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

solfox

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

kelp6063

This is what credit card chargebacks are for.

KellyCriterion

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.

teling

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!

wizzard0

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

aspectmin

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

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.

avree

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.

cbg0

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.

khelavastr

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.

grokcodec

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

bredren

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

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.

hs86

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.

jsw97

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

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

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.

vanwal_j

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 :')

ddtaylor

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

> 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.