Complaints

The 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:04/04/2025

  Type:Service or Repair Issues
  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 is holding $5300 of my customer’s money hostage for $120 days. I signed up with this merchant service company to handle credit card payments over the phone. Well, stay far away. I have run a total of 6 payments through them. Two in the first couple weeks, and then 4 payments in two days. They informed me after doing the 4 payments in two days that they were suspending my account and would be holding the funds for 120days. Totally almost $5300. Not only did they suspend my account, but after a customer called in to cancel their order, I cannot now even refund my customer! Yes, Stripe will NOT allow me to refund the customer! They claim that after only 6 payments, that I am a “high risk” and want to hold the funds in case there is a dispute or charge off. I haven’t had a dispute or charge in well over a year and have been in business for over 18yrs. I have a 800 credit score as well. This is absolutely ridiculous. No notification other than an email. No request for additional documentation, just an email at 9pm informing me that my account was suspended and I was no longer able to accept payments. And now, I cannot even refund my customer/s. They will not talk to anyone over the ohone, only emails and refuse to answer my questions as to why I am considered high risk. After readimg numerous complaints about the same thing on ******, my only recourse is to file a complaint with the BBB, ******* ******** ******** *** ******* ******* *********

  

  Business Response

  Date: 04/08/2025

  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.

  Customer Answer

  Date: 04/08/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  Stripe emailed me directly this morning saying that they received the BBB complaint on my account. So, their claim that they cannot locate an account is completely false. But, just for reference, My business’ name is ******** *******
  
  Sincerely,
  Scott C*********

  

  Business Response

  Date: 04/09/2025

  Stripe has no further information to share with the Complainant outside of its final response issued on April 9, 2025.

  Customer Answer

  Date: 04/09/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  They have not addressed why I wasn’t able to refund my customer. There is zero accountability on their end at all. No answers,, no apology, no customer service at all. I even gave business info and address and they refuse to answer why they shut off my ability to refund a customer. That is very likely illegal business practice which is why they refuse to answer it. 
  

  please review the email your company sent me immediately AFTER you “couldn’t locate my account”. I have attached it so you can review it. 

  
  Sincerely,
  
  Scott C*********

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  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 keep over 15,000$ of our money and they did not want to return our money they also dont answer phone calls or emails and they keep giving us false information and lies we would just like our money back

  

  Business Response

  Date: 04/04/2025

  Stripe confirms that it has received the complaint filed on April 03, 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:04/02/2025

  Type:Product Issues
  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 am writing to formally express my ongoing concern regarding the permanent closure of my Stripe account and the withholding of my funds, which occurred around March 10, 2025. Upon discovering this action, I immediately contacted Stripe to obtain clarification on the matter. Initially, I was informed that all customer payments would be refunded within five business days following the closure of my account. However, I requested that these refunds not be processed, as I had already delivered the products to the customers. The representative I spoke with agreed to delay the refund process for further review, which I appreciate.After two weeks without any update, I followed up and was informed that my case had just been escalated to higher-tier support. Then, on March 26, 2025, I received an email stating that Stripe would neither process the refunds nor remit the balance to my bank account, citing Section 5.6 of your legal policy. Upon reviewing your policy, I found that there is no Section 5.6. This discrepancy was pointed out to Stripe, but I have yet to receive a response or any further clarification on this matter.Despite my multiple follow-up attempts, Stripe has not provided any meaningful communication, and all tickets I open are closed within 24 hours without a response or explanation. I have requested further clarification and resolution of this issue, including the option to remit the funds directly to my bank account, as I have already fulfilled my obligations to the customers.Given the lack of communication and resolution, I have informed my customers that access to their products may be revoked, and as such, Stripe is required to process refunds for undelivered products as is their right under applicable law.I am requesting that the account balance be remitted to my bank account, or that ******************** processes refunds to my customers as the customers access to the products will be revoked if Stripe does not offer a solution.

  

  Business Response

  Date: 04/04/2025

  Stripe confirms that it has received the complaint filed on April 02, 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:04/02/2025

  Type:Service or Repair Issues
  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.

  Can not use Card Reader sent to me by stripe. Was sold goods I can not utilize for business. Discussed urgency of having issue corrected before opening office. Have contacted their company twice and was told that I can not talk to supervisor via phone or get issue resolved by end of day.

  

  Business Response

  Date: 04/09/2025

  Stripe confirms that it has received the complaint filed on April 2, 2025 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

  Date:04/02/2025

  Type:Service or Repair Issues
  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 was using Stripe to process payment thru Legal zoom. They put my account under review on 3/26 causing my payments to be held up. I contacted them immediately and they told me the issue was resolved and to continue using Stripe for my payments. They turned around and put my account under review again immediately for the same reason(my website wasn't setup yet). Now they tell me I have to wait 2-3 business days and there's nothing else they can do. I should've listened to the reviews online as there are tons of small businesses that have had the same problems. I just want my money that's owed to me and my account with ******************** Closed.

