Just for context. We are in fashion industry. Selling handcrafted pieces online. We have been in business for 2 years, using Stripe as our primary method for Apply pay, as it is a comfortable payment method for clients.
Recently, last week we have become viral and our sales sky-rocketed, piling up hundreds of orders and about 100k in account. 4 days later, our account payout is frozen by Stripe. All payout blocked. No notice. Nothing.
Bear in mind our businesss is legitimate and all clients are legitimate.
We reach out to Stripe through chat and we are responded by the template responses. That it is under review and that they can take 24-48 hours.
We then ask to speak to a Manager, and after a hassle and going forth and and back a nanager calls after 2 hours, who doesnt even want to state his full name, only his First name, which we dont even know if its true, and then wheh we insisted he said he cant say their full name.
He then says that he will review the account and then come back with follow up on email, and nothing happens in the 48 hours elapsed, so ..
We contact stripe again through chat and aftwr a round of another hour we ask to speak to the Manager,
3 hours later, another lady calls, which also just states only her first Name, and gives us the same useless pretext that the account is under review and that someone is looking into it and that she escalated our case, but now she says that the timeline is 2-3 business days is the general period, but it can take more than that in extensive cases.
Here i get frustrated, and ask her, you are withholding our money, our clients money, on what terms? What us under review? We are legitimate. Clients are legitimate. She respons that she can not tell me that right now, it is not in her power, and that she can not tell me a maximum deadline.
If it takes longer it will affect our brand identity since it financially blocks us.
Now, I would like to know and am open to suggestions on what to do next.
Lawsuit? Go to the news and make them public for this scrutiny? Is it legal what they are doing? Is there a contact on HN that can solve this over Stripe please?
I read some old reviews and some comments stated that there are quite some contacts from Stripe here, so i thought to give it a chance.