Summary: Stripe put my accounts in review for a spike in sales on Cyber Monday. Throughout the month we received very little communication from Stripe and had many support chats and calls. Keep in mind that the whole time Stripe was still accepting payments on our behalf on all of these accounts. Each of the chats/calls asked us to upload the same invoices each time for review and gave us vague information that our accounts were being reviewed. Finally out of frustration I posted on HN about my issue. Thanks to @dang for getting a Stripe employee to respond and he was finally able to resolve the issue for me.
Overall this review process was pretty bad. Very little communication and nothing I could really do directly to move things along or get any real information. It took a random Stripe employee to get an email from @dang and post on HN in order to get this issue resolved. I’m lucky because I know about HN and know that Stripe employees frequent the site, but I don’t think HN wants to become the Stripe support forum.
Stripe you can do better. We all know that in order to scale you need to automate pieces of your infrastructure and communication. But, there is a balance between automation and manual review. When someone like me gets caught up in an automated system there needs to be better ways of letting support help that person.
See my comments below for actual details and dates.
It's starting to seem like for too many companies, resolving public complaints has become a line item in the marketing budget.
edit: I genuinely do not get why it took Twitter referral in my case either ( it was a technical matter of moving one phone number from carrier to another, but do they have their 'A team' for social media only?). Well, did. No idea what Twitter looks like now.
The basic chat reps <> TForce. If you @TForce on Twitter it's usually quick and easy. IIRC, those reps are domestic.
Porting numbers is a little complex but doable by regular reps.
Source: Used to do tech support at T-Mobile.