9 ms·

I've been waiting over a month for Anthropic to respond to my billing issue

433 points by nickvec 6mo ago

gverrilla 6mo ago
Free market: a market that is completely free to do whatever it wants to you.
solfox 6mo ago
Fin is actually Intercom’s branded agent, so if Anthropic is using their own model for support at all isn’t clear.
- nickvec 6mo ago
  I was curious so I looked into it. Seems like my issues were encountered when Fin AI was running on Sonnet 4.0, though Fin AI's new model (Fin Apex 1.0) was rolled out ~2 weeks ago. https://www.intercom.com/blog/announcing-fin-apex-the-age-of-vertical-models-is-here/ https://www.intercom.com/blog/announcing-fin-apex-the-age-of...
avree 6mo ago
Anthropic doesn't allow you to hide or unshare Projects which were shared by team members who are no longer on the team. Contacted them about this two months ago, have yet to hear from any human.
- nickvec 6mo ago
  Sorry to hear that. Yeah, it seems like this is a shared experience among many Claude users. Hoping that this post will draw more attention to the issue so that Anthropic will address it.
  - avree 6mo ago
    Yeah, it's funny because they claim that we are reaching out to "Enterprise" support - but it's the exact same support experience as yours, a Fin AI Chatbot that replies with "Thank you for reaching out to Anthropic's Enterprise Support. We've received your request and a member of our team will be in touch soon for further assistance." and then nothing else.
kelp6063 6mo ago
This is what credit card chargebacks are for.
- petcat 6mo ago
  I'm sure this guy would like to actually keep using Claude though instead of getting permanently banned.
  - nickvec 6mo ago
    Yep. I don't want to get blacklisted from using Claude indefinitely by doing a credit card chargeback.
    - bakugo 6mo ago
      Well, that's kinda the problem, isn't it? Even after being erroneously charged and ghosted by their non-existent support for a month, you'll still happily keep paying for their services. If most people think like you, why indeed bother providing support at all?
      - nickvec 6mo ago
        Good point. I did actually cancel my Claude subscription a week or two ago, but I renewed it (regretfully) just the other day. The only other SOTA model that seems to be on-par with Opus 4.6 for engineering work is (maybe?) Codex 5.3, though I would rather not support Sam Altman indirectly.
    - PunchyHamster 6mo ago
      Then get fucked in the wallet I guess ?
    - subscribed 6mo ago
      Use another CC and email address?
      - 6mo ago
KellyCriterion 6mo ago
I didnt know that they have any useful support at all! :-D I sent them some feedbacks one some issues, actually good ideas, and I didnt get any response so far.
- nickvec 6mo ago
  I wouldn't hold your breath. It seems like the only way to get an actual human response is by complaining on Twitter/X and hoping that Boris Cherny responds. https://x.com/bcherny https://x.com/bcherny
  - KellyCriterion 6mo ago
    I even wrote it not only per email but also in the "in-chat feedback" system (you can add a text to a response) Also on LinkedIn they are siltent - I reached out to one of their sales reps, no response. Maybe in the end we will have "Google-class" support?
    - nickvec 6mo ago
      > I even wrote it not only per email but also in the "in-chat feedback" system Yeah, I did the same. Before falling back to sending an email to support@mail.anthropic.com (which my blog post references), I had 3 separate Fin AI in-chat convos trying to get in touch with someone. All of them defaulted to the "ask for a refund" workflow that only applies for subscriptions and left me more frustrated than anything.
teling 6mo ago
This is the risk of being a consumer in the AI world - companies are running extremely lean on real humans and are deferring support to AI chatbots with no real reasoning abilities... Also an issue with scale - for example, Google having similar issues of not handling small, isolated cases. Hope you get your money back!
- nickvec 6mo ago
  Thanks, I hope so too!
  - nradov 6mo ago
    If it's a money issue then file a charge back with your credit card. That generally gets someone's attention.
    - nickvec 6mo ago
      See the other commenter/thread that recommended I do this. I'm worried that by doing a chargeback, I will be blacklisted from using Anthropic's services, which I feel like is a reasonable assumption.
      - jondwillis 6mo ago
        Until they do start doing identity verification, I think you're good. Frankly, don't be a coward. If you're getting treated like this, why would you even want to use their services in the future?
        baq 6mo ago
        > why would you even want to use their services in the future? Uhhh my base case is you will be forced to or just be forgotten, not unlike not having a cell phone or a bank account.
      - empressplay 6mo ago
        Did you get the API credit? Maybe it's a wash?
wizzard0 6mo ago
Their response time is usually around a month IME, yes.
- nickvec 6mo ago
  Ah, I wouldn't have written this blog post if I had known that that was the usual turnaround time. There should really be more transparency on when one should expect to hear back rather than the generic response of "a member of our team will be with you as soon as we can." edit: albeit another commenter claims they have been waiting for 2 months...
  - petre 6mo ago
    Just enough time to have your chargeback denied by the bank.
  - deleted 6mo ago
    [deleted]
aspectmin 6mo ago
Thinking it might be time to push for some laws to mandate companies have better systems to handle and address concerns that impact customers businesses and livelihoods. This inability to reach and/or get things resolved through customer support channels seems endemic, and probably generally part of the enshittification trend as a whole.
simgt 6mo ago
I had the displeasure of interacting with that support agent earlier today and was very surprised. It's just as good as the one my ISP has. We're meant to trust Anthropic enough to replace all of our engineers by their model for writing our software but somehow they don't trust it enough to let it handle simple customer support decisions. But shhhh, it's voluntarily nerfed just slightly bellow ASI for our safety.
- PunchyHamster 6mo ago
  You're not meant to trust. Stop getting hooked on company PIR
  - b112 6mo ago
    They didn't ssy they did trust their claims.
- RobRivera 6mo ago
  Who keeps claiming these models are meant to replace engineers?
  - wnevets 6mo ago
    the remaining population of linkedin users?
  - munk-a 6mo ago
    OpenAI, xAI, Anthropic, Google, MSFT, Spotify, Duolingo and NVidia - those are the ones that come immediately to mind. They're either selling the AI (or the tools to make the AI) or hoping against all hope that they're on the right side of bubble history. If we soften the claim to "increase engineer productivity" I think something like 70% of engineers would also agree. If you tack on "if applied wisely" then you'll probably be up to 95% of engineers
    - nurettin 6mo ago
      [flagged]
cbg0 6mo ago
Large corporations have been downsizing on QA and CS roles since before the LLM era. For many of those companies the lack of proper QA leads to more problems for users which compounds the lack of available CS staff. It's called either enshittification or maximizing shareholder value, can't remember which.
- nickvec 6mo ago
  Why not both? ;)
luxuryballs 6mo ago
[dead]
khelavastr 6mo ago
Have you tried suieng then in small claims court? They skimp in being a real company with real legal support by burning infestor capital, because staff attorney salaries are accounted for much harder than individualized lawsuits from practices not directly resolved next lay period. Most people who commit wire fraud weren't socially bullied and criticized enough before their professional positions to keep in line legally. Useless failures.
- polski-g 6mo ago
