Stripe, Inc.

Stripe would like to clarify several points made by the complainantWhen Stripe Supporters responded to the inquires made by the complainant, they provided appropriate troubleshooting steps at each interactionIt can take up to five business days for the complainant's bank to inform us that the transfer has failedAs a result, once Stripe had the updated information that showed that there was an issue with the banking information, we acted accordingly
First, there was proactive outreach to the complainant to inform them that the transfer had failedThe complainant responded and we provided them additional troubleshooting steps to run through on their Dashboard to fix the issueWhen the complainant responded that this did not worked, a Stripe Supporter asked for a blank check, in order to confirm the information on fileThe complainant never responded to this nor did they send a copy of a blank check so that they could receive further helpWithout the cooperation of the complainant, we were not able to take further actionDue to the sensitive nature of banking information, we were unable to proceed further without the requested informationThese specific interactions spanned from *** ** *** *** ** to *** ** *** *** ** -- less than hours
While Stripe wishes that we could have further assisted the complainant to update their banking information to receive their transfer, the complainant ceased communication with us and did not provide requested informationAs a result, Stripe was not able to assist the complainant not due to negligence but to a lack of action on the complainant's part

Initial Business Response /* (1000, 5, 2015/12/08) */
Stripe helps thousands of merchants accept payments onlineWe don't charge customers' cards directly and it's an unfortunate bug that sometimes our information shows up on cardholders' bank statements instead of the business'sThe
payment in question would have been made with one of the many online businesses using Stripe to accept payments, and would not have come from Stripe directlyIf the complainant would like to write into us directly with information about his charge, we'd be happy to look up the charge information and let her know which of our merchants created the chargeSpecifically, the following information would be useful:
last four digits of the card
expiration date
card type
If the complainant could provide the information she has already conveyed in the email as well, that would be useful as well -- name on the card, charge amount, date

The amount of $*** has been released to the complainant and will post in their bank account on *** **, ***The complainant is welcome to track this via their transfers overview page: https://dashboard.stripe.com/transfers/overview

Complaint:***I am rejecting this response because: The response is referring to our Shopify ecommerce site but the complaint relates to two charges from our *** *** accountWith the amount charged and initial attempt declined there should have been a fraud detection alert.Sincerely,*** ***

Complaint: ***I am rejecting this response because: I rejected the changes to the terms and conditionsThe terms and conditions I agreed to were those from my initial sign up that did not give authorization to debit my accountI ceased using Stripe once I disagreed with the new terms.
Sincerely,*** ***

Initial Business Response /* (1000, 5, 2015/06/17) */
The transfers in the account are being held because we were unable to verify the URL to the website for your businessThe URL we had on file did not existOur financial partners require us to thoroughly review accounts and verify the identity
of every user on our platformWe instructed the account owner to update the URL in the account settings: https://dashboard.stripe.com/account/public
We were unable to contact the account owner for a while, which is why the process took as long as it didFor security reasons, were are unable to speak to anyone but the verified company representative
This issue was resolved and the funds were deposited on June 11th,
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Stripe did transfer the funds onn6/12/They are not being truthfulWe contacted them by email immediately when the account stated the website URL did not existNot only did we fix what they asked in May but we inquired why deposits had gone through until 3/1/with no issueThe questions were never answered, they took no responsibility for the error until Eeke responded to us with an apology for THEIR lack of service but still did not answer the questions as to why the account was all of a sudden a problem when nothing changedThe error was on Stripes end, they ignored over emails that I have copies of and only when I contacted the Revdex.com and our attorney did they address the problem
We are resolved in that we have the funds but the answer from Sripe is not factual as they made no contact and did not respond to contact from us for weeks
We are switching companies the customer Service is awful and they have a long list of complaints in the last months

