261–270 of 461 posts
It's called placing a reserve on the account and it is something any payment processor will do to a merchant account.
Sure, and OP understands that. But, there’s apparently no effective resolution process, especially one involving a human. What would you suggest the OP do to resolve their issue?
You either die a promising startup, or live long enough to see yourself become just another Paypal.
One thing stripe still has going for it is that it has a great user experience, both for businesses and developers. PayPal can't say that
Stripe originally was great because they had a simple API, developer-oriented focus, and IIRC cheaper than Paypal. And I bet better customer service because they were smaller.
Nowadays it's not cheaper, the customer service isn't any better, and my snarky comment isn't too far off from reality.
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What relevance does any of that have when OP has supporting documents for this specific transaction, which is the only transaction Stripe has issue with and the only issue that OP is trying to resolve?
The person proceeds to escalate and escalate through every customer service option (including Reddit, HN) not necessarily because they’re not getting a response, but because it’s not the response they want.
I don’t know if that’s true here, but I’ve seen it happen internally with YC companies many times.
Earlier quoted context omitted.
In this specific case, the OP claims that the call and chat options are greyed out, leaving only e-mail and social media. E-mail, they claim, is bot responses only. While I understand you can't comment on the specifics of this case, can you speak generally about whether or not disabling the phone/chat support buttons is a part of some standard process?
Speaking generally, chat and phone support are designed to provide immediate round-the-clock service to a wide range of issues but not literally every type of issue that a financial institution has to be able to deal with. Sometimes, a financial institution might only be able, due to staffing or other considerations, to deal with you asynchronously in writing, perhaps from e.g. a group of professionals who are not as…
Are you just trying to say "we're so short staffed, there's no one to answer your messages, let alone your calls?"
Earlier quoted context omitted.
According to the reddit thread, when your account is locked, the ‘Chat’ and ‘Give me a call’ options get grayed out.
But is that, you know, true? The HN front page gives a stunning amount of credulity to unverified stories from random people on social media.
Maybe someone is willing to create a Stripe account and trigger a block to test it.
Edit: another thread 3 years ago mentions the same: “I tried to contact support by chat or phone, but it seems that when they suspend an acct, they block your ability to contact support by any method except by email...” [0]
(I work for Stripe, and since many of my colleagues are currently sleeping, taking the liberty of saying this on their behalf.) We are looking into things. As someone who ran businesses for a long time myself, it would be very alarming to me if customers felt they were being ignored while repeatedly talking to people who work for us. If that ever happens, please bring in literally anyone at Stripe, inclusive of other…
Corporate process improvement is not an excuse for treating people badly. An individual human who treats people badly is not allowed to say "well I deal with a lot of people and I need algorithms and sometimes my algorithms don't work so I'm doing my best to improve them". Corporations should not get a pass because they need cheap processes that "scale" to maintain their profit margins. This is the perpetual moral ha…
(I work for Stripe, and since many of my colleagues are currently sleeping, taking the liberty of saying this on their behalf.) We are looking into things. As someone who ran businesses for a long time myself, it would be very alarming to me if customers felt they were being ignored while repeatedly talking to people who work for us. If that ever happens, please bring in literally anyone at Stripe, inclusive of other…