[charles_f]

> 1. Yes. We've forgiven lots and lots of bills over the last 9 years and they haven't gone viral

Sequence of events doesn't support this answer:

1. User gets charged 100k

2. User complains to support

3. User receives discount to 20k, then 5k. Support states policy is normally 20k

4. User discloses to the world. Goes viral.

5. Invoice is forgiven

While you might forgive "lots and lots", fact is that you still presented the invoice to a free tier customer, and when they complained you gave them a discount, but still charge. Only when it went viral did you forgive it.

[sanitycheck]

Quite... It does seem that either the story we're getting isn't completely accurate or the support people who handled this need a little reminder of what's supposed to happen.

I'm a paranoid person by nature so "It's free... just... give us your card details" is always suspicious.

[krab]

The issue is that you don't have to give the credit card details in this case. That charge wouldn't probably have gone through anyway.

[ponector]

They had forgiven lots and lots of bills, but forced to pay lots and lots more people.