ComplaintsforStripe, Inc.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I performed services for Showdigs. They issued payment to me through stripe and stripe is holding up my payment. Their customer service is non existent and I demand my wages.

  

  Business response

  04/23/2024

  Below is Stripe's Response to the complaint submitted by *********************;(herein referred to as the "Complainant") on April 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 an account with ******************** on January 5, 2023 with Showdigs with its controlling platform. This means Showdigs is responsible for all customer service for its merchants. ******************** responsibility to process payouts according to the instruction from Showdigs.
  
  
  The Complainant raised this issue directly with Stripe. We take this opportunity to reiterate the response provided to the Complainant on April 22, 2024. Though the Complainant states that Stripe was holding their funds, the card the Complainant set up to receive payouts had expired. Therefore, Stripe was unable to transfer payouts. Stripe provided the Complainant with self help options in hopes that they could make the payment card updates instead of reaching out to Showdigs for assistance, but they were unable to do so on their own. Ultimately, Stripe was able to confirm that the bank card was updated. Payouts continue to function as expected now that the Complainant has updated their banking information.
  
  
  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

  04/24/2024

   
  Complaint: 21600945
  
  I am rejecting this response because: Was told by Showdigs (not Stripe) that the payment will be made on Thursday, April 25. It remains to be seen whether or not I will receive that payment.
  
  Sincerely,
  
  *********************

  

  Business response

  04/25/2024

  Stripe can confirm that the Complainant's funds have been paid out as of April 25, 2024.

  Customer response

  04/25/2024

  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

  04/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I used stripe to take payments while I was at a trade show (I took payments in **). I did this from March 29th-31st. After the event, I saw in their FAQ that payments can take a while to process and go to your bank. I still contacted them out of concern. Eventually I noticed that the payouts did not go through and got sent back to the stripe account. I have had a few collegues use this app during the same event dates. All have claimed that the funds were able to convert from USD-to CAD and then deposit into their accounts. I asked support for several days asking for help. Agents would say its the "bank's issue and to ask them". I circled back to my bank (Scotiabank) and they have confirmed that none of this should be an issue. I again ask help from many agents from support and they tell me to tamper with the settings (almost every agent tells me to play with these settings even though i tell them it doesn't work). When I ask for management or to escalate this situation, they tell me we should switch to email and then I get ignored, or they tell me "a team of specialists" are looking into this. I will get no communication afterwards. Eventually I get offered the solution I wanted for the past two weeks (To convert to CAD). I say yes. The solution never happens. I contact them several more times and they decide to give me the old advice (it's the "banks fault" or to tamper with settings). I continue to complain as this is starting to sound suspicious. I then get offered the solution I asked for again. I ask why that hasn't been done already. They tell me "specialists are working on it" once again. I have not received a solution. This is suspicious activity and I fear that I will never receive my funds.

  

  Business response

  04/22/2024

  Below is Stripe's Response to the complaint submitted by ***********************;(herein referred to as the "Complainant") on April 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 March 14, 2024 under the name "Nocturna" at www.nocturnaalchemy.com. 
  
  
  The Complainant has 2 account balances because they accept *** and CAD payments. *** payments land in their *** account balance. CAD payments land in their CAD account balance. Even though both balances are set up to payout to a ******** bank, the *** account balance must first go through a currency conversion process within Stripe. Currency conversions are subject to a 2% conversion fee, which must be accepted by the merchant. We note that on April 12, 2024, the Complainant agreed to the currency conversion subject to the 2% fee for the *** account balance. The funds were transferred on April ********************************************* the account successfully on April 22, 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

  04/23/2024

   
  Complaint: 21580844
  

  I am rejecting the response, but no longer need help for a solution. As mentioned in stripe's response they offered the 2% conversion fee, which I have mentioned several times already. I was offered it from several different agents and did not receive this as a solution. A "specialist" team was allegedly looking into this, but I never received a response about the progress. I decided to take matters in my own hands, as I received no proper help and poor communication. I went to my bank (Scotiabank) to open up a USD account and hoped that it could work that way. The funds were able to transfer and *********** were the ones that converted the funds in CAD for me. I noticed after I received the funds, that I received an email from square saying "they're still looking into the matter to convert the funds". Had I not opened a new account, I am convinced from that email they still wouldn't have helped me. Hopefully stripe can take this as a learning experience to be better at communication and customer service. I will be deactivating my stripe account and not working with this company again.

