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:10/03/2022

  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.

  Opened a new account with Strip via XERO the accounting software not long after we set up the new company. We collected two payments from clients for services we are licensed to provide, namely finance broking. We were contacted by *************************** an outbound business associate of Stripe, to promote their services, however a week later we received an email stating they were restricting the account, I forwarded this off to ******, who said he would investigate. A week later when I got the second such email and completed their online form, I called ****** who said he had escalated the issue and had confirmation that they have reviewed our website and approved it. Not long after another email from STRIP saying they would not pay out on any funds they had collected, for some violation of their policies. Have sent them a copy of the licence under which we operate at the highest level. They have no process to speak to anyone and cannot differentiate a legitimate, licensed and insured business. I have removed them from our payment options.

  

  Business Response

  Date: 10/05/2022

  Below is Stripe's Response to the complaint submitted by *************************** (herein referred to as the "Complainant") on October 5, 2022.
  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 https://stripe.com/legal/ssa.
  
  [1] https://stripe.com/payments
  
  Merchant Account Overview
  
  The Complainant submitted an account with Stripe on August 1, 2022 under the name "Borrower First ******** at www.borrowerfirst.com.au. Stripe processed payments for the account owner until September 14.
  
  During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. Specifically, Stripe cannot process payments for lending services, per its Prohibited and Restricted Business list https://stripe.com/legal/restricted-businesses. On September 14, 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 Stripes Services Agreement:
  
  https://stripe.com/legal/ssa#termination
  
  All funds have been paid out to the Complainant as of August 8, 2022.
  
  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 Services Agreement in the handling of this merchant account.

• Initial Complaint

  Date:10/03/2022

  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.

  My business used stripe for active days to collect payments because a lot of high risk orders coming in which led to disputes Stripe shut our account down, which totally reasonable we understood so they told us we had to wait 120 days and that on October 2nd this would mitigated and 100% of funds would be returned they just kept it for future disputes, I kept frequently checking my dashboard over the months to make sure everything was going correctly, and it looked like it was we worked with them gave them all the information they needed, and yesterday on October 2nd I check my dashboard and all of my reserve funds are gone now and all it has is a specified amount of much less than the reserved funds that says is estimated to be payed out but the expected date keeps changing. I have emailed them since yesterday no response. I checked my payments theres no transaction history of where the reserved funds went. I dont know if this is some sort of scam they pull on their customers.

  

  Business Response

  Date: 10/05/2022

  Below is Stripe's Response to the complaint submitted by *************************************** (herein referred to as the "Complainant") on October 5, 2022.
  
  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 https://stripe.com/legal/ssa.
  
  [1] https://stripe.com/payments
  
  Merchant Account Overview
  
  The Complainant submitted an account with Stripe on May 25, 2022 under the name "ORBEEZBLAS" at orbeezblaster.com. Stripe processed payments for the account owner until June 4.
  
  During a routine review, Stripe determined that the Complainant's business was at a high risk of losses. On June 4, Stripe contacted the Complainant, informing them that we would no longer be able to support their business as we are unable to accept payments for businesses we determine to be at high risk for losses, as outlined in Stripes Services Agreement:
  
  https://stripe.com/legal/ssa#termination
  
  Reserve Terms
  
  In order to mitigate future losses to Stripe as a result of chargebacks or refunds on the Complainant's account, the following reserve was set in place:
  
  100% of their balance will be held for 120 days, until October 2, 2022
  
  Stripe has additional information regarding reserves available via its support documentation:
  
  https://support.stripe.com/topics/reserves
  https://support.stripe.com/questions/reserves-faq
  
  As the reserve has expired, the Complainant's payouts have been enabled so that they may receive their final payout. This will be sent to them on October 7.
  
  For the reasons explained in detail above, Stripe acted in accordance with its Services Agreement in the handling of this merchant account.
  
