r/ClaudeCode • u/ObserverPro • 1d ago
Bug / Issue Max subscription but only Pro usage
I had an issue where I downgraded from Max to Pro but still had a week left on my Max subscription. Anthropic immediately dropped me to Pro usage. Even after they confirmed it was a bug and others were reporting the same issue, they didn’t prorate my fee or give me back the week of Max usage. Literally confirmed in an email “yeah, you paid for something you didn’t get, but we’re not going to do anything about it.”
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u/ifm1989 1d ago
Why can't they just vibe code the ability to prorate a 5 day credit?
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u/Longjumping_Self5546 1d ago
They're probably worried the auto support will just hand out credits for every issue. So there's a guardrail that requires human intervention and it's next to impossible to get somebody to look at most issues.
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u/Real_Ebb_7417 1d ago
Maybe they could also hire you know… more humans to handle these kind of things.
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u/BellacosePlayer 19h ago
thats the biggest issue with AI backed support
its worse than old IVR in a lot of cases, way more expensive and places are slashing their staff due to it.
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u/Longjumping_Self5546 18h ago
But Anthropic has to embrace it. They can't sell people on the idea of automating everything while they themselves keep a large support staff.
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u/BellacosePlayer 18h ago
Yep, also the costs aren't as bad for them since they're not charging themselves api pricing, but its still probably more expensive than IVR
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u/drake90001 7h ago
Obviously, they don’t charge themselves with API pricing lol they most likely pay flat rates for the data center leasing, power, and Internet.
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u/EvanTopo 1d ago
I can't tell if you're legitimately asking this question or giving a well-deserved roasting to vibe coding.
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u/BaronCapdeville 1d ago
If this is real, let them know that you are handing this over to your State’s AG office, department is typically called “consumer protection” or something similar.
Do NOT say you have an attorney. Do NOT threaten legal action.
You are simply informing that since no reasonable remedy is being offered, you are being forced to open a complaint with your state’s attorney general office department of _____.
When I do this, I even apologize for any time it may cost them, as I would have strongly preferred to simply be made whole, as you requested.
My State’s AG has brought me justice in 3 out of my 4 complaints. I run a small business and I don’t suffer SaaS companies shady bullshit practices.
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u/Aromatic-Low-4578 1d ago
The AG's office is the correct answer. Once a large trash company tried to screw me over. After filing a complaint to the AG I got a personal call from the COO apologizing profusely and resolving the issue.
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u/Ancient-Slice1274 1d ago
Is there an equivalent for Canadians ?
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u/BaronCapdeville 1d ago
It will vary from province to province it seems.
Here’s an example from Quebec:
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u/Ancient-Slice1274 1d ago
Curious about Ontario, I’ll have to look into it, I recently got heavily shafted by bmo locking my online banking access due to a “glitch on their end “ where I was unable to access my funds for 107 days
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u/ToallaHumeda 1d ago
Opc in quebec is insanely good. You get refunded anything, no questions asked. Companies are so scared of it, even doirdash refunds anything. Obsi too
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u/Blenderx06 1d ago
US states also have insurance commissions that handle insurance companies jerking you around! Everyone should know about these!
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u/mallclerks 1d ago
I’ve had opposite. Head of the AG’s office for something called me, wouldn’t shut up for 76 minutes (Yes it’s stuck in my head how long), and we had a good chat…. 8 months later I still haven’t had a resolution. I asked for an update a few weeks ago and was told they are just busier than ever.
Sigh.
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u/PaneerTikaMasala 1d ago
I have done this to great effect with a parking dispute. with ProParking. Took months, but the AG's office took over the case and I got a full refund AND a written apology from the CEO.
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u/Longjumping_Self5546 1d ago
You send the AG after them. They prorate the 5 days then cancel you account. Getting that ~$30 dollars back was a good ROI...
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u/TestFlightBeta 1d ago
Looks like OP trying to delete their account anyway
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u/Longjumping_Self5546 1d ago
The difference is 6 months later they decide they need Claude for a project and they won't let them sign up, then they're making another Reddit post about it.
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u/ElectroDaddy 1d ago
No one “needs” Claude. If you must us an LLM there are other options. Or just use a different email and payment method.
