Complaint: [redacted] I am rejecting this response because:Stripe Inc does not want to acknowledge the fact that there is something wrong with their system and that all this wasted time has made me loose business I would like them to pay for the lost sale because I had to refund my customer due to the fact that the funds of the sale could never be transferred to my account because according to what they are claiming that I did not put the correct bank information which is absolutely wrong I tried several times and it would take me back to the same There is something very wrong with their system but that is not my fault Now they are insulting my intelligence by suggesting that I did not put in my account's routing number Claiming that I just put in the checking account information Please, there are only two spaces on that form one for a routing number and one for a checking account number I put in the right information so I really don't understand why they are not acknowledging the fact that there is something wrong on their part They have apologize enough they even admitted that they dropped the ball and they really didbut the fact that they answer my emails does not mean that they are fixing the problemThey really need to get a customer service number and really take care of business At this point I just want them to pay for the refund I had to make to my customer and a reasonable $ [redacted] for the loss of business since all this started.Sincerely, [redacted] ***
We apologize for the amount of time it has taken to get back to the complainantWe strive to answer users quickly and efficiently but we clearly dropped the ball hereDuring a standard review, we reached out to the complainant to gain more information about their accountDue to a miscommunication, this review was not properly completed and the complainant's transfers were not reenabledTransfers on the complainant's account have now been reenabled and they will receive their transfer shortlyWe apologize for any inconvenience and stress that this has caused the complainant
Initial Business Response / [redacted] (1000, 5, 2015/03/25) */ On March 14th, the user reached out to Stripe asking why a payment from over a month earlier had not been transferred to her bank accountA Stripe support representative responded on March 17th, acknowledging the request and letting the user know that we were investigating the issue There was an error on Stripe's end which had prevented the transfer from going through properly, and in the course of troubleshooting and resolving the issue, we took much longer than usual to respond to the user's messagesWe were able to resolve the issue and follow up on March 23rd, and transfers on the user's account are now working as expected The representative who responded on the 23rd apologized for the lengthly process, and we'd like to echo that sentiment hereIt took too long to respond to and resolve the user's issue, though we are happy to say that, as it stands, the transfer issue is resolvedWe will provide faster assistance to this user (and other users with similar issues in the future), and would be happy to assist the user in closer her Stripe account
Complaint: [redacted] I am rejecting this response because: my email address is [redacted] and as of today my money is still being heldSincerely, [redacted] ***
The email is [redacted] Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
Stripe strives to answer each user request quickly and efficientlyWhen 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 complainantWe are happy to work with the complainant and answer any questions they have about their accountIn order to do so, the complainant is encouraged to email in at [email protected] 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 / [redacted] (1000, 6, 2015/07/06) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll 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 servicesStripe 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 ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn June 29th, 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the accountThe $2,fee associated with the $92,payment was refunded, so the complainant was not charged for this The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur 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 / [redacted] (1000, 5, 2015/08/26) */ On 14th August, the complainant's account was rejected becuase it violates our Terms of ServiceOn the 15th August, the complainant accidentally deleted his accountThe complainant wrote into us on 17th August requesting we re-open his account We re-opened the complainant's account on 24th August and informed him of this factAn initial lissue occurred, and this was resolved on 25th AugustThe complainant is now able to access the payment data for accounting purposes Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) A problem has been brought to my attention that is extremely urgentSeveral customers have brought to me their statements showing that they never received any credits from the refunds that I issued themI have messaged your support center for support but have not received an answer for over hoursCustomers are now threatening to file chargebacks if I don't provide more information to them as to what is going on and why this is happeningWhy have my none of my customers received their due refunds that I issued? Final Business Response / [redacted] (4000, 9, 2015/09/08) */ The complainant wrote to Stripe Support three times regarding this issue - on August 28, September and September Stripe Support responded on September with information confirming one specific refund that the complainant referenced by email The complainant has not responded to that email requesting further action or informationIf the complainant wishes to confirm further refunded transactions, we will need the identifying information for the original charges, and we will be able to confirm whether and how the refund was processed
