Hello Uncomfortable, Robin here from Patreon’s Product Marketing team. I love your thoughtful response on this topic. It’s something we’ll have to think about. We agree that your patrons are your community and you know best how to communicate with them. And it’s a great point that when creators aren’t aware of the support tickets coming in, it can create these situations where we have different context on an issue.
Another thing that creates these divisions is that this is such a diverse community. Some creators do get many messages from patrons about billing confusion, and others don’t. Some take a hands on approach with their patrons, and others don’t due to higher volume, or just different approaches.
One of the things a lot of creators value is the fact that we provide patron support, which can save creators so many hours in their already packed lives. Any change to the way support works would have to be weighed carefully. Your suggestion will absolutely be considered. Thank you! I’m going to close out this thread now as part of this project, but want you to know that it’s been read and appreciated and the topic in on our minds.