  

  Business Response

  Date: 04/04/2025

  Stripe confirms that it has received the complaint filed on April 02, 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:04/01/2025

  Type:Product Issues
  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 continues to randomly request verification for several things. I do not mind providing the information, however they request the day of payouts and withhold the funds! The money that was supposed to be transferred to my bank account ends up delayed for a day or two costing me thousands in potential business!!! Their support team is quite the opposite. They make promises of emails and phone calls and you get nothing. I have called back 6 times in one day, they refuse to escalate my issue or have the “review” team give me any answers whatever you do, DO NOT USE THIS SERVICE!

  

  Business Response

  Date: 04/03/2025

  Stripe confirms that it has received the complaint filed on April 01, 2025, 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

  Date:04/01/2025

  Type:Service or Repair Issues
  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.

  **** issued 2 payments to an old company account (**** ******* ***) on March 27th via the **** associated stripe account in the amounts of $12,118.00 and $2,223.72. The Funds were reversed by *** bank on March 31st. **** is requesting documentation and verification from Stripe Inc. I have been unable to reach a live representative and resolve this issue or obtain any documents tracing and showing this accounting. I am requesting this documentation and proof that these payments have been reversed and sent back to **** or resent to the correct updated stripe account.

  

  Business Response

  Date: 04/08/2025

  Stripe confirms that it has received the complaint filed on March 31, 2025, 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

  Date:03/31/2025

  Type:Product Issues
  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 am writing to formally complain about Stripe’s refusal to release my funds totaling $2,186.60, which have been locked in my Stripe account since April 2024. Stripe closed my account without explanation and has since ignored my repeated attempts to resolve the issue. Despite multiple emails and support requests, I have received no response regarding the withdrawal of my legally earned funds. According to Stripe’s Terms of Service, they may hold funds for a limited period in certain situations, but nearly one year without resolution is excessive and unreasonable. I request immediate action to resolve this matter by releasing my funds and allowing me to withdraw the full amount. If Stripe continues to withhold my money without valid justification, I will be forced to escalate this matter through legal channels, including filing a small claims lawsuit for the owed amount, along with any applicable damages and legal fees. I expect a response and resolution within 15 business days. Please confirm receipt of this complaint and provide a timeline for releasing my funds.

  

  Business Response

  Date: 04/03/2025

  Stripe confirms that it has received the complaint filed on 31 March, 2025, 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

  Date:03/31/2025

  Type:Customer Service Issues
  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.

  We have been trying to work with Stripe *** to access our account as we have not received payouts in over a year. To date we have been unsuccessful in getting any assistance from their customer service department. I need for someone in the **************** to call me at ************ so that we may resolve this issue. have contacted their support team numerous times and two different case numbers regarding this issue. One is case: ******** and the other is case number ********. I need for someone in their corporate office to call me regarding this issue. Their support have not assisted me in resolving this issue and we are now going into week three. Please help me get this issue resolved.

  

  Business Response

  Date: 04/03/2025

  Stripe confirms that it has received the complaint filed on 31 March, 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: 04/03/2025

   
  Complaint: 23138865
  
  I am rejecting this response because I have been emailing Stripe customer support for over 3 weeks with no resolution to this issue.  Stripe is not working with me to access the account and although we are still running credit cards on a daily basis the payouts are not being deposited into the account by ********************. I have requested for someone in their corporate office to call me and they have refused.  This lack of customer service this company provides is astounding.  DO NOT DO BUSINESS WITH THIS COMPANY. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/07/2025

  Stripe has acknowledged the Complainant's complaint via email. It is still investigating their complaint via email and will follow up there once that investigation is complete.

• Initial Complaint

  Date:03/29/2025

  Type:Product Issues
  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 is holding over $12 thousand in funds after they determined to close our business account with proper explanation. We are trying refund (not payout) these funds to our customer. However, because of stripe fees the balance in limbo is less than what the client paid and therefore cannot refund the money without the full balance. Stripe will not allow us to add funds into the account from our bank account to be able to process the refund and close this account. We have made multiple attempts via their support to discuss a resolution to this but all support tickets are automatically closed and there is no phone number thus we are unable to contact the company for resolution. We are ultimately seeking to be able to refund our client's payment. Account: ********************* ********* ***** ***********

  

  Business Response

  Date: 04/01/2025

  Stripe confirms that it has received the complaint filed on 29 March, 2025, 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.