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:02/13/2024

  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.

  Subject: Complaint Regarding Stripe's Failure to Release Funds After 120 Days - Account ID: ********************* Dear Sir/*****,I am writing to express my frustration with Stripe, as they assured me of releasing my funds after a 120-day waiting period, yet, despite the passing of the stipulated 120 days, they have failed to do so.The support team at Stripe informed me that my payouts would be available after the 120-day period, as of July 21, 2023. However, I have not received any payment, and my account remains restricted. The support response mentioned funds being held for potential disputes or refunds, yet there has been no clarification on the resolution of these matters.I kindly request your intervention to investigate this matter and compel Stripe to honor their commitment by releasing the remaining balance from my account. The lack of transparency and failure to address this issue promptly are unacceptable and have eroded my trust in Stripe's services.Thank you for your attention to this matter, and I hope for a swift resolution.Sincerely,

  

  Business Response

  Date: 02/14/2024

  Below is Stripe's Response to the complaint submitted by ***************************(herein referred to as the "Complainant") on February 13, ****.
  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 June 13, 2023 under the name "***************************" at ***************************;
  
  
  We take this opportunity to reiterate the email communication provided to the Complainant on January 17, **** by Stripe Support. As a reminder, the subject line of that email was "Mon compte s'est suspendu y'a plus que 4 mois et je n'ai toujours pas recu mon paiement." We uphold this communications as an accurate statement regarding the account balance. In summary, the balance which remains on the hamza ******** account, it will not be made available to the Complainant. This is in accordance with Section 5.6 of Stripe Payments under Stripe Service Terms in the Stripe Services Agreement: ******************************************#services-terms
  
  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21286738
  
  Dear Better Business Bureau,
  
  Following up on my complaint filed against Stripe, Inc., I wish to clarify certain aspects regarding their response to my complaint.
  
  Firstly, I was referred to a section 5.6 of Stripe's terms of service to justify the retention of my funds. Upon careful examination of the document on their official website, I find that there is no section 5.6. This raises questions about the transparency and validity of the arguments presented by Stripe.
  
  Secondly, I wish to express my discontent with the retention of my funds. This is money that I have earned through my work and effort. The withholding of these funds without clear and valid justification appears to be not only unethical but also potentially illegal.
  
  I would like to remind that under legal principles, particularly those concerning unjust enrichment, no one should unjustly benefit at the expense of another. Furthermore, legal provisions in financial services require clarity and justification for any action affecting user funds.
  
  Therefore, I demand that Stripe provide a detailed and documented explanation justifying the retention of my funds. In the absence of such justification, I consider this action as an unauthorized appropriation of my resources, which amounts to theft.
  
  I am determined to pursue all necessary legal means to ensure respect for my rights and the restitution of my funds. I also wish to emphasize that I am prepared to bring this matter to the attention of the media if necessary. My research on the internet reveals that I am not the only client who has experienced this type of fund retention by Stripe. There appears to be a pattern of behavior where client funds are retained without sufficient explanations or legitimate justifications.
  
  The integrity and trust are paramount in financial transactions. It is crucial that companies like Stripe act responsibly and in accordance with the law. Their failure to resolve client complaints justly should not be tolerated.
  
  In conclusion, I demand an immediate restitution of my funds and request that the Better Business Bureau acts as a mediator in this situation to ensure a fair outcome. I expect ***** and decisive action to resolve this matter satisfactorily.
  
  Sincerely,

  

  Business Response

  Date: 02/16/2024

  Stripe upholds it prior response. There are not additional steps we can take to further address this concern.

  However, the Complainant can find the section referenced by scrolling to the Stripe Payments section at the bottom of the page. There they will find Section 5.6 of Stripe Payments under Stripe Service Terms in the Stripe Services Agreement: *********************************************************

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21286738
  

  
  

  I am extremely frustrated and disappointed with Stripe's lack of transparency and apparent disregard for accurate information. After diligently searching through the provided link (*********************************************************) for Section 5.6 of Stripe Payments, I discovered that it simply does not exist!

