Over Waitangi weekend my bank account got too low and Xero Direct Debit of $4,800 bounced so I immediately went to my bank and put through a Manuel payment to the bank account it went out to when it bounced thinking this was Xero. In turns out it was Stripe. I asked Xero to ensure this was sorted because they told me Stripe would take the money out again in a few days leaving me out of pocket. Xero support refused to contact Stripe saying they couldn't despite Stripe being their payment collector. They asked me to contact my bank asking for the bank to reverse. I did this and BNZ contacted Stripe apparently but after several weeks of stress I contacted the bank and was told Stripe had ignored their request. I raised my concerns again with Xero and was told to deal directly with Stripe as they said they couldn't. However after several email attempts Stripe did not reply. They do not have a phone number and you must be a customer (like Xero is) to contact their support team. So I couldn't contact Stripe and Xero refused to assist, tried to make out their policy does not allow contact with Stripe despite all customers of Stripe clearly having support access. This was very distressing and caused loss of sleep and anxiety. Please contact me Xero and get this sorted. What makes this worst is that Xero reply to this message after getting a chance to respond to me, is to ask me to respond to their message on the 6th of March. They have not addressed the issues at all. Instead they repeat. Come on Xero you can do better than this please.
