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Stripe Wrongly Restricts Accounts

1 points by nerder92 ↗ HN
It's 5 days that we are fighting with Stripe support to resolve a simple issue with one of our connected accounts. After 5 days the reply I've got is the following, which is somehow absurd:

"While the information on the document matches the information on the Stripe account, it is being rejected due to a formatting issue as it is a photocopied or scan of the original document."

Over a "formatting issue", they are literally taking our customer account hostage, blocking payments and payouts.

Our platform handles something around 2M in transactions, with more then 75 connected accounts, and we are powerless in helping our customer.

Does anybody can help me escalate this internally at Stripe?

4 comments

[ 2.7 ms ] story [ 23.5 ms ] thread
keikobadthebad
... send the original document?
nerder92
We've already done that and with several different documents. It's something will take a human 2 second to understand that the address is the same.

How obscure this process can be?

neximo64
That means they think the document is doctored and fraudulent.
nerder92
We've sent like 5 different documents showing the same address