Important information
- Customer Complaint:BBB’s file for Stripe, Inc was created in July 2012. A review of complaints was completed in March 2025. Complaints on file concern issues with the release of funds and account suspension and/or termination of accounts.
BBB encourages consumers to review the company’s links below with information about payouts and payout delays. For information about termination and suspension of accounts, BBB suggests consumers to review the United States Stripe Services Agreement, specifically section 6.1.
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
https://stripe.com/legal/ssa section 5.2 holding funds and section 6.2 suspension and survival of accounts.
Complaints
Customer Complaints Summary
- 1,543 total complaints in the last 3 years.
- 554 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:10/30/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Stripe abruptly closed my verified business account (*********) without any explanation or prior notice, despite nearly four years of compliant operation and excellent customer ********** company, *********, sells consumer products (eyewear and grooming devices) through our websites:[***********************][*****************************]Over this period, we processed nearly 500 legitimate customer orders with only 8 refunds and 2 disputes a very low dispute ratio showing strong business integrity and customer *************** September, ******************** suddenly deactivated our account. When I contacted support, I received the following reply on Monday, September 8 from a representative named ****:I appreciate providing additional context about your account. Allow me to check on this. Jumping right in, I just wanted to let you know that my team and I are still reviewing your account, and we should be back in touch as soon as we're done. In the meantime, please let us know if you have any questionswe're here to help.Since then, despite multiple follow-ups and providing all requested documentation and screenshots, I have not received any response or resolution. This has caused serious disruption to my business operations and revenue.I am requesting the BBBs assistance in urging Stripe to:1. Reopen my business account or provide a clear, factual reason for the closure.2. Ensure timely communication and transparency in resolving this ******* business has always complied with Stripes terms, and I am seeking fair treatment and *******************: ********* Email: [*************************************](mailto:*************************************)Websites: [***********************](***********************) / [*****************************](*****************************)
Business Response
Date: 10/31/2025
We note that the Complainant is based in *************, meaning that they are subject to Stripe's 'Stripe ***************' 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.Initial Complaint
Date:10/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Oct 10th, 2025, I paid an invoice to a South Carolina contractor through Stripe credit card processing using my **************** to do work in my home. The charge was approved and transmitted to Stripe on Oct 11th 2025 but the funds were never deposited in the merchant (contractors) account. The amount was $9,660. Both myself and the merchant have contacted Stripes email customer service multiple times with no resolution or explanation. They just keep saying the money is there, but we have a statement from the ************** that it was never deposited. Essentially Stripe has stolen or lost the money and is giving both of us the runaround unwilling to do the work to find it. I have since disputed the charge on my credit card but that could take 90 days to resolve and the contractor cant work without getting paid.The invoice # with stripe is: JZX418R6-003 AMEX CC transaction ID: ******************Business Response
Date: 10/30/2025
To clarify, Stripe is not the merchant and is not held responsible for the customer service administered by its users. In order for the Complainant to get a refund or update on their purchase, they will need to contact the merchant directly or their bank if the merchant is unresponsive. If the Complainant is unaware of who charged their card, they should utilize the following resources found in Stripes support documentation:
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******************************************************Customer Answer
Date: 10/30/2025
Complaint: 24082575
I am rejecting this response because the merchant didn't recieve the money I paid to her through stripe because stripe lost the money. **** has confirmed payment, merchant has confirmed they didn't receive it. The merchant has demonstrated documented proof of this with a statement from their bank. Stripe refuses to investigate and prove where the money is so my complaint is with STRIPE. Stripe must find the money as they have lost it or stolen it.
Sincerely,
******** *****Business Response
Date: 10/31/2025
Stripe has no further information to share with the Complainant outside of its final response issued on October 30, 2025.Customer Answer
Date: 11/03/2025
Complaint: 24082575
I am rejecting this response because the money is still missing, but don't worry I have filed complaints with every bureau that regulates your licensure so I am sure at some point you will take care of this before the authorities require you to.