  
  

  It is infuriating that my hard-earned money is being taken under the guise of a nonexistent section. This level of incompetence and deception is unacceptable. I filed a complaint with BBB.org to bring attention to this issue and seek resolution.

  
  

  I demand immediate clarification and resolution to this matter. Your company's actions are not only unethical but also damaging to your reputation. I expect a prompt and thorough investigation into this discrepancy.

  
  

  Sincerely,

• Initial Complaint

  Date:02/12/2024

  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.

  They are refusiung to verify my identity and thus refusing to transfer MY MONEY into my bank account.This is equivalent to theft.I'm definitely one hundred percent going to de-couple my business from Stripe, but I'm not going to just let them have my money.

  

  Business Response

  Date: 02/13/2024

  Unfortunately, we are not able to locate any accounts nor any support cases registered to the Complainant. 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.

• Initial Complaint

  Date:02/12/2024

  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 closed my account for no reason, there is not a single dispute or refund from any of our client.Stripe refunded 5 transactions by itself and holded the remaining funds with them.The support is not responding to my emails from last around 25 days, I am not sure how can I get my funds holding with Stripe.Need help.

  

  Business Response

  Date: 02/14/2024

  Below is Stripe's Response to the complaint submitted by ************************* (herein referred to as the "Complainant") on February 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 November 17, 2023 under the name "Your Design Guys LLC" at *********************************;
  
  Stripe processed payments for the account owner until January 10, 2024. 
  
  During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. On January 10, 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:
  
  ******************************************#termination 
  
  Stripe has reviewed the Complainant's account again in light of this complaint and determined that its unable to reopen it. In addition, given the high risk of losses associated with the charges on their account, ******************** is unable to release these funds. This is in accordance with Section 5.6 of "Stripe Payments" under "Stripe Service Terms" in the Stripe Services Agreement:
  
  ******************************************#services-terms
  
  While Stripe is not able to continue processing transactions on the account, this does not preclude the Complainant from signing into Stripe and accessing any of the account's existing data. 
  
  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21279485
  
  I am rejecting this response,
  Stripe clearly didn't responded how and why the transactions are of high risk.
  Also there is no point of not releasing our funds to us, we have delivered services to the clients, also there is no dispute or refund requested from Stripe from any of our client.
  We request stripe to either refund the payments to our clients or release it to us.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/16/2024

  Stripe upholds its prior response. There are not additional actions we can take to address this matter.

• Initial Complaint

  Date:02/11/2024

  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.

  On August 23, 2023 a customer sent $500 to my account and ******************** closed the account and they havent sent back the funds to the customer who is very upset about the situation after waiting months with the email they sent that the money will be available on the 23rd of December.

  

  Business Response

  Date: 02/12/2024

  Unfortunately, we are not able to locate any accounts nor any support cases registered to the Complainant. 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.

• Initial Complaint

  Date:02/10/2024

  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 use Stripe *** for financial services for my small business. -Advisement only through an email that goes to the spam folder that they need verification. A call would have been more efficient and personable.-Little clarity on efficient way to resolve matter, we are on day 4.-Making me upload sensitive information over and over again without me knowing who is seeing this and exposing my identity to risk. -I have spent 2 hours on the phone trying to resolve.-Customer service people are great, but in this matter, they do not have control over the verification process. They do their best, but they are limited in what they can do. While I understand they want to have good security measures, they froze payments after working with them for a year to verify some information. They communicate this through email, and then request a document to be uploaded, only allowing for one document. This continues a back and forth of documents not being accepted and requesting more. There is no personal touch or contact here, and no efficiency in resolving this matter. I pay Stripe to make my life easier, not more difficult. They automatically take money from each payment, leaving me with a poor service and less money.Sadly, they seemed to only react with a bit more urgency and an intent to resolve when I mentioned that I will be submitting a complaint to BBB. I did not mean this as a threat, just advising of my intent. As of this moment, this has still not been resolved.

