Have they ever responded to this criticism on HN? This is so weird, and it really shows that you should stay away as far as possible from Stripe.
Really there’s many tech companies guilty of the “so complaining on HN is the only way to fix it” but in my experience this is not the case with Stripe.
Disclaimer: I work in fintech and sometimes partner with Stripe.
Why is it that we don't see 1+ posts/month regarding AWS? Seems to me that there is an incentive to closing cases in companies like stripe, regardless of actual resolution.
I have seen this pattern a lot with HN. Stuff gets upvoted based on the external perception of how things “probably” work.
Another example about stripe from the other day: https://news.ycombinator.com/item?id=34760887
Guy complains his business was shut down by stripe; you dig into it, you find that he was proxying payments in a way that bypasses KYC for his customers (and was even aware of the issue and fixing it but chose to grandfather existing customers into the old system). In other words, if a customer wanted to sell deeply illegal stuff on his platform, they could do so untraceably. No wonder he got hit by a massive fine.
Just as you’d be dubious if you encountered a customer saying “aws shut down my account for no reason and won’t talk to me”, I am similarly dubious when people say this about stripe. That’s not to say they’re flawless; they’ve definitely been getting worse as they keep scaling. I just don’t think it’s fair to put them in the same category as Facebook or something.
My guess, this was a mistake, and a resolution would have easily been possible through any of the support channels (faster if using the external ones probably) iff indeed it is a mistake.