   

   

   

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

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  HI My Stripe account has been deactivated without any prior notice in 2023, even though I respected every policy, and violated none.I tried to ask many times the support to re-activate my account, as there has obviously been an error of judgment, and my account does not pose any financial threat whatsoever. But I did not get any reply from them, in months!I am asking now to release my remaining funds ASAP (********), and re-activate my account that is fully verified too. Here is my account ID : ********************* Thanks in advance,*******

  

  Business response

  04/22/2024

  We note that the Complainant is a Great Britain merchant subject to Stripe Payments UK ***** entity, and therefore outside scope of the BBB. In order to comply with UK regulations, we have confirmed that Stripe has already issued a final response to the Complainant directly to address their concerns. Lacking new information not previously presented, Stripe will not take further action on this matter.

  Customer response

  04/23/2024

   
  Complaint: 21581382
  
  I am rejecting this response because:

  They do NOT reply to our emails, and as you can see on the screenshot attached, 2,215.07 remain to be transferred to our bank account, and have been exceeded the legal deadline for the withholding of funds.

  We ask Stripe to kindly let us withdraw our funds immediately, as our account do not pose any threat (not a single dispute in the last 3 months).

  Regards,
  
  *********************************

  

  Business response

  04/23/2024

  We note that the Complainant is a Great Britain merchant subject to Stripe Payments UK ***** entity, and therefore outside scope of the BBB. In order to comply with UK regulations, we have confirmed that Stripe has already issued a final response to the Complainant directly to address their concerns. Lacking new information not previously presented, Stripe will not take further action on this matter.

  

  Business response

  04/23/2024

  We note that the Complainant is a Great Britain merchant subject to Stripe Payments UK ***** entity, and therefore outside scope of the BBB. In order to comply with UK regulations, we have confirmed that Stripe has already issued a final response to the Complainant directly to address their concerns. Lacking new information not previously presented, Stripe will not take further action on this matter.

  Customer response

  04/24/2024

   
  Complaint: 21581382
  
  I am rejecting this response because:

  They do NOT reply to our emails, , 2,215.07 remain to be transferred to our bank account, and have been exceeded the legal deadline for the withholding of funds.
  We ask Stripe to kindly let us withdraw our funds immediately, as our account do not pose any threat (not a single dispute in the last 3 months).

  Stop replying the same automatic message, what is this? You are illegally withholding our money, even though the initial expiration date has long been exceeded.

  Regards,
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Stripe *** allowed someone to use my SSN fraudulently to open an account an receive funds while not claiming them on their taxes. They sent the *** a 1099k claiming we received $40,132 from them. They will not give us any information on the transactions or where this money went. They still hold us liable even though the address used and bank account used were NOT mine and it was under a different name. They are stalling when they are asked for information. And even though they know now that this account was fraudulently made, they have refused to rectify the situation by I forming the *** that this was identity theft. A report has been filed about identity theft as well. This business has horrible practices and does not Vet their account holders. They allow criminals to move and steal money while using an social security number they want!!!!

  

  Business response

  04/17/2024

  Below is Stripe's Response to the complaint submitted by **********************;(herein referred to as the "Complainant") on April 13, 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 ** 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 issue raised in the complaint was addressed by Stripe Support on February 9, 2024, however, the Complainant has not responded to our request for additional information. It is possible that they have overlooked Stripe Support's address of this matter. We take this opportunity to reiterate its message. We will need a copy of the 1099-K issued by Stripe, the ** theft report to the ************************* and a police report (if reported). You can provide this information to ******************************** at their earliest convenience.
  
  
  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

  04/18/2024

   
  Complaint: 21572810
  
  I am rejecting this response because:
  I have given the company EVERY piece of information that they have asked for including the identity theft report. They have continuously refused to take care of my complaint and remove the 1099k from my tax account. They also let this person use a SSN that was mine and they did NOT give my identification other than my SSN. They did not properly vet and process the person responsible! I have every piece of communication I've had with STRIPE and they talk in circles! They have shady business practices and there gave been multiple complaints against this company supporting fraudulent accounts using stolen SSN!!!!

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

  

  Business response

  04/19/2024

  In reviewing the Complainant's email thread with Stripe's Support team, it notes that Stripe requested their 1099-K or IRS letter on February 9, 2024. The Complainant did not reply with this information. In order to further assist the Complainant, they will need to follow up to that email chain with the requested information.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom It May ********* am writing to express my frustration and disappointment with the lack of communication and resolution from Stripe, regarding an issue with my account.On March 26th, 2024, my account with ******************** was closed. Since then, I have been attempting to establish communication with Stripe in order to resolve a matter concerning the holding of $18,000 of my company's funds. Despite my numerous attempts to reach out, I have not received any responses from the company.On March 28th, 2024, I was informed by Stripe that refunds would be issued within 5 business days. However, it has now been two weeks since that assurance was given, and there has been no progress or update on the situation.I have made multiple attempts to contact Stripe via email on the following dates: 4/3, 4/4, 4/5, 4/8, and 4/9, and still havent received a response.The issue at hand is vital to the operation of my business, and the inability to access these funds is causing significant disruption. I have followed all necessary steps to ensure compliance with Stripe's policies and regulations, yet I have not received any guidance on how to proceed in order to have the funds refunded to their original account or allow me to payout the funds to my account.At this point, I am simply seeking a resolution so that I can continue conducting my business without further interruption. I urge Stripe to prioritize this matter and provide me with the necessary assistance to resolve the issue promptly. Thank you for your attention to this matter.

