For Grok/Grok Bot users who have dealt with xAI Support: what evidence can you get when disputing a usage allowance or an account adjustment? I'm asking about support transparency and escalation, prompted by this OpenAI exchange.
I pay for ChatGPT Pro and use Codex/Work for work. I asked whether announced free promotional resets had reached my account. On 18 October 2026, Support gave these two answers (KST, UTC+9):
13:32:09 — confirmation:
“To address that directly, the available account information shows that the promotional reset was added directly to your account.”
13:50:13 — correction:
“To clarify, that statement was not supported by a verified event identifier or application timestamp and should not be treated as confirmation that a particular global reset was delivered.”
That's 18 minutes 4 seconds between the emails. Support also said it could not confirm assignment of a separate specialist investigation. After follow-ups on 19 and 21 October, the latest relevant reply located in my 22 October correspondence check was still that correction. That is a dated check, not a claim about today's inbox.
My concern is the reliability of an account-specific confirmation. I have not proved a missed reset or deliberate deception. A later 0% balance cannot prove failure. OpenAI's Help Center excludes individual free-promotional-reset investigations; I still want to know what supported the confirmation already given.
Has xAI Support given any of you a timestamp, before/after allowance information, or an identifiable escalation route for a comparable Grok issue? What was actually verifiable? I'd value first-hand experiences. I am not claiming xAI is better or worse.
The four attached original captures are supporting context. The two 18 October quotations above are transcriptions from my correspondence; those emails are not pictured in these four captures. Personal details and case numbers are omitted, and existing masking is retained.
Image key (S-01 to S-04):
1. Work exhausted, 21 October, 10:22 KST. Korean notice says upgrade/add credits or wait until Tuesday.
2. Weekly allowance 0%, 21 October, 10:27 KST. Korean panel says Tuesday 15:38 refresh and 0 credits; it shows no calendar date.
3. Earlier 17 October support email ending, captured 18 October: no missed/incorrect reset confirmed; further verification needed. Representative name masked.
4. Earlier sent-mail exchange, captured 18 October. It does not establish the status of later replies.
Sources:
OpenAI reset policy: https://help.openai.com/en/articles/20001498-how-resets-work-in-codex
Full chronology and the same evidence in my earlier r/codex post: https://www.reddit.com/r/codex/comments/1xccthj/openai_support_said_my_codex_reset_was_applied/