ComplaintsforStripe, Inc.

Payment Processing Services

Additional Complaint Information

Customer Complaint:

BBB’s file for Stripe, Inc was created in July 2012. A review of complaints was completed in March 2024. Complaints on file concern issues with the release of funds.

BBB encourages consumers to review the company’s links below with information about payouts and payout delays.

https://support.stripe.com/questions/pausing-payouts-for-stripe-accounts-in-india
https://support.stripe.com/topics/payouts
https://docs.stripe.com/payouts#payout-schedule
https://support.stripe.com/topics/reserves
https://stripe.com/legal/ssa#general-terms

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Initial Complaint
07/16/2024
Complaint Type:
Product Issues
Status:
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.
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
The complainant verified the issue was resolved to their satisfaction.
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
07/14/2024
Complaint Type:
Billing Issues
Status:
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.
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:
Order Issues
Status:
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.
Stripe insists that I have a high risk business with multiple chaegebacks. I am small handyman sole proprieter. By there arbitrations does not fall under there terms of high risk. Nor have I ever had a dispute while involved with there company. For them to withhold $1753.00 seemingly indefinitely is completely upsurd and should be considered criminal at the least.
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 to the Complainant via case reference number ******** via email.
Customer response
07/16/2024

Complaint: 21983601

I am rejecting this response because: the copy and paste letter you sent me regarding your arbitration laws 5.6 are not sufficient evidence to your claim that I have a high risk business. In my overview of your definition of high risk business. My business does not fall under any of the items listed. Following that my business has never experieced a single dispute or refund to give you the ability to lable me as a high risk client. If you could please explain this to or show any shred of evidence towards your claim would be greatly appreciated

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: 21983601

I am rejecting this response because: what is your reasoning for not telling me information?
The information I requested does not show "your entire processs" and if it did well that's a entirely different matter.
The information i requested does not single any certain individual or business.
I Merely want to informed as to why my business was put on high risk classification.
As it says in your guidelines. My business does not qualify as high risk

Sincerely,

*****************************
Initial Complaint
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This company is collecting my personal info against my will and refusing to delete my account
Business response
07/11/2024
Stripe confirms that it has received the complaint filed on July 11, 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
07/10/2024
Complaint Type:
Customer Service Issues
Status:
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.
I opened an account with ********** to start bookkeeping and enable credit card payments for my small business. My business involves sourcing apparel products for companies to market their brand or company through private label manufacturing. One of our clients prefers to pay with a credit card, so to accommodate these clients, we needed a payment platform. Therefore, we chose **********, which uses Stripe as a third-party payment processor. My complaint is with Stripe * ******************* After approving my company and processing a payment from my customer, Stripe suddenly closed my account, labeling us as high risk. They have held the only payment processed through Stripe, amounting to $5,103.35, since May 13th, 2024. Despite numerous attempts to communicate with them—sometimes receiving responses and other times not—I am at a loss for what to do next. They have indicated in a few emails that they would refund my customer five days after closing my account. However, when I inquired about the specific date of account closure, I received no response. I have sent over 25 emails and received only about 5 replies. I am seeking to have Stripe refund my customer so they ( the customer ) can pay me directly. As a small business, this situation has significantly impacted us. I believe Stripe is similarly affecting other small businesses striving to stay afloat. Any assistance in resolving this matter would be greatly appreciated.
Business response
07/10/2024
Unfortunately, we are not able to locate any relevant accounts registered to the Complainant as Company Representative. Stripe requests that they resubmit their complaint via ********************* using the information found on their Stripe account. Please note that privacy is very important to Stripe and therefore we will never release information to parties not authorized on the Stripe account.
Customer response
07/10/2024

Complaint: ********

I am rejecting this response because: I may have not given you my correct information which is associated with Stripe.
My business account with Stripe is under the name ****** ***** ******** *** ******
Administrator (Owner)
Account: *********************
The email I use for Stripe is my ****** ***** ******** business email, which is: ****************************
That may be the reason that they cant see to find my account.
I have attached screen shots of my dash board to confirm it is my account.

