Did You Update Your Anthropic Account's Payment Card? Don't Be Sure

A user reported that their old company card continued to be billed for 3 months (May–July) after switching to a personal card on their Anthropic account. The total billed amount was £720.53, which the user reimbursed to their former employer before raising the issue with Anthropic.

Limitations of AI Support

Anthropic's AI support agent initially suggested that the user might have changed the card after the billing cycle and guided them to check their settings. However, when the user explained that they had already switched to a personal card in April, the agent acknowledged that "this shouldn't happen" but stated that it lacked access to transaction history and needed to escalate to a human representative.

Lack of Automatic Escalation

The issue was that the AI agent recognized the need for a human representative but did not automatically escalate the case. The user had to explicitly ask the AI to "connect me with a human representative," suggesting that the AI support system fails to function as an effective resolution path in situations involving complex billing errors or data access requirements.