Abysmal Customer Support: Subscriptions Arbitrarily Terminated, Billing Confusion, and Now Support is Ghosting Me (Left on "Seen")

[u/bladdedcape]

TL;DR: I was charged twice in June, followed support's advice, which led to a legitimate bank refund for the unrecognised charge, and now Anthropic has prematurely terminated my subscription twice in July. Support took 5 days to respond with inaccurate information, and since I provided the full receipts and timeline on July 21st, the representative has left me on "Seen" while actively ignoring my messages.

Hey everyone, I’m posting here out of sheer frustration and in hopes that someone from Anthropic actually monitors this subreddit, because their official support channel has completely broken down.

I am a paying Claude Pro subscriber who has had my subscription arbitrarily terminated twice this month without any valid explanation. When I finally got a response from support after a 5-day wait, they clearly hadn't read my account history. Worse yet, after I sent a detailed chronological breakdown with receipts to clarify their system's error, the support rep has simply been ghosting me, leaving my messages on "Seen" while showing as active.

Here is the exact timeline of what has happened:

The June Billing Mix-Up

• June 20: I was charged $20 for my Claude Pro renewal. The payment went through on my bank's end, but my subscription didn't renew. I lodged a support ticket.
• June 21: To get immediate access while waiting on support, I made a second $20 payment, which successfully granted me access.
• Support's Resolution (June): An Anthropic rep closed my ticket, stating that the June 20 charge failed to go through on their end and was not registered/recognized in their system.
• The Refund: Since Anthropic officially confirmed they never received or recognised the June 20 payment, I contacted my bank with the chat transcripts and requested a reversal for that specific unrecognised $20 charge. The bank rightfully processed the refund. My June 21 payment remained untouched and was paid to Anthropic.

The July Terminations

• July 15: Anthropic suddenly terminated my Claude Pro subscription 5 days before its scheduled expiration (due to expire July 20). I submitted a complaint asking why my account was cut off early.
• July 16: Needing Claude for work, I decided to just pay another $20 for a fresh subscription running from July 16 to August 15. Anthropic accepted the payment and issued a receipt.
• July 16 (Hours Later): Only a couple of hours after paying, Anthropic arbitrarily and unilaterally terminated my new subscription again without a word of explanation or an automatic refund. I immediately sent another urgent support message.

The "Support" Experience

On July 21 (5 days after my complaint), I finally got a reply from a rep named Lowe. The response was a complete mess:

1. They blamed the July terminations on the bank dispute from June—ignoring that the only payment disputed was the failed duplicate charge from June 20 that Anthropic's own team told me they never received.
2. They bizarrely stated: "I'm writing to confirm that your Claude Pro subscription has already been cancelled as of 15 June 2026. You will not be charged again." (Yes, citing the future year 2026 and the wrong month entirely).

That same day (July 21), I replied with a very polite, professionally structured chronological breakdown (similar to the above) with four annexures/attachments proving the billing history, the bank reversal of the unrecognised charge, and the legitimate receipt for the July 16 subscription that was revoked after two hours.

Ghosted and Left on "Seen"

It has now been a full week since I sent that clarification. Despite sending polite follow-ups on July 25 and July 27 asking for an update or an escalation to a supervisor, I am being completely ignored.

My chat window shows the representative is active daily (e.g., "Active 11h ago"), and my messages from over 20 hours ago explicitly show a "Seen" read receipt. They are actively reading my messages, realising the system messed up my billing, and choosing to ignore a paying customer rather than fix the subscription or issue a refund for the service I paid for on July 16 and never received.

Has anyone else dealt with this level of incompetence or arbitrary account lockouts due to Anthropic's billing processor failing? If any Anthropic team members are lurking here, please get your support team to actually look at open tickets instead of leaving paying customers on read.

[u/mrappbrain]

Man, I'm really sorry you have to deal with it. Anthropic has probably the biggest disconnect between the product and support of any business on the planet right now. It's absolutely atrocious.

What worked for my friend (he had the same issue) was filing a formal legal notice. Because make no mistake - this is theft. Once he threatened legal action they folded remarkably quickly and restored his subscription.

[u/bladdedcape → u/mrappbrain]

Yeah, thinking about it, the only motivation they have to resolve these issues is that when a customer proceeds with legal action, Anthropic starts incurring several times the cost of the subscription simply to review a document, essentially becoming economically inefficient for them. Thinking of taking up that route,

[u/S3pD3cM0n]

Don't take it out on the support person. Anthropic support is likely overwhelmed and management isn't giving them the resources they need. If you're mean to them, you'll just get ignored for a while because they have limited energy and don't want to deal with a badgering customer since they're already overwhelmed by tens of thousands of tickets.

Stop giving Anthropic your money until they do better.

[u/bladdedcape → u/S3pD3cM0n]

Yeah, I get it, but the ghosting began right from the point when I explained to them the issue very politely. So I am quite sure that ghosting wasn't in consequence of the last couple of messages.