  Yes this would have been the first thing I would have jumped to after a week of no reply. Then you get to show up with a sheriff at their office and confiscate equipment. You don't get to steal people's money because you're busy trying to destroy human employment.
aledevv 6mo ago
[dead]
reconnecting 6mo ago
[deleted]
grokcodec 6mo ago
if this is on a credit card you can get the money back from the credit card company for "undelivered goods"
hs86 6mo ago
I tried their Pro plan on March 1 and immediately noticed how bad their usage limits were, so I asked for a refund that same evening. Their chatbot accepted the request, I was downgraded to the free plan immediately, and since then I have been waiting for the money.
- nickvec 6mo ago
  Yikes. That's unacceptable. Crazy that it has been over a month and you still haven't gotten the refund.
  - embedding-shape 6mo ago
    In 2018 I made a reservation with Tesla for a Powerwall by "paying" 500 EUR. After being ignored for months (someone was supposed to contact us regarding the installation), we started asking for the money back. Didn't hear anything. Started sending an email once a year, in 2025 they finally replied asking for bank account details to send back the money.
    - antisthenes 6mo ago
      Cool. Ask them for the interest too. I would imagine the 2018 to 2025 inflation entitles you to at least another 200 EUR on top of the original sum. I don't think the original terms of contract volunteered you to act as a lending institution.
      - Schiendelman 6mo ago
        Usually those contracts do exempt the company from paying you interest.
    - SilverElfin 6mo ago
      I think this may be a purposeful tactic. It’s like raising investor money from people who get no shares for their money. These reservations are just scammy.
- 6mo ago
bredren 6mo ago
I had a similar thing happen where I was looking to recover funds from unexpected extra usage charges and got went through an identical experience. I realize the company barely has time to cash checks, but failing to handle small fry reasonable charge disputes should be handled appropriately.
skywhopper 6mo ago
This sucks but is not surprising at all. Anthropic has more demand than it could ever fulfill, and looking into support tickets asking for refunds is never going to get anyone’s attention. If you actually want the money back, assuming you live in the US, this is what small-claims court is for.
- glitchc 6mo ago
  The fact that denizens of HN think that taking a company to small-claims court is a reasonable approach to getting refunds :: SMH
jsw97 6mo ago
I don’t know why you waited so long to submit this to the support forum they actually read, which is of course this one.
subscribed 6mo ago
TBF I'd probably pay some solicitor $50 to have them send a nicely worded letter after 2 weeks. You're too kind for the company trying to steal from you - whether intentionally or by negligence, doesn't really matter. Or the small claims court mentioned by someone else. Make sure to add your time and the cost of the representation.
Hobadee 6mo ago
TBF, I think Anthropic is a victim of their own success right now. We've had clients reach out to their sales team and be unable to reach anyone. I think they are just busier than they can actually handle.
- dgellow 6mo ago
  Yes, it’s pretty much the case, they are trying to scale as fast as they can from what I understand. Their growth over the last year has been just insane
- etothet 6mo ago
  I had a very mediocre experience with their sales team when I was trying to understand how my company could sign up for their enterprise plan. I could barely get the time of day from them and once I finally got a response, the rep knew very little and never responded to my follow up questions. At that time, enterprise plans started at a $250,000 minimum spend/year, which we would've been well over.
- dude250711 6mo ago
  A bit ironic for an AI company. But your business should put trust into their tech.
vanwal_j 6mo ago
I'm not surprised, I burn (on purpose) more than 15k$/month on Anthropic tokens and I've never been able to talk to any of their sales despite filling the contact form every week for the past 4 months :')
- siva7 6mo ago
  You're worth a whole department of claude subscribers which tells me they don't give a fuck about API users.
- glitchc 6mo ago
  $15K/month? USD? Are we talking company funds or personal?
- DANmode 6mo ago
  What do you want to buy? If it’s cheaper tokens…don’t expect a call… at least, until your monthly usage slips.
- voidUpdate 6mo ago
  Jesus, there are really people who can afford to burn $15,000 a month instead of just learning to code?
ddtaylor 6mo ago
I did a chargeback against OpenAI for something similar and I showed my credit card company the logs with the support bot, as it was my only point of contact for the company.
CharlieDigital 6mo ago
> Anthropic is an AI company that builds one of the most capable AI assistants in the world. Their support system is a Fin AI chatbot that can’t actually help you. This really cuts to the reality of AI hype: no, agents are not nearly as capable as OpenAI, Anthropic, etc. need you (or rather your C-suite, itching to fire you) to believe. They really, really need you to believe the hype. How can you tell? Cases like this and the fact that there are 5000 open bugs, constant regressions, ignored feature requests in the CC repo. The fact that Codex doesn't fully implement the simple and well-defined MCP spec for prompts. The fact that even CC has gaps with the MCP implementation...a spec that they created! If the progenitors with functionally infinite tokens can't get this basic stuff right, everything else they are doing is just blowing smoke. I don't care if you can ship a kernel compiler or a janky "browser"; how about just make your software work? The smartest guys in this space, engineers making 7 figures in TC, with billions in capital, unlimited tokens, and access to the best models cannot make a simple customer support chatbot work. But you! You're expected to deliver that customer support agent that's going to allow them to cut 500 people from payroll. You'll have it by Monday, right? It's some Tai Lopez "Here in my garage" energy. Let that sink in.
- ceejayoz 6mo ago
  It's really a bit fascinating. I've had Claude one-shot complex functionality... and I've had it be unable to debug its own .mcp.json file effectively.
- ttoinou 6mo ago
  What if they built their company with poor support, so they don’t have to hold up to any standard ? But others companies have historically good reputation for good customer support, and maybe AI can help them automate easily 80% of easiest requests
  - CharlieDigital 6mo ago
    Hear me out: what if a lot of the hype they are selling you is performative marketing that they absolutely need your C-suite to believe so they can cut more headcount? Then spend a bunch of time generating piles of code that is human unmaintainable because now you're using AI code reviewers, AI testers, AI QA. Then thrash around using more tokens when it invariably causes production issues and no one can read the code anymore except for their latest and greatest models with 1m context window.
deleted 6mo ago
[deleted]
rvz 6mo ago
Once again [0], Anthropic does not care about you and they are not your friends. The other day Dario and Co, were looking at a robotic lamp that does your laundry and folds your clothes. He cares more about investing in that than your billing issue. To them, they see us as gambling addicts, whilst we pay them their overpriced credits at their casino. The house (Anthropic) always wins. [0] https://news.ycombinator.com/item?id=47679322 https://news.ycombinator.com/item?id=47679322
- Maticslot 6mo ago
  [dead]
SoftTalker 6mo ago
> I also wanted to confirm with a human on exactly what went wrong They wouldn't be able to tell you. The entire back end system is probaby vibe-coded and nobody really understands what it does.
siva7 6mo ago
[flagged]
g-technology 6mo ago
