Stripe, Inc.

I have tried two separate times to conduct business with this provider of online merchant services. Two separate other companies that I work with use them. They provide no assistance in setting up your accounts or when you have problems except by email. Anyway their page to set up your account wouldn't accept my information. I tried multiple times changing things in order to suit the software but to no avail. I emailed multiple times and waiting to receive answers back and received instructions to do what I'd already done over and over. I then requested that they call me or allow me to call them Again Oh, we don't do that . . . . Well too bad because you lost me as a customer and I will NEVER do business with them. And after reading some of the complaints I'm glad the whole thing didn't work out. But I sure wasted a lot of hours on it. So spare yourself the headache.

they are condescending & unprofessional. thinking that you have a product, but it will be successful without clients is typical of their attitude. you have to repeat everything 5 times, & then, listen to the boys insult you by saying you didn't understand...when the download isn't available or doesn't work.no one ever takes care of biz right away, or apologize for lack of clarity or efficacity-what a mess & a collection of pretentious people. not worth it-look elsewhere! [redacted].

Final Consumer Response /* (2000, 9, 2015/08/26) */
Issue was resolved. It took a while but they did fix everything.

Initial Business Response /* (1000, 5, 2015/07/28) */
On July 19th, we reached out to the complainant to verify that they were an authorized reseller for the goods on their website . Stripe must verify this information to stay in compliance with KYC, or Know Your Customer, regulations. We...

allow our users to start processing before verification is complete, but will ask for more data or clarification in some cases. If the user doesn't respond within a few days of our message, we will disable their transfers until they are able to send over the requested information.
This was the case with the complainant. They got in touch with us on July 20th to ask about the specific information we needed to verify their account. After some back and forth, we were able verify the information provided by the complainant. Unfortunately, we weren't able to complete verification and re-enable transfers until July 27th As of this writing, transfers are being sent regularly, and the complainant's flow of funds is working normally to the best of our knowledge.
We would like to sincerely apologize for the delay in releasing the complainant's transfers. The verification process is vital to our business, but in this case the time it took adversely effect our user's business. If the user has any issues or questions we can help with as they continue to process with Stripe, we will do everything possible to respond quickly.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Stripe did reopen our account and release our funds. They explained they have been overwhelmed with customer service inquiries and admit they need additional staff. Thank you for doing the right thing

Initial Business Response /* (1000, 5, 2015/12/20) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable law. As a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of...

Service. All users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms
Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and services. Stripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise.
During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of Service. Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. On December 5th, 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account.
The closing of this account is in accordance with the following section of the Stripe Terms of Service. Our terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason".
https://stripe.com/us/terms#termination
While we will not be 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.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stripe is keeping my money with no way to get it back or refund the buyer, even if they have the right to close my account they are not allowed to steal money.
I can not accept This solution unless they release my money.
This is the worst company I've ever came across, they don't care for their customers at all, a financial company that doesn't provide phone Support is a joke, my customer paid me via Zoho (an online invoicing software)but stripe just says that it appears to be unauthorized, and they wouldn't answer my emails regarding this and don't provide phone Support.
Final Business Response /* (4000, 9, 2016/01/05) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable law. As a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of Service. All users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms
Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and services. Stripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise.
During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of Service. Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. On 12/05/2015, Stripe reached out to the complainant to advise them of our decision and the closing of the account.
The closing of this account is in accordance with the following section of the Stripe Terms of Service. Our terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason".
https://stripe.com/us/terms#termination
The pausing of transfers of this account is in accordance with the following section of the Stripe Terms of Service. Our terms state that we "reserve the right to change the Payout Schedule, suspend payouts to your Bank Account, or initiate a Reversal should we determine it is necessary due to pending disputes, excessive or anticipated excessive Chargebacks or Refunds, or other suspicious activity associated with your use of Stripe Payments".
https://stripe.com/us/terms#payout-schedule
While we will not be 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.