Initial Business Response /* (1000, 5, 2016/01/07) */
While Stripe never wants to turn away businesses, we did find that there was an elevated risk in processing payments for this businessTo clarify, since Stripe bears financial responsibility for all accounts using Stripe to accept
payments, Stripe needs to have a high degree of confidence about their likelihood of delivering promised goods and servicesThe complainant was asked to provide additional information so that we could verify their business through a working URLThis is because, to continue transferring funds and provide support to a business, we need to be able to verify what is being sold, and how customers can get in touch in case of issues
As we didn't receive these details, we closed this account 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
That said, we do completely understand the frustration and confusion caused by the lack of response to your emailsUnfortunately, based on our ToS, we're unable to change the decision that has been made in closing this accountIf you have any follow up questions about this, please feel free to contact ***@stripe.com to discuss this in more detail

Complaint:***I am rejecting this response because:There is yet a dispute on any chargesWhere do they get the assumption that there will be some to come? Every business get the payout everyday im having to wait days on a claim that is baseless about high chance to get disputedThe risk is not any higher than anyone else accepting credit cards
Sincerely,Enrique ***

Initial Business Response /* (1000, 5, 2015/08/31) */
On 19th August, we notified the complainant that we would be shutting down his Stripe account associated with his Big Commerce store as it was high riskOn 30th June, we rejected another Stripe account run by the complainant which he
used to sell the same goods on his Shopify storeThis was closed for having high chargeback rates, for being high risk, and currently has a negative balance of $16,
Based on the level of risk this Bigcommerce store and the associated goods pose, we rejected this accountWe will be holding the reserve of $1,not yet transferred to the complainant to cover the cost of any incoming chargebacks until the window for chargebacks to arrive endsAfter days, any remaining funds will be transferred to the complainant
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this is non factual!!!

Stripe is happy to look into why the complainant's transfers have not arrived yetHowever, in order to do that, we will need to look at the complainant's Stripe accountThere is no Stripe account associated with the email provided by the complainantWe encourage the complainant write into
[email protected] so we can help them

Funds in the amount as requested by the compliant have been initiated for return to their bank account. These
funds should post within the next business days
Stripe temporarily disabled the login to this account on *** ** *** as security measure since it had come
to
our attention that the complainant's login credentials may have been obtained by a third partyIn order to regain
access to this account, we asked the complainant to please contact us at [email protected] so we could verify
their identity over the phone. This is a security measure in place to protect the complainant's account
Correspondence between the complainant and Stripe followed over the next two weeks to arrange a time to
speak on the phoneStripe will continue to reach out to complainant until an arranged time to call is achieved
Once contact is made and the account verified, the complainant will be able to close their Stripe account