I guess I shouldn’t feel so bad then that I have a ticket open that I keep updating every few days with how long it’s been without a response. It’s only been a few weeks.
castral 6mo ago
I've also been waiting over three weeks to speak with customer support after being gifted an annual subscription just as my payment card expired. The failed payment (after the $200 gift) downgraded my account to the free tier and I lost my annual subscription. I had to pay another $20 to get back into the pro tier plan, but now for some reason I only have $197 in credits and I'm on the monthly subscription instead of the annual. Anthropic basically just made 3+ months of credits disappear for their own billing mistake. The kicker? When you get downgraded to the Free tier, they don't offer any support beyond the AI bot. You have to go through some hoops to get it to open a support ticket to maybe talk to a human in 4-5 weeks. Unbelievable.
- beacon294 6mo ago
  Oh no, that's the same on the $200 tier, don't worry. You never talk to a human.
TheGRS 6mo ago
In all seriousness, shouldn't Anthropic be heavily dogfooding this sort of use case? I'm also not a huge fan of Amazon's support system, but they at least seem to be using their AI tools a lot for support responses (which has its own issues, but credit where its due). Every conference talk on this stuff seems to suggest that we're all way behind the curve on AI implementation, but I suspect its mostly smoke and mirrors and mechanical turks. My company invests heavily in automated IVR and chat responses and we still optimize for getting the customer to a real agent. Those agents are largely overseas BPOs, but at least that's better than an AI loop that gets you nowhere.
- dangus 6mo ago
  The truth is that it has nothing to do with AI. Many tech companies learned from Google that the most cost-optimized thing to do is provide zero recourse to customers. Companies that operate this way figure their customers are either so entrenched they’ll never leave or that it’s cheaper to get a new customer than expend a human’s time fixing a customer’s issue. I hope OP either files a chargeback with their card or files a small claims court suit. Either way, they should take their money elsewhere. But they probably won’t, because Claude is the best coding agent. Just like Google is the best search engine/free email/etc.
  - TheGRS 6mo ago
    You might be right, but that's an awfully risky bet for such a new company in a tight race with their competitors. I'm sure a modestly staffed support team could get to these requests, especially if they put some AI resources into helping.
rikschennink 6mo ago
I asked the Gumroad support AI for a human. It forwarded my request which was then answered by an open claw agent :/ Still waiting for a response two weeks later.
- orsorna 6mo ago
  The Gumroad CEO infamously fired and rehired everyone as contractors, and worked for DOGE last year until his delusions were shattered. It seems that your experience doesn't come from nowhere.
GrayHerring 6mo ago
The fact nothing has changed regarding their non-existent support within a year just shows where their priorities lie. And I will make the bold assumption that this situation will be unchanged after exactly one year.
breve 6mo ago
> AI-only support that serves as a wall between customers and anyone who can actually resolve their issue My god. Anthropic has done it. Those crazy bastards have gone ahead and done it! They've achieved AGI for customer service. It's just like the real thing!
- svetkis 6mo ago
  [dead]
freediddy 6mo ago
FTC should enforce across all companies either a support level commensurate to revenues, or the ability for customers to force refunds automatically.
ChrisMarshallNY 6mo ago
I canceled my Rackspace Email account, in February, and they keep sending me "past due" notices. I responded to the last one with "This account was canceled. If you persist in this harassment, I will open a case with the NYSAG."
stavros 6mo ago
We've been trying to get a Claude Code subscription for my company, the pricing page says $25 but they actually charge £25, 34% higher. I've been trying to talk to them for months, their support people don't even read what I'm saying and insist that it's somehow because of proration. I'm fairly sure their billing backend is vibe-coded and their support is worse than Google's.
- svetkis 6mo ago
  [dead]
deleted 6mo ago
[deleted]
nextzck 6mo ago
It’s funny because not even claude knows how to reach someone. It was freaking out over why it couldn’t follow my instructions and kept pulling away from them. They exhausted everything and finally they were like I can’t do anything about this.. Although they did admit if I said I was suicidal a message would probably get to a human but that they couldn’t do that as it would be wrong lol
dools 6mo ago
Same, I tested Claude Code CLI and it crapped out and took my money, and they haven't responded to my billing dispute yet. Meanwhile JetBrains replies within hours and Junie is LLM agnostic. I'm a huge fan of JetBrains for AI coding.
- mcv 6mo ago
  LLM agnostic? I thought they ran their own LLM. Can you use Junie with Claude, but have your payment contact only through JetBrains?
midasoperator 6mo ago
[flagged]
bastard_op 6mo ago
Their support is non-existent. It's NOT suitable for enterprise.
- svetkis 6mo ago
  [dead]
vcoppola 6mo ago
I had a similar experience. Pretty ironic that we can't reach a human given that "Anthropic" literally means "involving or concerning the existence of human life".
- dangus 6mo ago
  It’s not really ironic, tech companies are just liars and their names mean nothing. There’s nothing Meta about Meta. There’s nothing soft about Microsoft. Apple is a fruit, not a phone.
serf 6mo ago
it took me like 6 weeks and 12 chat sessions to get Anthropic to essentially end the conversation with "Yeah, whoops, we'll forward that to the dev team." when they cut my max sub short by 4 hours. that's the single reason I am no longer a customer. I don't feel like shoveling money at non-communicating phantoms. 4 hours of credit wasn't by any means worth the time, what irked me was the casual disregard for lost customer value.
crimsonnoodle58 6mo ago
Same experience. We had a billing bug which put our organization into a loop. Couldn't cancel the subscription, couldn't add one, couldn't delete the users of the organization because of the lack of subscription, and so on. It was easier in the end to rename the organization to 'do not use' and create another one than wait a month for their non existent support.
cataflutter 6mo ago
I have now been waiting 2 months for a response to a similar problem. Thanks for the reminder about it, it's time to dig out the chargebacks...
- nickvec 6mo ago
  No worries, happy to have reminded you. :)
astm 6mo ago
[dead]
ChaitanyaSai 6mo ago
It's been more than a year for us in India. We've resorted to using openrouter. How is Mythos or whatever their latest is not realizing that this is a priority - customers WANT to pay you and cannot!
bashtoni 6mo ago
Me too. I got a random $45.08 invoice from Anthropic on Mar 21 despite the fact that I'm on the Max x5 plan, and have auto top up disabled. Raised with support immediately, after being told a human would look at it I've not been able to get anything further.
svetkis 6mo ago
[dead]
jannniii 6mo ago
Similar experiences here. Suddenly my max 20 account is just useless…
svetkis 6mo ago
[dead]
aemonfly 6mo ago
I'm on $20 Pro plan, I only use Claude through the web chat interface at claude.ai. I do not use Claude Code, the API, or any third-party integrations. so far for this month "$81.07 spent (Resets May 1)" just 8 days. For basic web-based conversations, accumulating $81 in overage charges within three days(April 5, April 6, April 7) is unreasonable.
- ayewo 6mo ago
  Do you have extra usage enabled? Where are you finding this info?
  - chinathrow 6mo ago