Initial Business Response /* (1000, 5, 2015/07/27) */
On April July 19th, we reached out to the complainant requesting information to complete their identity verification, which included verifying a valid URL for the complainant . Stripe must verify all of our user's identities to stay in...

compliance with KYC, or Know Your Customer, regulations. The URL that the complainant originally provided was incorrect, and we needed the additional info to finish the verification process. We allow our users to start processing before verification is complete, but will ask for more data or clarification in some cases -- having a verifiable online presence is a necessary step in Stripe's identity verification procedure. If the user doesn't respond within a few days of our message, we will disable their transfers until they are able to send over the requested information.
This was the case with the complainant. The complainant responded regarding our July 19th message on July 21st, this time with a working URL. We then sent an e-mail to the complainant on July 27th, informing them that their account had been verified and transfers had been enabled.
We would like to sincerely apologize for the delay in releasing the complainant's transfers. The verification process is vital to our business, but in this case the time it took adversely effect our user's business. If the user has any issues or questions we can help with as they continue to process with Stripe, we will do everything possible to respond efficiently.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All the Stripe's delay just finished when we filed the complaint at Revdex.com.
We have received our money, and we are happy with that, and very thankful to Revdex.com, but it is very disappointing to know that Stripe is fast to allow users to start processing and very slow to transfers the funds once the receive them.
when we signed in they responded emails within minutes, and when trying to get our money transferred to our bank accounts they took almost a week to do it, avoiding to respond any of our numerous emails.

Initial Business Response /* (1000, 5, 2015/11/05) */
On October 21st, we reached out to the complainant requesting information to complete their identity verification. Stripe must verify all of our user's identities to stay in compliance with KYC, or Know Your Customer, regulations. The...

e-mail address that the complainant originally provided was incorrect, and we needed the additional info to finish the verification process. We allow our users to start processing before verification is complete, but will ask for more data or clarification in some cases. The user followed up with this information promptly as requested and we verified the user on October 23rd.
The complainant responded again on October 28th to inform us that their transfers were still not working properly. We followed up on October 29th to let them know that their transfers were still disabled because the website url they provided us was invalid. We asked the user to send over a valid url, which they did promptly on October 29th. Initially, there were some issues viewing the website they provided. However, we continued attempting to follow the links they provided and were able to get them working on November 2nd. We responded on November 2nd to let the complainant know that we were reviewing the details they provided.
At the moment, we're still reviewing the account's integration before reenabling transfers, but we hope to reach a resolution to this matter as quickly as possible.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response. It is redundant and unacceptable. First of all, my email address has never been incorrect. You have been able to email me since day 1 without issue, so that is just absolutely false. The only issue was the my website URL that was originally set when I opened my Stripe account was changes, but just as you mentioned, I immediately provided you with the correct URL once I noticed the mistake.
There is so much miscommunication amongst Stripe's representatives. No one seems to be on the same page. Now all of a sudden (on 11/6) I receive a message from you stating that: 'your transfers on hold for now while we discuss the future of your account's integration.' This is just unacceptable; I have already sent a long detailed message to another representative outlining my Stripe integration that had already been completed. You are providing generic responses that do not have much relation in regards to the current status of my account. In a message to Emerson on 10/29, I stated:
'...with my experience using Stripe, it integrates perfectly with my website, which uses an Ecwid (www.ecwid.com) shopping cart platform that works seamlessly with Stripe. I have my Ecwid store now connected to my Stripe account, so that I can now introduce your credit card payment feature into my website.' I discussed this topic in other messages as well.
If you go to my website: www.[redacted], you will see where Stripe is now integrated into my Ecwid store to accept live credit card transactions. This had already been put in motion and we are well beyond this topic and it has already been discussed. Instead of moving forward, we are moving backward. I am speaking to many different representatives and it is apparent that each representative has little to no knowledge of conversations discussed with previous representatives. You recent response is clearly indicative of this because this bridge has already been crossed in previous conversations. Especially when you state: "We look forward to hearing back from you regarding your plans for integrating your account." These plans have been discussed and you can clearly see the results reflected on my website with Stripe now listed as an option to use for payment. The website integration simply speaks for itself.
Therefore, at this point, here are the questions that I kindly would like answered please.
1. Why are we moving backwards on topics that were discussed already?
2. Is there a log that representatives can see, so that they are up to speed with the status of account issues based on previous conversations?
3. Why is my transfer being placed on hold after I thoroughly verified my account, which was approved?
4. When will I be receiving my 1st transfer?
5. Which representative can actually help me? Everyone seems to be telling me different things and this is running the entire process in circles. I have a business to run and this is just becoming more of a hassle than a convenience. Who do I actually listen to?
6. Simply saying my account is on hold, is not enough. How long for? I need much more detail than two or three sentence responses. All of my messages are several pages long, while I receive short generic response from you. What is the wait time and how much longer is needed? I need more accurate dates. This is very unprofessional.
In your response, you also state: 'At the moment, we're still reviewing the account's integration before reenabling transfers, but we hope to reach a resolution to this matter as quickly as possible.' The account has already been integrated, so what more is there to review. I can understand if the migration was still in motion, but your payment processor has already been successfully integrated into my website and functions successfully.
I would like to resolve this issue as soon as possible. This is making it extremely difficult for me to trust using your services moving forward. I do not appreciate the cat and mouse games that I have been faced with since dealing with your company. I have never had such a hard time with any payment processor that I have used before. The customer service is realistically what has made this process drag out and I am beginning to feel as though this is being done purposely so that you can continue to 'hold' onto my funds even though there is no reason for you to do so. I would appreciate a legitimate response as well as resolve. I do not accept this response because it is not accurate and it's deceptive. This situation is now dragging out much further than it needs to. Thanks in advance for your response.
Regards,
~[redacted]
Final Business Response /* (4000, 10, 2015/11/22) */
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable law. As a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of Service. All users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms
Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and services. Stripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise.
During a routine review, Stripe identified signals that the complainant's account was potentially in violation of the Stripe Terms of Service. While we were investigating further, we paused transfers out of the complainant's account until November 10 as a precaution.
The pausing of transfers of this account is in accordance with the following section of the Stripe Terms of Service. Our terms state that we "reserve the right to change the Payout Schedule, suspend payouts to your Bank Account, or initiate a Reversal should we determine it is necessary due to pending disputes, excessive or anticipated excessive Chargebacks or Refunds, or other suspicious activity associated with your use of Stripe Payments".
https://stripe.com/us/terms#payout-schedule
On November 10, we determined that we had made a mistake and had mis-identified activity on the account as fraudulent. We then re-enabled the complainant's transfers. All of the above actions are well within our Terms of Service. However, we understand waiting on this verification process can be very stressful and we take these problems seriously. We aim to resolve similar issues much more quickly in the future.
On November 12, the complainant's Stripe balance of $2,508.35 transferred to her bank account. This represented the $4,081.07 amount Stripe had been holding, less $1,572.72 (a total charge of $1,620 without subtracting Stripe fees) the complainant had refunded a customer on November 9.
On November 15, the complainant refunded two charges of $1,289.99 and $1,293.89 and changed the bank account linked to Stripe. Stripe immediately sent the refunds to these customers out of Stripe's bank account.
On November 17, Stripe attempted to debit the complainant's new bank account for $2,508.35 to cover the cost of the refunds to those customers, but the debit failed because the bank account number the complainant provided was invalid.
As of November 22, the balance on the complainant's Stripe account is -$2,508.35.

Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable law. As a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of Service. All users agree to these terms when activating...

Stripe accounts, and the terms are posted here: https://stripe.com/terms Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and services. Stripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise.During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of Service. Stripe cannot process payments that appear to be unauthorized by the owner of the charged card. On [redacted] 17th, 2016, Stripe reached out to the complainant to advise them of our decision and the closing of the account. The closing of this account is in accordance with the following section of the Stripe Terms of Service. Our terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason". https://stripe.com/us/terms#terminationWhile we will not be 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.

Initial Business Response /* (1000, 5, 2015/08/16) */
We apologize for the delay while we reviewed this user's account and information - we did receive many emails from him, which actually slows our response time as we sort out which communication is most current and relevant. We are sorry for this...

inconvenience.
Ultimately, our review led us to transition this account away from Stripe; at this time, the user has refunded all charges - these refunds should reflect on the cardholders' statements within 10 days from the date of refund (August 14th.) The user has since deleted his Stripe account.
We know it's inconvenient when any user's Stripe account requires additional verification and review, but it is a requirement of our financial partners that each account is carefully reviewed for compliance. Again, we are sorry this caused excessive delays to the user, and resulted in the need to transition his business to another processor.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although that is a great response, and more prompt compared to me reaching out on my own, I don't feel like it makes up for my losses due to your poor and obviously underhanded customer service. I also feel as if there is a bit of deceptive advertising... because you advertise that the first deposit takes one week to deposit due to risk measures, but now you are telling me that the one week wait is not good enough after all and for my situation I waited for a total of 3 weeks just to be told my account is being terminated, and I wont be receiving my deposit for 6 months. And that response that I received wasn't even directly to me... I had to force a response from you using a 3rd party... the Revdex.com... if I hadn't I wouldve wasted even more time waiting for you to give me an answer which you didnt. I even understood that you were busy so I asked for an ETA and you couldnt even do that, instead you wasted your time to send me a cookie cutter response that provided nothing useful to me or made me feel at anymore ease. I guess thats the best you guys can do isnt it? Oh well whats done is done. But you need to be a little more honest about your situation so that other customers dont feel like you are being deceptive.