Sincerely,
******** *****Initial Complaint
Date:10/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My business was hit with a levy from the ***, Franchise *********************************. The amount for the withholding was just over $3240 or there about. As of right now, Stripe has apparently already sent out a payment of $1899. I currently have another $2400+ on hold with them that they refuse to release the adjusted amount. I have exhausted every avenue available to me trying to resolve this, including having my *** from the **** *****, reach out to them to notify them that they are not supposed to hold any more funds above the amount of the levy. Stripe absolutely refuses to release my funds and sent me a response stating that my ne t dispersement will be on January 23, 2026. I will lose everything I have if this goes until then.Business Response
Date: 10/31/2025
Stripe confirms that it has received the complaint filed on October 29, 2025, 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
Date:10/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have an account with ********************. They one day decided to close my account without giving me details as to why the account was closed. I had a balance of 2000 AUD and they have failed to refund my balance. My emails to them go an answered. The account was closed January 2024Business Response
Date: 10/30/2025
We note that the Complainant is based in *********, meaning that they are subject to Stripe's Stripe ************************** (SPAPL) 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.Initial Complaint
Date:10/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
******** has access to my checking account with my bank and I need to revoke that access as I don't consent to their access! They do not provide a fraud department phone number on their website as they are clearly committing fraud.Business Response
Date: 10/23/2025
Unfortunately, we are not able to locate any accounts registered to the Complainant as Company Representative. Stripe requests that they resubmit their complaint via ********************************************************************** 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.Initial Complaint
Date:10/22/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was trying to make a payment to a place *************** and they use this STRIPE/LINK and I seen all the crypto and digital things AFTER I had went to a smaller window and there was no confirmation of anything. Then I seen in my email all the things about digital wallet and I was like no way. Then it said in order to delete a account I had to go to their web site. I never created a account with **********************/LINK . Why are they trying to use my data when they are a pass through for another company? I went back to *********** and deactivated the *********** user account because I did not want any of this digital ID nonsense. I am not happy with they way the agent shut down the chat and the way their web site refused to allow me to remove what ever info they had because a hour had not even passed. Then the agent shut the chat between us off and said in a email there must have been a internet issue how convienint . I just pray that my CU blcked their attempt to get the *****. After seeing all the complaints here I am not going to be sleeping very well until I go and cancel that debit card.Business Response
Date: 10/23/2025
Stripe confirms that it has received the complaint filed on October 22, 2025 , 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 Answer
Date: 10/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *********Initial Complaint
Date:10/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Stripe cancelled our account without warning. (We are a small **** startup with paying customers). We had one billing dispute, which was a customer error that the bank ruled in our favor. They presently hold $915.65 and will not release the funds. Their support will not talk to us, will not provide any information at all.We demand a full release of our existing funds now. If you're going to cancel our account, give us our money.Business Response
Date: 10/22/2025
Stripe confirms that it has received the complaint filed on October 21, 2025, 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 Answer
Date: 10/22/2025
Complaint: 24042794
I am rejecting this response because:- We had a single chargeback that was resolved in our favor, we had various customers enrolled on our annual plans and one on a monthly plan for our SaaS. Your policies are your policies, however we did nothing wrong and were never at risk of losing any capital. Holding our funds for 6 months is unacceptable. Release them now. This is extremely hostile to small businesses and even worse, you provide no actual context as to WHY you considered as risk.
Sincerely,
*. ******Customer Answer
Date: 10/22/2025
My full name is '*** ******', representing *************.Business Response
Date: 10/23/2025
Stripe has no further information to share with the Complainant outside of its final response issued on October 22, 2025.
Customer Answer
Date: 10/23/2025
Complaint: 24042794
I am rejecting this response because:This is a dishonest and negligent response on Stripe's part and I want others to be able to understand our experience. Stripe stole from our small business, provided no reason as to why, and is holding our funds for 6 months, despite not a single chargeback on our account (the one chargeback was a misunderstanding, the customer admitted it, and bank sided in our favor).
Sincerely,
*** ******Business Response
Date: 10/24/2025
Stripe has no further information to share with the Complainant outside of its final response issued on October 22, 2025.Customer Answer
Date: 10/27/2025
Complaint: 24042794
I am rejecting this response because:Stripe is engaging in theft.
Sincerely,
*** ******Initial Complaint
Date:10/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I rent my house through *************, ************************************. I use ****** to manage my rental. ****** uses Stripe as their payment processor. After inquiring with ****** why my tenants rental payment had not process, I was informed that a lien had been placed by ********* against my Stripe account. After email and phone conversations with *********, they had no record of a lien against the company or myself. Stripe, after multiple emails, finally sent the lien notice to Zillow who passed it on to me. The lien notice was for a completely different company and individual. I have sent multiple emails to Stripe informing them of this and the fact they didn't do their due diligence to ensure the lien was against the correct account. Instead of any resolution, I keep getting the same email response which does not address any of the questions in my ******** it stands, I cannot get any rental payments from my tenants due to Stripe's failure to follow through with verification of the lien notice and the failure to answer my emails. All I need is for Stripe to compare the names on the lien notice to my account so they realize it's incorrect and unfreeze my account. Respectfully,***** *******Business Response
Date: 10/21/2025
Stripe confirms that it has received the complaint filed on October 20, 2025, 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
Date:10/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I used stripe as a invoice service for my own business, I run a small time moving company. I moved a older couple from ******************** to ************** and they paid me 1250 through stripe the next day stripe closed my account and sold me that my business is high risk and closed my account. there is no number to call there is no customer support they have stolen ****************************************************************************************************************************************************************************** the hole I basically just moved someone 12 hours away for freeBusiness Response
Date: 10/20/2025
Unfortunately, we are not able to locate any 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.Initial Complaint
Date:10/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Stripe has held $1,158.09 in my account since April 7, 2025, showing Charges and payouts are paused. Despite multiple attempts to contact support, no explanation or resolution has been provided. I am requesting immediate release of my available balance or a formal written reason for the hold.Business Response
Date: 10/19/2025
Stripe confirms that it has received the complaint filed on October 17, 2025, 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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