Complaint Against Shopify: Account Locked, Payment Suspension, and Lack of SupportNature of Complaint: Unjustified Account Lock, Payment Gateway Suspension, and Lack of Resolution from ShopifyDescription of the Problem:I am filing this complaint against Shopify due to the unjustified locking of my account, suspension of payments through Shopify Balance, and ongoing lack of resolution despite my numerous attempts to resolve these issues.My account has been locked for nearly two months without any clear explanation from Shopify. I have not made a sale in over a year, but when I recently tried to use the platform to chat with support and initiate an investigation, Shopify responded by suspending my Balance payment the next day. This suspension directly affected my ability to use Shopify’s Balance card, which serves as the gateway payment system essential for processing transactions.After the suspension of the Balance card, I managed to start making sales again. However, Shopify soon locked my account for reasons that remain unknown. I promptly reported this issue, and Shopify informed me that they were investigating the matter. Despite repeated follow-ups, I have not received any clear answers or solutions. The only response I get is that the issue is still under investigation.During this period, Shopify has continued to charge me monthly fees, despite the fact that my account remains locked and I am unable to fully operate my business. To make matters worse, I recently had a customer make a purchase, but Shopify has blocked me from contacting the customer or sending them a label for their purchase, further damaging my business reputation and customer relations.Attempts to Resolve:I have reached out multiple times through Shopify’s support channels, including chat and email, to seek assistance and understand why my account was locked and payments were suspended. Unfortunately, Shopify has not provided any substantive response or timeline for resolving these critical issues.Impact on My Business:This situation has severely disrupted my business operations. The account lock has not only prevented me from managing my sales and payments effectively but has also left me unable to communicate with customers, fulfill orders, and maintain my business’s credibility. Additionally, the continued billing for services I cannot use feels unjust and has put unnecessary financial strain on me.Desired Resolution:I am seeking the following resolutions:Immediate unlocking of my Shopify account and restoration of all account functionalities.A clear and detailed explanation of why my account was locked and payments were suspended.Reinstatement of the ability to contact customers and process their orders without further delay.A refund of the monthly charges incurred while my account was unjustifiably locked.Assurance from Shopify that appropriate measures will be put in place to prevent such issues from occurring again in the future.Supporting Documents:I am willing to provide any supporting documents, including screenshots of the account status, communications with Shopify Support, and any other relevant evidence upon request.
