ComplaintsforStripe, Inc.

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had set up a fundraiser on ******** to raise money. The money was raised $70 supposedly stripes is the company that pays out the plant.. They are telling me that they sent the money into my green. bank account, this was a allegedly 567 days ago, however upon continuously checking with my green. bank account no money has been received by them nor is any pendent deposits pending on this account. I have repeatedly tried to reach out to these people and they keep telling me the issue was resolved but if it was not resolved because the money has not been received by my bank apparently someone has either taken the money or misappropriated it or sent it to the wrong account

  

  Business response

  09/24/2021

  Thank you for reaching out to us about this matter.
  
  To confirm, it looks like you're writing in about your payouts.
  
  ******** has set up an account for you via Stripe Connect. As such, ******** is responsible for all customer service inquires related to their connected accounts. Unfortunately, Stripe does not have the authority to intervene as this matter relates to the relationship between you and ********. I would recommend reaching out to ******** directly as it's the most effective way to solve any disagreements.
  
  I understand this may be frustrating. Heres a link to the ********'s support page to make it a little easier: https://www.facebook.com/help/contact/***************

• Initial Complaint

  09/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was utilizing Stripe integration for my online course platform provider, Kajabi. Somehow, my account was hacked and bank account info was changed. Stripe assured me no loss of income and utmost care/escalation of my issue. Then Stripe became entirely unresponsive prior to helping me regain control of my account! My Kajabi account remains tied to an invader. I have income that is being redirected or lost. The company has failed me on every front - from customer service, to follow-up, to delivering on its numerous responses. I am deeply disappointed and horrified by this experience. I may never trust Stripe again.

  

  Business response

  09/22/2021

  Thank you for flagging thisStripe is in the process of reviewing your account following the phone call with you on September 20, 2021. We will follow up with you via email once we have an update to share.

  Customer response

  09/29/2021

   
  Complaint: 15884362
  
  I am rejecting this response because:

   

  The problem - and security threat - has persisted. I have continued to reach out to Stripe support for assistance with a serious security threat, including a compromised bank accounts, and re-routed payments. I have continued to be ignored. I am astonished by the lack of assistance and care. At this point, *************** an attorney and exploring the option of pressing charges against Stripe for their refusal to assist me in a timely manner, as well as the ways in which my account has been compromised in unprecedented fashion. 
  
  Sincerely,
  
  *************************

  

  Business response

  09/29/2021

  Stripe is in the process of reviewing your account following the phone call with you on September 20, 2021. We will follow up with you via email once we have an update to share.

  Customer response

  10/01/2021

   
  Complaint: 15884362
  
  This response only perpetuates my concerns and proves my point: Stripe support continues to withhold my hard-earned income and only responds for the sake of "checking a box." They continue to use vague words like "soon" with regards to follow up to avoid any commitment, accountability, or real customer care. 

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

• Initial Complaint

  09/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  eFresh Meals has been in business since 2016 and our annual sales are over $1m.We provide meals to consumers. Due to a change in software for our order processing platform, we had to move from Moneris to to Stripe, ***** On Aug.1st, **** we started with Stripe. In Aug. Stripe deposited our customers credit card purchases to our *** business account. Sept.1st we no longer received deposits from Stripe. Our Stripe dashboard posted a transfer of funds to occur on Sept.16th. That did not happen. Contacting Strip on Sept.16th, informed our funds were "frozen" due to "higher than normal sales activity" . Stripe sent 1 email on Aug.31 that went to spam. No other note was sent nor any posting on our Stripe dashboard. It is now Sept.19th and Stripe has over $72k of our money and will not provide a deposit date. We have provide supplier invoices for their investigation. As of Sept.23rd, my *** account will be $0. We pay our suppliers weekly. Stripe will not provide a resolution date.

  

  Business response

  09/22/2021

  Unfortunately, we are not able to locate any accounts under ***************************** Please either resubmit your complaint with the BBB using the information found on your Stripe account or follow up to this complaint using the email address associated with your Stripe account. 

