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HERMES.md in commit messages causes requests to route to extra usage billing

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Re: HERMES.md in commit messages causes requests to route to extra usage billing

#311

Post by teraflop »

Henchman21 wrote: post #299
root_axis wrote: post #223

Earlier quoted context omitted.

More likely its just an LLM hallucination, not a real policy that Anthropic has. Unfortunately for them, it's a bad look to showcase one of the main failure modes of their product in their own business process.

If they've let their AI write the policy, and then they repeat that as policy, how exactly is this an "LLM hallucination" and not a real policy?

It's both, isn't it? If the AI writes the policy and is also responsible for enforcing it (by handling tickets and acting as a gatekeeper for which issues are escalated to humans who can do something about them), then the hallucination becomes real.

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#312

Post by mystraline »

whicks wrote: post #278
trq_ wrote: post #264

Hey everyone, Thariq from the Claude Code team. We've been on this since the bug surfaced. Everyone affected is getting a full refund and an extra grant of usage credits equal to their monthly subscription as our apology. You can see my original post here: https://x.com/trq212/status/2048495545375990245 . We’re still working on sending emails to everyone affected. Our support flow wasn't set up to route a complex bug…

Thanks for the follow up here and the transparency. For those of us not on X, what are the best communication channels for us to follow this sort of communication?

I'd recommend a good credit card like Amex, and a lawyer.

These fucks only respond when they get bad publicity.

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#313

Post by delduca »

sroussey wrote: post #296
trq_ wrote: post #264

Hey everyone, Thariq from the Claude Code team. We've been on this since the bug surfaced. Everyone affected is getting a full refund and an extra grant of usage credits equal to their monthly subscription as our apology. You can see my original post here: https://x.com/trq212/status/2048495545375990245 . We’re still working on sending emails to everyone affected. Our support flow wasn't set up to route a complex bug…

Have a look at https://github.com/anthropics/claude-code/issues/54497 I can’t use Claude Code online at all

I have the same issue when I try to run /ultraplan

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#314

Post by zamalek »

resonious wrote: post #291
trq_ wrote: post #264

Hey everyone, Thariq from the Claude Code team. We've been on this since the bug surfaced. Everyone affected is getting a full refund and an extra grant of usage credits equal to their monthly subscription as our apology. You can see my original post here: https://x.com/trq212/status/2048495545375990245 . We’re still working on sending emails to everyone affected. Our support flow wasn't set up to route a complex bug…

Is it complex? I was somewhat taken aback by how simple it was. Still very confused as to how it could happen.

Only the weights and the RNG used to select tokens can answer that. You will understand much if you read up on the quality of code in the CC source leak, it's completely vibe coded and the printf fn is genuinely impossible for a human to comprehend.

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#315

Post by idiotsecant »

Rebelgecko wrote: post #282
pshirshov wrote: post #279

Earlier quoted context omitted.

But why did you say that > I need to let you know that we are unable to issue compensation for degraded service or technical errors that result in incorrect billing routing. What prevents you from issuing compensations?

As a large language model, their support is not allowed to issue compensation

Interestingly, the starlink customer service bot has applied credits to my account before.

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#316

Post by skithrowyouknow »

stickfigure wrote: post #12
ecshafer wrote: post #3

> However, I need to let you know that we are unable to issue compensation for degraded service or *technical errors* that result in incorrect billing routing. This is very surprising. I've never seen a legitimate business not give refunds for technical errors of their own fault. Minimum Anthropic should credit the full amount to them.

The official response feels AI generated. I suspect this is a preview of our future. "You're totally right! I'm sorry but you're going to have to piss off anyway. Would you like to spend a few more hours discussing it with our AI chatbot? It won't help. But if it makes you feel better, it will probably cost us an extra $0.12 in tokens." I'll bet the first human at Anthropic learns about this from HN.

Swiss train operator charges to call their helpline if you can't figure out their automated lockers, but you probably get a real person.

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#317

Post by mdavidn »

bashtoni wrote: post #295
trq_ wrote: post #264

Hey everyone, Thariq from the Claude Code team. We've been on this since the bug surfaced. Everyone affected is getting a full refund and an extra grant of usage credits equal to their monthly subscription as our apology. You can see my original post here: https://x.com/trq212/status/2048495545375990245 . We’re still working on sending emails to everyone affected. Our support flow wasn't set up to route a complex bug…

You also seem to have a bug where people get randomly invoiced: https://news.ycombinator.com/item?id=47693679 I got a random invoice for $45.08 back in March, despite not having auto top up enabled. Trying to reach support met with a brick wall. Based on the post I linked to, I'm not the only one facing this problem.

