripe Payments" under "Stripe Service Terms" in the Stripe Services Agreement:
  
  ******************************************#services-terms
   
  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Balance of ******* being held. Need to know status of release and when the release will occur. Account name is MyStory Biographies LLC Funds have been held for 6 months with no indication of when they will be released. We have waited patiently. If funds are planning to be held longer, Stripe is to let us know. If funds are planned to be held indefinitly, Stripe is to let us know, and brace for swift action.

  

  Business response

  06/17/2024

  Below is Stripe's Response to the complaint submitted by ********************************* (herein referred to as the "Complainant") on June 15, 2024.
  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 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 Stripefor 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. 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 ******************************************.
  
  [1] *****************************************
  
  Merchant Account Overview 
  
  The Complainant submitted an account with ******************** on November 24, 2023 under the name "MyStory Biographies LLC" at *****************************************;
  
  Stripe processed payments for the account owner until January 29, 2024. 
  
  During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. On January 24, 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 Stripes Services Agreement:
  
  ******************************************#termination 
  
  While Stripe is not able to continue processing transactions on the account, this does not preclude the Complainant from signing into Stripe and accessing any of the account's existing data. 
  
  Given the high risk of losses associated with the charges on their account, ******************** is unable to release these funds. This is in accordance with Section 5.6 of "Stripe Payments" under "Stripe Service Terms" in the Stripe Services Agreement:
  
  ******************************************#services-terms
   
  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.

  Customer response

  06/19/2024

   
  Complaint: 21856136
  
  I am rejecting this response because you indicated the following:

  Given the high risk of losses associated with the charges on their account, ******************** is unable to release these funds. This is in accordance with Section 5.6 of "Stripe Payments" under "Stripe Service Terms" in the Stripe Services Agreement:

   

  This does not answer my question. Is Stripe planning to hold funds indefinitely? Please respond with Yes or No. If No, then indicate when release date is scheduled. If Yes, please expect swift action. 
  
  Sincerely,

  MyStory Team

  

  Business response

  06/20/2024

  Stripe's final response as issued on June 17, 2024 is firmit is unable to reopen the Complainant's account nor release the funds held there.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I've been using Stripe as my payment processor for several months now. I have never had any issues with payments from my customers. I've never given refunds, I've never had any chargebacks, never had any disputes. Yesterday Stripe closed my account without warning citing that I'm a high risk for disputes and now they're holding over $3000 of my money from payments from customers and refusing to release the money until October. This is causing an unnecessary hardship on my business. There are dozens of reviews on ****** of people with similar issues. Stripe should not be allowed to conduct business like this. They are stealing people's money. I believe there is fraud afoot and something has to be done about this. They haven't had any issues taking fees from my transactions and now they're stealing my money blatantly in broad daylight. Please help me resolve this matter. They don't provide any phone numbers to call or any other means of resolution and they refuse to give me any specific reasons on this action taken against me and my company.

  

  Business response

  06/17/2024

  Below is Stripe's Response to the complaint submitted by ************************* (herein referred to as the "Complainant") on June 15, 2024.
  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 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 Stripefor 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. 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 ******************************************.
  
  [1] *****************************************
  
  Merchant Account Overview 
  
  The Complainant submitted an account with ******************** on November 24, 2024 under the name **************** at *********************************;
  
  Stripe processed payments for the account owner until June 15, 2024. 
  
  During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. On June 15, Stripe reached out to the Complainant to let them know about its concerns and that it could no longer support their business. After a thorough investigation, Stripe closed the Complainant's account.
  
  The closing of this account is in accordance with the following section of Stripes Services Agreement:
  
  ******************************************#termination 
  
  While Stripe is not able to continue processing transactions on the account, this does not preclude the Complainant from signing into Stripe and accessing any of the account's existing data. Funds will be held on their account until October 13, 2024.
   
  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.

  Customer response

  06/17/2024

   
  Complaint: 21855048
  
  I am rejecting this response because:

  They never gave me a reason why they're holding my funds. I've processed over $80,000.00 since November 2023 with no complaints, disputes, chargebacks or even refunds. Their reasons for holding my funds are vague and invalid considering my history with them. The only resolution in this matter is for them to release the funds to my account ASAP.

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

  

  Business response

  06/18/2024

  Stripe's final response as issued on June 17, 2024 is firmit is unable to reopen the Complainant's account nor release the funds held there.

*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. ↩