    I just checked my setting. I have it enabled (was 100% sure I had it off) but the limit to USD 0. So they're clearly playing some tricks here when they give you rebates - it turns on the overusage again.
    - ryanlitalien 6mo ago
      That's why I'm getting charged extra! Thank you for the tip.
tasoeur 6mo ago
I’ve submitted an app (connectors?) to their store and their submission form indicated a 2 weeks turnaround for an answer, including the possibility of not even getting a response at all (it was written verbatim). Not sure who’s responsible for customer support but damn. (Needless to say I never heard back)
snthpy 6mo ago
I haven't had these issues but I find it strange that I can only sign in with email magic links and no other auth like webauthn for example.
nottorp 6mo ago
I've logged on for the first time two days ago on a corporate Claude account. It took like 40 minutes and worked like this: 1. Sign in to the site, get the onboarding screen, download clients. 2. Run a client, it triggers an email with a link to open on the site so i can authenticate it. 3. Instead of authenticating the client, the site sends me to the onboarding screen again. 4-20: repeat the above loop 21. finally get a code I can paste into the client. I'm sure someone at Anthropic posted a blog entry with how fast they vibe coded the authentication code. Back before they claimed to have vibe coded a compiler that can do a linux kernel.
- ai_slop_hater 6mo ago
  It's so funny how all these billion dollar AI companies seem to be unable to hire a single person who can code.
eranation 6mo ago
I’m an enterprise customer, and still waiting for a human to respond for over 2 weeks, and there’s a special form for enterprise expedited support. I understand growing pains but this borders incompetence. If Comcast gives better customer service, you have a problem. (I would recommend to stay on the teams plan or personal plan if you can, by the way, unless you really have to) Not to mention their 1 9s availability (I am not joking, check for yourself). Insert victims of their own success cliche here.
thisisit 6mo ago
My last experience with Claude support has been rough. I used a Visa card to buy monthly Pro subscription. One day I ran out of credits so I go to buy extra credit. But my card got declined. I recheck my card limit and try again. Still declined. I try extending the Pro subscription. It works. Turns out my card had a "Secure by Visa" feature. To complete transaction I needed to submit OTP on a Visa page. This page appears when I pay for Pro but not while buying extra credits. I open a ticket and mention all the details to Claude support. Even these details they come back with "We have no way of knowing why your card was declined. You need to check with your bank". Later I get hold of a Mastercard with similar protection. OTP triggers on both subscription and extra usage page. I share the finding and response is still - "We checked with our engineering team and we have no way of knowing why the other Visa card was declined. You have to check with your bank". I gave up trying to buy extra usage. My experience with Replicate has also similarly absurd. For testing I loaded $10 to my balance. But I keep getting rate limited with error that my balance should be above $5. Responses have been absurd. AI bot responded that my balance had to be above $10. On asking why the message said $5 the "human" support responded that it might be a "temporary hiccup". Later they came back that my balance had to be above $20 for full rate limits. I asked again - why was their rate limit error message not clear enough? No response for past 10 days. Its like all these AI companies want to replace developers but their own systems is built using super glue.
- hurflmurfl 6mo ago
  I'll just note that I'm using revolut and some of my virtual cards on there appear to randomly be created as Visa or Mastercard. Well, couldn't pay for Claude with my Visa (no matter if virtual or physical card), but found a comment on Reddit suggesting to use Mastercard, and that worked without a hitch. So they certainly have a problem with their flow with Visa. I wonder if the payment flow was vibecoded from scratch, never experienced that with any other site.
- frb 6mo ago
  I have almost the exact same issue. My account used to be on a one card, which I cancelled. I've updated my Claude subscription to another one and worked without any issues including MFA/OTP. For some reason I really don't understand, it's a different payment process in the on the Developer Platform page. When I tried to update there with 3 different credit cards (MC, Visa, AmEx) and using Stripe Link, they all got the same rejection. It's clearly some bug / issue on their side. Their chat bot is honestly an embarrassment for a frontier AI company like Anthropic, generic, not helpful and trying to lecture me on what MFA/OTP implicating "it's you being to stupid to use a credit card". I'm also waiting already for 2 weeks for a human support on my 2 messages. This whole thread shows I am (and you are) not alone with this issue, so it's hard to understand how the "engineering team checked" and didn't find anything. I've been building payments systems for over a decade and just projecting from this thread their support should be blowing up from such an issue - I know in my companies it would have.
motbus3 6mo ago
Anthropic has been so poorly managed that it is getting embarrassing. I mean... Doing a poorer job than Altman is quite a feat The thing people are competing right now is who lies the most.
anshumankmr 6mo ago
It is also terrible for me. I paid 50$ a few weeks back and they cut me off from using the fucking app regardless of the money I paid into it, and I could do nothing until I got the access back and they did not have a way to refund the 50$ cause I was irate.
DontTrustOver25 6mo ago
[dead]
sysrqc 6mo ago
After my account was inexplicably disabled last month, I submitted numerous support requests, no one has been able to explain why my account was banned or what I should do next. I even tried to open a new account, but it was immediately disabled as well.No refund, no explain.Disappointed with Anthropic. I've started using codex now, and it works great without any of these weird issues.It was absolutely terrible being vendor lock-in state, happy that I finally have the freedom to choose now tho it is painful to reset all the workflow. Would recommend anyone who is frustrated by this incompetent company should immediately switch to their competitors' products.
loose-cannon 6mo ago
I think it's slightly comical to see people from the tech community deal with the problems, as customers, that are brought about by the dysfunction of AI. No, I'm not making a sweeping statement on the usefulness of AI. It clearly is capable in some areas. But, surely, companies should have an incentive to have a functioning customer support? And doubly so if you're a company trying to automate labor?
joshribakoff 6mo ago
After the January triple billing it took me 20 emails to get a human who alleged he didn’t see the charges. After that, i received only AI responses again. Upon opening credit card disputes they finally replied to say they cant help now because of the disputes. I won the disputes.
janpeuker 6mo ago
Had the same experience after switching from regular credits to a subscription realizing credits not only cannot be refunded but also cannot be used to buy a subscription and even wilder not to buy extra usage for a subscription. In other words credits are just stolen. Took ~10 support tickets and ~4 weeks to get a reply by a human that actually articulates this fact.
espeed 6mo ago
SAME (sent to usersafety@anthropic.com, disclosure@anthropic.com on January 8 2026, no response)... Claude Code Exploit: Claude Code Becomes an Unwitting Executor https://github.com/anthropics/claude-code/issues/45951 https://github.com/anthropics/claude-code/issues/45951
il-b 6mo ago
The worst example of vendor lock I have seen since WebSphere
erwinstoff 6mo ago
[dead]
TW969 6mo ago
[dead]