  

  Business response

  04/17/2024

  Below is Stripe's Response to the complaint submitted by *************************** (herein referred to as the "Complainant") on April 12, 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 May 25, 2023 under the name "ASSET PROS" at thorassetprofessionals.com. 
  
  
  We take this opportunity to reiterate the email communication provided to the Complainant on march 26, 2024 by email. Our records indicate it was read by the Complainant. We uphold this communication as an accurate statement regarding the account balance. As a precautionary measure, we will no longer be able to accept payments for Asset Pros. We will also begin issuing refunds on card payments on March 31, 2024, although they may take longer to appear on the cardholders statement. If there are insufficient funds on your account to cover any refunds, those refunds won't be processed. Any outstanding funds will not be available to you in accordance with Section 5.6 of the Service Terms for Stripe Payments [******************************************#services-terms] Because the balance on the Stripe account is not sufficient to cover all refunds, the funds remain on the account and will not be made available for 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

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Frustrated with Stripe's Unfair Treatment and ************ I feel compelled to share my disappointing experience with the company. Despite providing all necessary documentation and undergoing multiple verifications, my business continues to be targeted unfairly.We have diligently registered our business, obtained an active EIN, maintained a functioning website, and meticulously input all our credentials into Stripe's interface. However, we are consistently singled out and subjected to repeated verification requests. This ongoing scrutiny is not only unnecessary but also detrimental to our operations.One of the most frustrating aspects of our experience with Stripe is their inadequate instant payout policy. Despite our average transaction size being $3000, we are only allowed instant payouts of $250. This limitation severely hampers our cash flow and inhibits our ability to operate efficiently.Furthermore, our attempts to address these issues with Stripe's customer support have been met with silence and indifference. Despite numerous requests for clarification and resolution, we have received no meaningful response.As legitimate business owners, we simply seek fair treatment and the ability to access our funds without unnecessary obstacles. We implore Stripe to review their policies and practices to ensure that all their users are treated fairly and provided with the support they need to succeed. Until then, we are left feeling frustrated and neglected by a company that we once trusted.and now April 11th, my account has been locked and asked for more verification documents which I provided prior, not giving me any notice but looking the payouts. So instead of receiving our funds today as a business we are now having to figure out last minute how to cover friday's bills as the lock is effecting it. Im asking for my account to be restored as soon as possible this is not good for our business to have to keep fighting our processor.

  

  Business response

  04/17/2024

  Below is Stripe's Response to the complaint submitted by ********************* (herein referred to as the "Complainant") on April 11, 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 26, 2024 under the name "The boring business llp" at **************************************************;
  
  The Complainant's account currently has a daily Instant Payout limit of $250. Stripe has reviewed the Complainant's account as a result of this complaint and determined that it is unable to increase their limit at this time. The Complainant is welcome to reach out to Stripe's Support team via support.stripe.com/contact to have limit reassessed in the future.
  
  While Stripe is unable to increase their Instant Payout limit, the Complainant may continue to send Instant Payouts up to $250 and receive their remaining balance via Stripe's standard payout schedule for their account.
  
  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

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a small business as a cosmetic tattoo artist. A client scheduled then cancelled. my policy is if cancellations are less than 72 hours in advance, it is 50% of the service total plus 3-% processing fee as well as non refundable booking fee. my policy is directly above where clients book. ******************* cancelled less than 72 hours before her appointment, I advised it will be a cancellation fee. She said she did not know even though she has full access to my public website. I submitted all of the information necessary to stripe and they still allowed ****** to get her money back. I had to pay additional fees for processing the funds. therefore I lost money because of a client's lack of due diligence and a processing company that doesnt care about their clients businesses. I rarely had disputes, but when I did, I would always lose. I looked the the report and it said I never uploaded anything. Which was absolutely false. Stripe has cost me money and did not protect me as their client. this was extremely unfair. I would like to be refunded completely for $200 OR at least the processing fees I was charged.

  

  Business response

  04/15/2024

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

  04/16/2024

   
  Complaint: 21553583
  
  I am rejecting this response because:

  
  I have closed my account due to ******************** not protecting its customers. Disputes are rare, but when they occur, I am charged and told I never provided the proper documentation when I provide every detail possible. Since you cannot locate anything, then it should be easy for my bank to refund me and I can predict Stripe fighting it and suddenly coming up with documentation. I am extremely disappointed in the lack of efforts to resolved this issue.

