In defense of OP I don't think his problems with Stripe Atlas are born out of any confusion.

Indeed. The "confusion" bit is pretty condescending.

It reminds me of the similar bit of "I'm sorry you're upset." With that, you're not really sorry, and you're fake-apologizing for someone else's actions.

I think it's awesome a company cares enough to respond to dissatisfaction. Sometimes written words can land differently for different people, but I think it's a bit harsh to judge someone's attempt at help because they assumed there's some confusion.

Sure, there are better words to use, but this outreach still puts their customer service at an A-level for me.

And, to be fair, the OP’s situation with getting the runaround between Stripe and the bank is “confusion”. It’s just that the confusion appears to be either on Stripe’s end or on the bank’s.

I think it's great marketing. There are tons of people who don't have such public outlets — or are unaware of them — to raise their issues.

OP: In the past, edwinwee has offered this same sentiment only to later ignore me. I'm not sure if he got busy or if he's just trying to save face.

Previous: https://news.ycombinator.com/item?id=18081918

I'm curious what you might've asked that led them not respond. Your profile says "Rubyist and fraud expert" so I'm guessing you might've asked a fraud-related question that, perhaps, they are legally/morally/somehow restrained from contacting you further?

Are you a customer of theirs?

If it was a Ruby question, on the other hand...

Just an Atlas question actually. They left me in the dark on and wasted a bunch of my time and really made it hard for me to recommend anyone else going through Atlas.

I am a customer of theirs for many of my products and clients (all together transact millions each year), yes. They have a great platform and I love what they do for developers at large. Their support could use some tweaking and they could be more transparent, but progress is an arc.