433 points by nickvec 6mo ago

gverrilla 6mo ago

Free market: a market that is completely free to do whatever it wants to you.

solfox 6mo ago

Fin is actually Intercom’s branded agent, so if Anthropic is using their own model for support at all isn’t clear.

nickvec 6mo ago
I was curious so I looked into it. Seems like my issues were encountered when Fin AI was running on Sonnet 4.0, though Fin AI's new model (Fin Apex 1.0) was rolled out ~2 weeks ago. https://www.intercom.com/blog/announcing-fin-apex-the-age-of-vertical-models-is-here/ https://www.intercom.com/blog/announcing-fin-apex-the-age-of...

avree 6mo ago

Anthropic doesn't allow you to hide or unshare Projects which were shared by team members who are no longer on the team. Contacted them about this two months ago, have yet to hear from any human.

nickvec 6mo ago
Sorry to hear that. Yeah, it seems like this is a shared experience among many Claude users. Hoping that this post will draw more attention to the issue so that Anthropic will address it.
- avree 6mo ago
  Yeah, it's funny because they claim that we are reaching out to "Enterprise" support - but it's the exact same support experience as yours, a Fin AI Chatbot that replies with "Thank you for reaching out to Anthropic's Enterprise Support. We've received your request and a member of our team will be in touch soon for further assistance." and then nothing else.

kelp6063 6mo ago

This is what credit card chargebacks are for.

petcat 6mo ago
I'm sure this guy would like to actually keep using Claude though instead of getting permanently banned.
- nickvec 6mo ago
  Yep. I don't want to get blacklisted from using Claude indefinitely by doing a credit card chargeback.
  - bakugo 6mo ago
    Well, that's kinda the problem, isn't it? Even after being erroneously charged and ghosted by their non-existent support for a month, you'll still happily keep paying for their services. If most people think like you, why indeed bother providing support at all?
    - nickvec 6mo ago
      Good point. I did actually cancel my Claude subscription a week or two ago, but I renewed it (regretfully) just the other day. The only other SOTA model that seems to be on-par with Opus 4.6 for engineering work is (maybe?) Codex 5.3, though I would rather not support Sam Altman indirectly.
  - PunchyHamster 6mo ago
    Then get fucked in the wallet I guess ?
  - subscribed 6mo ago
    Use another CC and email address?
    - 6mo ago

KellyCriterion 6mo ago

I didnt know that they have any useful support at all! :-D I sent them some feedbacks one some issues, actually good ideas, and I didnt get any response so far.

nickvec 6mo ago
I wouldn't hold your breath. It seems like the only way to get an actual human response is by complaining on Twitter/X and hoping that Boris Cherny responds. https://x.com/bcherny https://x.com/bcherny
- KellyCriterion 6mo ago
  I even wrote it not only per email but also in the "in-chat feedback" system (you can add a text to a response) Also on LinkedIn they are siltent - I reached out to one of their sales reps, no response. Maybe in the end we will have "Google-class" support?
  - nickvec 6mo ago
    > I even wrote it not only per email but also in the "in-chat feedback" system Yeah, I did the same. Before falling back to sending an email to support@mail.anthropic.com (which my blog post references), I had 3 separate Fin AI in-chat convos trying to get in touch with someone. All of them defaulted to the "ask for a refund" workflow that only applies for subscriptions and left me more frustrated than anything.

teling 6mo ago

This is the risk of being a consumer in the AI world - companies are running extremely lean on real humans and are deferring support to AI chatbots with no real reasoning abilities... Also an issue with scale - for example, Google having similar issues of not handling small, isolated cases. Hope you get your money back!

nickvec 6mo ago
Thanks, I hope so too!
- nradov 6mo ago
  If it's a money issue then file a charge back with your credit card. That generally gets someone's attention.
  - nickvec 6mo ago
    See the other commenter/thread that recommended I do this. I'm worried that by doing a chargeback, I will be blacklisted from using Anthropic's services, which I feel like is a reasonable assumption.
    - jondwillis 6mo ago
      Until they do start doing identity verification, I think you're good. Frankly, don't be a coward. If you're getting treated like this, why would you even want to use their services in the future?
      - baq 6mo ago
        > why would you even want to use their services in the future? Uhhh my base case is you will be forced to or just be forgotten, not unlike not having a cell phone or a bank account.
    - empressplay 6mo ago
      Did you get the API credit? Maybe it's a wash?

wizzard0 6mo ago

Their response time is usually around a month IME, yes.

nickvec 6mo ago
Ah, I wouldn't have written this blog post if I had known that that was the usual turnaround time. There should really be more transparency on when one should expect to hear back rather than the generic response of "a member of our team will be with you as soon as we can." edit: albeit another commenter claims they have been waiting for 2 months...
- petre 6mo ago
  Just enough time to have your chargeback denied by the bank.
- deleted 6mo ago
  [deleted]

aspectmin 6mo ago

Thinking it might be time to push for some laws to mandate companies have better systems to handle and address concerns that impact customers businesses and livelihoods. This inability to reach and/or get things resolved through customer support channels seems endemic, and probably generally part of the enshittification trend as a whole.

simgt 6mo ago

I had the displeasure of interacting with that support agent earlier today and was very surprised. It's just as good as the one my ISP has. We're meant to trust Anthropic enough to replace all of our engineers by their model for writing our software but somehow they don't trust it enough to let it handle simple customer support decisions. But shhhh, it's voluntarily nerfed just slightly bellow ASI for our safety.

PunchyHamster 6mo ago
You're not meant to trust. Stop getting hooked on company PIR
- b112 6mo ago
  They didn't ssy they did trust their claims.
RobRivera 6mo ago
Who keeps claiming these models are meant to replace engineers?
- wnevets 6mo ago
  the remaining population of linkedin users?
- munk-a 6mo ago
  OpenAI, xAI, Anthropic, Google, MSFT, Spotify, Duolingo and NVidia - those are the ones that come immediately to mind. They're either selling the AI (or the tools to make the AI) or hoping against all hope that they're on the right side of bubble history. If we soften the claim to "increase engineer productivity" I think something like 70% of engineers would also agree. If you tack on "if applied wisely" then you'll probably be up to 95% of engineers
  - nurettin 6mo ago
    [flagged]

cbg0 6mo ago

Large corporations have been downsizing on QA and CS roles since before the LLM era. For many of those companies the lack of proper QA leads to more problems for users which compounds the lack of available CS staff. It's called either enshittification or maximizing shareholder value, can't remember which.

nickvec 6mo ago
Why not both? ;)

luxuryballs 6mo ago

[dead]

khelavastr 6mo ago

Have you tried suieng then in small claims court? They skimp in being a real company with real legal support by burning infestor capital, because staff attorney salaries are accounted for much harder than individualized lawsuits from practices not directly resolved next lay period. Most people who commit wire fraud weren't socially bullied and criticized enough before their professional positions to keep in line legally. Useless failures.

