[BUG] [CRITICAL BILLING ISSUE] Max Plan x20 ($200/mo) Downgraded to Free Early - Support Bot Blocking Help

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?

Describe the bug / issue:
I am a subscriber to the Max Plan x20 ($200/month). My current billing cycle does not end until the 10th of this month. However, today my account was suddenly and without warning downgraded to the Free Plan.

Why I am posting this here:
I have tried reaching out through the official support channel (support.claude.com), but I am entirely blocked by the "Fin AI Agent". The bot refuses to escalate the issue to a human and simply states the team is "not available," leaving me with a severely downgraded account despite paying a premium tier fee.

This is a critical disruption to my workflow. I need an actual human from the Anthropic team to look into my account and restore my Max Plan access until the correct expiration date.

Account Details:

Account Email: binb53339@gmail.com

Conversation ID from Fin Bot: 215473395979325

Please route this to the billing/support team immediately. Thank you.

What Should Happen?

My account should remain on the Max Plan x20 until the official end of the billing cycle (the 10th). Additionally, premium users paying $200/month should have a direct escalation path to human support for critical billing failures, rather than being hard-blocked by an AI bot.

Error Messages/Logs

Support Bot (Fin AI) Conversation ID: 215473395979325
Bot Response: "I apologize that our team is not currently available to help you." (Bot completely refuses to escalate or confirm an email ticket creation for human review).

Steps to Reproduce

Have an active Max Plan x20 ($200/month) subscription.

Experience an unexpected system downgrade to the Free plan before the billing cycle ends.

Go to support.claude.com to resolve the critical billing error.

Attempt to request human escalation from the Fin AI Agent.

Be completely blocked by the bot stating the team is unavailable, with no clear offline ticket created.

Claude Model

None

Is this a regression?

Yes, this worked in a previous version

Last Working Version

_No response_

Claude Code Version

N/A - Critical Billing Issue

Platform

Anthropic API

Operating System

Other Linux

Terminal/Shell

Other

Additional Information

_No response_