ComplaintsforStripe, Inc.

Payment Processing Services

Additional Complaint Information

Customer Complaint:

BBB’s file for Stripe, Inc was created in July 2012. A review of complaints was completed in March 2024. Complaints on file concern issues with the release of funds.

BBB encourages consumers to review the company’s links below with information about payouts and payout delays.

https://support.stripe.com/questions/pausing-payouts-for-stripe-accounts-in-india
https://support.stripe.com/topics/payouts
https://docs.stripe.com/payouts#payout-schedule
https://support.stripe.com/topics/reserves
https://stripe.com/legal/ssa#general-terms

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BBB is here to help. We'll guide you through the process.

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Initial Complaint
05/07/2024
Complaint Type:
Product Issues
Status:
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.
HELD MONEY FOR OVER THE ESTIMATED PERIOD OF 120 DAYS, not willing to return it. Scammers.
Business response
05/08/2024
Below is Stripe's Response to the complaint submitted by ********************;(herein referred to as the "Complainant") on May 7, 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 October 21, 2023 under the name "********************* *******" at ****************************************.

We take this opportunity to reiterate the email communication provided to the Complainant on March 9, 2024 by Stripe Support. We uphold this communication as an accurate statement regarding the account balance. Of the two charges available to refund, Stripe processed one on October 28, 2023. The balance on the account is insufficient to refund the remaining customer in full and therefore will remain on the account. Since the 5 day period for refunding eligible charges has already passed, we will not be refunding additional charges. Funds will not be made available to the Complainant at any point in the future. 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 response
05/08/2024

Complaint: 21677356

I am rejecting this response because:
The fact that you stated me that you are stealing my money in the past doesnt make it any better, you are still stealing it!
Can you explain WHY you dont release MY money to MY bank account after the 120 days passed? Stripe said at the begging of the ********************************************************************* case it was a fraudulent transaction, which it was not, so the customer didnt request any money back. And now you keep the money and change the arguments on why you were holding it in the first place.
Im bringing a lawyer into this, not for the money but to not let you win, i wont let you steal money that easy.
And you working in that company you should feel ashamed, stealing money from small businesses .
Business response
05/08/2024
Stripe's final response as issued on May 8, 2024 is firmit is unable to reopen the Complainant's account nor release any balance held there.
Customer response
05/08/2024

Complaint: 21677356

Lets see what the court says, scammer.
Initial Complaint
05/07/2024
Complaint Type:
Product Issues
Status:
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.
Hello, I opened a Stripe account on March 21st, 2024. I planned on trying it out for client payments for my ********************** services. I accepted my first payment on April 2nd for $7,000. I was then notified by Stripe that my transaction was flagged as being high risk for fraud and they were freezing the account. ******************** then sent me an email saying that after reviewing my account they decided to permanently close it and freeze all payouts. I then tried to refund the funds to my client. I received two emails saying my refund was going to be processed but it wasnt. You can only contact Stripes support via 24-hour response email. There is no phone number. I received an email saying that refunds are also frozen. Then I received an email saying all transactions would be refunded after 5 days. The same email states that after that 5-day period, there was a chance the funds would not be refunded. Its been 15 days since that email was received. My client was not refunded. The funds are still shown in the account. Now ******************** does not answer any emails. I do not know what to do. There are numerous stories like mine online. This cant be a viable business practice. I attached several relevant screenshots. Thanks. Also, the amount shown on the screenshots is $6,737.20, not $7000. They took a fee for using the platform and a transaction fee.
Business response
05/08/2024
Below is Stripe's Response to the complaint submitted by *************************** (herein referred to as the "Complainant") on May 7, 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 October 12, 2016 under the name "Twist UX" at twistux.com. However, the account did not make attempts to process payments until March 27, 2024.

We take this opportunity to reiterate the email communication provided to the Complainant on April 10, ****************************************************************************************************** summary, since the 5 day period for refunding eligible charges has already passed, we will not be refunding additional charges. The balance on the Stripe is insufficient to refund the customer in full. The funds will remain on the account, and will not be made available to the Complainant at any point in the future. 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 response
05/08/2024

Complaint: 21676775

I am rejecting this response because:
the response gives me no course of action to move forward to provide a refund to my client. According to the response, the ***** cannot be refunded because the amount, after the processing fees, is 6,737.20. The account has been closed so I don't even have a way to add the ****** to make it ***** to be refunded. Are they saying the 6,737.20 is going to just stay in the account indefinitely? How is this an acceptable business practice. People need to be aware of the possibility of this situation. I simply signed up and accepted in good faith that I wasn't agreeing to a form exploitation. This happened after my first transaction.
In good faith I should be able to either send the 6,737.20 to my client or add the ****** in order to make it 7000 to be refunded.

