I use Stax Payments as an alternative to Stripe. On Friday they debited $18k from my account for no reason. The sent me an email on Saturday saying it was a programing mistake by a third party and that I should ask the bank to stop the debit if I could, however it was too late to do that.

I patiently waited all weekend to get in touch with someone to talk to about the issue and it is Monday morning now I have been trying to reach them all morning, but still there is no response as to what is going on.

I have no idea if my money is safe. I have gotten absolutely no additional communication from the company.

I'm posting this here to see if anyone is having a similar problem and also to hopefully try to reach someone from STAX payments.

Here is the ridiculous email they sent me on Saturday:

Dear Ryan,

We are contacting you to make you aware of an error that may have resulted in an incorrect debit being applied to your bank account for your payment processing.

The root cause was determined to be a processing error by Finix (a third-party service) that resulted in over deducting merchant accounts for amounts related to fees, refunds, and chargebacks occurring on Wednesday September 13, 2023, and settling on Thursday September 14, 2023.

At this time, we are recommending that you contact your bank to reject the debit which will reverse the transaction and return the funds to your account. Please note, your bank may have rejected the debit before it was applied to your account in which case no further action is required.

If you are having problems with the bank reversal, we will arrange for a separate refund. We may need to ask you to confirm the transaction details before processing your refund. Refunds will begin to be processed starting on Monday, September 18, 2023.

Best Regards,

STAX Payments

Anyone have any ideas on what I can do here?