  

  Business Response

  Date: 02/13/2024

  Below is Stripe's Response to the complaint submitted by ************;******** (herein referred to as the "Complainant") on February 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 an account with ******************** on March 31, 2023 under the name "******** Alliance LLC" at **********************************;

  
  The news of the Complainant's displeasure with our support service is disheartening. Unfortunately, the Stripe account had to go through all the verification and security protocols before full capabilities could be granted. We appreciate the Complainant's willingness to cooperate with Stripe Support through these processes. We can confirm that the account successfully completed verification, has been fully enabled, and is functioning as expected. The Complainant may track payouts and charges via their Dashboard.

  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21274584
  
  I appreciate the response but at the same time reject their response because:
  They did nothing to contact me or resolve the issue.  

  I had to continue calling to find ways to resolve the matter.  

  I was not contacted by the Stripe at any moment, rather I dedicated two more hours to finding ways to resolve and clarity the matter in order to receive verification.  

  If you notice, the message from Stripe was only sent to BBB after I was able to resolve verification with the help of a stripe team member named **** who was knowledgable and went the extra mile with me to understand and resolve.  This was after 5 days of attempting.

  Stripe was issuing my payments without a problem until they were no longer doing it, leaving me without funds and with financial consequences during 7 days, while not being able to pay urgent bills. And as mentioned, they never showed a proactive approach in dealing with my issue. 

  I want it to be clearly understood by BBB that Stripe never contacted me to resolve the matter. I respectfully request a minimus reimbursement of at least 120 USD which is the fee they take for processing the payment I was waiting for.  

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

  

  Business Response

  Date: 02/14/2024

  Unfortunately, processing fees are non-refundable. The verification process had to be completed in order to restore processing and payout capabilities. Though we understand the Complainant may not have viewed the email notifications we sent from Feb 7 - Feb 13, our records indicate these emails were sent to the email address registered with the BBB with a subject line of" [Action required] Confirm business information for BA to avoid disruption to payments and payouts", and all were clicked. The email provided instructions on how to self-service the verification. We are happy this has been resolved but decline the request for reimbursement of processing fees.

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21274584
  
  I am rejecting this response because their information is inaccurate.  I was in phone contact with STRIPE since February 9 when I realized their emails were in my junk folder. I uploaded the documents they requested every day a few times a day and the system only responded with we need more documents.  Had their verification team reached out with a more personal approach and clarity, this would have been resolved 5 days ago and would have saved me time and money.  The lack of clarity and accountability of such a powerful organization is disheartening.  Customer service did their best.  Leadership, processes and client care seem to be wanting.   Their inability to recognize small shortcomings on their part is interesting.   I would like to know how to escalate this to a **************. 

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

  

  Business Response

  Date: 02/16/2024

  Stripe upholds it prior response to this issue. The Complainant may contact Stripe directly regarding this matter by contacting Stripe Support directly from their Dashboard.

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21274584
  
  I am rejecting this response for already given reasons in other messages, however sadly, Stripe will not take ownership of their people and processes.  They have the power and we ************** need their services. There is not much one can do at this point.  I already submitted similar questions and complaints through their platform with no substantial response.  Please advise if there is any manner to escalate or offer reviews on platforms.  Thank you for your kind services.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/09/2024

  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 use a service called Furnished Finder for my short term rentals. Furnished Finder then uses ******** and Stripe to collect payments.I have been using Stripe for over a year now and for some reason my Stripe account was flagged in December 2023. I do not know why. I have called Stripe's customer service and they cannot seem to tell me why either. I've left multiple voicemails but only received a callback twice in over a month. I've sent numerous emails to Stripe support, most have gone unanswered, and the ones that have been responded to have been extremely vague and do not state why my account is flagged. *************************** (my tenant, email attached) attempted to contact Stripe support as well but received no response. There is $1,450 sitting in my Stripe account since December 2023. It needs to either be refunded to my tenant or released to me so that I can collect the payment. This has been an ongoing issue for nearly 2 months. I am attaching an email from Stripe stating that a refund was issued on January 9th. *************************** has not received the refund as of today. I attempted to get help from Furnished Finder and ********************** but they stated that it is a Stripe issue and cannot help me. This entire process has been extremely frustrating and I'd like for it to be resolved quickly.