Sincerely,

***************************
Business response
05/08/2024
Stripe's final response as issued on May 8, 2024 is firmit is unable to reopen the Complainant's account nor release any balance held there.
Customer response
05/08/2024

Complaint: ********

I am rejecting this response because: In ******** Stripe literally has provided zero way for me to refund the funds to my customer or receive the funds directly. So I cannot issue a refund on my $7000 transaction because they took a $262.80 fee and now there is no longer $7000 in the account to refund-then closed my account effectively making it impossible for me to refund or access the remaining $6,737.20. Why do they have policy against refunding the remaining money? How does that make sense? My dashboard says "In order to restore your accounts ability to make charges and receive payouts, please check your email for next steps or reach out to our support team." nothing about refunding being blocked. It's hidden in their terms and conditions?
They have practice business in a bad faith manner that can only be described as exploitation of a customer. Not only has ******************** taken a fee for the transaction that they did not provide service for, they have stolen my hard earned money. That was my first and only transaction. Nothing up front warning me that this could happen. Just buried in their terms and conditions.

Sincerely,
***************************
Business response
05/09/2024
Stripe has nothing additional to share with the Complainant outside of what was shared with them on May 8, 2024. Stripe's final response remains firm.
Customer response
05/09/2024

Complaint: 21676775

I am rejecting this response because: They refuse to work this matter out. I have over $6000 sitting in an account that I can't access with no one or way to contact them. I'm going to have to reach out in a legal manner.

Sincerely,

***************************
Initial Complaint
05/02/2024
Complaint Type:
Product Issues
Status:
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.
I have a business account with ******************** company and the details are below;ClawsCustomBoxes (account ID: **********************. I have attached the email conversion screenshot for your reference, I asked them to retrieve my account but they are not responding to my emails. They directly send the money to my clients, which directly impacts my business reputation. I appreciate it if you would help me retrieve my account.Even I tried many times to connect with their support team via live chat but it's never connected.I received the email at 3:11 AM Tuesday 30, April 2024 (Screenshot1.png) and I was shocked they permanently suspended my account within minutes. the second email I received (Closure of your Stripe account) at 3:14 AM Tuesday 30, April 2024 (Screenshot2.png). the third email was received at 6:19 AM Tuesday 30, 2024 (Screenshot3.png) for an account for ClawsCustomBoxes will remain closed. I have sent all the business legal documents (Screenshot4.png) to them via email and requested them to activate my account. also, let me know what the required documents but they still didn't respond to my email. I have shared the following documents:- 6 ********** Statment - Last month Tax Receipt -Passport -ID Card Thanks!
Business response
05/03/2024
We note that the Complainant is a United Arab Emirates merchant subject to Stripe's United Arab Emirates entity, and therefore outside scope of the BBB. In order to comply with United Arab Emirates regulations, Stripe will reach out to the Complainant directly to address their concerns.
Customer response
05/04/2024

Complaint: 21658638

I am rejecting this response because: Stripe **** is the main company in the *** and could you please forward the case to them i hope they will contact the United Arab Emirate team because there is no way to contact them. I forwarded the email to them i have submitted the complaint against you with BBB. Now i received any positive response from them. Could you please help me out retrieve my account and it's all about my business reputation. I have attached the screenshot for your reference.

Sincerely,

*********************************
Business response
05/06/2024
Stripe's Support team is currently working with the Complainant via email. It will continue to communicate with them there regarding their complaint.
Initial Complaint
05/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am ********************* and I recently signed up with Stripe to help with payments made to my construction company called W.I.T construction LLC. I have had two transactions with Stripe. The first went smoothly and was completed for $300.00. It took the seven days as per the information on the website. The second was for $12,364.50 and was a 50% deposit for an RV garage. This money was to be used to buy the materials to start the project. My account was immediately put on hold and I was requested to present various documents for proof of business status. I have complied with all the requests the same day I was asked and my dashboard states that the requested information is past due.!!??? It does not make sense and it is unfair that they are still holding my money. I am a small company and do not have the funds to cover this situation. This will bankrupt my company and my client will certainty *** me into oblivion.Thank you for your time and consideration.
Business response
05/02/2024
Below is Stripe's Response to the complaint submitted by ********************* (herein referred to as the "Complainant") on May 1, 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 April 4, 2024 under the name "W.I.T construction llc" 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 April 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:

