My guess is that they were talking to some kind of business support (as opposed to technical support), and it's a way of saying "they didn't know what they were talking about", when the reality was probably "I want to do something that their company doesn't want to support, and I'm upset that they didn't buy my argument".

They mentioned being a "case that falls outside [Stripe's] remit", and that Stripe didn't "give them the benefit of the doubt".