Initial Business Response / [redacted] (1000, 5, 2015/04/26) */ We know chargebacks are frustrating, especially when a merchant acts in good faith and finds out that the card used by a customer is stolenWe also understand that payment processing, and the responsibilities and limitations thereof, can be a bit confusingStripe helps merchants accept and process credit card, debit card and other types of card payments from customers who wish to pay our users for services or merchandiseThis does not mean, however, that Stripe approves, authorizes, or guarantees any payment processedAll charges are ultimately authorized or declined by the card's issuing bankStripe does have a fraud shield in place to assist in protecting users from risky transactions, and in this user's case 85% of total transactions were indeed shielded or bank-declined; however, no algorithm is perfect, and our Terms of Service detail both our responsibility for protecting the security of data in our possession, and the user's responsibility for "the use of lost or stolen data that is used to purchase products or services from your businessStripe will not be liable for losses resulting from use of lost or stolen data with the Service." https://stripe.com/us/terms#security-and-fraud-controls https://stripe.com/us/terms#chargebacks It is the responsibility of every business owner accepting Card-Not-Present transactions to educate themselves about fraud, and Stripe provides robust documentation to assist users in learning how to avoid fraud and disputes; however, we expect business owners to be proactive in learning about our security features and how to use the charge details in the Stripe dashboard, as well as the information that may only be available in their backend (such as a shipping address, order contents, and customer communication), to review charges and reject/refund transactions that present more risk than they are willing to assumeWe're always happy to educate our users, or to take a second look at any charge we're asked specifically about, but the responsibility to familiarize themselves with our security options and how to review their charges rests with the user, who is welcome to reach out to us for help at any timeUnfortunately, when it comes to fraud and disputes, we often do not hear from the user until they have already been negatively affected It is the user's right to pursue outside civil litigation against the parties who received his goods if he is able to identify and locate themThis is not Stripe's responsibility, nor anything we can assist with directly, but must be pursued privately with the assistance of legal counsel via the civil court process 0https://support.stripe.com/questions/avoiding-fraud-and-disputes Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) The education process to my business was woefully inadequateThe ability to and necessity to inspect the individual transactions through my "back end", was never explainedInstead Stripe knowingly allowed fraudulent users to hammer my account time after time after time ( up to twenty seven attempts) with fraudulent card numbers , one after the other until ther successfully charged an item using a stolen card numberNow after I understand how to inspect the attempted , fraudulent run against my account I can easily see the highly suspicious activity easilyIf Stripe had any real protection in place they would have or should have alerted me to inspect the back end of there's four transactions BEFORE I reased the very expensive products to these multiple crooks Throughout my relationship with STRIPE they have exhibited a total lack of concern for educating me or the loss I have incurred due to their negligenceI have only received " boilerplate" response to my correspondence and I'm not even sure these responses came from actual people or Jude auto ,pre programmed responsesBEWARE YOU CANNOT ACTUALLY SPEAK TO ANY LIVE PERSON ON THE PHONE AT STRIPEPOTENTIAL STRIPE CUSTOMERS SHOULD STAY AWAY FRO THIS RIP OFF SERVICEI pland on communicating with Go Daddy and will urge them to discontinue their relationship with this totally inadequate serviceSTRIPE DOES NOT CARE THEY DO NOTHING TO PROTECT YOU OR YOUR BUSINESS, STAY WAY AWAY FROM STRIPE
Complaint: [redacted] I am rejecting this response because: I made several attempts to contact them through customer service to understand what needed to be done to receive the $ [redacted] that shows as "Next transfer" in my account from the $ [redacted] that was deposited in my account on 6/14/ [redacted] to make this transferThey accepted the $ [redacted] , then suspended or "closed" my account with money still holding in the account? I want the money they owe me, $ [redacted] I don't care if they close my account because I don't want to do business with them any longer...just want my moneySincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/23) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll 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 servicesStripe 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 ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn April 20, 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 ServiceOur 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 dataWe're unable to discuss the status of a user's payments with anyone other than the account owner, so we will be contacting the user directly to discuss the state of his account and his payments Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) days have passed [redacted] I have yet to receive a single response from one of the emails I sent to different representatives in the companyI have called the only number I could find for the company and have left a messageNo call back Thank you so much for your Copy and Paste answer, but I still have no resolution to my plait I would like a definitive public answer of when the funds will be release or what will need ot be done to release said fundsAll merchandise purchased with the funds have already been shipped and deliveredWith confirmation for each No reason was given in the terminationNo formal contact infoNo response "We're unable to discuss the status of a user's payments with anyone other than the account owner, so we will be contacting the user directly to discuss the state of his account and his payments" - When? Next quarterly batch review? I would like to say that Stripe has poor customer serviceBut to have poor customer service, IT HAS TO EXIST! STRIPE PAYMENTS HAS ZERO CUSTOMER SERVICE Final Business Response / [redacted] (4000, 10, 2015/04/28) */ On April 24th, we reached out to the complainant, informing them that we had refunded all charges that have not yet been transferred to their bank account and that they would need to make alternative arrangements with their customers to receive those funds As stated previously, 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
