我等待Anthropic支持回复已经超过一个月了。

我等待Anthropic支持回复已经超过一个月了。
I've been waiting over a month for Anthropic to respond to my billing issue

原始链接: https://nickvecchioni.github.io/thoughts/2026/04/08/anthropic-support-doesnt-exist/

三月初，作者的Anthropic Claude Max账户出现180美元的无法解释的“额外使用”费用，尽管他们当时并未在电脑前，且实际使用量极少（不足7KB）。这个问题并非个例，其他用户也在GitHub和Reddit等平台报告了类似的错误收费和不准确的使用量数据。作者于3月7日联系了Anthropic支持团队，但仅收到AI代理“Fin”的自动回复，引导他们进入不适用于额外使用费用的退款流程。尽管多次跟进邮件，但作者要求与人工客服沟通的要求已超过一个月未得到回应。作者强调，一家人工智能公司仅提供人工智能支持，这具有讽刺意味，这给解决合法的账单问题制造了令人沮丧的障碍，并且缺乏问责制。他们并不反对人工智能辅助，但主张在需要时能够方便地获得人工支持。

## Anthropic 客服问题凸显人工智能客户服务方面的担忧一则 Hacker News 讨论显示，人们普遍对 Anthropic 的客户支持感到沮丧。“nickvec” 用户等待了一个多月才收到回复，与其他用户在管理团队项目访问权限等问题上的经历相呼应。一些评论员指出，信任 Anthropic 的人工智能来*编写*软件，却不信任它来处理基本支持，这具有讽刺意味。还有人指出，随着规模扩大（例如谷歌），越来越多的公司依赖精简的人工支持团队和不足的人工智能聊天机器人，这是一种更广泛的趋势。对话表明，回复时间一直很慢——可能大约一个月——而且缺乏透明度。有些人建议使用信用卡退款，但担心被禁止使用该服务而望而却步。此外，有人指出 Anthropic 的“Fin”人工智能支持实际上可能是 Intercom 品牌的客服，这引发了人们对 Anthropic 在支持方面使用人工智能的质疑。讨论的结论是呼吁制定法规，强制要求更好的客户支持系统。

原文

In early March, I noticed approximately $180 in unexpected charges to my Anthropic account. I’m a Claude Max subscriber, and between March 3-5, I received 16 separate “Extra Usage” invoices ranging from $10-$13 each, all in quick succession of one another. However, I wasn’t using Claude. I was away from my laptop entirely and was out sailing with my parents back home in San Diego.

When I checked my usage dashboard, it showed my session at 100% despite no activity. My Claude Code session history showed two tiny sessions from March 5 totaling under 7KB (no sessions on March 3 or March 4.) Nothing that would explain $180 in Extra Usage charges.

This isn’t just me. Other Max plan users have reported the same issue. There are numerous GitHub issues about it (e.g. claude-code#29289 and claude-code#24727), and posts on r/ClaudeCode describing the exact same behavior: usage meters showing incorrect values and Extra Usage charges piling up erroneously.

The support experience

On March 7, I sent a detailed email to Anthropic support laying out the situation with all the evidence above. Within two minutes, I received a response… from “Fin AI Agent, Anthropic’s AI Agent.” The AI agent told me to go through an in-app refund request flow. Sadly, this refund pipeline is only applicable for subscriptions, and not for Extra Usage charges. I also wanted to confirm with a human on exactly what went wrong rather than just getting a refund and calling it a day.

So, naturally, I replied asking to speak to a human. The response:

Thank you for reaching out to Anthropic Support. We’ve received your request for assistance.

While we review your request, you can visit our Help Center and API documentation for self-service troubleshooting. A member of our team will be with you as soon as we can.

That was March 7. I followed up on March 17. No response. I followed up again on March 25. No response. I followed up again today, April 8, over a month later. Still nothing.

The irony

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, and there is seemingly no human behind it. I don’t have a problem with AI-assisted support, though I do have a problem with AI-only support that serves as a wall between customers and anyone who can actually resolve their issue.