  

  Business Response

  Date: 02/14/2024

  Below is Stripe's Response to the complaint submitted by **********************;(herein referred to as the "Complainant") on February 10, 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, *** 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 20, 2023 under the name "***********************" at *******************************************************;
  
  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. On December 19, 2023, 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:
  
  ******************************************#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 terms of service in the handling of this merchant account.

• Initial Complaint

  Date:02/09/2024

  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 began using Stripe a few months ago in conjunction with our vacation rental business. We have processed payments and received payouts without issue for a few months. This week I received an email stating that additional information was needed in order to verify my deposit account. There was no further explanation. I emailed Stripe support for further explanation. Support responded that I needed to submit a voided check or bank statement in order to verify our checking account. Further, they stated that payouts would be suspended until this information was received and verified. This was the first notice I had received indicating an issue. I submitted a voided check that matched the bank account. Support responded a day later that this wasn't sufficient because the account didn't match the business name. I then changed the account to my business account which matches the business name registered with Stripe. I then uploaded a voided check. Today support responded that the information wasn't sufficient and that I needed to again submit a voided check or bank statement. It has been over a week now and Stripe will not release my money. As you can imagine, this is a small business and withholding money owed can be devastating.

  

  Business Response

  Date: 02/12/2024

  Below is Stripe's Response to the complaint submitted by *********************************** (herein referred to as the "Complainant") on February 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 an account with ******************** on August 11, 2023 under the name "BES Properties LLC" at facebook.com/ashleyharrington. 
  
  "Know Your Customer (KYC) obligations require ******************** to verify certain information about businesses and account holders. During the time that businesses use Stripe, Stripe may need to request additional information from them. They are required to provide requested information in order for Stripe to complete its review of their account. 
  
  The Complainant may read more about the verification process here: 
  
  ************************************************************
  
  During these periods in which Stripe is requesting additional information, Stripe may suspend parts of the Complainants account, including payouts and charge creation. As outlined on the Complainant's Dashboard, they have an outstanding verification task to complete. The uploaded document they've shared thus far is not official IRS-issued documentation. Please upload a Letter 147C or SS-4 Confirmation letter.
  
  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21270975
  
  I am rejecting this response because:
  
  This is the first time this document has been requested from me.  Ive received no notification from Stripe requesting this information.  Im not completely sure what Dashboard is being referenced.  

  They suspended my payouts before notifying me that anything was needed!

  Further, Ive had at least 12 interactions with Stripe support over the past week. At no time has any representative advised me that I needed to submit either of these documents.  Ive only been requested to submit voided checks which I have done 5 times!  Two of these 5 times Ive submitted the checks while on the phone live with Striped support. In both instances I was advised that they had received the checks and verified they I should receive my payouts within the next 24 hours.  This morning I received a request to upload a photo of my passport for identity verification which I did.  
  

  Just now I received an email requesting that I upload a photo of a check again!  I responded that I had already done this 5 times. I then received a response that they saw my check but they require that it have the word Void or Cancel handwritten on it!  After a week and a dozen interactions this is the first time this was requested!   At this point it seems like harassment.  I simply need them to send my payout and end this.  They are choosing to be obtuse and difficult. 
  

  They are intentionally acting in bad faith and seem to be focused on harassing me at this point.  
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 02/13/2024

  As outlined via the Complainant's Dashboard, Stripe will need to review a Letter 147C or SS-4 Confirmation letter. Once they've supplied this, Stripe will work to complete the review on their account.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21270975
  
  I am rejecting this response because:

  As I stated in my previous response, I've now had almost 20 interactions via chat, phone (I was on the phone with their support at 11:30 ET last night) and email.  This requirement was never mentioned until this response.  In fact, within the past two hours Stripe support called me again and again advised that they needed a voided check.  No mention of this IRS information.  I again uploaded a voided check for the 10th time!

