Opaque credit pricing, predatory upgrade tactics, and now competing with their own customers
As an enterprise customer, my experience has been frustrating and has eroded my trust in this company. They constantly push you to upgrade tiers, but you're given no clear visibility into your credit usage to justify why. In my case, usage sat around 90% with overage charges, and after upgrading to the next tier it dropped to about 30%, nowhere near capacity. Worse, if you downgrade, you lose your remaining credits entirely. It feels like a pricing structure designed to trap customers rather than serve them. On top of that, ElevenLabs is now building products that compete directly with its own customers. As someone with a product built on their platform, and all of my call data sitting with them, it's deeply uncomfortable to watch them move into my market while collecting my money. Support has also been underwhelming for an enterprise relationship. We are actively looking for ways to migrate off the platform. I'd caution any business considering building on ElevenLabs to think hard about the pricing opacity and the risk of your platform provider becoming your competitor.