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Ask HN: Stripe holding funds for 120 days for no reason

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Ask HN: Stripe holding funds for 120 days for no reason

#1

Post by interesting_att »

Hi Guys--

I started a Stripe account (even incorporated through them) for a basic graphic design and web design service business.

I process a few charges and even though I didn't get a single chargeback or dispute, Stripe decided to deactivate my account and said they would refund all the charges that were processed.

Which would have been fine with me. They said they would refund on Oct 17, but that date came and past. So I kept emailing.

Now they're saying they're holding all the funds for 120 days because of "elevated risk".

Which is insane because they have already withdrawn all the funds, meaning their risk would be zero if they refunded everyone.

I am beyond hurt and confused as I did need this money for my daughter. These decisions have real impacts on real families.

What do you do in this scenario? I have tried contacting support at Stripe but seems to be of no help.

Re: Ask HN: Stripe holding funds for 120 days for no reason

#4

Post by OhNoNotAnother1 »

nodesocket wrote: post #3

HN is not the forum to file customer support tickets. Stripe has great customer support and even live chat support.

Unfortunately it is. Looks like someone from Stripe just replied with a person email address for the guy, not something he would be able to find anywhere else on the web but this site.

Re: Ask HN: Stripe holding funds for 120 days for no reason

#5

Post by xwowsersx »

nodesocket wrote: post #3

HN is not the forum to file customer support tickets. Stripe has great customer support and even live chat support.

The fact that OP (and many others) have felt they need to post on HN in order to escalate is a reflection of the fact that, however good Stripe support may be (and I've no doubt they are swamped, trying their best, etc.), it is clearly not "great." This is the third or fourth time just this month I've seen people at their wit's end, reaching out on HN because they have nowhere else to turn. As in the other posts, Edwin usually responds. I agree HN isn't a support forum, but let's not pretend Stripe customer support is great or that people aren't feeling they have to come here as a last resort after having exhausted conventional support channels.

Re: Ask HN: Stripe holding funds for 120 days for no reason

#8

Post by smoldesu »

xwowsersx wrote: post #5
nodesocket wrote: post #3

HN is not the forum to file customer support tickets. Stripe has great customer support and even live chat support.

The fact that OP (and many others) have felt they need to post on HN in order to escalate is a reflection of the fact that, however good Stripe support may be (and I've no doubt they are swamped, trying their best, etc.), it is clearly not "great." This is the third or fourth time just this month I've seen people at their wit's end, reaching out on HN because they have nowhere else to turn. As in the other posts, Edw…

I don't have to pretend Stripe Customer Support is great to know that Hacker News is the wrong place to whine about it. At least, it severely dilutes the intellectually gratifying content with banal, emotional diatribes. Every company experiences this, regardless of the quality of their customer support.

Re: Ask HN: Stripe holding funds for 120 days for no reason

#10

Post by CharlesW »

edwinwee wrote: post #2

Sorry about this. Could you email me at edwin@stripe.com and I can dig in?

Hey Edwin, you're a champion! But I have to say, as someone who used to hold Stripe on a pedestal, it's disconcerting to see regular HN posts from customers who feel ghosted. I hope you're getting the support you need from the COO's office.
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