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll 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 servicesStripe 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 ServiceStripe cannot process payments for any businesses that are closely related to the firearm industryThis includes businesses that are not directly selling firearms, but are instead providing parts and accessories used in direct relation to these productsOn July 22, 20**, Stripe reached out to the complainant to advise them of our decision and the closing of the accountThe closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur 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 / [redacted] (1000, 5, 2016/01/10) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll 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 servicesStripe 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 ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn December 8th, 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 ServiceOur 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 / [redacted] (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I CLOSED the account on my own- the account was still open when I closed it THAT IS WHY THE REMAINING SALES WERE ABLE TO BE PROCESSED just transfer my funds and that will be the end of this Final Business Response / [redacted] (4000, 9, 2016/01/15) */ As mentioned, we have identified strong signals that the complainant's Stripe account was in violation of the Stripe's Terms of ServiceThe closing of this account is in accordance with our ToSIn particular, the significant credit or fraud risk: https://stripe.com/us/terms#termination Since Stripe cannot process payments that appear to be unauthorized by the legitimate cardholders, we would not be able to transfer any remaining funds to the complainant's bank accountIn addition, there is no balance on the complainant's Stripe account Final Consumer Response / [redacted] (4200, 11, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) So you refunded the customers?? If so that's fine also
Stripe reached out to the complainant on June 6, [redacted] about an account that is related to their [redacted] from [redacted] LLC by owner name, date of birth and tax idThis related account has a negative balance of $***, which is a result of excessive chargebacks for product not receivedIn our email on June 6, we informed the complainant that we would need to reserve funds on their [redacted] from [redacted] LLC account, as they share the same owner, until their delinquent account was brought back into good standingIn this email, we also gave the complainant the option to send us a wire transfer to pay off the $ [redacted] owed As stated in Stripe's Terms of Service, we reserve the right to create a Reserve Account on the complainant's account as needed: https://stripe.com/us/terms#reserves In regards to the complainant's concern about lack of phone support, we have simply found we can provide the most efficient service when our entire team can access and respond to an issue via emailPhone support is something that Stripe is actively looking intoIn the meantime, the complainant is welcome to email us at [email protected]
Per 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 normalFor example, we may hold a Reserve if: 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." [redacted] The funds in the Complainant's balance are at high risk for being disputedIf the funds are not disputed, they will be released on June 28, 2018.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
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on [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 [redacted] *** under the name "AHM INC" at http://ahmcoin.com. Stripe has continued to processed payments for the account owner until [redacted] On [redacted] ***, the Complainant emailed Stripe regarding the first of two chargebacks on their account (filed on [redacted] and [redacted] ***). A Stripe support agent emailed the Complainant back and answered each of their questions. The Complainant pursued no further contact with Stripe. 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 $ [redacted] for each chargeback that we processed. Dispute Resolution Terms Stripe charges a fee for providing the service outlined above (https://stripe.com/us/legal#fees-and-fines). This includes both fees per transaction as well as fees for other services, such as dispute resolution. For US accounts, a merchant incurs a $ [redacted] dispute fee for each dispute submitted on a charge processed through Stripe's platform (https://stripe.com/docs/disputes/faq). We charge this because Stripe incurs fees and costs for each dispute filed against a merchant. If the dispute is resolved in the favor of the merchant,the $ [redacted] dispute fee is refunded to the merchant even though Stripe receives no reimbursement of fees and costs incurred in supporting the merchant with the dispute resolution process. When a cardholder initiatesa dispute against a merchant using the dispute mechanisms provided by the cardholder's bank, Stripe provides tools for the user to submit evidence that illustrates that the charge was legitimate. However, Stripe plays no role in the ultimate decision made on whether the chargeback is valid. When a merchant signs up to use Stripe's services, the merchant agrees to be immediately liable for all disputes. In specific, the Complainant's agreement with Stripe states: "When a Chargeback is issued, you are immediately liable to Stripe for the full amount of the transaction related to the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors). You agree that Stripe may recover these amounts by debiting your Bank Account, debiting the Reserve Account, or setting off any amounts owed to you by us. If we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demand. Where such amounts are not immediately paid to us, you agree to pay all costs and expenses, including without limitation attorneys’ fees and other legal expenses, incurred by or on behalf of us in connection with the collection of any unpaid Chargebacks unpaid by you." (see https://stripe.com/us/terms#chargebacks) 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.
