[BUG] Max 5x plan incorrectly downgraded to Free after Max 20x refund (Fable 5 government removal, June 13 2026)

Found 2 possible duplicate issues:

1. https://github.com/anthropics/claude-code/issues/61339
2. https://github.com/anthropics/claude-code/issues/64557

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Hit this too. Here's how the agent responded when I attempted to settle:

Fin AI Agent:
Thank you for reaching out about a refund. I'm going to look up your account information to help process your request.

Ashton:
On May 28, 2026 I renewed my 5x Max plan (£90). On Jun 10, 2026 I upgraded from Claude 5x to 20x (£127, approximately) and then (via the Fable 5 email), ordered a refund on Jun 13 when the Fable 5 model became unavailable. This refund should have cancelled the upgrade ONLY, but cancelled BOTH the plans (the purchase on May 28 and Jun 10). I have since re-purchased the 5x plan to restore my access, but the balance is not settled. I still had 18 days of access left on my May 28 plan, and this balance should be credited somehow.

Fin AI Agent:
Thank you for providing those details. I understand this is a complex billing situation involving the May 28 and June 10 charges, and the refund that affected both plans when it should have only cancelled the upgrade.
I can only process refunds for whole subscriptions, so I'm going to escalate this to a human team member who can review the billing history and help settle the balance for the 18 days of access remaining on your May 28 plan.
You can close this window, and we'll notify you by email when we respond.

Same underlying entitlement rollback issue here. Adding my data point in the format that seems useful for billing/support triage.

Timeline and billing state

| Date | Event | Amount / status |
|---|---|---|
| Jun 11, 2026 | Paid for 5x Max tier | $100 charged. Billing UI currently labels this invoice as "Partially Refunded", but I did not receive any actual refund from this $100 payment. |
| Jun 12, 2026 | Upgraded from 5x Max to 20x Max specifically for Claude Fable 5 access | Additional $102.04 charged |
| After Claude Fable 5 became unavailable | Requested refund for the 20x Max upgrade | Only the $102.04 upgrade charge was refunded |
| Current state | Account plan shown in Claude billing settings | Free plan |

Expected behavior

Refunding only the 20x upgrade charge should roll the account back to the already-paid 5x Max tier for the remaining billing period. The original $100 5x Max payment was not refunded and should still represent an active entitlement.

Actual behavior

The account was downgraded all the way to Free even though only the $102.04 20x upgrade charge was refunded. The original $100 5x Max payment was not returned, and access was not restored to 5x Max.

What I am requesting

1. Restore the remaining paid 5x Max entitlement from the Jun 11, 2026 $100 payment, or provide the appropriate refund/credit if restoration is not possible.
2. 2. Correct or explain the Jun 11 invoice status, because the UI says "Partially Refunded" even though I did not receive any refund from that $100 payment.
3. 3. Escalate this to a human billing/support reviewer. I can provide account email, invoice links, and receipts privately to Anthropic support, but I am not posting those private details publicly on GitHub.

This appears to be the same pattern as the issue described here: the refund should cancel only the 20x upgrade delta, not remove the underlying paid 5x Max entitlement.

Same defect, same week: Max 5x renewed June 10 ($108.88) → upgraded to 20x June 11 ($112.62 prorated, with a $96.56 unused-5x credit applied) → accepted the Fable refund → entire subscription cancelled to Free instead of reverting to 5x → support instructed resubscribe → charged $108.88 again June 13. The $96.56 trade-in credit was never returned as money or service. Support acknowledged the figure in writing, then declined as "final decision." The July 1 restoration included no remediation for accounts hit by this flow.

+1, same defect here — accepted a Max 20x refund and my account was wiped straight to Free instead of reverting to Max 5x, no resubscribe option available, and I've been stuck in the support bot loop with no real fix for over a day now despite this clearly being a known, repeating pattern across this whole thread. Would really appreciate someone from Anthropic actually addressing the root cause here instead of one-off manual patches per user.

Hi, I bought my 5x max plan today and upgraded to max 20x when I ran out of hourly usage, at that point my fable 5 weekly usage was a little over 20% and my all models weekly usage was a little over the 13% mark, after I upgraded to the 20x plan my weekly fable usage is at 100% and my weekly all models usage is at around 55%, this can't be correct, can I get some help with this

@MichaelDustin Did they ever get this resolved? I'm in the same situation—support hasn't replied since last week. Tried getting a refund to save $100, but instead I've lost days of time and I'm still $100 out of pocket.

In my case, there has been no resolution one month in at this point. Anthropic's human representative told me it was their supervisor's final decision not to issue me a refund (or billing credit, as I had suggested) - and that any further replies I make regarding this topic would go unmonitored.

In most consumer situations this would be grounds for a credit card chargeback, but I am reluctant to do this and risk being locked out of my ongoing work by the same disfunctional policy loop that spawned this discrepancy in the first place.

This is super disappointing to read. This isn't how a company that wants to keep its customers should operate. Really hoping this gets real attention.