Anthropic support fails to escalate, user faces billing anomaly
Major-Yellow-3016 · reddit · 2026-08-16
A Claude Max subscriber paying $200/month reports a critical failure in Anthropic's support escalation process. Despite the AI support agent Fin agreeing that a human review was needed, no escalation occurred, and conversations were closed. The technical issue involves Claude Code: despite explicitly invoking Haiku in CLI while the global config was set to Opus, the user's Max quota was depleted in 24 hours. The user suspects incorrect backend accounting for model usage and has filed a formal complaint.
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