Sincerely,

Lita B******
Business response
07/11/2024
Stripe confirms that it has received the complaint filed on July 10, 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.
Customer response
07/11/2024

Complaint: ********

I am rejecting this response because:
I am attaching the response I received today from Stripe, along with a few screenshots of other responses from Stripe indicating that the money or balance in my closed account will be reversed or refunded. To support my claim about Stripe unfairly holding funds, I am also attaching an email from my customer who issued the payment to us. They have willingly contacted Stripe on our behalf to help get the money refunded back to them. Afterward, my customer and I planned to handle the payment separately from Stripe.
With this said, I am rejecting Stripe's answer. Are they going to hold the funds indefinitely? Money that does not belong to them? That money was a payment for our service to my customer and is lawfully ours. Since we cannot get a payout from Stripe, that money should go back to the issuer, in this case, my client.
I am not asking for anything that is not right. I am asking for Stripe to refund my customer if I don't have an open account with Stripe anymore to do the refund. I am not asking for more than what is right, fair, and what Stripe had promised from the moment my Stripe account closed.
This situation has significantly impacted my small business. Therefore, I cannot accept Stripe's response. It is unethical and not a good business practice to hinder a small business like this without proper communication. I cannot speak to anyone on the phone and only receive automated responses and insincere customer service replies.

Sincerely,

Lita B******
Initial Complaint
07/09/2024
Complaint Type:
Product Issues
Status:
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.
Used STRIPE for first time to collect a payment (credit card) from one of my customer on 06/20/2024, the next day received an email from them that my account will be close since they considerate "high risk": that same day 06/21 we submitted online our FEIN # and docs proof legitimate small businesses (Painting, home resurface). Followed they states my STRIPE acct is close and will refund payment to my customer. As of today there is NO refund to my customer or payout to our business bank acct. We sent over 20 emails without resolution, they keep our money earned on hold without any reason, they states "Refund process started after acct rejection on 06/27: could delay 5 days, but there are more than 11 businesses days. We need desperate help, that was our cash flow to continue operate, with all complaints that have this company, not sure which agency regulate them. Isn't fair they hold our money, my customer is waiting for refund in order to pay me again using SQUARE. Please assist in this Urgency.By the way STRIPE doesn't have a call center or help phone desk for assistance.
Business response
07/10/2024
Stripe confirms that it has received the complaint filed on July 10, 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
07/11/2024

Complaint: 21965765

I am rejecting this response because:
Stripe continue same answers:
1) Our acct was closed due considerate high risk for them (even we upload our bussiness docs)
2) Now they said "will not refund my customer credit card payment."
Clear there is no resolution by them or timing, mean while our business can't continue operate due expenses/labor needed to be cover. Attached the emails from yesterday, Stripe created an internal complaint #********, after BBB contact them.
Please keep complaint open, until we get a concrete answer when they will release the money.
Sincerely,

*******************
Business response
07/12/2024
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
07/14/2024

Complaint: 21965765

I am rejecting this response because:
Stripe gave another email to continue communications with them without a resolution. We got a complaint #******** already last week.
Please left this Complaint open until we get a resolution and timing to receive our money.
I resent to Sripe our "Painting business" docs and last 2 Chase business acct statements as proof of legitimate. There is no excuse to hold our money.
Sincerely,

*******************
Business response
07/16/2024
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
07/16/2024

Complaint: 21965765

I am rejecting this response because:
As of today (48hrs) after sent email to ************************************** there is NO response or any resolution under my STRIPE balance acct. Our money still on hold without release to my bank or refund my customer.
Please keep casw open, until we get a concrete/clear response.

Sincerely,

*******************
Initial Complaint
07/09/2024
Complaint Type:
Customer Service Issues
Status:
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.
Stripe has frozen my account, holding a little amount of my business's funds. Despite repeated attempts to resolve this through calls, messages, and emails, customer service continues to offer empty promises of a solution within one to two days. I demand the immediate release of my funds and the subsequent closure of my Stripe account.
Business response
07/10/2024
Stripe confirms that it has received the complaint filed on July 10, 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
07/09/2024
Complaint Type:
Product Issues
Status:
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.
I have attempted for the last year and a half to update my debit card information on file with stripe security. As I no longer have the debit card I cannot enter the card number. You can verify your identity through uploading a photo id which I have submitted 176 times yet they are refusing to accept the information submitted. I have never had to work so hard for $58 in my life on a product I sold on arena clubs website. I hope that by submitting this claim stripe security will allow me to enter my new debit card so I can claim the $58 sitting on my account for the past year and a half. I have reached out to customer service with both companies and neither seems to be willing to provide assistance
Business response
07/10/2024
Stripe confirms that it has received the complaint filed on July 9, 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
07/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This is a company I use for instant pay for my contracted work. I worked Saturday and did not receive my payout. I was informed through the app it would be here Monday. As of 5pm, they have record of paying me according to my portal but no money is in my account. I have tried to contact customer service through live chat and calling with no help. They owe me $204.12 in wages payout
Business response
07/09/2024
Stripe confirms that it has received the complaint filed on July 9, 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.

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