• Initial Complaint

  09/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I use Stripe to collect payments through ***********. On 9/10, I got an email that my weekly payout failed and I needed to update payment information. I did not have my old card so it said to email support. Support indicated my account did not have an "account representative" and I needed to verify. I sent over many supporting documents and screenshots they asked for, and then it's been silence since 9/13. I have followed up by email in the same thread, opened a new case asking for a phone call which they responded to asking what the issue was, and when I responded they did not answer. Attached are screenshots of the whole email conversation, the new case opened yesterday for a phone call, as well as a record of me calling their support line where you can only leave a voicemail and they promise to call back. Also attached is a screenshot of their support page that claims they do phone calls and chats; however every link goes only to email where they say they'll respond within 24 hours.

  

  Business response

  09/21/2021

  The following payouts on your account failed due to the following reasons:
  
  po_1JXbj0BU87TR8t9hQmMY8KCk lost_or_stolen_card
  
  po_1Ja9P4BU87TR8t9hueZa7gVY lost_or_stolen_card
  
  The card on your account for payouts has been updated as of September 20, 2021 and your payout successfully sent to you on September 20 to your updated card.

  Customer response

  09/22/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this is not a resolution, just the company stating they can see the issue was fixed days after. Please bear in mind I resolved this entirely on my own and did not have any help from Stripe. They are contacting me now after I fixed the issue to try to look like they were part of the solution. I will be finding a new credit card processor and do not need any further contact.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i would like to report them for scamming my money and having bad support so they closed my account with about $1000 and then started refunding my buyers without my consent i lost so much money and my balance dropped down to like $500 and its locked i have been trying to withdraw and it says contact support and i contacted them about 30 times and they always give me a answer to a random question they keep ignoring my question and reply with something else i still have no answer about my money and when I'm gonna get it. this is ******** i want my money back and the money they refunded my customers without my consent those people got the stuff they purchased and money out of my pocket...my stripe email is *****************************

  

  Business response

  09/21/2021

  Unfortunately, we are not able to locate any submitted accounts under ****************************** Please either resubmit your complaint with the BBB using the information found on your Stripe account or follow up to this complaint using the email address associated with your Stripe account.
  
   

  Customer response

  09/22/2021

  the email associated with my stripe account is *****************************

  

  Business response

  09/28/2021

  Below is Stripe's Response to the complaint submitted by ************************* (herein referred to as the "Complainant") on September 28, 2021.
  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 credit card payments.[1] Merchants register for an account by providing contact information, some information about their business and its principles, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, *** be requested by Stripe after submission.
  
  Merchants have control over what information is provided to Stripe for 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. It is important to note that 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 https://stripe.com/legal.
  
  [1] https://stripe.com/payments
  
  Merchant Account Overview
  
  The Complainant submitted an account with Stripe on June 30, 2021 under the name "Wxrth" at http://www.wxrthclothing.ca. Stripe processed payments for the account owner until July 13. During a routine review, Stripe identified strong signals that the Complainant's account was in violation of the Stripe Terms of Service. Specifically, Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. The majority of the Complainants business seemed to be driven through unauthorized, fraudulent charges. On July 13, 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 the Stripe Terms of Service. Stripe's terms very clearly state that Stripe
  
  "We *** terminate this Agreement or close your Stripe Account at any time for any reason (including, without limitation, for any activity that *** create harm or loss to the goodwill of a Payment Method) by providing you Notice."
  
  https://stripe.com/legal#termination
  
  Given the risk associated with the charges on this account, Stripe is unable to release these funds,
  
  "We *** suspend your Stripe Account and your ability to access funds in your Stripe Account"
  
  https://stripe.com/legal#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. For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless.

  Customer response

  09/29/2021

  im asking about the money you guys scammed from him and are holding it for no reason. his hard worked money by the way

• Initial Complaint

  09/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Stripe has dropped me as a credit card processor for reasons that are prejudiced against an entire industry.

  

  Business response

  09/20/2021

  Unfortunately, we are not able to locate any accounts nor any support cases under ************************* Please either resubmit your complaint with the BBB using the information found on your Stripe account or follow up to this complaint using the email address associated with your Stripe account.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1.We are an online seller of bicycles, we use stripe.com to get the money for the order 2. At 21:39 on April 29, ************ our account were refunded to customers, stripe.com refunded $23634.11! ! ! (No notification, no mail, nothing, We had shipped their order) 3. We contacted stripe.com but there is no valid response 4. We are contacting customers, beging they can give back the money to us one by one. 5. Our reference number on stripe.com: ******** Email of our account: ********************* Phone: ************** Please help us get our money back Please measure our feeling of losing $$23634.11, please...

