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HN is not the forum to file customer support tickets. Stripe has great customer support and even live chat support.
If something is clear, is that Stripe support is not that great and that HN is the last resort for many people.
Earlier quoted context omitted.
The fact that OP (and many others) have felt they need to post on HN in order to escalate is a reflection of the fact that, however good Stripe support may be (and I've no doubt they are swamped, trying their best, etc.), it is clearly not "great." This is the third or fourth time just this month I've seen people at their wit's end, reaching out on HN because they have nowhere else to turn. As in the other posts, Edw…
I don't have to pretend Stripe Customer Support is great to know that Hacker News is the wrong place to whine about it. At least, it severely dilutes the intellectually gratifying content with banal, emotional diatribes. Every company experiences this, regardless of the quality of their customer support.
> What do you do in this scenario? I have tried contacting support at Stripe but seems to be of no help.
OP is clearly asking for advice, not just idly whining. The fact that Stripe is a YC company (no, I'm not saying that this means HN becomes the de facto support channel for any YC company) and the fact that many developers in the HN crowd use Stripe means HN is as reasonable a place as any to ask for advice on how to proceed.
(Let's also have a bit of empathy towards someone whose funds, which could quite possibly be the livelihood they depend on, is locked up by an unresponsive, faceless company.)
Sounds exactly like PayPal. Is there a law of nature that forces payment processors to act like this?
Unless there’s specific external regulation, there’s a regression towards being awful.
HN is not the forum to file customer support tickets. Stripe has great customer support and even live chat support.
There's a gamut of actual reasons things go wrong, which I also learn from these "support tickets" and the associated comments. So also thanks to everyone who helps clarifiy what kinds of risks make problems more likely.
HN is not the forum to file customer support tickets. Stripe has great customer support and even live chat support.
The fact that OP (and many others) have felt they need to post on HN in order to escalate is a reflection of the fact that, however good Stripe support may be (and I've no doubt they are swamped, trying their best, etc.), it is clearly not "great." This is the third or fourth time just this month I've seen people at their wit's end, reaching out on HN because they have nowhere else to turn. As in the other posts, Edw…
Sorry about this. Could you email me at edwin@stripe.com and I can dig in?
The trend of people only getting support if they post on HN is very concerning and is damaging to Stripe's reputation. Word of mouth spreads easily and quickly.
If I were you, I would have a very stern chat with the support and finance departments. Clearly, there are people in there that only look out for the company and not the customers.
HN is not the forum to file customer support tickets. Stripe has great customer support and even live chat support.
Granted, that's not a resolution, just a first contact, but in a case like this I'd want to explore every avenue, immediately.
Sounds exactly like PayPal. Is there a law of nature that forces payment processors to act like this?