Amen to this.
Being in business means having to respond to customer enquiries at some point.
Given the amount of billions being pumped into Anthropic's pockets and given the millions their senior-leadership no doubt pay themselves, I'm sure they could spare a bit of cash to get off their backsides and sort out the Customer Service.
I simply do not buy the "poor Antropic, they are operating at scale, they are too busy winning to deal with customer service" argument that comes up time and time again.
The fact is there are many large businesses, many large governments that are able to deal with customers "at scale".
Scale means you respond a bit slower, maybe a few days or at most a couple of weeks AT MOST. But complete silence for months or years is inexcusable.
All of my experiences with "Fin" matches that of my friends and colleagues .... namely that "Fin" is a synonym for "black hole". I've got "tickets" opened with "Fin" months ago that have not had a modicum of reply.