pasttense01 parent
It's very common for customer support to be under-staffed at big companies, especially in the financial area--nothing at all unique about Stripe.
Not only understaffed but commonly the people on staff don't have the power or physical ability at the company to properly resolve the issue. No shade on the employee, just they often will not have access to logs or data needed to understand the issue. Similarly they are a low level employee who would never have decision power to correctly resolve a complicated issue.
Posting on HN is essentially going over the heads of customer support.