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Customer support is a liability and every large company will allocate absolutely minimal possible resources to any liability.

This of course can backfire via social media into negative reputation and some repeated bad behaviors can landslide into class action.

But large companies are willing to accept such risk and will continue such pattern.

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$400,000 in withheld funds is not the sort of thing you should just place on the back burner and ignore while your client fumes. It is business malpractice, the sort of thing you could get sued over and be penalized heavily for, if not merely lose your customers and blacken your reputation everywhere. Businesses that do not resolve problems like this in less than twenty four hours deserve to go out of business.

The great thing about holding $400,000 of your customer's money is that that's $400,000 they can't spend on suing you.

Absolutely not true. There are many lawyers that will take cases on a "no win, no fee" basis.

Clearly Stripe was in breach in this circumstance, and courts look dimly on that kind of behaviour.

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