They did credit it back to him. There's a comment in the linked issue.
Also what's with @sasha-id talking to himself? Looks weird as all get out.
Anthropic apparently won't take responsibility for issues their own systems handling billing cause. You think they'll take responsibility in your system when a bug in their models can be demonstrated as the cause?
I think with every org, especially the big ones, trying to dodge responsibility (setting the intent of "customer support" to be annoying them enough for them to buzz off), the only recourse people have is to give them enough bad press where they wake up and do the refund, it's less than a rounding error for them.
I think Anthropic is hardly unique in that position and being able to chat with a human with any sort of power to actually make things right is becoming more and more rare. If any human eyes saw that, the correct thing to do would probably be passing the message up the chain like "Hey, this will have really bad optics if we don't do the right thing. Can you take like 5 minutes and hit the refund button while I draft up a nice message about it?"
I really wish it carried any weight. It just doesn't. If someone at the organization just says "never admit fault, always attack", it's very likely they'll get away with it.
Flag on the play: AI doesn’t replace responsibility for your commits.
It doesn’t matter what promises a service makes, what you say is valid code is still on you.
Act accordingly.
I know this is a rather hackneyed example, but if a customer service agent model were to call a customer a racial slur, that's not the software surrounding the agent, it's the agent's model.