#connor_cashbalance-max
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drowsy hazel
connor_cashbalance-max
looking, I've never heard of this limitation before but that seems plausible
Okay I am not finding any trace of this happening in our code. My gut says they sent 2 wires. Maybe their bank had a limit?
I recommend contacting our support team though to be safe so they can debug this further: https://support.stripe.com/contact
jaunty cliff
@drowsy hazel Thank you for digging in!
I've contacted Stripe support as well but it seems to be AI responding these days, and has been largely uphelpful. Do you have any tips for speaking to a human?
drowsy hazel
We do have an AI but it's in the chat box before you talk to a human. After that it's humans. I recommend responding and asking them to escalate to a higher tier or something
jaunty cliff
Ok sweet, thank you!
drowsy hazel
I don't see any support ticket from you today at least
maybe you never went past the AI answers?
jaunty cliff
I'm still in the live chat box, I was more alluding to previous interactions over the past few weeks. I would ask direct questions in the email support threads and the responses would oddly miss the point entirely and not really give an answer to the question I was asking.
The experience felt like a support LLM given a strict scope and ruleset
I asked twice if they were an LLM and they wouldn't address that in their response
If it was a human I fell bad about accusing them of being an LLM, but they really didn't do anything to beat the allegations
drowsy hazel
it's tough
like as a human it's a bit offensive to be called an LLM. But also we're a company and most humans here won't feel comfortable calling you out for it
I absolutely would but I'm an exception 😂
So most people on support sadly "just take it" and try to stay as polite as they can. It's really tough
jaunty cliff
Hahaha, yeah, in some circumstances I would take it as a compliment but the support experience was quite frustrating up to that point. The mistakes in interpretation, wording, and process didn't seem human-originating so I figured I should just flat out ask
However, makes total sense why they wouldn't address the question. Support personnel have a ton of patience and I'm sure there are directives from the company on how to deal with questions like that
drowsy hazel
I don't fault you for asking it. Just having to chat through an AI that is quite bad (personal take) is really frustrating and I work here
jaunty cliff
Is the phone support team completely independent of the email support team? The phone support team handled my questions significantly differently and in a more helpful manner. That made me a little suspicious as well, haha
A lot of my tension/suspicion/etc. comes from how great this developer Discord experience is, how helpful live phone support is, and the strength of the email support experience up until last year. The drop off in email support helpfulness over the past year made me raise my eyebrows a bit
drowsy hazel
Well we're great if you ask us questions we can help with, which is an extremely narrow slice of support questions
We have layers of escalation and so sometimes you ask something specific to someone, or a group of people, who have no idea what this is about or think they understand but don't grasp the question
It's really tricky to do support well and at scale. And it's really hard to stay polite and patient when you wait 24/48hours for a nonsensical answer too. I wish it were easier
jaunty cliff
Ah ha, this bit is a helpful intuition, "think they understand but don't grasp the question"
I gotta remember that's a very human mistake to make and pursuing a specific team to verify sounds like the best path forward in future requests
Thanks a ton for fielding my questions here, it's been helpful!
drowsy hazel
Of course! I do think this is a really specific question so if you ask about it to support and ask to talk to an expert about this, you will get a definitive answer
drowsy hazel
you too!