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

nickvecchioni.github.io

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

#111

Post by freejazz »

ymolodtsov wrote: post #103
CharlieDigital wrote: post #57

> 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 th…

Agents are very capable. Their implementation matters. I doubt many support agents have access to editing user records, so even if they can accept responsibility they won't be able to make any radical changes to your account to fix those. It's not AI problem per se, it's a product problem.

So it's just a coincidence that they can't edit user records? They can't get another agent to fix that, even?

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

#112

Post by stavros »

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.

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

#113

Post by orsorna »

rikschennink wrote: post #85

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.

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.

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

#114

Post by stavros »

yadaeno wrote: post #56
MostlyStable wrote: post #39

Earlier quoted context omitted.

It's important to remember that a chargeback should be considered the nuclear option, and, when using it, one should be comfortable with the possibility that one might never do business with this company again, since it could result in being blacklisted (even if one is, in fact, in the right). I'm not saying not to do it, but one should keep in mind the potential repercussions.

If a business attempts to steal from me I instantly charge back and the onus is on them to prove that I owe them money. I do this all the time and have never been blacklisted.

I have a few customers like that. They sign up, forget about it, then they see it on their statement and issue a chargeback. Not only do they get their $20 back (that they very willingly signed up for), but I have to pay another $35 to Stripe for the privilege of having a forgetful customer who couldn't even be bothered to email me for a refund.

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

#115

Post by consp »

ttoinou wrote: post #77
CharlieDigital wrote: post #57

> 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 th…

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

Those are already automated by making your first question "Did you plug it in?", followed by "Did you actually plug it in?". Or industry equivalent. It's not like there wasn't any research into this in the past century.

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

#116

Post by SyneRyder »

master_crab wrote: post #50
MostlyStable wrote: post #39

Earlier quoted context omitted.

It's important to remember that a chargeback should be considered the nuclear option, and, when using it, one should be comfortable with the possibility that one might never do business with this company again, since it could result in being blacklisted (even if one is, in fact, in the right). I'm not saying not to do it, but one should keep in mind the potential repercussions.

I always wondered about this. Do companies tie the credit card to an identity to block or do they just block the cc number? If the latter, seems like a small friction point for a consumer. Given how often cc numbers change and how many an (American) consumer has, this won’t block anything unless you are charging back more than once every few months.

It's up to the company, but since many companies don't want to keep card numbers around (and some processors don't let you see the card number anyway), they're probably more likely to block on identity. Maybe flag the IP address of the transaction for "additional screening" on all future transactions, etc.

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

#118

Post by beacon294 »

castral wrote: post #81

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 o…

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

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

#119

Post by nubinetwork »

SyneRyder wrote: post #116
master_crab wrote: post #50

Earlier quoted context omitted.

I always wondered about this. Do companies tie the credit card to an identity to block or do they just block the cc number? If the latter, seems like a small friction point for a consumer. Given how often cc numbers change and how many an (American) consumer has, this won’t block anything unless you are charging back more than once every few months.

It's up to the company, but since many companies don't want to keep card numbers around (and some processors don't let you see the card number anyway), they're probably more likely to block on identity. Maybe flag the IP address of the transaction for "additional screening" on all future transactions, etc.

CC numbers are also bound to get recycled eventually as cards expire and/or get replaced... even if you block a card, it might have a new owner 6 months or so later.

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

#120

Post by cyanydeez »

simgt wrote: post #14

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.

Has anyone tried to turn one of thse support agents into a coding harness?
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