******************************************#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. Their funds were sent to them on May 2, 2024. 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
04/30/2024
Complaint Type:
Order Issues
Status:
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.
Date of transaction: March 20 2024 Promised payout date: March 26 2024 Payout delayed : 40 days Request: Refund client immediately. Recently I encountered a very distressing situation wherein Stripe accepted $5,109.50 Paid to me by my client ******************************* through STRIPE.INC to commence hvac project. Stripe authorized the transaction, further verified funds were authorized by my clients institution and successfully accepted payment by my client. Soon after accepting such funds, stripe placed a hold on such funds, requested additional verification documents, only to abruptly close and immediately lock my account without providing any substantial explanation. I tried my best to provide additional documents to ease the verification process, however stripe still decided to closed my account without any further explanation. As a result of this account closure, The ******************** account is now closed This restriction on my account is limiting my requests to email communications only which have on average a 24 hour response timeline for a response. To add to the frustration, Stripe does not respond to questions being asked, instead stripe responds with what appears to be automated, general, self help, out of context responses that guide me to stripes self help articles which solve nothing and further delay a simple solution. My request upon multiple failed attempts of communication with stripe has been simple - If you are refusing to do business with me, why are you holding my clients funds still ? - Please refund my client immediately. Stripes Preventive actions have brought an unnecessary risk and disruption to my operations. Stripe is not acting in good faith, instead they are running what appears to be an opportunistic business model that profits from transactional everyday issues, ultimately delaying transactions in their favor under the pretext of protecting consumer from fraud or money laundering activities and other.
Business response
05/02/2024
Below is Stripe's Response to the complaint submitted by *************************** (herein referred to as the "Complainant") on April 30, 2024.
Stripe Overview

As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission.

Merchants have control over what information is provided to Stripefor credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account. Merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at ******************************************.

[1] *****************************************

Merchant Account Overview

The Complainant submitted an account with ******************** on January 29, 2024 under the name "JAC SOLUTIONS" at www.instagram.com/jac.solutions.inc.

Stripe processed payments for the account owner until March 22, 2024.

During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. On March 22, 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

Given the high risk of losses associated with the charges on their account, ******************** is unable to release the funds in their balance nor is it able to further action them via a refund. 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 response
05/02/2024

Complaint: 21648042

I am rejecting this response because: It does not address neither solves the problem.The question is simple, If you are refusing to do business with me why are you still holding money that does not belong to you? whats the reason why you cannot issue a refund to the client?
Sincerely,

***************************
Business response
05/03/2024
Stripe's final response, as issued on May 2, 2024, is firm. It is unable to further action the charges held in the Complainant's balance nor is it able to reopen their account.
Customer response
05/03/2024

Complaint: 21648042

I am rejecting this response because:
STRIPE is unwilling to provide a reasonable explanation for their actions, also refusing to refund the rightful owner of the funds. - Their fraudulent withholding of funds indicates a lack of good faith and lack of integrity in their business practices.
Attention: Potential Customers!!!!!

We strongly advise against conducting business with STRIPE **** Our experience with this company has revealed significant integrity issues, lack of goodwill including fraudulent business practices, poor customer service, etc. We urge you to exercise caution and explore alternative options for your needs to avoid potential harm, liability of any kind or disruptions. This business is ultimately doing the public a disservice.
Sincerely,

***************************
Initial Complaint
04/30/2024
Complaint Type:
Customer Service Issues
Status:
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.
This company decided to cancel our account because we had a customer cancel an order. We had to refund the customer as a result. ******************** decided that didn't agree with that. In addition, they are planning to take money from my account in the amount of $10,779.Very unethical business practices.
Business response
05/02/2024
Unfortunately, we are not able to locate any accounts registered to the Complainant as Company Representative. Please either resubmit your complaint with the BBB using the information found on your Stripe account, such as the business name, URL, or email address registered to the Stripe account, or log into your Stripe account to contact ******************** Support.