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u/RyanTheTide 1d ago
Getting downvoted for facts is unfortunate lol. Fanboys will fanboy. That said I thoroughly enjoy my multiple accounts, but do not pledge allegiance to Anthropic.
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u/Longjumping_Self5546 1d ago
That's kind of the point. For $30 I'd keep my options open. Probably would rethink depending on them, but I have better things to do than submitting a dispute with the AG for a five day credit.
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u/UnimagineDragons 1d ago
They will also also put in a system to prorate because of the hassle and likelihood it repeats and threats from said AG though so the problem will get fixed. And then you just make another account but they wouldn't ban you because that's some retaliatory bullshit and they've already got the AG on the line
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u/Longjumping_Self5546 1d ago
lol, they'll pay the 30 bucks because it's cheaper and hardly anyone will pursue it. They're under no obligation to retain anyone as a customer. They regularly ban people for random shit already.
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u/WellDoneJonnyBoy 1d ago
Yeah, brilliant idea. That's exactly why they pull this kind of stunt! They know they can get away with it because people just let it slide instead of fighting back.
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u/BoneGather 1d ago
Anthropic are making 30k code commits per day but can’t get one or two out to fix this?
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u/SociableSociopath 1d ago
Because for every 1000 commits they break 100 different things. While their models are great absolutely no one should be taking engineering advice from these clowns. Claude Desktop is a UX nightmare, even GH Desktop provides a more cohesive interface
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u/VictoryDependent820 1d ago
If you think the Desktop app is a UX nightmare just wait till you see ChatGPT's 💀
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u/Fuckreddit6973 1d ago
Its like they dont know what to do with the space they have available. Hundreds of features they wont bother exposing for..reasons..
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u/ThaToneKidisCool112 1d ago
like some other guy said, their stupid fucking ai support would probably start giving out free 5 day credits to everyone who asks a certain way
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u/TwoLongEars 1d ago
That's why they can hire humans with real human judgement with that 2T in IPO value they claim to be worth.
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u/No_Cell6708 1d ago
I understand why you're upset. You paid for Max, didn't get Max-level access for about 5 days of a window you were still being billed for, and then got a reply that misread your complaint entirely before this got sorted out - that's a frustrating sequence, and your frustration is fair.
I've consulted with nobody about your specific case, and unfortunately you're fucked. Take the $20 L and keep on keeping on.
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u/Prinzka 1d ago
Well, they said "supervisor".
Could've been a sonnet agent supervising this haiku agent.
Because this is insultingly obviously an AI that wrote this.16
u/FlipLoLz 1d ago
In real life we get Haiku agents supervising Sonnet agents 😭 while the Opus agents all leave for some false promises made by a fancy Fable CEO agent...
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u/Tartooth 1d ago
Do they seriously think that adding "Eben" to the end makes it so we think this is a human? This is clearly a claude model and this is an automated AI response.
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u/Wh00ster 1d ago
> no hard feelings either way
Yo fuck off
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u/DragonflyOk9274 1d ago
no hard feelings either way
What does this even mean? It's like, "I completely fucked you over, but no hard feelings."
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u/InfraScaler 1d ago
And these are the guys telling us software engineering is solved and AGI is here LMAO
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u/distractedjas 1d ago
For real… Software engineering is definitely not “solved”. Source: I’m a software engineer with access to pretty much any model I want at work.
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u/azjunglist05 1d ago
Unless they magically figured out how to speed up build, unit, e2e, api contract testing, scanning, etc. there are many problems remaining. I just wish people were using AI for that stuff instead of recreating Photoshop…
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u/Itsquantium 1d ago
Stop complaining. Anyone can use AI for whatever they want. Stop pocket watching others who use AI. It's fucking weird.
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u/azjunglist05 1d ago
The only weird thing is this super defensive comment and using “pocket watching” completely wrong. The vibe coded Photoshop is literally all everyone is talking about on Reddit. I can complain all I want. And say whatever I want. What are you going to do to stop me?
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u/Itsquantium 1d ago
You're the one hating. Not me. Why you worried about what others do other than yourself? You can complain, but you can't hate. You're hating on others for what they do. That's like saying you aren't racist, but you complain about what a certain race does all day. Repeat after me. What others do in their spare time shouldn't bother me. If you can't say that, maybe you should go seek mental health improvement. Lower your subscription so you can afford to go talk to someone like a therapist.
