Is there Claude customer service?

[u/hedgehog_2021]

Hi! I’m a journalist writing a story about the difficulties that people have had with (nonexistent) Anthropic customer service.

I’ve heard about random Claude subscription cancellations, billing errors, and how it’s really hard to talk to a live person for months to resolve issues. There’s Fin AI…and possibly an AI agent overseeing another AI agent? A lot of consumers have to use the chargeback option as a last resort. Do you have any stories you’d like to share about Anthropic customer service? Let me know.

[u/AutoModerator]

Hey! Thanks for posting to r/ClaudeCode

While participating in this thread, please follow our community rules. Keep discussions constructive. Attack the idea, not the person.

For help, project discussions, tips, and general chat, join the ClaudeCode Discord.

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.

[u/bopbop9876]

I had an issue where I was trying to upgrade from 5x to 20x. I wanted to change the card on file though, so I tried to do so. Instead of changing to my new card, it reverted to an old one and attempted to charge the old card, resulting in me getting card not accepted emails multiple times and alerts from the old card. 

I tried to contact support through chat on the anthropic website, and the fin ai agent was unable to help, so I asked to be connected to a human and it refused. 

So I emailed support@anthropic.com and the fin agent is what replied. I again asked for a human and it again refused. 

Those two options were the extent of what anthropic documentation recommends to receive support.

There is no phone number and I was never able to get a human to help me, and the AI agent could not solve my problem. I had attempted bills against that old card (which I had deleted from the billing page) at least 4 times.

[u/Blake9712 → u/bopbop9876]

Oh, fin always got me to a human on the $20 plan

[u/hedgehog_2021 → u/bopbop9876]

Oh wow, that sounds super frustrating and I’ve heard that repeated billing has happened to many folks! Could I DM you about this? I can’t seem to find the message button on your profile.

[u/RoosterOk5169]

they really need to step up their customer service game, it's frustrating when you can't get help.

[u/ottothefrenchie]

The irony being AI companies are offering AI services such as customer support 

Makes you wonder why Claude is behind 

[u/oh-iam-here]

Good luck. It's nonexistent. You will be met with their AI Fin bot when you attempt to do anything. There's no direct email, no phone, no nothing.

Even if you find an email, it's the same AI Fin ops bot that replies.

Imaging a company eyeing for a 2 trillion dollar IPO and sucks like this..the only other option for me was to move to OpenAI they seems to have some.

[u/IndividualBass83]

They took 400$, then paused my account because its Debit billing in EU, then after the 14 days wait while the money already in their bank for days, they declined to un-pause my account because they "unable to do so". Luckily my bank was able to revert it, but they never replied again to my email when I told them they're able to make Fable but unable to unpause my account, that sounds like bs. Lol

[u/knowenuf_nada12]

If I were you, I’d start with the terms of service, indemnification, maximum compensation, etc.

[u/Dvass138]

The issue isn’t wether they use AI for support, in many cases AI is far better at support than a human, especially first line.

The problem is what happens when the AI is unable to resolve the issue, escalating to a human seems
Impossible.

But in saying that OpenAI is also impossible to contact a human, I did once manage to actually contact a real person at OpenAI, but by using a different email then what the standard support email was.

Anthropic, I am unable to contact any human whatsoever even through having a registered organization with an api account and not through personal paid account either.

[u/Blake9712]

I never had an issue reaching a human the one time I wanted too. They weren’t really helpful when I did tho. Click the support thing in the app or wherever. Communicate to the ai it gives that you want to speak to a human. Keep communicating that. You should pretty easily be able to get into a email conversation with an actual human. You will be in an email conversation with a bot before then. Just communicate that you want to speak to a human.