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Ask DN: Stripe is holding thousands for no explained reason

almost 8 years ago from Quintin Carlson, Designer @ Hologram

  • Ian Mellett, almost 8 years ago

    Hi Quintin, I'm Ian and I work on Stripe support. Firstly, I'm really sorry to hear that you've run into an issue here. I've located the email you sent and I'm taking a look into this now for you as a matter of priority.

    I'll be sure to get back to you by the end of the day today with at least an update on the situation, but if you've got any other questions or concerns in the meantime please feel free to drop me a line directly: ian.mellett@stripe.com .

    15 points
    • Vipul. MishraVipul. Mishra, almost 8 years ago

      That's some customer support. Good job @ian

      2 points
      • Todd SielingTodd Sieling, almost 8 years ago

        This is damage control customer support. Good customer support would never have had to hit a public site with many eyes.

        10 points
      • Todd SielingTodd Sieling, almost 8 years ago

        (But even damage control customer support is 1000x better than many where problems disappear into black holes; even where a company like Stripe stumbles, it does better than many)

        1 point
    • Quintin Carlson, almost 8 years ago

      Thanks Ian, wish it didn't take this but I appreciate you reaching out.

      4 points
      • Ian Mellett, almost 8 years ago

        Hi Quintin,

        I'll update you further directly by email but I wanted to let you know that we've resolved the issue on our side and the funds are on their way over to you. I'm still investigating but it appears to me that you hit an odd bug when you set up the account a couple of years ago.

        Again, I'm very sorry for the trouble here -- please feel free to reach out to me any time with other questions.

        4 points