Thank you very much for your support with this. I appreciate you stepping in, acknowledging the engineering flaw, and escalating my case.
As additional feedback on the automated support pipeline: I understand the desire to automate and make processes more efficient. However, a person should not have to rely on getting a post to the top of Hacker News just to bypass AI bots and get a human to look at an obvious financial error. Luckily, you were here and acted proactively, which I truly value.
I will await the support team's communication.
Pura vida!
Note to others who are blaming Amthropic in various ways. This is what taking responsibility is.
Note also that Anthropic outsources the billing and metered billing to a third party still, who is doing very well with the growth. It’s a more recent company in the space so it comes with a lot of bugs that are getting learned with time which is why there are so many interesting (at scale) and obvious errors (billing systems are build over years not months) being corrected with time.
It is way too early to tell if Anthropic is "taking responsibilty" for this. I'll be awaiting the news that they started aggressively hiring human support staff to field user complaints so they don't continue to do shit like this. That is taking responsibilty.
And why should I give them more leeway for outsourcing to an inexperienced company? Comma/decimals meaning in currency is pretty well-established. If a new company is moving into an established space I would expect them to learn from other folks past experiences. "whoopsy, we don't know our core competency" isn't a defense for a company that's presumably making exorbitant amounts of money from partnering with Anthropic.
That is very generous considering their strategy is not having any type of customer support and entirely ignoring their users unless the complain on an online forum where thousands of others can see it.
I’ve reported this 3 months in a row and nobody seems to be hearing.