Issue with Free Plan Compute Limits – Refund Request
Dear Neon Team,
I am writing to formally raise a serious concern regarding recent events with my Neon account, which affected my web application serving over 1,500 monthly users.
I operate a non-profit application and have been using Neon’s free plan. The monthly 190-hour compute limit has always sufficed, with usage typically around 150 hours. On August 23, the usual near-limit alert email arrived but without usage numbers, and the dashboard displayed 0 hours. No notice of pricing changes was communicated.
On August 24, I received a limit-reached notification. The dashboard still showed 0 hours, and all database connections were terminated. Only later did I discover a blog post announcing a pricing change. Attempting to migrate my database, I was blocked from exporting data due to the limit, forcing me to subscribe to a paid plan.
Neon’s handling raises serious concerns: lack of communication, missing usage info in alerts, incorrect dashboard metrics, a threshold reached in under 24 hours, and blocked data export effectively coerced payment.
I formally request:
- A full refund of the forced charges.
- Explanation of Neon’s view of these events.
- Clarification if other users were similarly affected.
Given the severe impact on my project and users, I expect a clear, accountable response.
I am writing to formally raise a serious concern regarding recent events with my Neon account, which affected my web application serving over 1,500 monthly users.
I operate a non-profit application and have been using Neon’s free plan. The monthly 190-hour compute limit has always sufficed, with usage typically around 150 hours. On August 23, the usual near-limit alert email arrived but without usage numbers, and the dashboard displayed 0 hours. No notice of pricing changes was communicated.
On August 24, I received a limit-reached notification. The dashboard still showed 0 hours, and all database connections were terminated. Only later did I discover a blog post announcing a pricing change. Attempting to migrate my database, I was blocked from exporting data due to the limit, forcing me to subscribe to a paid plan.
Neon’s handling raises serious concerns: lack of communication, missing usage info in alerts, incorrect dashboard metrics, a threshold reached in under 24 hours, and blocked data export effectively coerced payment.
I formally request:
- A full refund of the forced charges.
- Explanation of Neon’s view of these events.
- Clarification if other users were similarly affected.
Given the severe impact on my project and users, I expect a clear, accountable response.
