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Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

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Re: Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

#11

Post by throwawayffffas »

shelled wrote: post #9

My account was wrongly billed as I had cancelled the subscription in time. So I reached out to support to get it rectified. It’s a bot called Fin. Fin became judge, jury, and executioner and closed my attempts to raise the issue with an automated response that the charge was good and I couldn’t escalate (tried multiple times). Wrote to two of their support emails, both attempts met the same fate, those were also hand…

I don't understand, were you charged after cancelling your subscription or can't subscribe? If you were charged after cancelling your subscription stop faffing about with their ai bots, and dispute it with your bank.

If you can't subscribe, there are other providers.

Re: Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

#12

Post by throwawayffffas »

I can't add prepaid credits to my account, because whenever I try, they try to authorise a zero balance transaction, I approve it but my bank then rejects the real value. This happens across two banks.

But that's a good thing, I have come to rely less on their agent and use the competition more.

Re: Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

#13

Post by ofjcihen »

jumpalongjim wrote: post #8

My goto approach would be to ask an AI to investigate. They can get a surprisingly long way in troubleshooting networking, doing web research, etc. and will even decompile Claude Code to work out what the issue is. It's easy to underestimate what AI agents can do. If you can't use Claude to do this then pick OpenAI or Grok, etc.

From the post I think his issue is server-side, no?

Re: Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

#14

Post by ofjcihen »

shelled wrote: post #9

My account was wrongly billed as I had cancelled the subscription in time. So I reached out to support to get it rectified. It’s a bot called Fin. Fin became judge, jury, and executioner and closed my attempts to raise the issue with an automated response that the charge was good and I couldn’t escalate (tried multiple times). Wrote to two of their support emails, both attempts met the same fate, those were also hand…

This is the experience quite a few of my bigger clients are running into and let me tell you they aren’t small. It’s quickly becoming a very oft-repeated reason in meetings that they want to move away from Anthropic.

To be fair, being who they are, they can get a human if they try long enough. But that human is also unhelpful so it’s just not worth it.

And I agree with the other comment here saying to just perform a charge back. You don’t get to keep my money because you created a firewall of incompetence.

Re: Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

#15

Post by KellyCriterion »

ofjcihen wrote: post #13
jumpalongjim wrote: post #8

My goto approach would be to ask an AI to investigate. They can get a surprisingly long way in troubleshooting networking, doing web research, etc. and will even decompile Claude Code to work out what the issue is. It's easy to underestimate what AI agents can do. If you can't use Claude to do this then pick OpenAI or Grok, etc.

From the post I think his issue is server-side, no?

yes, it is a server/provider issue.

Re: Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

#16

Post by KellyCriterion »

kay_o wrote: post #5
KellyCriterion wrote: post #3

Earlier quoted context omitted.

Haha, good one! :-D Actually, this was what we already discussing this morning, because this was our assumption, too :-))

This was serious post sadly ! All self serve tiers Claude Team, OpenAI Business, ... all are considered the same as personal plan. The only differentiated tier is [self service] || [enterprise support contract with guarantees]

Thats an interesting perspective, I never thought about it that way, because I expect at least some support when being a paying customer, even a small one. (aprt from that, we have around 10 seats, so we may be smaller, bot its not "nothing"?)

Re: Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

#17

Post by KellyCriterion »

throwawayffffas wrote: post #12

I can't add prepaid credits to my account, because whenever I try, they try to authorise a zero balance transaction, I approve it but my bank then rejects the real value. This happens across two banks. But that's a good thing, I have come to rely less on their agent and use the competition more.

For whatever reasons we cant also add credits with any of our payment methods (all are full charge-card CCs)

Re: Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

#18

Post by KellyCriterion »

shelled wrote: post #9

My account was wrongly billed as I had cancelled the subscription in time. So I reached out to support to get it rectified. It’s a bot called Fin. Fin became judge, jury, and executioner and closed my attempts to raise the issue with an automated response that the charge was good and I couldn’t escalate (tried multiple times). Wrote to two of their support emails, both attempts met the same fate, those were also hand…

Thanks for the idea with going through a token-reseller, that maybe a better option for SME like us

Re: Tell HN: Our paid Claude AI subscription unavailable >1 week and no support

#19

Post by OutOfHere »

KellyCriterion wrote: post #18
shelled wrote: post #9

My account was wrongly billed as I had cancelled the subscription in time. So I reached out to support to get it rectified. It’s a bot called Fin. Fin became judge, jury, and executioner and closed my attempts to raise the issue with an automated response that the charge was good and I couldn’t escalate (tried multiple times). Wrote to two of their support emails, both attempts met the same fate, those were also hand…

Thanks for the idea with going through a token-reseller, that maybe a better option for SME like us

Or go with a competitor like OpenAI or Kimi.
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