I emailed Braintree again and got this response.
Thanks for getting back to us. Currently our chat room is only for our sales team. If you need any assistance you can email us at
support@braintreepayments.com
or give us a call at877.434.2894
Monday – Friday 9am to 5pm central time. We will be happy to get back to you as soon as possible.
It's good to get an official response, but it's really strange because I was connected via my IRC client the other day to a server/channel listed from the website. Oh well maybe connected to an unofficial one or something and my memory is going.