polski-g 6mo ago
Yes this would have been the first thing I would have jumped to after a week of no reply. Then you get to show up with a sheriff at their office and confiscate equipment. You don't get to steal people's money because you're busy trying to destroy human employment.

aledevv 6mo ago

[dead]

reconnecting 6mo ago

[deleted]

grokcodec 6mo ago

if this is on a credit card you can get the money back from the credit card company for "undelivered goods"

hs86 6mo ago

I tried their Pro plan on March 1 and immediately noticed how bad their usage limits were, so I asked for a refund that same evening. Their chatbot accepted the request, I was downgraded to the free plan immediately, and since then I have been waiting for the money.

nickvec 6mo ago
Yikes. That's unacceptable. Crazy that it has been over a month and you still haven't gotten the refund.
- embedding-shape 6mo ago
  In 2018 I made a reservation with Tesla for a Powerwall by "paying" 500 EUR. After being ignored for months (someone was supposed to contact us regarding the installation), we started asking for the money back. Didn't hear anything. Started sending an email once a year, in 2025 they finally replied asking for bank account details to send back the money.
  - antisthenes 6mo ago
    Cool. Ask them for the interest too. I would imagine the 2018 to 2025 inflation entitles you to at least another 200 EUR on top of the original sum. I don't think the original terms of contract volunteered you to act as a lending institution.
    - Schiendelman 6mo ago
      Usually those contracts do exempt the company from paying you interest.
  - SilverElfin 6mo ago
    I think this may be a purposeful tactic. It’s like raising investor money from people who get no shares for their money. These reservations are just scammy.
6mo ago

bredren 6mo ago

I had a similar thing happen where I was looking to recover funds from unexpected extra usage charges and got went through an identical experience. I realize the company barely has time to cash checks, but failing to handle small fry reasonable charge disputes should be handled appropriately.

skywhopper 6mo ago

This sucks but is not surprising at all. Anthropic has more demand than it could ever fulfill, and looking into support tickets asking for refunds is never going to get anyone’s attention. If you actually want the money back, assuming you live in the US, this is what small-claims court is for.

glitchc 6mo ago
The fact that denizens of HN think that taking a company to small-claims court is a reasonable approach to getting refunds :: SMH

jsw97 6mo ago

I don’t know why you waited so long to submit this to the support forum they actually read, which is of course this one.

subscribed 6mo ago

TBF I'd probably pay some solicitor $50 to have them send a nicely worded letter after 2 weeks. You're too kind for the company trying to steal from you - whether intentionally or by negligence, doesn't really matter. Or the small claims court mentioned by someone else. Make sure to add your time and the cost of the representation.

Hobadee 6mo ago

TBF, I think Anthropic is a victim of their own success right now. We've had clients reach out to their sales team and be unable to reach anyone. I think they are just busier than they can actually handle.

dgellow 6mo ago
Yes, it’s pretty much the case, they are trying to scale as fast as they can from what I understand. Their growth over the last year has been just insane
etothet 6mo ago
I had a very mediocre experience with their sales team when I was trying to understand how my company could sign up for their enterprise plan. I could barely get the time of day from them and once I finally got a response, the rep knew very little and never responded to my follow up questions. At that time, enterprise plans started at a $250,000 minimum spend/year, which we would've been well over.
dude250711 6mo ago
A bit ironic for an AI company. But your business should put trust into their tech.

vanwal_j 6mo ago

I'm not surprised, I burn (on purpose) more than 15k$/month on Anthropic tokens and I've never been able to talk to any of their sales despite filling the contact form every week for the past 4 months :')

siva7 6mo ago
You're worth a whole department of claude subscribers which tells me they don't give a fuck about API users.
glitchc 6mo ago
$15K/month? USD? Are we talking company funds or personal?
DANmode 6mo ago
What do you want to buy? If it’s cheaper tokens…don’t expect a call… at least, until your monthly usage slips.
voidUpdate 6mo ago
Jesus, there are really people who can afford to burn $15,000 a month instead of just learning to code?

ddtaylor 6mo ago

I did a chargeback against OpenAI for something similar and I showed my credit card company the logs with the support bot, as it was my only point of contact for the company.

CharlieDigital 6mo ago

> Anthropic is an AI company that builds one of the most capable AI assistants in the world. Their support system is a Fin AI chatbot that can’t actually help you. This really cuts to the reality of AI hype: no, agents are not nearly as capable as OpenAI, Anthropic, etc. need you (or rather your C-suite, itching to fire you) to believe. They really, really need you to believe the hype. How can you tell? Cases like this and the fact that there are 5000 open bugs, constant regressions, ignored feature requests in the CC repo. The fact that Codex doesn't fully implement the simple and well-defined MCP spec for prompts. The fact that even CC has gaps with the MCP implementation...a spec that they created! If the progenitors with functionally infinite tokens can't get this basic stuff right, everything else they are doing is just blowing smoke. I don't care if you can ship a kernel compiler or a janky "browser"; how about just make your software work? The smartest guys in this space, engineers making 7 figures in TC, with billions in capital, unlimited tokens, and access to the best models cannot make a simple customer support chatbot work. But you! You're expected to deliver that customer support agent that's going to allow them to cut 500 people from payroll. You'll have it by Monday, right? It's some Tai Lopez "Here in my garage" energy. Let that sink in.

ceejayoz 6mo ago
It's really a bit fascinating. I've had Claude one-shot complex functionality... and I've had it be unable to debug its own .mcp.json file effectively.
ttoinou 6mo ago
What if they built their company with poor support, so they don’t have to hold up to any standard ? But others companies have historically good reputation for good customer support, and maybe AI can help them automate easily 80% of easiest requests
- CharlieDigital 6mo ago
  Hear me out: what if a lot of the hype they are selling you is performative marketing that they absolutely need your C-suite to believe so they can cut more headcount? Then spend a bunch of time generating piles of code that is human unmaintainable because now you're using AI code reviewers, AI testers, AI QA. Then thrash around using more tokens when it invariably causes production issues and no one can read the code anymore except for their latest and greatest models with 1m context window.

deleted 6mo ago

[deleted]

rvz 6mo ago

Once again [0], Anthropic does not care about you and they are not your friends. The other day Dario and Co, were looking at a robotic lamp that does your laundry and folds your clothes. He cares more about investing in that than your billing issue. To them, they see us as gambling addicts, whilst we pay them their overpriced credits at their casino. The house (Anthropic) always wins. [0] https://news.ycombinator.com/item?id=47679322 https://news.ycombinator.com/item?id=47679322

Maticslot 6mo ago
[dead]

SoftTalker 6mo ago

> I also wanted to confirm with a human on exactly what went wrong They wouldn't be able to tell you. The entire back end system is probaby vibe-coded and nobody really understands what it does.

siva7 6mo ago

[flagged]

g-technology 6mo ago

I guess I shouldn’t feel so bad then that I have a ticket open that I keep updating every few days with how long it’s been without a response. It’s only been a few weeks.

castral 6mo ago

I've also been waiting over three weeks to speak with customer support after being gifted an annual subscription just as my payment card expired. The failed payment (after the $200 gift) downgraded my account to the free tier and I lost my annual subscription. I had to pay another $20 to get back into the pro tier plan, but now for some reason I only have $197 in credits and I'm on the monthly subscription instead of the annual. Anthropic basically just made 3+ months of credits disappear for their own billing mistake. The kicker? When you get downgraded to the Free tier, they don't offer any support beyond the AI bot. You have to go through some hoops to get it to open a support ticket to maybe talk to a human in 4-5 weeks. Unbelievable.

beacon294 6mo ago
Oh no, that's the same on the $200 tier, don't worry. You never talk to a human.

