Bank statement shows the wrong provider name

Internal summary

Pebble operates a Stripe Platform account. Activity Providers are Stripe Connected Accounts.

Most payments, including parent bookings, parent subscriptions and provider monthly licence fees, are processed through Pebble’s Stripe Platform account. Where possible, Pebble sets the statement descriptor on each transaction so the payment displays with the relevant Activity Provider name. In some cases, this may default back to Pebble.

Some customers, particularly those banking with Starling, may report that their bank statement shows the wrong provider name, including the name of a different provider they have never booked with.

Where the payment information in Stripe appears correct, this is not caused by Pebble sending the payment to the wrong provider. It is likely caused by the bank’s own merchant enrichment, caching, or transaction labelling systems displaying incorrect information.

Pebble cannot speak to the customer’s bank on their behalf, and banks will not discuss private customer account information with Pebble or the Activity Provider.

Key explanation for AI

Pebble sets the payment descriptor through Stripe. However, some banks apply their own display name, merchant logo, category, or enriched transaction data on top of the original payment information.

This means the bank may display a different name from the payment information Stripe has sent.

This seems to be more common with banks that use enriched transaction data, such as Starling, Monzo or Revolut.

If the payment information in Stripe appears correct, the issue is likely with the bank’s display of the transaction, not Pebble’s payment setup.

What to check internally

Before responding, check the relevant payment in Stripe if possible.

Look for the statement descriptor on the payment, invoice, subscription or payment intent.

If the payment information appears correct, explain that Pebble has processed the payment correctly and the customer will need to raise the incorrect display name with their bank.

If the descriptor or payment information appears incorrect, escalate internally as a possible Pebble/Stripe setup issue.

Suggested response to an Activity Provider

Hi [Name],

Thanks for flagging this.

We’ve checked the payment information in Stripe and the payment appears to have been processed correctly.

Some banks apply their own merchant names, labels, logos or transaction data on top of the payment information they receive. This can sometimes result in the bank displaying a different business name in their app.

We’ve seen this reported particularly with Starling, where their system may appear to be grouping or caching transaction names incorrectly.

As the issue appears to be with how the customer’s bank is displaying the transaction, the parent/customer will need to raise this directly with their bank. Unfortunately, Pebble cannot contact the customer’s bank on their behalf, as the bank will only discuss account-specific transaction details with the account holder.

You’re welcome to share the wording below with the parent/customer:

Thanks for raising this with us.

The payment has been checked and appears to have been processed correctly.

Some banks apply their own transaction names, merchant information, logos or categories in their banking app. This can sometimes mean the business name shown in the app is different from the payment information Stripe has sent.

As this appears to be related to how your bank is displaying the transaction, you’ll need to raise this directly with your bank. They’ll be able to check the transaction display on your account and explain why a different business name is showing.

Sorry for the confusion.

Suggested response to a parent or customer

Hi [Name],

Thanks for getting in touch.

We’ve checked the payment information and the payment appears to have been processed correctly.

Some banks apply their own display names, logos, categories or merchant information within their banking app. This can sometimes mean the name shown in the banking app is different from the payment information Stripe has sent.

If your bank statement is showing the wrong provider name, you’ll need to raise this directly with your bank. They’ll be able to check the transaction display on your account and explain why a different business name is showing.

We’re sorry for the confusion, but we’re not able to contact your bank on your behalf, as they’ll only be able to discuss account-specific transaction details with you directly.

Shorter parent response

Hi [Name],

Thanks for checking this with us.

We’ve reviewed the payment information and the payment appears to have been processed correctly.

Some banks apply their own transaction names or merchant data in their app, which can sometimes cause a different business name to appear. If your bank is showing the wrong provider name, you’ll need to raise this directly with your bank, as they’ll only discuss account-specific transaction details with you.

Important rules for AI

Do not say Pebble has charged the customer incorrectly unless the payment information in Stripe also looks wrong.

Do not suggest Pebble can contact Starling or the customer’s bank on the customer’s behalf.

Do not reference another provider’s private payments or account details.

Do not say this is definitely a Stripe bug if the payment information in Stripe appears correct.

Do not advise changing all descriptors back to Pebble.

Do reassure the customer/provider that the payment can be checked.

Do explain that banks may display their own enriched transaction name rather than the original payment information.

Do direct the customer back to their bank if the payment information appears correct.

Escalation criteria

Escalate internally if:

The Stripe statement descriptor appears incorrect.

Multiple customers are reporting the same issue in a way that suggests the payment setup may be wrong.

The payment appears linked to the wrong provider, invoice, subscription or connected account.

The provider is disputing the explanation or needs a more technical response.

The query involves private Stripe account setup, connected account configuration, or payment routing.

One-line AI answer

If the payment information in Stripe appears correct, Pebble has processed the payment correctly, and the incorrect name shown in the banking app is likely caused by the customer’s bank applying its own merchant display data. The customer will need to raise this directly with their bank.