If you're unhappy with Durable Money, including a fee, a transaction, your account, or how we handled a request, we want to know.
Make a complaint
Email [email protected] with "Complaint" in the subject line. Include:
Your name and the email address on your Durable account
Your business name
What happened, with dates and amounts if you have them
What you'd like us to do
You can also chat with us from the help icon in Durable and tell us you'd like to make a complaint.
What happens next
We'll confirm we've received your complaint within 5 business days.
We aim to resolve it within 15 business days.
If we need longer, we'll tell you why and when to expect an answer.
Other things you might need
If your card is lost or stolen, deactivate or replace it straight away. See Issue and manage cards.
If a customer has disputed a payment, see Respond to a payment dispute.
For questions about Durable Money, see the Durable Money FAQ.
About Durable Money
Durable Money is powered by Stripe. Durable is not a bank or a money transmitter. Durable partners with Stripe Payments Company for money transmission services and account services with funds held at Fifth Third Bank N.A., Member FDIC. Durable Visa® Commercial Cards are powered by Stripe and issued by Celtic Bank. Stripe Issuing balances are provided in the US by Stripe Payments Company, licensed money transmitter, with funds held at Stripe's bank partners, Members FDIC.