[BUG] Billing: Account credit from Pro→Max upgrade disappeared mid-consumption — support unresponsive for 3+ weeks (EU customer)

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?

What's Wrong?

Filing here because Fin (Help Center support) was unable to resolve this, and two separate support inquiries submitted on 11 April 2026 have received no response, no acknowledgement, and no ticket number after 3+ weeks. This follows the same pattern as #23674, #45662, #44163, and #24235 — billing issues that the standard support channel does not resolve.

Timeline

• 4 March 2025: Purchased annual Claude Pro subscription, paid upfront for the full year.
• ~mid-March 2025 (within 1–2 weeks of Pro purchase): Upgraded to Claude Max. An account credit was issued for the unused portion of the prepaid Pro year.
• During the first Max billing period: Credit was clearly visible in the Billing area. The monthly Max charge was being deducted from the credit balance as expected. The mechanism worked correctly.
• At a later point: The credit disappeared from the Billing area before being fully consumed by the monthly Max deductions. The remaining balance simply vanished.
• After the Max period ended: Attempted to apply the (now-missing) remaining credit toward another Max month — no credit available.
• Multiple subsequent attempts to start a new Max subscription via the browser were repeatedly cancelled on Anthropic's side without explanation.
• 10 April 2026: Subscribed to Pro via Google Play on a separate account as a workaround.
• 11 April 2026: Upgraded that Google Play subscription from Pro to Max.
• 11 April 2026: Submitted support request via Help Center (Fin); told a representative would contact me by email.
• Shortly after 11 April 2026: Submitted the same issue through the dedicated European user support channel.
• 5 May 2026 (today): No response, no ticket number, no acknowledgement on either channel. Original credit still missing.

Expected Behavior

1. Account credit visible in the Billing area during the first Max billing period should remain available until fully consumed by Max monthly deductions — or, alternatively, the unused portion should be refunded to the original payment method.
2. Browser-based subscription attempts should not be silently cancelled without explanation.
3. Support inquiries submitted through documented channels should receive at minimum a ticket reference and acknowledgement within a reasonable timeframe.

Actual Behavior

1. Credit disappeared mid-consumption from the Billing area.
2. Browser-based Max subscription attempts repeatedly fail to complete (cancelled on Anthropic's side, no reason given).
3. Two support inquiries unanswered for 3+ weeks.

Related Issues (same bug class)

• #23674 — $50 credits disappeared after Pro subscription renewal (support promised restoration, not delivered)
• #45662 — $200 extra usage credit voided after using official refund link
• #44163 — Gift Pro subscription auto-cancelled + broken credit redemption link
• #24235 — Pro subscription and credits revoked, support unresponsive

I have not initiated any chargeback or payment dispute, as Anthropic's own Help Center documentation states that an active dispute prevents the support team from processing a refund. I would prefer to resolve this directly with Anthropic.

Claude Model

N/A (account/billing issue)

Platform

Web (claude.ai)

Operating System

N/A (web)

What Should Happen?

1. Reinstatement of the remaining account credit (the exact remaining amount at the point of disappearance should be visible in Anthropic's internal billing records), OR refund of the equivalent amount to the original payment method.
2. Explanation of why browser-based Max subscription attempts were repeatedly cancelled.
3. A ticket reference for tracking, and confirmation that the two earlier inquiries (Help Center + European channel) were received.

Error Messages/Logs

Steps to Reproduce

not applicable

Claude Model

Not sure / Multiple models

Is this a regression?

I don't know

Last Working Version

_No response_

Claude Code Version

2.1.119

Platform

Anthropic API

Operating System

macOS

Terminal/Shell

Terminal.app (macOS)

Additional Information

_No response_