TheGRS 6mo ago

In all seriousness, shouldn't Anthropic be heavily dogfooding this sort of use case? I'm also not a huge fan of Amazon's support system, but they at least seem to be using their AI tools a lot for support responses (which has its own issues, but credit where its due). Every conference talk on this stuff seems to suggest that we're all way behind the curve on AI implementation, but I suspect its mostly smoke and mirrors and mechanical turks. My company invests heavily in automated IVR and chat responses and we still optimize for getting the customer to a real agent. Those agents are largely overseas BPOs, but at least that's better than an AI loop that gets you nowhere.

dangus 6mo ago
The truth is that it has nothing to do with AI. Many tech companies learned from Google that the most cost-optimized thing to do is provide zero recourse to customers. Companies that operate this way figure their customers are either so entrenched they’ll never leave or that it’s cheaper to get a new customer than expend a human’s time fixing a customer’s issue. I hope OP either files a chargeback with their card or files a small claims court suit. Either way, they should take their money elsewhere. But they probably won’t, because Claude is the best coding agent. Just like Google is the best search engine/free email/etc.
- TheGRS 6mo ago
  You might be right, but that's an awfully risky bet for such a new company in a tight race with their competitors. I'm sure a modestly staffed support team could get to these requests, especially if they put some AI resources into helping.

rikschennink 6mo ago

I asked the Gumroad support AI for a human. It forwarded my request which was then answered by an open claw agent :/ Still waiting for a response two weeks later.

orsorna 6mo ago
The Gumroad CEO infamously fired and rehired everyone as contractors, and worked for DOGE last year until his delusions were shattered. It seems that your experience doesn't come from nowhere.

GrayHerring 6mo ago

The fact nothing has changed regarding their non-existent support within a year just shows where their priorities lie. And I will make the bold assumption that this situation will be unchanged after exactly one year.

breve 6mo ago

> AI-only support that serves as a wall between customers and anyone who can actually resolve their issue My god. Anthropic has done it. Those crazy bastards have gone ahead and done it! They've achieved AGI for customer service. It's just like the real thing!

svetkis 6mo ago
[dead]

freediddy 6mo ago

FTC should enforce across all companies either a support level commensurate to revenues, or the ability for customers to force refunds automatically.

ChrisMarshallNY 6mo ago

I canceled my Rackspace Email account, in February, and they keep sending me "past due" notices. I responded to the last one with "This account was canceled. If you persist in this harassment, I will open a case with the NYSAG."

stavros 6mo ago

We've been trying to get a Claude Code subscription for my company, the pricing page says $25 but they actually charge £25, 34% higher. I've been trying to talk to them for months, their support people don't even read what I'm saying and insist that it's somehow because of proration. I'm fairly sure their billing backend is vibe-coded and their support is worse than Google's.

svetkis 6mo ago
[dead]

deleted 6mo ago

[deleted]

nextzck 6mo ago

It’s funny because not even claude knows how to reach someone. It was freaking out over why it couldn’t follow my instructions and kept pulling away from them. They exhausted everything and finally they were like I can’t do anything about this.. Although they did admit if I said I was suicidal a message would probably get to a human but that they couldn’t do that as it would be wrong lol

dools 6mo ago

Same, I tested Claude Code CLI and it crapped out and took my money, and they haven't responded to my billing dispute yet. Meanwhile JetBrains replies within hours and Junie is LLM agnostic. I'm a huge fan of JetBrains for AI coding.

mcv 6mo ago
LLM agnostic? I thought they ran their own LLM. Can you use Junie with Claude, but have your payment contact only through JetBrains?

midasoperator 6mo ago

[flagged]

bastard_op 6mo ago

Their support is non-existent. It's NOT suitable for enterprise.

svetkis 6mo ago
[dead]

vcoppola 6mo ago

I had a similar experience. Pretty ironic that we can't reach a human given that "Anthropic" literally means "involving or concerning the existence of human life".

dangus 6mo ago
It’s not really ironic, tech companies are just liars and their names mean nothing. There’s nothing Meta about Meta. There’s nothing soft about Microsoft. Apple is a fruit, not a phone.

serf 6mo ago

it took me like 6 weeks and 12 chat sessions to get Anthropic to essentially end the conversation with "Yeah, whoops, we'll forward that to the dev team." when they cut my max sub short by 4 hours. that's the single reason I am no longer a customer. I don't feel like shoveling money at non-communicating phantoms. 4 hours of credit wasn't by any means worth the time, what irked me was the casual disregard for lost customer value.

crimsonnoodle58 6mo ago

Same experience. We had a billing bug which put our organization into a loop. Couldn't cancel the subscription, couldn't add one, couldn't delete the users of the organization because of the lack of subscription, and so on. It was easier in the end to rename the organization to 'do not use' and create another one than wait a month for their non existent support.

cataflutter 6mo ago

I have now been waiting 2 months for a response to a similar problem. Thanks for the reminder about it, it's time to dig out the chargebacks...

nickvec 6mo ago
No worries, happy to have reminded you. :)

astm 6mo ago

[dead]

ChaitanyaSai 6mo ago

It's been more than a year for us in India. We've resorted to using openrouter. How is Mythos or whatever their latest is not realizing that this is a priority - customers WANT to pay you and cannot!

bashtoni 6mo ago

Me too. I got a random $45.08 invoice from Anthropic on Mar 21 despite the fact that I'm on the Max x5 plan, and have auto top up disabled. Raised with support immediately, after being told a human would look at it I've not been able to get anything further.

svetkis 6mo ago

[dead]

jannniii 6mo ago

Similar experiences here. Suddenly my max 20 account is just useless…

svetkis 6mo ago

[dead]

aemonfly 6mo ago

I'm on $20 Pro plan, I only use Claude through the web chat interface at claude.ai. I do not use Claude Code, the API, or any third-party integrations. so far for this month "$81.07 spent (Resets May 1)" just 8 days. For basic web-based conversations, accumulating $81 in overage charges within three days(April 5, April 6, April 7) is unreasonable.

