Yeah, I'm also not a stripe customer, but it's not unusual for me to email a company, and get back a canned response to a tangentially related question I didn't ask. If I then reply and try to clarify what I meant, I get back exactly the same canned response.
I don't know whether it's a chatbot spitting out replies based on keyword matching, or whether it's a human with a "responses per hour" performance target which doesn't give them time to read the emails they're replying to, but either way it's very different from the "talking to a human" experience I'm used to from daily life.
(And it's not a case of a correct process coming to a result I don't enjoy, except in a very narrow sense. "I understand your request and the answer is no" would be an improvement over what I often get)
This happened to me with Tinder, when I begged them for 2 weeks before expiration to let me renew my grandfathered Platinum membership, since my card wasn't showing up. Their canned response kept saying the account will auto-renew, no matter how I worded "no it won't, because you don't seem to have my card on file, even though my card hasn't changed".
Then, when the account didn't auto-renew because they didn't have any card on file, their canned response switched to "create a new Platinum account" (with much worse benefits).
I requested that this be the same grandfathered type of Platinum account that I lost.
Their canned response was that I should create a new Platinum account.
I said okay, but I want the same benefits I lost.
Their canned response was that I should create a new Platinum account.
I created a new Platinum account. It had much worse benefits.
Approximately one week later, I was permanently banned from Tinder for violating community standards without explanation (after having been a nice member of the community for the past year on Platinum and continuing to be one).
I don't know whether it's a chatbot spitting out replies based on keyword matching, or whether it's a human with a "responses per hour" performance target which doesn't give them time to read the emails they're replying to, but either way it's very different from the "talking to a human" experience I'm used to from daily life.
(And it's not a case of a correct process coming to a result I don't enjoy, except in a very narrow sense. "I understand your request and the answer is no" would be an improvement over what I often get)