Please note that privacy is very important to Stripe and therefore we will never release information to parties not authorized on the Stripe account.
Initial Complaint
04/30/2024
Complaint Type:
Product Issues
Status:
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.
In April 2024, the invoice processing company we use forced us to switch to payment processing with Stripe. Since then, our money has been stolen and withheld. As of the present date, Stripe has lost $8703 of our revenue.
Business response
05/02/2024
Below is Stripe's Response to the complaint submitted by ****************** (herein referred to as the "Complainant") on April 30, 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 April 18, 2024 under the name "Seattle Natural Cleaning" at ******************************************;

In reviewing email communications between the Complainant and Stripe's Support team, Stripe notes that the Complainant has reached out regarding a perceived discrepancy in their payouts. They informed Stripe's Support team that they expected a payout of $32,229 but only received a payout for $23,523. In its response to the Complainant, Stripe's Support team clarified the batching of their payouts to them. Specifically, it stated that their funds were spread out between payouts from April 29 to May 6.

If the Complainant needs additional clarification, Stripe requests that they reach back out via this support email thread.

For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.
Initial Complaint
04/29/2024
Complaint Type:
Billing Issues
Status:
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.
I hope this message finds you well. I am writing to express my disappointment with the recent response regarding the review of my account and the imposition of a 10% fixed reserve for 60 days by Stripe. This comes after a previous imposition of a 25% reserve, which was similarly concerning.Prior to the current reserve imposition, I was asked to provide detailed information regarding a chargeback that occurred. I promptly provided all requested documentation, including contracts, terms of use pages, and policies. Despite this, the issue has been continuously dismissed without adequate explanation, leaving me feeling unsupported and frustrated.The lack of clarity and transparency in the decision-making process is deeply concerning. It is essential for businesses to understand the reasoning behind such significant actions, especially when they have a considerable impact on operations.As a loyal customer, I hold ******************** in high regard and believe in the values of transparency and integrity that the company upholds. However, the handling of this matter has failed to align with these values. Therefore, I strongly urge for a more thorough review of my account with clear justification for the decisions made.In light of the above, I kindly request to be transferred to a supervisor who can provide further assistance and clarification on this matter. I believe that with their expertise and guidance, we can work towards a resolution that is fair and mutually beneficial.Additionally, please be advised that due to the dissatisfaction with the handling of this issue, I have taken the step to report this matter to the Better Business Bureau (BBB).
Business response
04/30/2024
Below is Stripe's Response to the complaint submitted by ************************;(herein referred to as the "Complainant") on April 29, 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 October 20, 2023 under the name ****************** LLC" at ****************************;

The Complainant has raised this issue with Stripe directly. We take this opportunity to reiterate the explanation and results of our review of the reserve, as we uphold this decision. The Complainant's account currently has a 10% reserve for 60 days, expiring on 2024-06-25 (the reserve was reduced from 25% to 10% on April 26th, 2024). That means 10% of every transaction will be held in reserve and 90% will be paid out to their bank account according to their normal payout schedule.

During this time, if a transaction is refunded or disputed, its corresponding reserve will be released and used to cover the refund/dispute immediately. After June 25th, 2024, any remaining funds in the reserve balance will be automatically released into their available account balance. The current risk signals of the account are necessary to maintain the reserve to cover the future refund/dispute.

As we have already shown to be the case with the Complainant's account, ******************** will continue to monitor the risk signals of the account. If the account risk signals are going down, we can remove or reduce the reserve accordingly. However if they increase, we may have to increase or extend the reserve or close the account should it be deemed to be unsupportable. We understand that Complainant would like to know the exact risk signals Stripe observes, however, this information is proprietary in nature. We have provided the lowest level of detail we can.

For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.
Customer response
04/30/2024

Complaint: 21640917

I am rejecting this response because:

I hope this message finds you well. I am writing in response to the recent communication regarding the handling of my merchant account with ******************** under the name ****************** LLC" at **********************.

First and foremost, I appreciate the thorough explanation provided regarding the reserve placed on my account. However, I must express my disappointment and frustration with the outcome and the process leading up to it.
Throughout this ordeal, I have consistently provided all the information requested by Stripe, including detailed information about my business and its principals, as well as promptly responding to any additional requests, such as ID scans. Despite my compliance and cooperation, the reserve on my account was not only maintained but actually extended, which I find deeply concerning.

The decision to extend the reserve feels dismissive of the efforts I've made to address any concerns and non-resolution oriented. It leaves me with a profound lack of trust and certainty in my dealings with Stripe. As a merchant relying on your platform, trust and reliability are paramount, and unfortunately, the handling of this situation has shaken that foundation.

Furthermore, the explanation provided regarding the reserve and the risk signals involved lacks transparency. While I understand the need to protect sensitive information, the opacity surrounding the decision-making process only serves to exacerbate my concerns and frustrations.

