I've had the same experience with Edwin. When I published an article critical of Stripe that reached the front page of HN,[0] he was very helpful and set up a direct phone call for us to talk. Edwin said many times on the call that if I ever ran into a situation where I seemed to be getting the runaround from Stripe support, I could contact him to get things unstuck.

A month later, I ran into an issue where the Stripe API contradicted the API documentation. I contacted support, and support told me that it's intended behavior for the API to violate its own documentation. I emailed Edwin since that seemed like the exact scenario he volunteered to help with, and he didn't respond. I followed up a week later, and he didn't respond.

[0] https://news.ycombinator.com/item?id=22936818

Well, I'll respond if and when I hear something. I've gotten a confirmation response email from Edwin at the very least.

Update: https://news.ycombinator.com/item?id=32558191#32558635

Ah, sorry, may have missed it—could you forward and put your HN username in the subject?