They also have a bug where people get randomly suspended: https://www.reddit.com/r/ClaudeAI/comments/1b82cpu/where_you...

It happened this year to my one and only personal account. The account was one week old. Unique e-mail address. $5 balance for API credits. No usage yet. Suspended and refunded. Appeal denied without explanation.

I did create the account on a VPN because I was using public WiFi at a tech conference. That's probably what tripped their automation.

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#318

Post by 2ndorderthought »

ac29 wrote: post #307
2ndorderthought wrote: post #266

Earlier quoted context omitted.

Well about 4 weeks ago I was mostly running small models. Some of my favorites were deepseek r1 8b and qwen 3.5 9b. Those are more or less good for boiler plate super fast responses(what I cared about most). Now I am still trying out all the models that dropped this month. I am running qwen 3.6 35 a3b on a 16gb vram rtx 4060 ti. I wish I sprung for a 24gb vram card but I never thought the price difference would matte…

> My set up is not the best but it is working for me and is saving me money. I've got a local setup too but unless you consider hardware zero cost, there is really no way to save money. The class of model you can run on <$5k of hardware is dirt cheap to run in the cloud (generating tokens 24/7 non-stop is a few dollars a day at most, possibly even less than the cost of electricity to do it at home).

There's truth to that. But, I already had the card for other purposes. And I don't have to egress or ingress anything. I love having it all local to me. I also love how I can sell the card later. Funny thing, my GPU has gone up in price so I might even have made money

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#319

Post by notatoad »

boh wrote: post #180
Arainach wrote: post #79

Earlier quoted context omitted.

There's a fundamental power imbalance: if you do this to any service, they will likely ban your account. So the monetary reward has to be enough to merit moving all your data and workflows off them in advance and never using them again.

No that's not how that works. This stuff is a non-event. You refute the balance, they have a period where they can defend their claim (8/10 times they don't), you get your money. This is a very basic transaction that happens every single day to every major company. "Banning" you costs more than your refund and has additional legal risks. I know being helpless against tech companies is a major trope in these comments…

I can tell you first-hand (from the side doing the banning) that you’re wrong.

You’re not going to get an email telling you that you’re banned. Your payments will just start being declined, and they won’t be able to help you. They’ll suggest you try another card. That won’t work either.

Maxmind includes a “chargeback risk score” in the api response for everybody who uses their minfraud service. They’re not doing that because companies don’t use it.

Re: HERMES.md in commit messages causes requests to route to extra usage billing

#320

Post by jorvi »

bad_haircut72 wrote: post #70
culi wrote: post #51

Earlier quoted context omitted.

And then you use the smallest, cheapest local model to keep their AI bot busy

Theres a business there for sure - does a business you hate use AI in any customer facing way? make them burn tokens. I would 100% do this to StubHub after they screwed me over. If anyone from StubHub sees this, one day you will regret your "hang up on people with complaints" policy. People dont forget when they've been screwed by a corporation. Anthropic, this happened to me 12+ months ago and StubHub is still on my…

I have this vs. a TV webshop in The Netherlands that stiffed my parents because their €430 TV broke and the warranty was expiring in a few months.

Anytime anyone in my social circle asks for a TV recommendation, I specifically tell them not to order from that shop, explaining they have a habit of stiffing people on warranties. I also tell those people to tell anyone they know not to order from there. I do the same whenever TVs in general or that webshop comes up on Tweakers, the biggest Dutch tech site.

I've been at it for quite some years, and roughly estimating it's costing them ±20 TV sales a year, averaged €650 per TV. That's €13.000 in lost sales per year. Working my way towards €100k cumulative, at which point the score feels settled.

Losing €100k in sales over not honoring the warranty on a €430 TV. A nice, solid x233 loss multiplier :)

If you have a vindictive streak in you, see this as your clarion call. You can cause some real cost to a company's bottom line with relatively little effort. And the more of us do this, the worse the pain gets for crappy companies.

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