[Billing] Max 5x refund confirmed by support but never issued - Fin AI confirms the error (~EUR 87) but cannot escalate to a human

Preflight Checklist

• [x] I have searched existing issues and this hasn't been reported yet
• [x] This is a single bug report (please file separate reports for different bugs)
• [x] I am using the latest version of Claude Code

What's Wrong?

Note: this is a claude.ai billing issue, not a Claude Code bug. I'm filing here because the Fin AI Agent has confirmed the error in writing several times, but states that escalation to a human billing agent is not available.

Support Conversation ID: 215476390053860 (October 14, 2026)
Plan: Max 5x (individual), currently active

1. Oct 13, 2026: paid EUR 108.90 for Max 5x.
2. Oct 14, 2026: Fin confirmed the subscription was eligible for a refund and that unused days would return as account credit, applied automatically when I resubscribe. Based on that, the subscription was cancelled after one day of use.
3. Oct 14, 2026: resubscribed to Max 5x and was charged the full EUR 108.90. The invoice shows no "Applied balance" line.
4. Oct 15, 2026: refund request rejected as "already refunded". The only refunds on the account are VAT corrections (EUR 18.90 per invoice, EU VAT ID), unrelated to the subscription.
5. Over several emails on Oct 15, Fin confirmed in writing that the credit for the unused days (approximately EUR 87) was not applied as it should have been, but that it cannot process refunds, apply credits or escalate to a human.

What Should Happen?

Credit of ~EUR 87 for the unused days of the cancelled Oct 13 subscription, as confirmed by support, either as a refund to the original payment method or as credit on the next renewal. The current active subscription should not be cancelled.

Error Messages/Logs

Fin AI Agent, Oct 15, 2026: "Since your October 14 invoice shows no "Applied balance" line and you were charged the full €108.90, this confirms the credit for the unused days (approximately €87) was not applied as it should have been."

Steps to Reproduce

1. Cancel a Max 5x subscription through support after being told it is eligible for a refund with unused days returned as account credit.
2. Resubscribe to Max 5x.
3. The new invoice is charged in full, with no "Applied balance" line.
4. Contact support: Fin confirms the error but cannot process it or escalate to a human.

Claude Model

None

Is this a regression?

Yes, this worked in a previous version

Last Working Version

_No response_

Claude Code Version

2.1.300

Platform

Anthropic API

Operating System

macOS

Terminal/Shell

Terminal.app (macOS)

Additional Information

I can provide the full support transcript and email thread privately to Anthropic staff. Please have someone from the billing team review Conversation ID 215476390053860.