Initial Business Response /* (1000, 5, 2015/12/21) */
Stripe processes credit cards for thousands of businesses online (https://stripe.com/gallery)It looks like the complainant made a payment on one of these businesses' sites, and for some reason Stripe's details have shown up instead of
merchants on the complainant's credit card statement
As of today, 12/21/2015, the complainant has not reached out to ***@stripe.com for help on how to proceed with this issueWhen a product has not been delivered, we typically recommend that the customer reach out to the company that they ordered the product from to resolve the issueIt looks like the complainant is referencing a transaction placed with www.universityofguns.comSince Stripe is unable to process refunds on behalf of merchants, the complainant will have to reach out to the University of Guns support team here:
http://universityofguns.com/contact-us/
or by phone: XXX-XXX-XXXX
or by email: ***@universityofguns.com
If the complainant does not receive a satisfactory response from the merchant, then we would typically recommend filing a dispute for the charge with the credit card company used for the transaction
We would be happy to answer any questions that the complainant might have at ***@stripe.com
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reached out to the merchant
http://universityofguns.com Al I got from them was an email stateing the following:
Dec 17, 05:
Sorry for the delay in response
Due to high volume of orders we have a delay in delivering the products to youWe are sorry to say that your order will be reaching you only after Christmas
Sorry for making you wait for so many daysAs we have delay in shipping your product we will be sending a Keychain LED light as a gift from our end
Please mail us for any queries!
Thank you for contacting us!
Great day!
P.SYou need to check out this Tactical PEN Light we just got in today! I guarantee its the brightest PEN light you'll own - else I'll buy it back from you! Go Here > http://goo.gl/2dMWVy
It does not say anything about when they might ship my products other than after Christmas
Then after that they sent me a how did we do type emailNothing has been resolvedAll I'm asking for is an approximate ship date or a refundIt isn't that hardYou would think that they would send a least part my order (Targets)
Now if stripe.com can intervene in my behalf that would be very much appreciated
Final Business Response /* (4000, 9, 2016/01/01) */
We understand how frustrating it can be to wait for a company to ship an order with no news on a timelineNonetheless, while Stripe is involved in the complainant's transaction with The University of Guns, as a company Stripe is only responsible for securely processing the complainant's credit card informationUltimately The University of Guns is responsible for shipping the order and giving a clear timeline on when to expect the shipmentThey are also responsible for choosing to cancel orders or process refunds
We would encourage the complainant to try reaching out to the business again using any of the above contact informationIf the complainant does not receive an update on their order status, we would encourage them to contact their credit card company and file a dispute on the charge
If the complainant believes that the business is acting fraudulently, they are welcome to alert us at ***@stripe.com and we will investigateBeyond that, it's the responsibility of the business to communicate with its customers and provide shipping timelinesAgain, we know it can be frustrating to not have enough information on an order (especially if it has gifts for loved ones) and hope The University of Guns is able to clear this up as soon as possible

Initial Business Response /* (1000, 5, 2015/06/26) */
Beginning on June 10, 2015, the complainant repeatedly sent messages in response to a request from the Stripe team that they verify the website they were using to accept payments via StripeStripe's verification processes are explicitly covered
in our terms of service and a mandatory requirement that all Stripe users meetStripe's specific requirement that users verify the site their using to sell goods/services is in place to ensure the goods and services they're selling are in line with our Terms of Service and allows us to fulfill the KYC (know your customer) banking requirementIf a user fails to meet this requirement, we may temporarily pause transfers to their bank account, until the requirement is met
That is exactly what happened in this situationThere appears to have been some short lapse in communication where the complainant claims to not have received some responses sent from ***@stripe.comEventually, the complainant was able to touch base with a member of the Stripe team, verify the information we needed, and we were able to resume transfers as a resultWe recently sent out a transfer on June 23, for $to the complainant's bank accountAccordingly, this case is resolved and should be closed
https://stripe.com/us/terms

On August 2nd, Stripe sent an email notifying the complainant that the account balance would be placed on reserve for days due to an elevated risk of disputesThis day period is the industry standard period in which charges can be disputedThis is outlined in our Terms of Service here:https://stripe.com/us/terms#reservesThe complainant has access to the Stripe dashboard and can see the details of the funds that are reserved and when they are due to be transferred pending any chargebacks.While we don't wish to provide anything less than a stellar experience for our users, there are times when we need to turn users away from our servicesIn this case, it was due to very stringent guidelines which are set by our banking partners

Complaint: ***I am rejecting this response because:
I DIDNT HAVE ANY DISPUTES AT ALLHOW CAN YOU HOLD MY FUNDS AND CLAIM MY BUSINESS IS HIGH RISK BASED ON YOUR 1% MAXIMUM DISPUTE RATE WHEN I DIDN'T HAVE ANY DISPUTES AT ALL!!!! GIVE ME MY MONEYYYYYYYYY!!!!Sincerely,Karis ***

Complaint: ***I am rejecting this response because of tortious interference by allowing us to accept, and then cutting off after days after acceptingVery negligentFurther, they think that jurisdiction is proper in that State; however, it won't be because this will be about the customers you interfered with and where they stemmed from with my business in ***See you in courtOtherwise, open our merchant account back up and let us process. Sincerely,*** ***