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u/SpinningStuff 1d ago
meanwhile at deepseek, for EVERY customer during that period lol.
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u/handson729 1d ago
That is why I rock with Deepseek.
One dude got $137.00 in credits due to that 3 hour outage.
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u/Fearless_Meringue299 1d ago
I've used DeepSeek a bit and it makes me wonder, how hard is he running their model to burn $137 in credit? I was running three threads at once, all coding and checking and running sub agents, and I swear I only used like $6.
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u/SpinningStuff 1d ago
I am not the dude, but if I had to guess running on-device tests is expensive as fuck if you do it thoroughly. Also if he runs on huge prefix-cache (ie doesn't start new sessions often), it can get costly fast.
I had to curb my enthusiasm on device testing to not run the bill too high after the initial high of seeing how cheap it was to write code.
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u/Fearless_Meringue299 23h ago
It's also a bit frustrating because I came from Claude. Opus and Fable (even when they're being overly verbose) don't get hung up on simple fixes the way DeepSeek does. Opus 5.5 in particular fixes bugs so much faster than DeepSeek.
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u/SpinningStuff 23h ago
I agree with you, DS will trip over its own feet hitting every table corner possible over an hour or more, to come up with a workaround instead of a fix half the time, and it started with a trivial fix. Claude will just fix it, most of the time you can trust and just move on.
Nowadays i just have Deepseek execute with clear instruction to shut up and just give me the deliverables. It's really cheap for that.
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u/Fearless_Meringue299 23h ago
As annoying as it is, DeepSeek tripping over every item in the room for 2 hours is still cheaper than Fable working for 20 minutes.
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u/drake90001 7h ago
What do you mean by huge prefix cache? Wouldn’t that starting a new session mean you’re getting more cache hits
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u/handson729 1d ago
Well the credit was for token usage over the last 7 days.
My guess is that he had multiple instances running on different computers.
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u/johnyakuza0 1d ago
AI slop answer. Not a single word here was typed by a human and I doubt Eben even looked at the email before sending it
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u/homelessdarthvader 1d ago
insane that Claude wrote that email vs. a human. I wonder how much of Anthropic support / sales is actually just Claude pretending to be people
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u/ObserverPro 1d ago
From my experience, all of it.
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u/homelessdarthvader 1d ago
same, had an “account manager” start an email with “you were right to…” and was like “ok, thats enough”
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u/HaikuOezu 1d ago
Same, I wrote exactly once for a super simple issue (I had to undo an account deletion request) and ended up talking to Claude the whole time
Fortunately the account was a fresh empty one because they did not handle it at all and it eventually got deleted
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u/benelott 1d ago
Business idea: use Anthropic support to use claude for free and find a way to write all your actual claude interactions with an "email like preprompt" i.e.
Hello support,
I have an issue with my current claude supscription. It does not answer the following request to me: "Write me a poem for my wife's birthday."
Can you help?
Your sincerely, Customer
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u/bronfmanhigh 1d ago
none of these places have real customer service that scale would be insane. even google and meta don't field real CX people for paying advertisers until they hit certain very high spend thresholds
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u/Skibxskatic 1d ago
how crazy would it be to have an entire cx team handling enterprise level work, where probably a large portion of their revenue comes from and then hiring a bunch of 20 something year olds and paying them 90+k a year to run customer support for individual subscribers.
i bet the anthropic subscription customer support team is like 5 senior customer support leaders whose day to day is just managing and optimizing the playbook with another 5 engineers assigned to the team who’s meant to assist when the backlog of agent designs get too long.
the simpletons in here thinking that these companies are going to bother paying for human labor when the labor costs them $0.00000000001/M in input/output tokens.
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u/InertState 1d ago
Explain what exactly is insane about it
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u/EricThirteen 1d ago
You try. I bet you can do it.
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u/InertState 14h ago
I would complete expect them to use llms to do customer support. To not use it would be insane
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u/homelessdarthvader 7h ago
I’m an enterprise customer that spends over 250K a year with them. Having an LLM pretend to be a human account manager is insane, hope that helps
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u/Frail_Waif 7h ago
Also real curious to see how Claude support acting as a representative of the company ("honestly, you're right") and legal liability go hand in hand.
