[Judgmentality]

> Some people just care and willing to lend a hand in cases where they can help.

Why don't they (whoever at the company is in a position to make a difference) care before there is bad publicity? It's either incompetence or indifference. krisoft left another comment already that explains it quite well. There is little - if any - reason to give Stripe the benefit of the doubt here, and there are a lot of reasons to believe it's intentional.

[xwdv]

When the cost of getting a new customer is the same or less than the cost of dealing with a problematic existing customer, they will become very indifferent. They do not care.