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