Stripe has worked out an agreement with the complainant and agreed to release their funds. The remainder of their balance is currently in transit. Complainant can log into their Stripe account to review this transfer information.
Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll 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 servicesStripe 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 ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn 8th April, 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 ServiceOur 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 / [redacted] (3000, 7, 2015/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I dont need you to copy paste your policys I need to know when the money in my account will be transfered,all charged are legitimate and authorized Final Business Response / [redacted] (4000, 9, 2015/05/26) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll 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 servicesStripe 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 ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn April 8th, 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 ServiceOur 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
My name is [redacted] I'd like to withdraw Complaint # [redacted] against Stripe, Incin [redacted] , [redacted] as they have finally resolved the issueThank you
Initial Business Response / [redacted] (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 / [redacted] (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 BBB... 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.
Complaint: [redacted] I am rejecting this response because:Stripe Inc does not want to acknowledge the fact that there is something wrong with their system and that all this wasted time has made me loose business I would like them to pay for the lost sale because I had to refund my customer due to the fact that the funds of the sale could never be transferred to my account because according to what they are claiming that I did not put the correct bank information which is absolutely wrong I tried several times and it would take me back to the same There is something very wrong with their system but that is not my fault Now they are insulting my intelligence by suggesting that I did not put in my account's routing number Claiming that I just put in the checking account information Please, there are only two spaces on that form one for a routing number and one for a checking account number I put in the right information so I really don't understand why they are not acknowledging the fact that there is something wrong on their part They have apologize enough they even admitted that they dropped the ball and they really didbut the fact that they answer my emails does not mean that they are fixing the problemThey really need to get a customer service number and really take care of business At this point I just want them to pay for the refund I had to make to my customer and a reasonable $ [redacted] for the loss of business since all this started.Sincerely, [redacted] ***
We apologize for the amount of time it has taken to get back to the complainantWe strive to answer users quickly and efficiently but we clearly dropped the ball hereDuring a standard review, we reached out to the complainant to gain more information about their accountDue to a miscommunication, this review was not properly completed and the complainant's transfers were not reenabledTransfers on the complainant's account have now been reenabled and they will receive their transfer shortlyWe apologize for any inconvenience and stress that this has caused the complainant
Initial Business Response / [redacted] (1000, 5, 2015/03/25) */ On March 14th, the user reached out to Stripe asking why a payment from over a month earlier had not been transferred to her bank accountA Stripe support representative responded on March 17th, acknowledging the request and letting the user know that we were investigating the issue There was an error on Stripe's end which had prevented the transfer from going through properly, and in the course of troubleshooting and resolving the issue, we took much longer than usual to respond to the user's messagesWe were able to resolve the issue and follow up on March 23rd, and transfers on the user's account are now working as expected The representative who responded on the 23rd apologized for the lengthly process, and we'd like to echo that sentiment hereIt took too long to respond to and resolve the user's issue, though we are happy to say that, as it stands, the transfer issue is resolvedWe will provide faster assistance to this user (and other users with similar issues in the future), and would be happy to assist the user in closer her Stripe account
Complaint: [redacted] I am rejecting this response because: my email address is [redacted] and as of today my money is still being heldSincerely, [redacted] ***
The email is [redacted] Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***
