[m11a]

Not really. Stripe has a better platform than competitors, and even though its support isn’t a strong point it’s still better than competitors (which admittedly is not a very high bar). It’s probably much better for large businesses who have their own contact/account manager at Stripe etc.

Last time I contacted Stripe I was given a round circle between departments, the department responsible denying the issue and/or sending me to an unrelated department (who had a good agent but, as expected, admitted she couldn’t fix the issue even though she recognised its existence). In the end it turned out to be a bug in Billing that was eventually fixed (per the dev IRC) but support denied there was any bug and kept giving bot-like responses. It was ridiculous. Stripe should probably improve its support, but even if it doesn’t it’ll probably do just fine.

Big tech and developed ‘startups’ are famous for bad support. Consider Coinbase, which barely responds, PayPal, which is useless, or Google/FB, which don’t even provide a contact option except in limited cases (eg GSuite for Business issues).

[noasaservice]

> Stripe has a better platform than competitors

.... If you weren't disabled by an automated system, and "customer support" (probably another level of shitty ML) continues to double down.

I concur with mikepechadotcom that this is simply a one-off damage control via "Social Media Escalation".

[m11a]

Right. I meant in terms of its APIs, Stripe’s product is solid. I’m not saying their user service/CS is great, although it’s probably average for the payment processing industry for non-large companies.

I had almost exactly the same issue as OP but with Braintree. The support was equally as useless. Stripe isn’t unique here, most tech companies just don’t know how to build good support.