In light of these issues, I respectfully reject the response provided and request a more comprehensive review of my account. I urge ******************** to reconsider its decision and work towards a resolution that restores my confidence in your services. Clear communication, fair treatment, and a proactive approach to addressing concerns are essential for maintaining a positive relationship between merchants and payment processors.
I look forward to your prompt attention to this matter and a swift resolution.

Sincerely,

*************************
Business response
05/02/2024
Stripe upholds its prior response to this complaint as an accurate reflection of our stance. There are not additional steps we can take regarding this matter.
Initial Complaint
04/29/2024
Complaint Type:
Product Issues
Status:
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.
Our account ID with ******************** is *********************. The name of the account is futureofspace.io. The email is ********************* Because of one of our clients who didnt read our payment terms and asked **************** for a refund (which we had agreed we would do) Stripe went into panic mode and canceled our account. Then it re-opened it but said it would keep 25% in reserve. A few transactions later Stripe was now keeping 100% in reserve. Stripe has closed our account and is holding 100% of our recent transactions - a total of $64,227.90 USD in payments, for 120 days!Every time we have been reaching out to Stripe, we get those generic replies starting with Hi there!!! We have paid Stripe over $10,000 USD in fees this year and this is the kind of address we get??It has been IMPOSSIBLE to speak to anyone. This has been the worst business experience ever encountered. How is it legal for a company to hold 100% of sales for 120 days!!! And they will make interest on our revenues!!!
Business response
04/30/2024
Below is Stripe's Response to the complaint submitted by **************************************;(herein referred to as the "Complainant") on April 29, 2024.
Stripe Overview
As background, Stripe provides a technology platform that allows merchants selling permissible goods or services online, or through a mobile device, to quickly and simply accept payments.[1] Merchants register for an account by providing contact information, some information about their business and its principals, and bank account information. This information is submitted through an electronic application process and additional information, such as ID scans, may be requested by Stripe after submission.

Merchants have control over what information is provided to Stripefor credit card charges, this must minimally contain the card number and expiration date. Most merchants also elect to provide the name, CVC, ZIP code as an anti-fraud measure, but are not required to. It is important to note that funds are briefly held in an aggregated clearing account at a bank before being deposited into the merchant's bank account. Merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripes Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at ******************************************.
[1] *****************************************
Merchant Account Overview
The Complainant submitted an account with ******************** on January 2, 2024 under the name "FUTURE of SPACE" at www.futureofspace.io.

The Complainant has raised this issue directly to Stripe. We take this opportunity to reiterate our position. The dispute rate for the Complainant's account far exceeds what Stripe is able to support. For context, Stripe is able to support businesses with a dispute rate of 1% or less, however, the disputes raised by the Complainant's customers has yielded a more than 5% dispute rate. For this reason, Stripe upholds it's decision to impose the reserve on the account in order to mitigate its risk for continued customer disputes.

Though the dispute rate is one reason for Stripe decision to close the account. We also determined that the Complainant's business model is associated with a prohibited business type: Cruise Lines. As a violation of our Service Agreement, Stripe's decision to close the account for processing is upheld.

Once the reserve period expires, the Complainant will be paid out for un-disputed transactions if there is a balance available. The reserve will not be released early, however, and the account will remain closed once it reaches a $0 balance.

For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account.
Customer response
05/07/2024

Complaint: 21637936

I am rejecting this response because:
We accept the reasons why Stripe decided to close the account. What we don't accept is:
A) We are NOT a cruise company. We are an event company chartering a ship for a conference.
B) Stripe said they were keeping 25% in reserve NOT 100%. They are holding 100% of our transactions for a total of $64K
Sincerely,

***************************** ***
Business response
05/07/2024
Stripe upholds its prior response to this complaint as an accurate reflection of our stance. There are not additional steps we can take regarding this matter.
Initial Complaint
04/25/2024
Complaint Type:
Product Issues
Status:
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.
My Stripe account was recently blocked, in the middle of the working week, I lodged a complain with there support team, however they sent a one way email that the account is blocked. I think the email is being replied by a chat bot.
Business response
04/26/2024
Below is Stripe's Response to the complaint submitted by ************************* (herein referred to as the "Complainant") on April 26, 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 February 28, 2024 under the name "Techman Ventures LLC" at **************************************;

Stripe processed payments for the account owner until April 24, 2024.

During a routine review, Stripe identified strong signals that the Complainant's account was in violation of Stripes Services Agreement. On April 24, 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

Given the high risk of losses associated with the charges on their account, ******************** is unable to release the funds in their balance. 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.

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