Initial Business Response /* (1000, 5, 2015/12/25) */
While Stripe never wants to turn away businesses, we did find that there was an elevated risk in processing payments for this business. On December 18th, we notified the complainant that we would be shutting down his Stripe account associated...

with his Shopify store as it was high risk and that we would be holding a reserve of funds to cover any future refunds or disputes that may arise.
The keeping of a reserve is in line with Stripe's terms of service:
"A certain amount of your funds may be subject to an additional hold period (e.g. Reserve Account) with terms determined by your perceived risk and transaction history."
The industry chargeback window is 90 days. After this time, all funds in the complainant's Stripe account would be transferred to their designated bank account.
Since we informed the complainant of this reserve, the reserve has been used for the reasons outlined above and is at $0. That means there are no longer any funds to be transferred at the end of the reserve period.

Stripe helps users such as the complainant by supplying tools that allow our users to fight disputes through the guided submission of evidence. Once this evidence is submitted, we will send this to the card issuing bank but because of the way that disputes work, we cannot pursue further action. During the dispute process, the card issuing bank does not reach out to the merchant. The credit card processor is the party in which the card issuing bank reaches out to -- this is not a Stripe specific practice.

Initial Business Response /* (1000, 5, 2015/08/10) */
On 31st July, we paused transfers to the complainant's account, pending verification of her website and identity. On 3rd August we received information from the complainant. However, this was insufficient to verify the website domain being used:...


"In order to complete our verification and transfer your funds on time, we do need your website to discuss both what you're selling and how your customers might get in touch with you in case of any issues (having contact information is also a great way for you to avoid possible disputes!). "
After a few days, we were able to verify the complainant's business and website on 5th August. We resumed transfers on this date. Transfers hit the complainant's bank account on 7th August.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, the issue waa solved. I tried to info Revdex.com vut was unable to update.

Stripe strives to answer each user request quickly and efficiently. When looking for the emails that the complainant referenced in their complaint, there were no emails in our logs from the email address provided by the complainant. We are happy to work with the complainant and answer any questions...

they have about their account. In order to do so, the complainant is encouraged to email in at [email protected]. Since it seems like we have not been able to receive their emails in the past, they are also welcome to reply on this Revdex.com thread and inform us of what email address they have been writing in with because we have received no emails from [redacted]. We look forward to hearing from the complainant to clear up this misunderstanding.

Initial Business Response /* (1000, 5, 2015/10/26) */
It looks like the complainant has already resolved this issue. If the complainant has any further questions for Stripe, they may contact us at [redacted]@stripe.com.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/27) */
(The consumer indicated...

he/she ACCEPTED the response from the business.)