Complaint: ***I am rejecting this response because:
if they decide to suspend my account, I don't have problem with that but at least I need the balance and the fund I had in my account then they can close it, is not fare to keep my money and don't send it back !
Sincerely,*** *** ***

Initial Business Response /* (1000, 6, 2014/07/25) */
When a new seller creates an account, Stripe ensures that the business fully complies with the Stripe Terms of ServiceIn this case, the user created an account with Fundly and selected Stripe as a payment processorOn July 11th we
reviewed the account in questionThe account owner had provided no information pertaining to their Fundly campaign and the high-value transaction pattern presented an elevated level of riskIn order to verify the authenticity of the charge, and to meet card network requirements, we contacted the seller to confirm that it was authorized by the cardholderIn the meantime, we postponed the transfer of funds while we verified additional information about the accountOn July 15th, we had fully verified the account and sent the funds to the user's bank accountAt the time of this response, the account has been fully set up and is operating normally, and the seller shouldn't experience any delays going forwardWe since have been in contact with the seller, and we're happy to follow up on any questions or concerns

Initial Business Response /* (1000, 5, 2015/06/05) */
There was a uncharacteristic delay in responding to the emails here after a large influx of emails during this time periodOn May 26, we replied to the complainant's email and looked into this issueOn 1st June we updated the
complainant with the issue, i.ethe transfers to the complainant's bank account were valid and were processed through a second Stripe account set up by one of the complainant's colleagues
We explained how the complainant could access this second Stripe account in order to identify and reconcile the unrecognized transfers to their bank account in emails on 1st June and 2nd JuneOn 4th June we followed up to check if they could access this second Stripe accountWe are still waiting for a reply and confirmation that this issue has been resolved
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The correspondence from Stripe is sporadic and the issue is not resolvedI've already responded directly to their support person ***, that the second Stripe account does not belong to usthat the transactions are in errorErroneous deposits are still hitting our account, the latest being June 3rdOur bank is now trying to reverse the deposits thru ACH and is attempting to contact Strip on our behalf
Final Business Response /* (4000, 9, 2015/06/13) */
Hi ***,
My apologies for the difficulties here
After you initially contacted us on May 18, my research revealed that a volunteer with MPAEF set up a second Stripe account in connection with a major fundraiser in As far as we're aware, the funds you're receiving are donations to MPAEF in response to that fundraiser
At your request, I reached out to that user to get her permission for me to get you both in touch with each otherI then contacted you to confirm her identity, Ccing her on that email
Unfortunately, I'm afraid my response may have been caught up in some email filterI've just reached out again today using the email you provided in this Revdex.com report, in hopes that my email will get through
Once we're able to resolve ownership of the second account, we would be very happy to help you refund the charges associated with these transfers, if it turns out that they should not have been sent to MPAEFThis will involve coordinating with the owner of that second Stripe account, to make sure that any refunds are authorized by the appropriate parties
I hope this sheds some light on this situationPlease don't hesitate to reach out if not, or if we can help out in any other way!
Kind regards,
*** ***
Final Consumer Response /* (2000, 11, 2015/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/06/12) */
To fulfill our legal and regulatory obligations, Stripe requires that our users have a website or other reputable means of establishing and verifying the identity of their business:
On April 27th, 2015, a Stripe representative reached out via
email to the complainant to let him know that we were unable to verify their business, as the website they provided to Stripe when signing up for an account does not existIn response Stripe held pending transfers to the complainantThe email contained questions and suggestions as to means of verifying their business and reinstate transfers
The complainant responded to provide the correct website URL on May 23rdStripe let the complainant know that the URL had been received and the website would be reviewed
The reviewing of the website and account took longer that expected and on June 1st the complainant contacted Stripe againFollowing this, a Stripe Support representative apologized for the delay on June On June Stripe emailed again to let the complainant know the review had been completed and transfers had been reinstatedThe complainant has since received his transfers
Initial Consumer Rebuttal /* (2000, 8, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)