Unable to refund $1,200 in AI Gateway Credits — automated refund blocked, 2–3 week support wait - Help

Unable to refund $1,200 in AI Gateway Credits — automated refund blocked, 2–3 week support wait

Hi Vercel Team,

I'm hoping someone from the Vercel team can help escalate an urgent billing issue.

On November 3, 2026, I purchased $1,200 in AI Gateway Credits for academic research evaluations.

Unfortunately, I immediately encountered persistent HTTP 429 errors across multiple models, including Claude Opus 5.5 and Kimi. Vercel's AI Support confirmed that some Claude requests were being rejected by AI Gateway's own automated safeguards before reaching the upstream provider.

Given these reliability issues, I decided to request a refund.

However, the refund process is now completely blocked.

The AI Support agent confirmed that my purchased credits and applicable taxes could be refunded, but when I attempted to submit the refund request, I received:

This refund request cannot be processed because the automatic refund limit has been reached. Support cannot override this limit.

I then took the following steps:

Opened an official Billing Support Case: CSE_0110bZZWPL5XNZk3
Submitted an additional request for urgent escalation within the case.
Emailed billing@vercel.com explaining the situation.

However, the case confirmation states that the current response time is approximately 2–3 weeks, even for billing issues.

This is extremely frustrating. I purchased a substantial amount of credits in good faith, encountered platform-level access restrictions, and now cannot even complete the refund through the automated system.

To be clear:

I am requesting a refund of the $1,200 credit purchase and applicable GST.
I understand and accept that the $35.10 payment processing fee is non-refundable.
I am not requesting additional credits or a Pro subscription upgrade.
I simply need help getting my existing refund case reviewed by a human billing representative.

Could a Vercel staff member please help escalate my existing case or direct it to someone who can review the blocked refund request?

I understand that support teams may be busy, but waiting several weeks for an initial response to a refund request submitted on the day of purchase seems unreasonable, especially when the automated refund system is preventing me from proceeding.

I'd really appreciate any assistance.

Thank you.