I'm sure being a CEO is a busy job, so I understand. And I'm sure he'll respond to OP. But keep in mind just because he posts his email publicly doesn't mean he's actually any more reachable for it.
(Two of us from Stripe, myself included, have already been in contact with disappointeddev.)
I think and hope it was the latter, but the frequency with which this seems to be happening starts to suggest it may also be a little bit of the former. E.g., just in this very comment thread there's a handful of people claiming you never responded to emails even after explicitly asking them to email you.
Something is not going well with the CX (Customer Experience) if we're seeing this many complaints in the comments section.
Well to be fair, they pretty much have to go to a private medium to talk to their customers, especially in a financial setting.
Why would you understand?
It is a simple feat to respond. At the very least, he could have forwarded your email to someone, CC'd you on it, and said "Hey X, please look into this case for me."
No response to an email is above all disrespectful, regardless of how busy he might be. It also implies that he is giving away his email address as a PR move.
These pieces of information that keep dropping on HN is going to make me move my business away from Stripe too.
Stripe, why would you screw yourself so badly when you could easily have been the only viable option by simply not behaving like PayPal?..