  Further, according to the "dashboard" mentioned in the response, it states that payments will be suspended on March 14th if verification isn't complete.  I've received no notification prior to this that my payouts would be suspended.

  In the meantime, I've also received an email from ********* with Stripe requesting that I submit these IRS documents.  At 1:45 PM ET I uploaded the document and sent it to her via email.  I've also attached a copy to this complaint as well as the voided check.  At this time I've received no response or acknowledgment of receipt from Stripe.  

  My only request is that they give me my money so that we severe ties and move on.  They appear to be acting with intentional incompetence and bad faith.  I've read multiple reviews where others have been treated in a similar manner.

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

  

  Business Response

  Date: 02/13/2024

  Once the Complainant has successfully uploaded the requested documentation via their Dashboard, Stripe will review this and work to resolve the review on their account.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21270975
  
  I am rejecting this response because:
  

  I have uploaded voided checks to their website per their instructions on 10 different occasions.  Today I uploaded a copy of the requested Letter 147C using the link that they provided.  I cannot be held responsible for defects in their system nor usability issues with their system.  

  To be sure that they received the information I have also emailed this information directly to ********* from which I received the email requests.  If their system is not correctly receiving the information as appears to be the case, the emails that I've received plus the support people that confirmed seeing my voided checks uploaded should be sufficient.  

  This is regarding verification of ownership of the business and my checking account.  Isn't the fact that sent my payouts for months and harassed me the past two and half weeks resulting in my providing the requested information multiple times sufficient verification!  

  This behavior and delay in payouts seems to be sufficient evidence that this company has a pattern of bad faith behavior and should be subject to the harshest scrutiny and punishment by the BBB.  Does the BBB want a company that treats small businesses and customers this way operating in your jurisdiction?

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

• Initial Complaint

  Date:02/09/2024

  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 own a small irrigation company and have decided to use stripe in 2023 due to high customer demands. However after a customer paid me *************************** asked me for business proof which I provided every documentation that they requested including my tax returns, certificate of business and article of incorporation .After a few minutes of not even reviewing, they closed my account and kept my money for 120 days which I was told would be released after that. However, on the 123 day, I began to email them because the date just kept getting pushed back everyday. They emailed me back once a script which basically said we are not releasing your money. I kept emailing but never got a response. In all honesty, this has really damaged my business as I am unable to pay rent to stay open. I am in contact with the customer who is willing to show proof of the business transaction and also willing to testify on my behalf. My next course of action is to go to the attorney general as well as the *** because I believe that stripe is running a big scam and are cheating people out of their money.

  

  Business Response

  Date: 02/13/2024

  Below is Stripe's Response to the complaint submitted by ******************** (herein referred to as the "Complainant") on February 9, ****.
  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 September 26, 2023 under the name "********************" at *******************************************************;
  
  Stripe processed payments for the account owner until October 8, 2023. 
  
  During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. On October 8, 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:
  
  ******************************************#termination 
  
  Stripe is unable to reopen the Complainant's account and their funds will be held in reserve until June 12, ****. While Stripe is not able to continue processing transactions on the account, this does not preclude the Complainant from signing into Stripe and accessing any of the account's existing data. 
  
  For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21269423
  
  I am rejecting this response because: you guys initially kept my money for 120 days and promised to release funds after that period. It has been 140 days now and you guys have decided to push my money back to another 4 months. I couldve easily made the customer dispute the charge with their bank for services not rendered, however because you guys assured me that funds would be release after the initial 120 days, I decided to wait it out. Now that I have wait it out, you guys have decided to push it for another 120 days while my business suffers and I am force to put my business on hold and would eventually close it. This is very unfair and just flat out harmful to small businesses. My business is registered with the ****************, I do everything by the book, I decided to accept card payments because customers were asking for it and now that I started using stripe, my business is in the process of closing because you guys decided to keep my funds instead of releasing it. 
  