Complaint: [redacted]"A dispute on who is the rightful owner of the account was initiated. Stripe must ensure that access to the account is given to the correct party." No. I told Stripe that they could also give no access to any parties, when I reported the fraudulent person to them in December. So Stripe doesn't must ensure that access to the account is given to the correct party. I explicitly gave them a third option of giving no access to the account to any party."Stripe has been in contact with both the Complainant and the third party who also claimed ownership of the account." Stripe still hasn't addressed who the other party claiming ownership of the account was. I demand to know the identity of the other party."Stripe kept the Complainant informed of progress throughout it's investigation." 1. It's 'its', not 'it's'.2. No, Stripe didn't. Stripe regularly went 10 days or longer without replying to my emails to customer service."During this process, the Complainant regularly used abusive, vulgar language in their emails instead of providing the information requested of them."That's completely false. I swore because I was angry, but swear words are not abusive. Absuse is an action. Abuse is physical. There's no such thing as "abusive language". There is either abuse or not. Words in and of themselves cannot constitute abuse. And let's get this straight: as a customer, I am under no obligation to avoid vulgar language, but Stripe customer support DOES have obligations to respond promptly to all emails, and to follow through on promises. Stripe customer support failed and continues to fail on these obligations. Because Stripe fails to reply to many support emails, and regularly takes >10 days to reply when they can be bothered to reply at all, Stripe customer support must expect customers to be frustrated and to use vulgar language. If you are incompetent at customer service, you must expect your customers to get frustrated. I'm still waiting for [redacted] to call me, for [redacted] to answer my emails, and for [redacted] to answer 17 questions, which I have listed and numbered, and asked for at least twice, but he still has yet to directly answer any one of the 17 numbered questions. I never directed any abuse at anyone. I immediately provided information when Stripe requested it, and then Stripe failed to reply promptly. In 4 instances, Stripe's response time was 4 days, 6 days, 10 days, and 14 days. At least 13 of my emails were NEVER ANSWERED AT ALL. For example, a customer rep named [redacted] promised to handle my case, and also promised to call me on January 2nd. It's January 30th, and I still have not received a call nor another email from [redacted] since, despite asking for both calls and emails from [redacted] at least 3 times each in the intervening 28 days."14 days after requesting Articles of Incorporation to investigate the Complainant's claim to the account, the Complainant provided this information. Stripe was unable to move forward in it's investigation until that information was provided. Not providing requested information has caused this investigation to take longer than it would have normally."This is completely wrong for multiple reasons.1. Again, it's "its" not "it's". Learn the difference, or better yet, hire people who write English competently to handle your Revdex.com cases and customer support email.2. I NEVER provided Articles of Incorporation, because THERE ARE NO ARTICLES OF INCORPORATION. I stated this IMMEDIATELY (within hours of Stripe's request) and REPEATEDLY (at least 3 times).3. Stripe WAS able to move forward in ITS investigation without the articles of incorporation, WHICH DO NOT EXIST FOR [redacted] LLC.Stripe still hasn't addressed who the other party claiming ownership of the account was. I demand to know the identity of the other party."For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless."Proof that you didn't actually read the complaint. Please copy/paste the parts of the complaint in which Complainant 1. claims Stripe acted out of accordance with its TOS, and 2. makes a claim for damages!Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/28) */
As mentioned in our email on 13th July, Stripe can only support users with a low risk of customer disputes--after reviewing the complainant's submitted information and website, we found that their site presented a higher level of risk...

than we can currently support.
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable law. As a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of Service. All users agree to these terms when activating Stripe accounts, and the terms are posted here: https://stripe.com/terms
Since Stripe bears financial responsibility for all accounts using Stripe to accept payments, Stripe needs to have a high degree of confidence about their legitimacy, and their likelihood of delivering promised goods and services. Stripe periodically reviews accounts to verify that they meet these standards, and reaches out to merchants should any issues arise.
During a routine review, Stripe identified strong signals that the complainant's account was in violation of the Stripe Terms of Service.
The closing of this account is in accordance with the following section of the Stripe Terms of Service. Our terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason".
https://stripe.com/us/terms#termination
While we will not be 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.

Initial Business Response /* (1000, 5, 2015/08/16) */
Stripe would like to investigate [redacted]'s complaint, but can find no associated account or emails to us using either her name or the email address [redacted]@comcast.net. Please write to us at [redacted]@stripe.com using this address, or...

reference Revdex.com complaint #XXXXXXXX so we can look into this matter further.

Initial Business Response /* (1000, 5, 2015/04/28) */
On April 26th, 2015, we contacted the complainant, informing him that we would no longer be able to support his business. We are unable to accept payments for high risk businesses, such as businesses involved in drop shipping, as...

mentioned here: https://stripe.com/terms#prohibited-businesses.
The closing of this account is in accordance with the following section of the Stripe Terms of Service. Our terms very clearly state that Stripe "may suspend your Stripe Account and your access to the Service and any funds in your Stripe Account, or terminate this Agreement, if we determine in our sole discretion that you are ineligible for the Service because of the risk associated with your Stripe Account, including without limitation significant credit or fraud risk, or for any other reason".
https://stripe.com/us/terms#termination
As of April 29th, Stripe will have transferred all funds owed to the complainant's bank account. The complainant can view a record of this in their Stripe online dashboard.
Initial Consumer Rebuttal /* (2000, 7, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, My Funds have begun regular activity. Prompt (but generic) response, but not incorrect.
IF STRIPE would have picked up their response time this PROBABLY could have been avoided.
TOOK TOO LONG AND TOO MUCH to get a response.

