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

Original Article ↗ Hacker News Discussion ↗

Overall sentiment on Anthropic support

  • Many commenters report essentially non-existent human support for billing and account issues, even after weeks or months.
  • Users describe looping with the Fin AI chatbot, which acknowledges issues and “escalates” tickets, but no human ever follows up.
  • Experiences span personal, team, and supposed “enterprise” support; several say the enterprise channel is indistinguishable from consumer support.

Billing, refunds, and chargebacks

  • Multiple users describe:
    • Unauthorized or unexpected charges (extra usage, surprise invoices).
    • Accepted refunds or downgrades where the money never arrives.
    • Gifted or prepaid credits mishandled after card issues or plan changes.
  • Common workaround advice is to file a credit card chargeback or use small-claims court; others warn this is a “nuclear option” that can get customers blacklisted.
  • Some argue that if a company effectively withholds money for weeks, a dispute is justified; others see systemic incompetence rather than intentional fraud.

Payment and subscription bugs

  • Reports of:
    • Extra usage being re-enabled after rebates, despite user-set limits.
    • Different, apparently broken payment flows for subscriptions vs. extra credits.
    • Visa payments failing in ways support can’t or won’t diagnose.
    • Account states getting stuck in loops (cannot cancel, cannot update, must abandon org and create a new one).
  • Several note long-standing unresolved bugs related to shared projects and organizations.

AI support vs. AI hype

  • Many see irony: a frontier AI company relies on a support bot that cannot resolve basic billing problems or route efficiently to humans.
  • This is cited as evidence that current “AI agents will replace workers” narratives are overhyped, or at least not reflected in the company’s own operations.
  • Others say the problem is product and process design, not AI capability per se.

Scaling, priorities, and business impact

  • Some attribute the mess to explosive growth and understaffing; others call it deliberate cost-cutting / “enshittification.”
  • Users spending substantial monthly API amounts report being ignored by sales and support.
  • A few conclude Anthropic is not suitable for serious or enterprise use until support and reliability improve, and have switched to competitors or intermediaries.