Stripe strives to answer each user request quickly and efficientlyWhen 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 complainantWe are happy to work with the complainant and answer any questions they have about their accountIn order to do so, the complainant is encouraged to email in at [email protected] 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 / [redacted] (1000, 6, 2015/07/06) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll 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 servicesStripe 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 ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn June 29th, 2015, Stripe reached out to the complainant to advise them of our decision and the closing of the accountThe $2,fee associated with the $92,payment was refunded, so the complainant was not charged for this The closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur 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 / [redacted] (1000, 5, 2015/08/26) */ On 14th August, the complainant's account was rejected becuase it violates our Terms of ServiceOn the 15th August, the complainant accidentally deleted his accountThe complainant wrote into us on 17th August requesting we re-open his account We re-opened the complainant's account on 24th August and informed him of this factAn initial lissue occurred, and this was resolved on 25th AugustThe complainant is now able to access the payment data for accounting purposes Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) A problem has been brought to my attention that is extremely urgentSeveral customers have brought to me their statements showing that they never received any credits from the refunds that I issued themI have messaged your support center for support but have not received an answer for over hoursCustomers are now threatening to file chargebacks if I don't provide more information to them as to what is going on and why this is happeningWhy have my none of my customers received their due refunds that I issued? Final Business Response / [redacted] (4000, 9, 2015/09/08) */ The complainant wrote to Stripe Support three times regarding this issue - on August 28, September and September Stripe Support responded on September with information confirming one specific refund that the complainant referenced by email The complainant has not responded to that email requesting further action or informationIf the complainant wishes to confirm further refunded transactions, we will need the identifying information for the original charges, and we will be able to confirm whether and how the refund was processed
Initial Business Response / [redacted] (1000, 5, 2015/04/26) */ We know chargebacks are frustrating, especially when a merchant acts in good faith and finds out that the card used by a customer is stolenWe also understand that payment processing, and the responsibilities and limitations thereof, can be a bit confusingStripe helps merchants accept and process credit card, debit card and other types of card payments from customers who wish to pay our users for services or merchandiseThis does not mean, however, that Stripe approves, authorizes, or guarantees any payment processedAll charges are ultimately authorized or declined by the card's issuing bankStripe does have a fraud shield in place to assist in protecting users from risky transactions, and in this user's case 85% of total transactions were indeed shielded or bank-declined; however, no algorithm is perfect, and our Terms of Service detail both our responsibility for protecting the security of data in our possession, and the user's responsibility for "the use of lost or stolen data that is used to purchase products or services from your businessStripe will not be liable for losses resulting from use of lost or stolen data with the Service." https://stripe.com/us/terms#security-and-fraud-controls https://stripe.com/us/terms#chargebacks It is the responsibility of every business owner accepting Card-Not-Present transactions to educate themselves about fraud, and Stripe provides robust documentation to assist users in learning how to avoid fraud and disputes; however, we expect business owners to be proactive in learning about our security features and how to use the charge details in the Stripe dashboard, as well as the information that may only be available in their backend (such as a shipping address, order contents, and customer communication), to review charges and reject/refund transactions that present more risk than they are willing to assumeWe're always happy to educate our users, or to take a second look at any charge we're asked specifically about, but the responsibility to familiarize themselves with our security options and how to review their charges rests with the user, who is welcome to reach out to us for help at any timeUnfortunately, when it comes to fraud and disputes, we often do not hear from the user until they have already been negatively affected It is the user's right to pursue outside civil litigation against the parties who received his goods if he is able to identify and locate themThis is not Stripe's responsibility, nor anything we can assist with directly, but must be pursued privately with the assistance of legal counsel via the civil court process 0https://support.stripe.com/questions/avoiding-fraud-and-disputes Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) The education process to my business was woefully inadequateThe ability to and necessity to inspect the individual transactions through my "back end", was never explainedInstead Stripe knowingly allowed fraudulent users to hammer my account time after time after time ( up to twenty seven attempts) with fraudulent card numbers , one after the other until ther successfully charged an item using a stolen card numberNow after I understand how to inspect the attempted , fraudulent run against my account I can easily see the highly suspicious activity easilyIf Stripe had any real protection in place they would have or should have alerted me to inspect the back end of there's four transactions BEFORE I reased the very expensive products to these multiple crooks Throughout my relationship with STRIPE they have exhibited a total lack of concern for educating me or the loss I have incurred due to their negligenceI have only received " boilerplate" response to my correspondence and I'm not even sure these responses came from actual people or Jude auto ,pre programmed responsesBEWARE YOU CANNOT ACTUALLY SPEAK TO ANY LIVE PERSON ON THE PHONE AT STRIPEPOTENTIAL STRIPE CUSTOMERS SHOULD STAY AWAY FRO THIS RIP OFF SERVICEI pland on communicating with Go Daddy and will urge them to discontinue their relationship with this totally inadequate serviceSTRIPE DOES NOT CARE THEY DO NOTHING TO PROTECT YOU OR YOUR BUSINESS, STAY WAY AWAY FROM STRIPE