   

• Initial Complaint

  Date:10/02/2022

  Type:Billing Issues
  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.

  Stripe has done this the 5th time in a row, they emailed us to provide proof of business and to give invoice of transactions that occurred through the payment processor. After we submitted everything they said they will close the account because there is a risk of disputes occurring. All our clients have thanked us and we have had no disputes at all in the last 3 years of doing business. Our main business is helping people start their own online business by giving them consultations and guiding them on doing such an incredible way. We would like to make sure they don't close our account and they are holding our money because of this and we want to get that back as well

  

  Business Response

  Date: 10/06/2022

  Below is Stripe's Response to the complaint submitted by *********************** (herein referred to as the "Complainant") on October 6, 2022.
  
  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, *** 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 https://stripe.com/legal/ssa.
  
  [1] https://stripe.com/payments
  
  Merchant Account Overview
  
  The Complainant submitted an account with Stripe on May 14, 2022 under the name "RB prime" at https://amazonalphascoaching.*********.com/courses/amazon-alphas-academy.
  
  During a routine review, Stripe identified signals that led it to believe that the Complainant's account *** have been in violation of Stripes Services Agreement. 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 September 30, Stripe reached out to the Complainant to let them know about its concerns and that it could no longer support their business. At that time, Stripe closed the Complainant's account.
  
  The closing of this account is in accordance with the following section of Stripes Services Agreement:
  
  https://stripe.com/legal/ssa#termination
  
  Stripe has taken this opportunity to further review the state of the Complainant's account. Upon further investigation, Stripe has determined the account is supportable. In light of these findings, Stripe has reinstated this account; the Complainant is welcome to continue using Stripe and should find that their account will function normally. Stripe apologizes for any inconvenience that this has caused the Complainant.
  
  For the reasons explained in detail above, Stripe acted in accordance with its Services Agreement in the handling of this merchant account.

  Customer Answer

  Date: 10/07/2022

  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

  Date:10/02/2022

  Type:Billing 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 sent an invoice to a client using ******* though I have no credit card payments accepted, some how stripe had attached secretly a pay with credit card form..forms... the client paid using it though I have no account.I've contacted stripe multiple times with no resolution on reversing charge or why they accepted it seeing I have no account.They are now holding his funds hostage, and saying they are going to charge 107 dollars to reverse the charge.

  

  Business Response

  Date: 10/06/2022

  Below is Stripe's Response to the complaint submitted by ********************* (herein referred to as the "Complainant") on October 6, 2022.
  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 https://stripe.com/legal/ssa.
  
  [1] https://stripe.com/payments
  
  Merchant Account Overview
  
  The Complainant submitted an account with Stripe on September 20, 2022 under the name "JC Racing" at imperiumbattery.com. Stripe processed payments for the account owner until September 20.
  
  During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. 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 September 20, 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 Stripes Services Agreement:
  
  https://stripe.com/legal/ssa#termination
  
  Given the high risk of losses associated with the charges on their account, Stripe is unable to release these funds. Stripe has reviewed their account again in light of this complaint and determined that it is not able to take further action here.
  
  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 Services Agreement in the handling of this merchant account.

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18155613
  
  I am rejecting this response because:
  I had never approved Stripe to accept any c.c. payments, I have never even heard of this company before it some how attached itself as a payment method to my invoice with out my authorization.

  Then they forced me to setup an account so that I could reverse the charge, after which they denied my ability to return the clients funds and is holding his funds for 120 days.

  Luckily this client is friends of a friend and has sent a check for the batteries he is desperately 

   needing.  Never the less Stripe has acted as a pirate of funds and fraudulently imposed themselves as a payment way for my buisness.

  
  Sincerely

  *********************

  

  Business Response

  Date: 10/20/2022

  As the only charge on the Complainant's account, ch_3LjtzEGD3NqbuKJe0jxyTlmM, has been disputed, Stripe has no further funds held in the Complainant's balance.