Initial Business Response /* (1000, 5, 2015/08/16) */
We apologize for the delay while we reviewed this user's account and information - we did receive many emails from him, which actually slows our response time as we sort out which communication is most current and relevant. We are sorry...

for this inconvenience.
Ultimately, our review led us to transition this account away from Stripe; at this time, the user has refunded all charges - these refunds should reflect on the cardholders' statements within 10 days from the date of refund (August 14th.) The user has since deleted his Stripe account.
We know it's inconvenient when any user's Stripe account requires additional verification and review, but it is a requirement of our financial partners that each account is carefully reviewed for compliance. Again, we are sorry this caused excessive delays to the user, and resulted in the need to transition his business to another processor.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although that is a great response, and more prompt compared to me reaching out on my own, I don't feel like it makes up for my losses due to your poor and obviously underhanded customer service. I also feel as if there is a bit of deceptive advertising... because you advertise that the first deposit takes one week to deposit due to risk measures, but now you are telling me that the one week wait is not good enough after all and for my situation I waited for a total of 3 weeks just to be told my account is being terminated, and I wont be receiving my deposit for 6 months. And that response that I received wasn't even directly to me... I had to force a response from you using a 3rd party... the Revdex.com... if I hadn't I wouldve wasted even more time waiting for you to give me an answer which you didnt. I even understood that you were busy so I asked for an ETA and you couldnt even do that, instead you wasted your time to send me a cookie cutter response that provided nothing useful to me or made me feel at anymore ease. I guess thats the best you guys can do isnt it? Oh well whats done is done. But you need to be a little more honest about your situation so that other customers dont feel like you are being deceptive.

Below is Stripe's Response to the complaint submitted by[redacted] (herein referred to as the "Complainant") on June 7, [redacted].
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 credit card 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 Stripe – for 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.  It is important to note that merchants identify the account into which funds are ultimately deposited through the Stripe management interface. Merchants consent to Stripe’s Services Agreement when establishing their account. A current version of the Stripe Services Agreement is available at https://stripe.com/us/legal.
[1] https://stripe.com/us/payments
Merchant Account Overview 
The Complainant submitted an account with Stripe on March 8, 2017 under the name MYNEWCOMPANY.COM. Stripe processed payments for the account owner until March 9, 2017. During a routine review, Stripe determined that the complainant's business had a high level of disputes and was at risk for incurring more disputes. On March 9, 2017, Stripe contacted the Complainant, informing them that their dispute rate was over industry standard, at 49.37%; we are unable to accept payments for businesses we determine to be at high risk for a dispute rate of over 1%, as mentioned here: 
"High chargeback rates (typically those exceeding 1%) may result in your inability to use the Payment Services. Failure to timely and effectively manage Disputes with your Customers may ultimately result in your inability to accept payment cards for your business."
https://stripe.com/us/legal#specific-payment-methods
As these chargebacks accumulated, pursuant to the Complaint's agreement with Stripe and as described in further detail below, Stripe debited these funds from the Complainant. Specifically, as further described below, we debited the amount that was charged back and a fee of $** for each chargeback that we processed.
Reserve Terms
In order to mitigate future losses to Stripe as a result of chargebacks on the Complainant's account, a reserve was set in place that will last for 90 days. Funds will be transferred to the complainant's bank account on June 7, 2017. These funds have been transferred out as of today. This is in accordance to Stripe's Terms of Service:
"We may impose a Reserve on you for any reason if we determine that the risk of loss to Stripe, Customers, or others associated with your Stripe Account is higher than normal. For example, we may hold a Reserve if: (i) your or your Customers’ activities increase the risk of loss to us or to your Customers, (ii) you have violated or are likely to violate this Agreement, and (iii) your Stripe Account has an elevated or abnormally high number of Disputes."
https://stripe.com/us/legal#clearing-funds-and-reserves
For the reasons explained in detail above, Stripe acted in accordance with its terms of service in the handling of this merchant account and the Complainant's claim for damages is baseless.