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

  

  Business response

  04/17/2024

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They are refusing to make adjustments to my account. I have verified all information they have asked, and verified my identity. I need to be given access to my account and have been getting the run around since November. Now, I am unable to access my pay that I am working for, via clipboard health. They promised a resolution within 72 hours and have yet to do so.

  

  Business response

  04/15/2024

  Below is Stripe's Response to the complaint submitted by ***************************;(herein referred to as the "Complainant") on April 9, 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 for a Stripe account using Clipboard Health as their controlling platform on November 16, 2022. As controlling platform, Clipboard ***** is responsible for all its customer service. ********************'s responsibility is to process payouts at the direction of Clipboard Health.
  
  
  Our records indicate the Complainant contacted Stripe on April 10, 2024 regarding access to their account. Same day, ******************** Support responded that it appeared the Complainant worked with Clipboard Health directly on this to successfully activate their bank account on April 9, 2024. As such, Clipboard Health has directed that all future payouts be processed to that bank account and the next upcoming payout was scheduled for April 11, 2024. We recommended that the Complainant contact Clipboard Health, as they are mainly in charge of your payout settings (payout schedules, charge types, etc.) and assist you in getting your payout sooner, and provided their direct contact information. We can confirm that payouts are flowing as expected.
  
  Going forward, we urge the Complainant to work through their controlling platform to avoid delays or elevated frustration on their part. For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this account.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took money from my clients and did not forward to me!!! Keep giving bogus excuses!!! Over $19000 of my money I consider Stolen at this point and they are telling me some idiotic thing like well you can see it online?

  

  Business response

  04/17/2024

  Below is Stripe's Response to the complaint submitted by ***********************;(herein referred to as the "Complainant") on April 8, 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 March 12, 2024 under the name "*******" at www.thecdllab.com.
  
  We take this opportunity to reiterate the email communication provided to the Complainant on April 9, 2024 via email. Our records indicate that the email was clicked by the Complainant. We uphold this communication as an accurate statement regarding the account balance. Weve found that it presents a high level of risk for customer disputes.As a precautionary measure, we will no longer accept payments for *******. In order to cover any disputes or unforeseen refunds on your account, we also need to pause payouts to your bank account until August 7, 2024. If there is a remaining balance will be available at the end of this period, a finalpayout will be initiated per your payout schedule however the Stripe account will remain closed.
  
  
  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

  04/18/2024

   
  Complaint: 21546088
  
  I am rejecting this response because:
  
  As a business we are a school and more so we accept all payments in person, we also have copies of ids from clients all of which was provided to you !! It is unethical and unacceptable for you to basically steal my money and make money of it for a period of 120 days I do not accept this! You can charge me for any chargebacks that do occur, hold my money for 11 days as financial institutions often do because I am a new client but this is unacceptable!!! You are thieves!!!
  Sincerely,
  
  ***********************

  

  Business response

  04/18/2024

  Stripe upholds its prior response to this complaint as an accurate reflection of our stance. There are not additional steps we can take regarding this matter.

  Customer response

  04/18/2024

   
  Complaint: 21546088
  
  I am rejecting this response because:
  

  I don't want to do something is not a response they are Thieves plain and simple!!!!!!

   

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

• Initial Complaint

  04/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Stripe regarding the unauthorized closure of my account for ************* Advertising LLC.On 04-08-2024, I received notification from Stripe stating that my account had been closed due to unauthorized payments. It is important to note that these unauthorized payments were not initiated by me or any authorized representatives of ************* Advertising LLC. It appears that an individual with malicious intent utilized stolen card information to make these transactions without our knowledge or consent.Despite our efforts to maintain the integrity and security of our payment processes, Stripe closed our account without providing an opportunity for us to address the situation or appeal the decision. This sudden and unilateral action has had significant repercussions for our business, disrupting our ability to process payments and serve our customers effectively.As a reputable payment processor, I believe that Stripe has a responsibility to conduct thorough investigations and provide due process to its customers before taking such drastic measures. The lack of communication and transparency in this matter is deeply concerning and has left us with no recourse to address the situation.Furthermore, the closure of our account has resulted in financial losses and reputational damage to our business. We have been unable to fulfill customer orders, process refunds, or access funds held in our Stripe account, which has had a detrimental impact on our operations and credibility.I am requesting that the Better Business Bureau intervene in this matter and facilitate a resolution between ************* Advertising LLC and Stripe. Specifically, I am seeking reinstatement of our Stripe account, compensation for any financial losses incurred as a result of the account closure, and assurance that appropriate measures will be taken to prevent similar incidents in the future.

  

  Business response

  04/09/2024

  Stripe addressed this complaint in BBB 21521779. We uphold that decision so we refer the Complainant back to our prior response. Though it is not favorable to the Complainant, the decision provided is final. 

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