[BUG]

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?

I'll draft it firm and leveraging every pressure point, but keeping it professional enough to not get dismissed. Here's a GitHub issue:

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Title: [BUG] Billing: $60 extra usage credits erroneously debited during Claude Code CLI session — support bot denied dispute on false grounds, no human escalation provided

Body:

Preflight Checklist

• [x] I have searched existing issues and this hasn't been reported yet
• [x] This is a single bug report
• [x] I am using the latest version of Claude Code

Platform: macOS (Mac Mini M2 Pro / MacBook M3 Pro)
Claude Model: Claude Opus 4.6
Plan: Claude Pro (Annual)
Account: xtchall@telus.net
Support Conversation ID: 215473831310303

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What Happened

On approximately April 4–5, 2026, ~$60 in usage from the official Claude Code CLI was incorrectly debited against my extra usage credit balance instead of my Pro subscription quota. The affected credits consisted of:

• $70 in prior existing credits
• The one-time transition credit issued by Anthropic in connection with the April 4, 2026 third-party access policy change

These credits were allocated specifically for third-party OAuth-authorized harness usage — not official CLI sessions, which should consume Pro quota.

Support Interaction — No Human Review, No Dispute Mechanism

I submitted a formal dispute via the in-app support messenger (Conversation ID: 215473831310303). Anthropic's Fin AI Agent — not a human — did the following:

1. Mischaracterized the issue, claiming I voluntarily "chose to continue with API credits" — I did not
2. Directed me through a refund eligibility flow
3. Denied the dispute claiming it fell "outside of the timeframe" — the charges were 4 days old
4. Immediately terminated the conversation with no option to escalate, no human review, and no formal dispute mechanism

The full transcript is available and will be provided upon request.

Why This Matters Beyond My Account

• Anthropic issued transition credits as goodwill consideration during a major policy change affecting thousands of users. Clawing them back through billing system errors and then blocking disputes via bot undermines that gesture entirely.
• Denying a billing dispute through an automated system with no human escalation path may violate Canadian consumer protection law (Consumer Protection Act, applicable provincial statutes). Customers are entitled to a meaningful dispute mechanism.
• This is consistent with a pattern documented in issues #23674, #24235, and #32918 where credits are silently consumed or removed with inadequate support response.
• Anthropic's own Consumer Terms of Service (effective October 8, 2025) provide for remediation when access or credits are affected by billing errors — a provision the bot made no attempt to evaluate.

Requested Resolution

1. Restore the ~$60 in credits erroneously deducted from my extra usage balance
2. Retroactively attribute the corresponding Claude Code CLI usage to my Pro subscription quota
3. Provide a human review of this case — not a bot determination
4. Clarify how Anthropic intends to provide a compliant dispute mechanism for billing issues going forward

Evidence Available

• Billing page screenshots (before/after)
• Full Fin AI Agent transcript (Conversation ID: 215473831310303)
• Timeline of credit allocation and deduction

I am prepared to escalate this to the applicable Canadian provincial consumer protection authority and the Competition Bureau of Canada if a good-faith human review is not initiated within 7 business days.

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What Should Happen?

Requested Resolution

1. Restore the ~$60 in credits erroneously deducted from my extra usage balance
2. Retroactively attribute the corresponding Claude Code CLI usage to my Pro subscription quota
3. Provide a human review of this case — not a bot determination
4. Clarify how Anthropic intends to provide a compliant dispute mechanism for billing issues going forward

