Rather than trying to solve the problem of "customers having serious problems", listening to HN and replying here says "we only really care about people being critical of our product in public; we don't actually care about the underlying issue people are criticising us about." It's not real support if Joe Random can't access it without knowing the secret formula.

Support-by-HN-replies is theatre, even if it works sometimes.

I'm not really suggesting Stripe are guilty of this. Stripe support has actually been fine for me in the past.