Complaint: [redacted] I am rejecting this response because: I made several attempts to contact them through customer service to understand what needed to be done to receive the $ [redacted] that shows as "Next transfer" in my account from the $ [redacted] that was deposited in my account on 6/14/ [redacted] to make this transferThey accepted the $ [redacted] , then suspended or "closed" my account with money still holding in the account? I want the money they owe me, $ [redacted] I don't care if they close my account because I don't want to do business with them any longer...just want my moneySincerely, [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/23) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll 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 servicesStripe 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 ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn April 20, 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 ServiceOur 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 dataWe're unable to discuss the status of a user's payments with anyone other than the account owner, so we will be contacting the user directly to discuss the state of his account and his payments Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) days have passed [redacted] I have yet to receive a single response from one of the emails I sent to different representatives in the companyI have called the only number I could find for the company and have left a messageNo call back Thank you so much for your Copy and Paste answer, but I still have no resolution to my plait I would like a definitive public answer of when the funds will be release or what will need ot be done to release said fundsAll merchandise purchased with the funds have already been shipped and deliveredWith confirmation for each No reason was given in the terminationNo formal contact infoNo response "We're unable to discuss the status of a user's payments with anyone other than the account owner, so we will be contacting the user directly to discuss the state of his account and his payments" - When? Next quarterly batch review? I would like to say that Stripe has poor customer serviceBut to have poor customer service, IT HAS TO EXIST! STRIPE PAYMENTS HAS ZERO CUSTOMER SERVICE Final Business Response / [redacted] (4000, 10, 2015/04/28) */ On April 24th, we reached out to the complainant, informing them that we had refunded all charges that have not yet been transferred to their bank account and that they would need to make alternative arrangements with their customers to receive those funds As stated previously, 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
Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll 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 servicesStripe 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 ServiceStripe cannot process payments for any businesses that are closely related to the firearm industryThis includes businesses that are not directly selling firearms, but are instead providing parts and accessories used in direct relation to these productsOn July 22, 20**, Stripe reached out to the complainant to advise them of our decision and the closing of the accountThe closing of this account is in accordance with the following section of the Stripe Terms of ServiceOur 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 / [redacted] (1000, 5, 2016/01/10) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll 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 servicesStripe 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 ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn December 8th, 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 ServiceOur 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 / [redacted] (3000, 7, 2016/01/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I CLOSED the account on my own- the account was still open when I closed it THAT IS WHY THE REMAINING SALES WERE ABLE TO BE PROCESSED just transfer my funds and that will be the end of this Final Business Response / [redacted] (4000, 9, 2016/01/15) */ As mentioned, we have identified strong signals that the complainant's Stripe account was in violation of the Stripe's Terms of ServiceThe closing of this account is in accordance with our ToSIn particular, the significant credit or fraud risk: https://stripe.com/us/terms#termination Since Stripe cannot process payments that appear to be unauthorized by the legitimate cardholders, we would not be able to transfer any remaining funds to the complainant's bank accountIn addition, there is no balance on the complainant's Stripe account Final Consumer Response / [redacted] (4200, 11, 2016/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) So you refunded the customers?? If so that's fine also
