It is, however, reality. I used to work in escalations at $MEGACORP and the difference between the viral sob story posted on Twitter etc and the reality of what happened is often jarring. "Boohoo my account was locked for no reason whatsoever!" except, y'know, distributing graphic child abuse material (and I don't mean splashing around in a bathtub), mining Bitcoin with stolen credit cards, etc etc.
I have been Stripe user/customer almost from the beginning- personally I believe the tone and content is exactly right. So much tricky fraud in the space on the user side and on the vendor side most of them- like Square and Paypal, not to mention plain old banks- struggle, and make incorrect decisions that take a long time to resolve. Stripe (in my network experience) has always been on top of all of that. The business strikes me as singularly well operated, in addition to be strategically visionary. Cheers.
I am very grateful that the OP posted that "tone deaf comment".
I'd much rather live in a world where I can read blunt comments by developers, versus a watered-down statements written by PR firms to absolutely avoid rubbing anyone the wrong way.