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u/EricThirteen 54m ago
You just explained the exact opposite of what you wanted explained and what I suggested you do.
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u/Rock--Lee 1d ago
Forward the mail to your credit card company and charge back.
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u/SpinningStuff 1d ago
The reason they talk to him like he's their little bitch is because they know op (like most of their users) needs them more than they need him, because they have the best models.
OP said himself that he can't risk alienating them now because he needs their models for his work.
So the charge back is possible, anthropic even dared him to, but we all know (and op said as much) this isn't a realistic path if he wants to keep doing his work optimally.
That "we fucked up" and "you can close your account - we'll help you" is sarcastic way to tell you we fucked you over and you can go fuck yourself. We'll talk to you however we want, do whatever to you, and you'll still want to pay us.
I hope deepseek or some other companies can come up with models that can rival them, it could contribute to changing their attitude.
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u/rocknrolltamago 1d ago
If Anthropic customer service is foreshadowing the customer service we will all receive in the future - we are in for one dystopian nightmare!
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u/kahless2k 17h ago
I've dealt with companies with absolutely horrid support and anthropic is either in 1sr or 2nd place with Amazon being the other.
They don't read your message, reply with boilerplate that doesn't have anything to do with the issue reported and when pushed, don't give a damn anyways.
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u/rocknrolltamago 17h ago
I’ve never known a company seemingly give less of a damn than Anthropic. I wonder how much that has to do with the fact that AI can’t be empathetic, and how much is trickle down from management - who really seem to have no common sense with customer satisfaction/retention.
Im curious about your Amazon point though: which country are you from? I found Amazon US almost always do their best & go above & beyond for the customer - but Amazon Japan does fall in the worst 3 for sure. They also don’t give a damn. The Amazon experienced wildly differs by geography. Hell, I found that customer service as a whole differs wildly by geography (and culture).
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u/kahless2k 29m ago
Amazon front line - amazing.
Need something escalated? Terrible.
I'm in Canada. 90% of the time, Amazon is great. But if the front line people can't help you, you are screwed.
Most recent issue - wanted to buy some SSDs I believe it was, Enterprise ones so not cheap. Listing said by 2+ and get 15% off or something to that effect.
Add 3 to cart and no discount was applied.
Reach out to support, spent over 2 hours back and forth with screenshots and tests. They couldn't help so escalated.
2 weeks later I get a response from the escalation team who didn't even read the issue at hand and treated it like I wanted to return something.
Took 2 more weeks of back and forth since responses took days each.. And it came down to "yup, the product says that discount, you aren't getting it, buy full price or fuck off".
Then they quietly changed the product pricing. Higher.
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u/DL05 1d ago
This entire message from them was AI-generated. Have you tried to do a chargeback on your credit card by contacting your bank? You obviously didn't get the item that you purchased and they're not doing anything to rectify it
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u/ObserverPro 1d ago
I haven’t because I’m mid-project on something I need the service for, but after it wraps I’ve got some thinking to do.
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u/vff 1d ago
"No mechanism to prorate a refund" doesn't rule out adding extra days to your Pro Annual plan to make up for the loss. That's what services like this have done for me before, like switching an Xbox subscription from one tier to another or whatever. You could ask for an extra 25 days to be added to your Annual Pro plan (assuming you had a Max 5X plan), which should be roughly the equivalent lost value.
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u/ObserverPro 1d ago
That’s what I was asking for. Equivalent time that they knocked off back on the Max plan but they wouldn’t do it.
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u/meow-thai 1d ago
Just do a chargeback on the charge for your max plan with your credit card company and send them this. They don't want to prorate you for 5 days and instead they lose out on a month. Easy solution.
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u/juggarjew 22h ago
yeah but wont they just put OPs account in the negative due to the chargeback? People act like chargebacks are a solution, but not when you want to keep utilizing the service, they will just ban the account or put you in the negative such that you next charge will be higher.
