Locked out of account no recourse
August 19, 2021

Locked out of account no recourse

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Stripe

[Used as] our main payment processor.
  • Process payments
  • Locked out of account without any recourse, no followup communication, no sensitivity to the issues they are causing.
  • Payment processing
  • Service down, no recourse, causing numerous problems.

Do you think Stripe Payments delivers good value for the price?

No

Are you happy with Stripe Payments's feature set?

Yes

Did Stripe Payments live up to sales and marketing promises?

No

Did implementation of Stripe Payments go as expected?

Yes

Would you buy Stripe Payments again?

No

Great card processing service, generally stellar customer support. They have however fallen through the floor for us.

We have been locked out of our account for close to 72 hours for "security reasons" with no recourse, update, or context as to how this can be resolved. We reached out to Stripe about an unknown login 14 days ago, they promised they would investigate what occurred during that login. We followed up three days later and they again said they would resolve it and investigate. 11 days after that original outreach, they decided that they needed to lock us out of our account due to this security concern.

They refuse to speak to us over the phone and have around $20,000 in payments sitting in the locked account. They refuse to distribute them or give us any information. Their only response has been "we will contact you soon via email or phone". For 72 hours they have been continuing to draw funds from our customers and we have no idea who they are distributing those funds to, if customer cards are valid, if we need to fulfill those orders. We have no transparency and are beyond displeased with their lack of care on this matter. Find another processor if you want 100% uptime.