ayewo 6mo ago
Do you have extra usage enabled? Where are you finding this info?
- chinathrow 6mo ago
  I just checked my setting. I have it enabled (was 100% sure I had it off) but the limit to USD 0. So they're clearly playing some tricks here when they give you rebates - it turns on the overusage again.
  - ryanlitalien 6mo ago
    That's why I'm getting charged extra! Thank you for the tip.

tasoeur 6mo ago

I’ve submitted an app (connectors?) to their store and their submission form indicated a 2 weeks turnaround for an answer, including the possibility of not even getting a response at all (it was written verbatim). Not sure who’s responsible for customer support but damn. (Needless to say I never heard back)

snthpy 6mo ago

I haven't had these issues but I find it strange that I can only sign in with email magic links and no other auth like webauthn for example.

nottorp 6mo ago

I've logged on for the first time two days ago on a corporate Claude account. It took like 40 minutes and worked like this: 1. Sign in to the site, get the onboarding screen, download clients. 2. Run a client, it triggers an email with a link to open on the site so i can authenticate it. 3. Instead of authenticating the client, the site sends me to the onboarding screen again. 4-20: repeat the above loop 21. finally get a code I can paste into the client. I'm sure someone at Anthropic posted a blog entry with how fast they vibe coded the authentication code. Back before they claimed to have vibe coded a compiler that can do a linux kernel.

ai_slop_hater 6mo ago
It's so funny how all these billion dollar AI companies seem to be unable to hire a single person who can code.

eranation 6mo ago

I’m an enterprise customer, and still waiting for a human to respond for over 2 weeks, and there’s a special form for enterprise expedited support. I understand growing pains but this borders incompetence. If Comcast gives better customer service, you have a problem. (I would recommend to stay on the teams plan or personal plan if you can, by the way, unless you really have to) Not to mention their 1 9s availability (I am not joking, check for yourself). Insert victims of their own success cliche here.

thisisit 6mo ago

My last experience with Claude support has been rough. I used a Visa card to buy monthly Pro subscription. One day I ran out of credits so I go to buy extra credit. But my card got declined. I recheck my card limit and try again. Still declined. I try extending the Pro subscription. It works. Turns out my card had a "Secure by Visa" feature. To complete transaction I needed to submit OTP on a Visa page. This page appears when I pay for Pro but not while buying extra credits. I open a ticket and mention all the details to Claude support. Even these details they come back with "We have no way of knowing why your card was declined. You need to check with your bank". Later I get hold of a Mastercard with similar protection. OTP triggers on both subscription and extra usage page. I share the finding and response is still - "We checked with our engineering team and we have no way of knowing why the other Visa card was declined. You have to check with your bank". I gave up trying to buy extra usage. My experience with Replicate has also similarly absurd. For testing I loaded $10 to my balance. But I keep getting rate limited with error that my balance should be above $5. Responses have been absurd. AI bot responded that my balance had to be above $10. On asking why the message said $5 the "human" support responded that it might be a "temporary hiccup". Later they came back that my balance had to be above $20 for full rate limits. I asked again - why was their rate limit error message not clear enough? No response for past 10 days. Its like all these AI companies want to replace developers but their own systems is built using super glue.

hurflmurfl 6mo ago
I'll just note that I'm using revolut and some of my virtual cards on there appear to randomly be created as Visa or Mastercard. Well, couldn't pay for Claude with my Visa (no matter if virtual or physical card), but found a comment on Reddit suggesting to use Mastercard, and that worked without a hitch. So they certainly have a problem with their flow with Visa. I wonder if the payment flow was vibecoded from scratch, never experienced that with any other site.
frb 6mo ago
I have almost the exact same issue. My account used to be on a one card, which I cancelled. I've updated my Claude subscription to another one and worked without any issues including MFA/OTP. For some reason I really don't understand, it's a different payment process in the on the Developer Platform page. When I tried to update there with 3 different credit cards (MC, Visa, AmEx) and using Stripe Link, they all got the same rejection. It's clearly some bug / issue on their side. Their chat bot is honestly an embarrassment for a frontier AI company like Anthropic, generic, not helpful and trying to lecture me on what MFA/OTP implicating "it's you being to stupid to use a credit card". I'm also waiting already for 2 weeks for a human support on my 2 messages. This whole thread shows I am (and you are) not alone with this issue, so it's hard to understand how the "engineering team checked" and didn't find anything. I've been building payments systems for over a decade and just projecting from this thread their support should be blowing up from such an issue - I know in my companies it would have.

motbus3 6mo ago

Anthropic has been so poorly managed that it is getting embarrassing. I mean... Doing a poorer job than Altman is quite a feat The thing people are competing right now is who lies the most.

anshumankmr 6mo ago

It is also terrible for me. I paid 50$ a few weeks back and they cut me off from using the fucking app regardless of the money I paid into it, and I could do nothing until I got the access back and they did not have a way to refund the 50$ cause I was irate.

DontTrustOver25 6mo ago

[dead]

sysrqc 6mo ago

After my account was inexplicably disabled last month, I submitted numerous support requests, no one has been able to explain why my account was banned or what I should do next. I even tried to open a new account, but it was immediately disabled as well.No refund, no explain.Disappointed with Anthropic. I've started using codex now, and it works great without any of these weird issues.It was absolutely terrible being vendor lock-in state, happy that I finally have the freedom to choose now tho it is painful to reset all the workflow. Would recommend anyone who is frustrated by this incompetent company should immediately switch to their competitors' products.

loose-cannon 6mo ago

I think it's slightly comical to see people from the tech community deal with the problems, as customers, that are brought about by the dysfunction of AI. No, I'm not making a sweeping statement on the usefulness of AI. It clearly is capable in some areas. But, surely, companies should have an incentive to have a functioning customer support? And doubly so if you're a company trying to automate labor?

joshribakoff 6mo ago

After the January triple billing it took me 20 emails to get a human who alleged he didn’t see the charges. After that, i received only AI responses again. Upon opening credit card disputes they finally replied to say they cant help now because of the disputes. I won the disputes.

janpeuker 6mo ago

Had the same experience after switching from regular credits to a subscription realizing credits not only cannot be refunded but also cannot be used to buy a subscription and even wilder not to buy extra usage for a subscription. In other words credits are just stolen. Took ~10 support tickets and ~4 weeks to get a reply by a human that actually articulates this fact.

espeed 6mo ago

SAME (sent to usersafety@anthropic.com, disclosure@anthropic.com on January 8 2026, no response)... Claude Code Exploit: Claude Code Becomes an Unwitting Executor https://github.com/anthropics/claude-code/issues/45951 https://github.com/anthropics/claude-code/issues/45951

il-b 6mo ago

The worst example of vendor lock I have seen since WebSphere

erwinstoff 6mo ago

[dead]

TW969 6mo ago

[dead]