Hey folks - George here, I head up the support team and I wanted to jump in to address this. We take pricing changes extremely seriously, and with that we work extremely hard to conduct experiments and speak with customers prior to making any decisions.
This recent credit change was one of those experiments and was never supposed to apply to existing customers. Anyone that was affected should have gotten any lost credits refunded by now.
With any pricing change, we always work to be as transparent and proactive as possible. We missed the mark here as we intended this to only impact new customers and we apologize for any inconvenience this might have caused.
For now, we've shut down the experiment but please don't hesitate to reach out if you have any questions at all. Your feedback is always appreciated.
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