Anthropic cancelled the wrong org, kept ~$3,900 of what we paid, and support says the decision is "final"

EDIT — since half of you are stuck on the chargeback:

I waited multiple months before doing a chargeback. It took FOUR months to get a human from Anthropic to reply.

So to the "just go through proper channels" crowd: I did. For months. The channel is an AI agent that loops you back to itself. At some point a chargeback on a clearly-fraudulent duplicate charge isn't the nuclear option — it's the only button that does anything.

ORIGINAL

Posting our experience as a paying Claude business customer (30+ seats) in case it helps anyone weighing a Team/Enterprise plan. We run an annual Claude subscription for our company. Back in the spring we got accidentally double-billed — a duplicate org got created and charged alongside our real one (not a human error, bug on Anthropic's side).

- We did a chargeback on the duplicate. Fine, that got sorted.

- Reacting to that chargeback, Anthropic cancelled the wrong organization — our real, active one, not the duplicate. Killed a subscription we'd paid into all year, with ~315 of 365 days unused.

- We re-purchased the same day so our team wasn't locked out. Didn't want to make a thing of it. We like the product.

- Over the following weeks we'd added seats to that real org as we grew — each seat billed as its own invoice. Total paid into it: ~CA$9,900.

- Anthropic refunded us exactly the first invoice — the base subscription — and stopped there. Every seat we'd added on top, ~CA$4,900 worth, got cancelled too and was never refunded.

- So their "you've been made whole" math only works because they're counting the duplicate's refund twice — once against the duplicate (correct) and again against the real org (not correct). Two different orgs, two different charges. One refund can't settle both.

- I sent them a full breakdown. A spreadsheet with every invoice and live formulas. Offered to accept their number if they'd just run the proration on the seats instead of the base. Multiple times.

- Response: "the decision is final," "escalated internally," no case number after asking three times, and the duplicate org I asked them to cancel back in March is still not cancelled * four months later.

- What it comes down to: they billed us, cancelled the service through their own error, and kept part of the money. I'm not a lawyer, but I'd call that unjust enrichment — paid for something, didn't receive it, can't get it back.

- The frustrating part is this doesn't feel malicious — it feels like support and billing are so overwhelmed that a legitimate error just can't get fixed. Every reply took weeks. Half of them were from the AI agent.

- And the bind we're in: the clean remedy is another chargeback, but we're genuinely worried that disputing again gets our active account flagged or cancelled — and we actually depend on Claude day to day. So we're stuck choosing between the money and the risk.

- Genuinely love the product. That's why this is so disappointing. But if you're a business putting real money on a Claude plan, know that if billing goes wrong, there may be no one who can actually make it right.