Hi, and thank you for laying this out in detail. You're right to be frustrated, and I want to own this rather than explain it away.

Two things clearly went wrong. First, the credit charge itself: Cleanlist is pay-per-result, so failed enrichments are supposed to cost zero credits. Taking 1,800 credits for a run that returned no emails and no phones is a direct violation of how the system is meant to work, and your quote-vs-charge gap confirms it was a bug on our end, not expected behavior. Second, the support experience: two weeks, no continuity, shifting agents, and a 500-credit partial that didn't match what was wrongly deducted. That's not the standard we want to hold, and I'm sorry.

Here's what I'd like to do:
1. Fully refund the incorrectly deducted credits (the full ~1,800, net of the 500 already applied), not a partial gesture.
2. Root-cause the tier-limit issue that caused the overcharge so it can't recur, and confirm back to you in writing what we found.
3. Give you a single named point of contact so you're not re-explaining this to a new agent each time.

If you can reply with your account email and the list/run in question, I'll get the correction processed and follow up personally with the root cause. I'd genuinely like the chance to make this right.