  

  Business response

  09/21/2021

  Stripe has followed up with you via email as of September 21, 2021 in order to get more details from you to resolve this. Please follow up to that email in order to work on next steps.

  Customer response

  09/24/2021

  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

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June of this year, I received a notice from the *** claiming that I did not claim income totaling $39,381 from Stripe **** I contacted the company and was told they are looking into it. I had to reply to the *** that this is not mine and that I have no idea who this company is. Ii contacted the company again in July and was told they were still looking into it. Today, I received another notice from the *** still claiming that I have this supposed unclaimed income and that I will have to file and go to court to fight this if I continue to dispute this. I work in a fast food restaurant. Between long hold times on the phone, missing work to make said calls, faxing, copying and printing everything i need for the *** and the added stress this is all causing, I am losing out on money earned from my job that i have been at for 6 years. Just in wages alone, I have missed out on $532.82. I have also spent close to $80.00 in fees and print/copy. All for something that is NOT MINE.

  

  Business response

  09/20/2021

  Unfortunately, we are not able to locate any accounts nor any support cases under *********************** Please either resubmit your complaint with the BBB using the information found on your Stripe account or follow up to this complaint using the email address associated with your Stripe account.

  Customer response

  09/21/2021

   
  Complaint: 15874142
  
  I am rejecting this response because:
  
  Sincerely,
  I do not have a stripe account. I have never had a stripe account nor do I even know what the company is. My name and social is registered with stripe. And as I have shown with the pictures, it's showing that in 2019, 39k was made using a stripe account registered to my social security number and now I am getting charged by the *** for taxes owed on that. I have NEVER registered with Stripe.
  *********************************

  

  Business response

  09/22/2021

  If the Complainant has not opened a Stripe account, they will need to reach out via ******************************** and Stripe would be happy to assist them in remediating this issue.

  Customer response

  09/27/2021

   
  Complaint: 15874142
  
  I am rejecting this response because:
  
  Sincerely,
  I have contacted using support and I was told both times that they are looking into it. I have asked for updates and still get the same response. I reached out when I got the first irs letter.
  *********************************

• Initial Complaint

  09/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Stripe was withholding funds from each sale for about a month without my knowledge, they sent me one a week after my complaint stating they would withhold 10% of each sale. They reviewed my account and told me I needed to update my URL website within 12 days. Two days later I'm sent another email stating they are closing my account. They have now given me 14 days to transfer to a different processor, on top of that I'm still making sales and the 10% they had previously told me they would withhold into a reserve account has now turned into 100% of each sale being held. So now my reserve that was previously $1,300.00 and expedited to be released on October 1, 2021, has now turned into almost $10,000.00 being withheld. I have contacted them numerous times, going back and forth with them in regards to my instant payout that is still pending as well as the funds they are withholding from me. Nothing is working, they told me they would give me a response in 35 days. I want my money back now!

  

  Business response

  09/20/2021

  Stripe may need to implement a reserve on a merchant account to help mitigate losses from refunds and disputes,
  
  "In certain circumstances, we may require you to place funds in reserve or to impose conditions on the release of funds (each a Reserve). We may impose a Reserve on you for any reason if we determine that the risk of loss to Stripe, Customers, or others associated with your Stripe Account is higher than normal. For example, we may hold a Reserve if: your or your Customers activities increase the risk of loss to us or to your Customers, (ii) you have violated or are likely to violate this Agreement, or (iii) your Stripe Account has an elevated or abnormally high number of Disputes. If we impose a Reserve, we will establish the terms of the Reserve and provide you Notice of the amount, timing, and conditions upon which the funds in the Reserve will be released to you. In many cases, the Reserve amount will be the entire amount of Charges processed using the ****************** Services. We may change or condition the terms of the Reserve based on our continuous assessment and understanding of the risks associated with your Stripe Account, if required to do so by Payment Method Providers or Payment Method Acquirers, or for any other reason. We may fund the Reserve with funds processed through your use of ****************** Services, by debiting the Payout Account or another bank account associated with your Stripe Account, or by requesting funds directly from you."
  
  https://stripe.com/legal#clearing-funds-and-reserves
  
  Given the potential of losses to Stripe from your business due to your high disputes, Stripe needed to update the reserve on your account to last for 90 days on 100%. Stripe will release any funds at the end of this period.
  
