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