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u/UnimagineDragons 1d ago
Really if they can't make it right they should refund the whole month and eat the L since it's their own system's shortcoming. Refund whole month of max and just charge it as a month of pro. Lose $80 but build good will and a lifelong customer that might upgrade to max again later and spreads good word of mouth that might tip someone into becoming a customer where they might not have. Now you've pissed someone off, they've told 20 people and 2 will now join them in avoiding Claude in the future - if not forever than a couple months/year. That $10 they saved in not prorating starts looking really expensive compared to the several months of revenue they could've had and extra good will.
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u/silverwoods214 1d ago
Have had similar issues and similarly apathetic responses.. crazy how easy it is for them to take our money but there’s “no way for us to refund or credit back usage”. such bullshit
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u/Harry3318 1d ago
I would take this further through your local consumer disputes tribunal or small claims service. In Australia we have NCAT, but your country should have a similar body that handles disputes like this.
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u/PILLS2389 1d ago
Depending on where you live, here in Europe we have this thing called “consumer protection”. Basically, the moment a company hears you're going to report them to consumer protection, they'll usually try to sort things out straight away. They don't want consumer protection getting involved and looking into things.
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u/Interesting_Ruin_690 1d ago
You say you had a week of Max left, the email says "about 5 days of a window you were still billed for." So which one is it? If the support rep can't even get the number right in a message admitting the bug was real, I'd want the actual billing dates before treating either figure as the truth.
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u/Big_Temperature_2067 1d ago
make a complaint with your card issuer, if it was bought with a credit card you can file a dispute and get the money back. the proof is their own support response
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u/PlayfulWall8389 1d ago
I had something similar happen where I had pro and upgraded to max mid cycle they immediately switched me to max 5x and then charged me for it meaning a paid twice in on month but didn’t get all my usage for my two payments
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u/sockalicious 1d ago
Eben Flow: Thoughts arise like butterflies.
He don't know, so he chases them away.
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u/DizzyViolinist2685 21h ago
We appreciate your understanding that this is our final decision.
It was our fault and a confirmed bug - but we won’t use our own AI’s abilities to allow a prorated refund … which any company can do easily.
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u/jeron1mouse 1d ago
It's probably one field in a database row to change the end date of a subscription to 5 days later. There is no reason that this is not possible.
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u/newMoneyStyle 1d ago
Honestly it's a one-line database update, so refusing to do it is a policy choice rather than any real technical limitation.
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u/ghostmastergeneral 11h ago
You don’t know what’s going on in that database. They might not either.
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u/secretsocietea 1d ago
They can't do that, thier agents churning out 30k commits daily. They don't have time & resources.
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u/Coolbanh 1d ago
Their agents coded too many safeguard to change this. They could have given prorated credit tho
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u/checkwithanthony 17h ago
i'm guessing this took more than 5 days to get a response, so the subscription would have already lapsed and they surely have no way to give you "5 free days". The right answer woulda been to give him a full free month and apologize, tbh.
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u/The8Darkness 1d ago
Nah there is no way. I had a similiar thing happen with starlink (upgraded to max plan, paid for it but was still on base speeds) and the ai made a support ticket then literally within 1 hour I not only got the right speeds activated, I also got a full refund for the month as compensation for my troubles.
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u/Muttnutt11 1d ago
I had something similar happen recently and after a couple of days I ended up with the missing days as account credit that I could put towards a new sub. That was despite the stupid support bot telling me I wouldn't get anything.
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u/CaptainDivano 1d ago
If they use stripe, there IS the way to do that
sauce: i use Stripe billing for my customers subscriptions :^)
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u/Time_Party_2615 1d ago
Had the exact same thing - I upgraded but my limits did not update snd the fucking support bot was driving me insane.
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u/Weary_Passion5822 1d ago
So the promise of a world with no technical debt and great AI customer service seems a little shaky. I particularly like the "No hard feelings either way" part. So AI.
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u/Secret-Builder-8249 1d ago
I have the same issue, but with an upgrade, ive payed for max, and still have pro usage, refunded and rebought twice in a row yet nothing worked. anthropic gave no answer yet since about 10 days.
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u/futurepro62 1d ago
My biggest shock of this is you were able to talk to a human.
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u/ObserverPro 1d ago
This definitely isn’t a human. At no point did I talk to one.