Stripe reached out to the complainant on June 6, [redacted] about an account that is related to their [redacted] from [redacted] LLC by owner name, date of birth and tax idThis related account has a negative balance of $***, which is a result of excessive chargebacks for product not receivedIn our email on June 6, we informed the complainant that we would need to reserve funds on their [redacted] from [redacted] LLC account, as they share the same owner, until their delinquent account was brought back into good standingIn this email, we also gave the complainant the option to send us a wire transfer to pay off the $ [redacted] owed As stated in Stripe's Terms of Service, we reserve the right to create a Reserve Account on the complainant's account as needed: https://stripe.com/us/terms#reserves In regards to the complainant's concern about lack of phone support, we have simply found we can provide the most efficient service when our entire team can access and respond to an issue via emailPhone support is something that Stripe is actively looking intoIn the meantime, the complainant is welcome to email us at [email protected]
Per 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 normalFor example, we may hold a Reserve if: 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." [redacted] The funds in the Complainant's balance are at high risk for being disputedIf the funds are not disputed, they will be released on June 28, 2018.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
Below is Stripe's Response to the complaint submitted by [redacted] (herein referred to as the "Complainant") on [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 [redacted] *** under the name "AHM INC" at http://ahmcoin.com. Stripe has continued to processed payments for the account owner until [redacted] On [redacted] ***, the Complainant emailed Stripe regarding the first of two chargebacks on their account (filed on [redacted] and [redacted] ***). A Stripe support agent emailed the Complainant back and answered each of their questions. The Complainant pursued no further contact with Stripe. 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 $ [redacted] for each chargeback that we processed. Dispute Resolution Terms Stripe charges a fee for providing the service outlined above (https://stripe.com/us/legal#fees-and-fines). This includes both fees per transaction as well as fees for other services, such as dispute resolution. For US accounts, a merchant incurs a $ [redacted] dispute fee for each dispute submitted on a charge processed through Stripe's platform (https://stripe.com/docs/disputes/faq). We charge this because Stripe incurs fees and costs for each dispute filed against a merchant. If the dispute is resolved in the favor of the merchant,the $ [redacted] dispute fee is refunded to the merchant even though Stripe receives no reimbursement of fees and costs incurred in supporting the merchant with the dispute resolution process. When a cardholder initiatesa dispute against a merchant using the dispute mechanisms provided by the cardholder's bank, Stripe provides tools for the user to submit evidence that illustrates that the charge was legitimate. However, Stripe plays no role in the ultimate decision made on whether the chargeback is valid. When a merchant signs up to use Stripe's services, the merchant agrees to be immediately liable for all disputes. In specific, the Complainant's agreement with Stripe states: "When a Chargeback is issued, you are immediately liable to Stripe for the full amount of the transaction related to the Chargeback plus any associated Fees, fines, expenses or penalties (including those assessed by the Card Networks or our payment processors). You agree that Stripe may recover these amounts by debiting your Bank Account, debiting the Reserve Account, or setting off any amounts owed to you by us. If we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demand. Where such amounts are not immediately paid to us, you agree to pay all costs and expenses, including without limitation attorneys’ fees and other legal expenses, incurred by or on behalf of us in connection with the collection of any unpaid Chargebacks unpaid by you." (see https://stripe.com/us/terms#chargebacks) 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.
Stripe has worked out an agreement with the complainant and agreed to release their funds. The remainder of their balance is currently in transit. Complainant can log into their Stripe account to review this transfer information.
Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll 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 servicesStripe 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 ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn 8th April, 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 ServiceOur 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 / [redacted] (3000, 7, 2015/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I dont need you to copy paste your policys I need to know when the money in my account will be transfered,all charged are legitimate and authorized Final Business Response / [redacted] (4000, 9, 2015/05/26) */ Stripe operates within a variety of constraints imposed by our banking partners, credit card networks and applicable lawAs a result, Stripe must fully understand its users to ensure their businesses are consistent with Stripe's Terms of ServiceAll 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 servicesStripe 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 ServiceStripe cannot process payments that appear to be unauthorized by the owner of the charged cardOn April 8th, 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 ServiceOur 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
My name is [redacted] I'd like to withdraw Complaint # [redacted] against Stripe, Incin [redacted] , [redacted] as they have finally resolved the issueThank you
Initial Business Response / [redacted] (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 / [redacted] (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 BBB... 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.