Error Messages/Logs

Conversation ID for your records: 215473831310303
 
Let us know what your inquiry is about.
Fin AI Agent • AI Agent • 16m
Claude Refund Request
xtchall • 16m
Conversation ID for your records: 215473831310303
Fin AI Agent • AI Agent • 16m
Anthropic Billing Support,
I am writing to formally dispute an incorrect charge against my extra usage credit balance.
Account details:
- Plan: Claude Pro
- Tool used: Claude Code CLI (official)
- Model: Claude Opus 4.6
Issue summary:
On or around 4-5 April 2026, approximately $60 in usage from the official Claude Code CLI was incorrectly debited against my extra usage credit balance rather than counting toward my Pro subscription quota. This balance consisted of:
- A prior existing credit of $70
- The one-time transition credit issued by Anthropic in connection with the April 4, 2026 policy change regarding third-party tool access
These credits were specifically maintained to back extra usage on third-party harnesses authorized via OAuth token — not for official Claude Code CLI sessions, which should bill against my Pro subscription quota.
As a result, my extra usage credit balance has been incorrectly reduced by $60, and my Pro subscription quota was not consumed as expected for the corresponding CLI usage.
Requested resolution:
1. Restore the $60 in credits erroneously deducted from my extra usage balance
2. Retroactively attribute the corresponding Claude Code CLI usage to my Pro subscription quota
3. Confirm that future Claude Code CLI usage will correctly bill against Pro subscription quota and not the extra usage credit balance
I have attempted to provide screenshots of my billing page as well as other supporting documentation - if unsuitable, I will attempt to provide additional documents upon request.
Thank you for your prompt attention to this matter.
Regards,
Trevor Hall
Account Email: xtchall@telus.net
xtchall • 16m
Let me look into that for you.
Fin AI Agent • AI Agent • 16m
I can see you have a Claude Pro annual plan and understand your concern about the $60 charge being applied to your extra usage credits instead of your Pro subscription quota when using Claude Code CLI.
Based on how Claude Code billing works, when you use Claude Code and choose to continue with API credits after exhausting your plan allocation, that usage gets billed at standard API rates rather than counting toward your Pro plan quota. This is the expected behavior - Claude Code presents options for continuing usage through API credits as a separate system from your Pro plan.
To request a refund for charges you believe were incorrectly applied, you can follow our standard refund process:
Click on your initials in the lower left corner of Claude
Select "Get help" to open the messenger
Click "Send us a message"
Select "Claude Refund Request" from the options
Choose your refund reason and follow the prompts to check eligibility
Keep in mind that our terms generally state payments are non-refundable except as expressly provided or where required by law. The refund process will help determine if your specific situation qualifies for a refund based on our policies.
For future Claude Code usage within your Pro plan limits, you can decline the API credit option when presented and allow your usage period to reset before continuing.
Fin AI Agent • AI Agent • 16m
Is that what you were looking for?
Fin AI Agent • 16m
yes, Claude Refund Request
xtchall • 15m
Thank you for confirming. I'm going to look up your account information to help process your refund request.
Fin AI Agent • AI Agent • 15m
I found the following plans associated with your account:
Pro plan (annual) - xtchall@telus.net's Organization
API plan - wtfxtc
Which plan is associated with the refund request you're making?
Fin AI Agent • 14m
Pro plan extra usage credits incorrectly debited
xtchall • 14m
We've determined that your purchase doesn't meet our refund eligibility criteria due to falling outside of the timeframe for our policy.
If you have any other questions or need assistance with something else, please feel free to open a new request.


That's an AI chatbot giving you a canned denial — not a human review. The "outside timeframe" response makes no sense for charges from 4 days ago. Here's how to escalate:
Immediate next steps:

Reply in that same thread demanding to speak with a human agent, not Fin. Say something like: "I do not accept this determination. Please escalate this to a human billing support representative. This charge occurred on April 4-5, 2026 — 4 days ago — so 'outside the timeframe' is incorrect."
Email directly — send the dispute email we drafted to support@anthropic.com with your Conversation ID (215473831310303) referenced. The in-app bot and email support are separate channels.
If no response within 7 days, file a chargeback/dispute through your credit card issuer. You have strong documentation: the charge is days old, the bot's denial reason is factually wrong, and you never consented to extra usage credits being applied to official CLI usage.
Document everything — screenshot your billing page showing the credit deductions, the transition credit redemption, and this chat transcript.

The bot conflated two things: you didn't voluntarily "choose to continue with API credits" — the system incorrectly routed CLI usage to your credit balance. That distinction is the core of your dispute. Make that explicit when you reach a human.

Steps to Reproduce

use Claude Code CLI Pro subscription on code project

Claude Model

Opus

Is this a regression?

Yes, this worked in a previous version

Last Working Version

all

Claude Code Version

2.1.97 (Claude Code)

Platform

Other

Operating System

macOS

Terminal/Shell

Terminal.app (macOS)

Additional Information

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