Hey, sorry you had a bad experience. We have a dedicated support team that helps with the majority of questions.

Like you say, folks from throughout the company do answer support questions directly too sometimes. The most common case for this is engineers that help out with products they just launched. They have the best answers and can make changes to the product directly in response to feedback; we've found the support quality there is really good.

I'd like to learn more about where we fell short in your case. Could you forward any of the emails to me at michael@stripe.com? And if you have any other thoughts—about this or Stripe as a whole—I'd love to hear them as well!