Comment by thisisit
8 days ago
My last experience with Claude support was a fun merry go round.
I had used a Visa card to buy monthly Pro subscription. One day I ran out of credits so I go to buy extra credit. But my card is declined. I recheck my card limit and try again. Still declined.
To test the card I try extending the Pro subscription. It works. That's when I notice that my card has a security feature called "Secure by Visa". To complete transaction I need to submit OTP on a Visa page. I am redirected to this page while buying Pro subscription but not when trying to buy extra usage.
I open a ticket and mention all the details to Claude support. Even though I give them the full run down of the issue, they say "We have no way of knowing why your card was declined. You have to check with your bank".
Later I get hold of a Mastercard with similar OTP protection. It is called Mastercard Securecode. The OTP triggers on both subscription and extra usage page.
I share this finding with support as well. But the response is same - "We checked with our engineering team and we have no way of knowing why the other Visa card was declined. You have to check with your bank".
I just gave up trying to buy extra usage. So, I am not really surprised if they keep making the product worse.
I guarantee you talked to a chat bot. There are no human support agents anywhere anymore.
I did talk to human support after going through multiple rounds of "check with your bank" with the chatbot. The response was slow, taking over 24hrs between each response.
Its true. They have no idea why your bank was declining the charge, only that it was declined.