Account suspended without explanation — no response from human support in 15 days, unused API balance not refunded

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?

My Claude.ai and Anthropic API accounts (brazovskiy.d@gmail.com) were suspended on April 20, 2026 without any explanation.

Timeline:

• April 20, 2026: Both accounts suspended
• April 21, 2026: Appeal form submitted via official Safeguards page
• April 21, 2026: Email sent to usersafety@anthropic.com
• April 21, 2026: Email sent to support@anthropic.com requesting API balance refund
• May 6, 2026 (today): Follow-up email sent to support@anthropic.com
• 15 days total — zero response from a human agent

What I believe triggered the suspension:
I was regularly switching between my individual Claude account and a Team account (both on the same email) multiple times per day for legitimate professional work. This may have triggered an automated flag.

Issues:

1. No explanation provided for the suspension
2. No response from a human support agent in 15 days (only Fin AI bot auto-replies)
3. Unused prepaid API balance was not refunded
4. Appeal form submitted 15 days ago with no outcome

Fin AI conversation ID: 215474001025866

I am a paying customer who used Claude for legitimate professional purposes. I respectfully request that a human agent review my case.

This issue is similar to #9950 and #5088 reported previously.

What Should Happen?

1. A human support agent should review the suspension and provide an explanation within a reasonable time frame.
2. If the suspension was made in error, the account should be reinstated.
3. The unused prepaid API balance should be refunded.
4. The support system should not rely solely on an AI bot (Fin) to handle account suspension cases.

Error Messages/Logs

Steps to Reproduce

1. Have a paid Claude.ai account and a Team account linked to the same email.
2. Switch between the individual and Team accounts multiple times per day for legitimate work.
3. Account gets suspended with no explanation — no email warning, no reason given.
4. Submit appeal form and contact support via email.
5. Receive only automated Fin AI bot responses for 15+ days. No human agent responds.

Claude Model

None

Is this a regression?

Yes, this worked in a previous version

Last Working Version

_No response_

Claude Code Version

N/A (account suspension issue, not a Claude Code CLI bug)

Platform

Anthropic API

Operating System

macOS

Terminal/Shell

Terminal.app (macOS)

Additional Information

_No response_