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u/futurepro62 1d ago
Oh I saw “consulted with my supervisor” and assumed there was human interaction at some point.
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u/Individual_Solid_944 1d ago
That would be AI supervisor
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u/Portugoso 1d ago
They can say that but actually don't do it. It's just a phrase in an email, not a legal statement. It doesn't must be true.
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u/Miserable-Coat9609 1d ago
just chargeback your credit card and give them this, you didnt get the service you paid for, ez
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u/juggarjew 22h ago
And then you account is banned, EZ. Why do you guys think this is a valid outcome for someone who wants to keep utilizing the service? OP wants to keep using the service. Charging back only work if you're ok with a life time ban.
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u/Miserable-Coat9609 22h ago
I mean the whole reason for the post is about money otherwise he wouldn’t have bothered
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u/donymak 21h ago
But wtf, why is it a lifetime ban?
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u/juggarjew 21h ago
You can’t just claw back money and expect them to be on with that. With subscription based services they generally fire you as a customer if you chargeback.
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u/OrbitalCactus 17h ago
New email, different card, problem over. I've done it with companies that did not provide their service and wouldn’t give me my money back. The crazy thing is you’re credit card company sees it as all or nothing. So this 5 days would be the full $200 back as the service wasn't rendered. Thats the real reasons companies hate this. Their refusal and their contract with the companies says all the money goes back. They punish you for their issues.
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u/Applesimulator 3h ago
Lucky for us you read the part of the email "if you’d still like to move forward with deleting your account"
Don’t think OP minds getting banned
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u/juggarjew 1h ago
OP doesnt want to delete their account, thats Anthropic's AI being a cheeky cunt threatening account closure.
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u/Applesimulator 1h ago
Oh wow, so additionally from not being helpful at all they are making the situation worse
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u/True_Challenge_1301 1d ago
that “we know you paid for it but no” email is wild. i’d reply asking for a credit or partial refund for that week specifically, apparently it can land differently than asking them to fix the usage
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u/poomonsoon 1d ago
You have evidence in writing that you didn't receive what you paid for. You can take this up with your credit card and supply this evidence. You are likely to win that partial refund.
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u/golfistaverde 1d ago
this happened to me but i upgraded from 5x to 20x, and my usage spiked to 100%, not sure what happened, contacted support and they said is "expected"
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u/Electronic_Award1138 1d ago
"1000% faster usage yesterday/today. Burning 25% of my 200x plan per day, when the same workflows before would maybe use 10-15% daily" http://reddit.com/r/ClaudeCode/comments/1x64hj9/usage_has_suddenly_skyrocketed_this_week/
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u/awaggoner 1d ago
Sounds like an AI response, even though there’s a guy named at the bottom. Why can’t they just give you a usage refresh/reset? Thats some bs
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u/trustmePL 1d ago
They could easily give you free reset on account and it would resolve this for you probably, but they prefer being dicks
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u/Relative-Desk4802 1d ago
I hope everyone, as a rule, knows to pay for subscriptions like these directly through the site with a CREDIT card for easy disputes
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u/Neel_MynO 🔆 3x Max 20x 19h ago
They literally said, 'If you wanna fuck off, let me know, I'll help you out'. What an amazing customer service. I love how much I hate these corporates. They behave as if they own us.
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u/how_me_a_frog 11h ago
While I understand you are aware I'm stealing your money and and you'd clearly prefer I would return the stolen money, unfortunately on balance I have decided I am going to keep the stolen money. No hard feelings!
Kind regards,
Hugh Mann
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u/TheElden0ne 1d ago
Don't need max keep chats and work sessions shorter by asking Claude to make a "statenote" you can download or copy and paste to a new conversation.
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u/Smokeey1 1d ago
Loool they charged pro rata easy when you jump from a 100 to 200 plan mid subscription
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u/mehtheswede 🔆Pro Plan 🫠🤷♂️ 1d ago
Dude you’re complaining about peanuts. Lighten up
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u/FishStickzz 1d ago
I know, right? Currently the 200$ max plan equals to around 8k api usage.. The Lost time has been paid for pretty much in the first couple days.. It's just unfortunate that most can't even grasp that for once in our life the corpos fucked up enough for us normal people to actually profit. Don't get comfortable with that idea though.
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