We’re VPNHouse, a VPN service provider, and we want to share our troubling experience with Stripe. Two months ago, Stripe withheld 2000 EUR from our account. Since then, we have repeatedly tried to contact their support team through various emails and calls, but all our attempts have been ignored. Our account remains locked, preventing us from accessing our funds or managing refunds.

The Onset of the Crisis

Starting April 15, our company experienced an unexpected surge of fraudulent transactions. Recognizing the severity of the situation, we acted swiftly to mitigate any impact by transferring 2,000 EUR to our Stripe account. This proactive step was intended to cover disputes and refunds arising from these fraudulent activities. Yet, instead of assistance, we faced an inexplicable roadblock: Stripe locked our account.

Seeking Support in Vain

In the crucial moments when support was most needed, Stripe’s response was profoundly disappointing. Despite numerous attempts to engage through live chats, emails, and phone calls, our pleas for help went unanswered. Our requests for case reviews were systematically shut down within minutes, without any resolution.

The Silent Treatment

Compounding the frustration, the 2,000 EUR deposited to our Stripe account vanished without processing or refund, with our bank confirming the transfer had successfully reached Stripe. This loss is not just a financial strain but also a significant operational setback, preventing us from managing refunds and affecting our customer service reputation.

Public Outcry and Stripe’s Non-Response

In an attempt to highlight our plight, we turned to social media to share our story. We hoped that public visibility would encourage Stripe to address our concerns. Unfortunately, even after the extensive engagement and outreach through platforms like Facebook, Twitter, and Reddit, Stripe has yet to respond. Communications remain unilaterally closed, with every attempt at dialogue swiftly shut down by Stripe on their support channels.

Conclusion: A Call for Alternatives and Solidarity

Our experience, echoed by many other Stripe users, suggests a pattern of neglect that we can no longer overlook. We advise all businesses seeking reliable payment processing solutions to consider alternatives. For those who have faced similar challenges with Stripe, we encourage you to share your experiences to help others make informed decisions.
To the community and potential payment processors reading this: what are the reliable alternatives to Stripe that prioritize customer support and transparency? Your recommendations are invaluable, not just to us but to the wider business community facing similar challenges.
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