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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.

scrollaway 4y ago
Stripe is probably the tech company doing the most outreach ever in terms of help, support and documentation. They have people on HN and many subreddits, they officially use Discord, Reddit, Twitter as support channels, they provide phone support… 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.
- figassis 4y ago
  Parent comment is right. Whether they monitor social media or not, it is only needed because their official support channel failed and shut the door on their customers. So they're here to pick up the pieces for PR. If this forum was not full of entrepreneurs and potential entrepreneurs what might one day be a larger customer/partner to stripe, I'm not sure they'd show up here. It makes me very hesitant to use stripe at any considerable scale. 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.
  - scrollaway 4y ago
    I’ve seen these types of post for AWS here too, they just don’t get upvoted because more people use AWS and know better. 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 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.
cosbgn 4y ago
Actually from what I've seen is the best way to get someone to really care. I appealed 3 times, always rejected. I posted this and in 30 minutes my account was getting re-enabled.

scrollaway 4y ago

Stripe is probably the tech company doing the most outreach ever in terms of help, support and documentation. They have people on HN and many subreddits, they officially use Discord, Reddit, Twitter as support channels, they provide phone support… 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.

figassis 4y ago
Parent comment is right. Whether they monitor social media or not, it is only needed because their official support channel failed and shut the door on their customers. So they're here to pick up the pieces for PR. If this forum was not full of entrepreneurs and potential entrepreneurs what might one day be a larger customer/partner to stripe, I'm not sure they'd show up here. It makes me very hesitant to use stripe at any considerable scale. 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.
- scrollaway 4y ago
  I’ve seen these types of post for AWS here too, they just don’t get upvoted because more people use AWS and know better. 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 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.

cosbgn 4y ago

Actually from what I've seen is the best way to get someone to really care. I appealed 3 times, always rejected. I posted this and in 30 minutes my account was getting re-enabled.