[BUG] critical issue with the claude payment system

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?

Currently, after subscribing to Claude Max, the subscription is being unexpectedly canceled after a short period, and the payment is not being refunded. This is a major and concerning problem.

Here is my situation:

April 5: Subscribed using a 5x subscription pass (scheduled to end on May 5)
April 20: Made a direct payment for the 20x plan
(The reason I did this is because I received an official response stating that even if I pay with a subscription pass, the remaining period would be discounted when extending later.)

However, on April 26, my account was suddenly downgraded from Max to the free tier.

When I contacted customer support, I was only told to check my email or renew the subscription. There has been no actual solution provided.

After looking into it, I found that many other users are experiencing the same issue, not just me.

Claude needs to take this issue very seriously, but so far there has been no official statement or acknowledgment.

What Should Happen?

The Max plan should never have been canceled while the subscription was still active.

Error Messages/Logs

I’m unable to request a refund, and since my account now shows as being on the free plan, customer support only keeps giving the same response.

Steps to Reproduce

I’m unable to request a refund, and since my account now shows as being on the free plan, customer support only keeps giving the same response.

Claude Model

None

Is this a regression?

Yes, this worked in a previous version

Last Working Version

_No response_

Claude Code Version

Latest version

Platform

Anthropic API

Operating System

macOS

Terminal/Shell

Terminal.app (macOS)

Additional Information

_No response_