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

158 points interesting_att | 1 comments | 22 Oct 22 15:43 UTC | HN request time: 0.246s | source

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Which is insane because they have already withdrawn all the funds, meaning their risk would be zero if they refunded everyone.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

1. remote_phone ◴[22 Oct 22 18:51 UTC] No.33300990[source]▶
Companies like Stripe can’t deal with the P999 problems and are ignoring them.

They think their P99 customer service is great but 0.1% of their customers are experiencing a catastrophic level of experience and they simply don’t care. They are ignoring it because it doesn’t show up on any of their metrics or dashboards but it has a catastrophic effect on a small number of customers.

Companies like Stripe need a swat team that deals with these P999 catastrophes, but given their scale it’s probably cost prohibitive, so they just say “Fuck it.”