  Sincerely,
  
  ********************

  

  Business Response

  Date: 02/14/2024

  We addressed the status of the account and funds in our prior response. We uphold that response as true. There are not additional steps we can take to address this matter.

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21269423
  
  I am rejecting this response because this is all a lie. This is what you guys have told me 4 months ago and I waited but then youre prolonging it another 4 months and telling me that this is true? My first mistake was not telling my customer to dispute the charge with their bank however I will be contacting my attorney general to fight this for me because I am losing my business and I am tired of stripes unwillingness to give me my money that I worked hard for. 
  
  Sincerely,
  
  ********************

• Initial Complaint

  Date:02/08/2024

  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.

  Complained about Stripe 12/18/2023. Complaint ID: ********. Below is Stripe's Response to the complaint submitted by ************************* (herein referred to as the "Complainant") on December 18, 2023.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 18, 2021 under the name "Gin Clothing" at ginclothing.com. Stripe processed payments for the account owner until August 9, 2023. During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. On August 9, 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:******************************************#termination The Complainant's funds will be held in reserve for 180 days until February 6, **** in order to mitigate future losses to Stripe as a result of chargebacks or refunds.While Stripe is not able to continue processing transactions on the account, this does not preclude the Complainant from signing into Stripe and accessing any of the account's existing data. For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.But they didn't pay me the money. They sent me their standard response by email: "If a balance still remains in your account after eligible payments have been refunded, it will not be made available to you. This is in accordance with Section 5.6 of "Stripe Payments" under "Stripe Service Terms" in the Stripe Services Agreement (if you are in a region outside of the US or EMEA, this policy should be referenced alternatively under "Section ** ****************** Services" of your region's corresponding Stripe Services Agreement)" The BBB has all correspondence regarding complaint ID ********.

  

  Business Response

  Date: 02/14/2024

  Below is Stripe's Response to the complaint submitted by ************************* (herein referred to as the "Complainant") on February 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 May 18, 2021 under the name "Gin Clothing" at ginclothing.com. 
  
  Stripe processed payments for the account owner until August 9, 2023. 
  
  During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. On August 9, 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:
  
  ******************************************#termination 
  
  While Stripe is unable to reopen the Complainant's account, their payouts have been enabled so that they can receive their final 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

  Date:02/08/2024

  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.

  Hey there,We have registered an account on ******************** with the same email address. On 29th January, Stripe team blocked ous account. Firstly, they said we have used customer details without their information and they blocked us. We have provided every details of our customers.While there was nothing on Radar and Risk factor was even 0. But they remained to block our account. No issues with that. There are more payment gateways available for transactions. Stripe told us they would refund the amount to our customers and we inform them accordingly. Now after 9 days have been gone, no any person properly responding us. If we contact on email support, they just copy paste the replies and sent us and most of the times they just close the matter even without replying. We are trying to contact everyday.In short they wasted all the days intentionally and now they said 5 days have gone, we will not refund to your customers. How a company can hold the amount without any reason? We can provide the tons of mails screenshots, where we were continually trying to contact them.Our customers are frequently contacting with us regarding their refunds. But stripe team is not even try to listen the concern. It seems, they intentionally want to hold the amount. We are going to attach some screenshot, which could help you with this. Our each transaction was 3D secure and by the customers himself.Now we request you to initiate the refunds to our customers. We have asked our customers to initiate a chargeback too. It impacts negatively on our business. We was not aware about stripe, that's our first chance to use it. According to stripe, refunds must be issued in 5 days on 3rd Feb. You can see in the screenshot. But intentionally they wasted all the days.Kindly, help regarding this issue. We cannot refund to our customers an amount, which we didn't receive. How can we provide the services without getting anything.******* HR ***************

  

  Business Response

  Date: 02/08/2024

  We note that the Complainant is a **-based merchant subject to Stripe's ******* entity, and therefore outside scope of the BBB. In order to comply with ** regulations, Stripe will reach out to the Complainant directly to address their concerns.