  Please note that Stripe is unable to support businesses with dispute rates greater than 1% and your business is currently at 4.41%, 
  
  "High Dispute rates (typically those exceeding 1%) may result in your inability to use the ****************** Services."
  
  https://stripe.com/legal#section_c6

• Initial Complaint

  09/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My company processed thousands of transactions on stripe for over a year for multiple events. After processing millions of dollars with stripe, they used the fact that we had 20 disputes over a full year out of thousands of transactions to withhold the entirety of 100% of our money for multiple months on end. During a global pandemic, we have been unable to pay our employees, vendors, and contracts because stripe.com has deemed our business to be "high risk." As an honest business owner who delivers what we say we will, it is highly frustrating because they don't care if the disputes should be in our favor, it's only that the disputes occur which is out of our control.This has to be the most fraudulent credit card processor on the market and some government entity should come in and close them down for these practices, allowing small businesses no recourse and crushing them unfairly. 0/10 recommend

  

  Business response

  09/17/2021

  Please see Stripe's response to you on September 14, 2021,
  
  "I see that you're reaching out to Stripe if we can reevaluate the extension of reserves on your Stripe account - acct_1Ii56SLAxZ51rdeV. You haven't received any disputes, so from your point of view the extension of the reserves for 45 days is unwarranted.
  
  After reviewing your account, I went ahead and released 50% of the current reserve. Currently, $21,125.53 usd is scheduled to be sent to your bank account on September 16, 2021.
  
  Your Stripe account is still under what we call a "dispute window." During this time, customers will have the opportunity to initiate disputes on payments. We're keeping the other half of the reserves for another 30 days in preparation for any incoming disputes."
  
  Please note that we may impose reserves on an account in order to mitigate losses to Stripe,
  
  "We may impose a Reserve on you for any reason if we determine that the risk of loss to Stripe, Customers, or others associated with your Stripe Account is higher than normal. For example, we may hold a Reserve if: (i) your or your Customers activities increase the risk of loss to us or to your Customers, (ii) you have violated or are likely to violate this Agreement, or (iii) your Stripe Account has an elevated or abnormally high number of Disputes."
  https://stripe.com/legal#clearing-funds-and-reserves

  Customer response

  09/18/2021

   
  Complaint: 15861077
  
  I am rejecting this response because: its such a double standard.

  1. Stripe decides that I can no longer process with them due to anticipated high disputes in the future given that my industry (travel) is a high risk industry

  2. Stripe forces me to find a new payment processor for my business with 0 notice

  3. Stripe holds our funds for months on end with no disputes (all our events ended in July over 60 days ago) with no disputes because we deliver what we promise to our customer.

  4. After countless emails and correspondences being ignored, finally after the BBB dispute Stripe released 20k out of over 100k still being withheld among our groups. If there are any disputes we are happy to cover them - our bank accounts are still linked and we will cover that but these reserves are not fair.

  So we cant process, need to get off platform immediately, cant get our money, and cant get any support - all while not even having many disputes. Worst processing company *********************************************************************

  

  Business response

  09/20/2021

  Unfortunately, given the potential losses to Stripe due to disputes, Stripe is not able to make additional updates to this reserve. Please note that Stripe is unable to support businesses with dispute rates greater than 1% and your accounts are currently at 2.44%, 2.35%, 2.94% and 2.96%,
  "High Dispute rates (typically those exceeding 1%) may result in your inability to use the Payment Processing Services."
  https://stripe.com/legal#section_c6

  Customer response

  09/21/2021

   
  Complaint: 15861077
  
  I am rejecting this response because:

  We have barely had any disputes in the last 60 dyas and stripe continuing to hold our money over a 2% dispute rate that has already happened (most of which should have been resolved in our favor as we deliver exactly the service we provide) is cover for what their malpractice is. I will cover any potential future losses will incur but holding 150k+ of our funds is not a fair resolution. 
  

  They hurt small businesses and every business on earth has 1 out of 100 people who are unsatisfied or claim fraud, so Im not sure how stripe still has any clients still left to service. The government should do an immediate audit of this company as there is no bank in the world that would be able to hold this much money for indefinite, rolling periods of time. Pay me my money or we will take legal action and file a class action lawsuit as Im sure there are thousands of other businesses experiencing the same practices by ********************************************************************

*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. ↩