You did not have over $2,000 taken from your card, and you are not the one who has been trapped in this hi@cursor and billing@cursor loop.
I have direct emails from Sam AI, Billing Jessica, and now from you. Within about 3 days of moving to the annual plan, I asked to be switched back to the monthly $200 per month billing because of an unexpected emergency. I was not asking for free service. I was asking for a fair return to monthly billing.
What followed was not real resolution. It was an endless loop of automated or heavily templated responses, no phone support, no meaningful human review, and no workable path forward.
So yes, from the customer side, it feels like the same model used by insurance companies: delay, deny, and hope the person gives up.
That is not a rant but direct facts from email responses. That is my direct experience based on the actual emails and the actual timeline.
The solution is “human discussion” and if you have one, then PLEASE HELP ME FIND IT
Right, I was charged for four months of subscription (with zero usage) due to a payment issue, but all their support emails are from bots. There was even someone claiming to be a “[Billing Support Executive]” who cited a non-existent clause in the Terms of Service to tell me they simply couldn’t issue a refund. And on their forum, there are bot moderators too — any discussion about money gets your Topic hidden right away.
My message - if it does not get removed - is to share my experience to other users so they know what to expect.
In this forum , messages come and go, there was a message in this thread with a screenshot showing your reply was 100% AI. Perhaps it was removed because refund related?
Regarding my message removed, I wanted model to be available. Anthropic had banned Hong Kong for months and editors Cursor, VS Code continue to serve models. Service suddenly changed mid month with a timeline unrelated to Anthropic Hong Kong ban announcement. No one gave me notice. I asked for help in a “Model not available” thread, your colleague just gave AI reply and locked the thread so I could not follow up. If a user cannot suddenly access models without any platform notice, it is a technical issue, which if unanswered converts to refund request.
Thanks everyone for sharing your experiences in this thread. A few recurring themes have come up – support response quality, billing communication, and regional model access – and that feedback is genuinely useful to us.
That said, this thread has become a catch-all for very different issues, which makes it hard to properly investigate or help anyone. A billing dispute over $2,000 needs different handling than a regional model availability question, and neither can be resolved in a thread about general support feedback.
If you have a specific issue that needs resolution, here’s the most productive path:
Billing or refund issues: Email [email protected] and reply to your existing thread if you already have one. Billing can’t be handled on the forum – the team here doesn’t have access to billing systems.
Technical bugs or model access problems: Create a new thread in Bug Reports with your Cursor version, OS, and steps to reproduce. A dedicated thread means your issue gets tracked properly instead of buried in a 38-post discussion.
General feedback on support quality: We hear it. The concerns about response quality and communication are being discussed internally.
I’m going to close this thread so individual issues can get the focused attention they deserve in their own threads. This isn’t about shutting down the conversation – it’s about making sure each person’s problem actually gets worked on.