[BUG] [Billing/Account Deletion Bug] Unauthorized Pro→Max upgrade led to permanent account+data deletion; refund stuck in Fin loop (no human escalation possible)

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 Pro account was automatically upgraded to Max without my consent or action. When I cancelled the unwanted Max subscription on June 14, 2026 (~15:15), my entire account was permanently deleted — including a prepaid annual Pro subscription, all conversation history, and all projects.

Timeline:

Apr 9, 2026: Paid €225.00 for annual Claude Pro
Account was automatically upgraded from Pro to Max without consent (date unclear). An attempted ~1,300 SEK charge for Max failed due to insufficient funds.
Jun 14, 2026, ~15:15: Cancelled the unwanted Max subscription → entire account (including prepaid Pro and all data) was permanently deleted
Jun 14, 2026, 15:27: Received automated email confirming Max cancellation
Same day: Contacted Help Center (Fin), confirmed account deletion is permanent, suggested refund eligible for unused Pro time
Same day: Contacted [privacy@anthropic.com](mailto:privacy@anthropic.com) — also handled by Fin, which confirms the case qualifies for "manual processing of partial refunds" but states it cannot create a ticket, escalate to a human, or locate the payment record (error: "no_payment_found" because the account is deleted)

Current status:

No human response after multiple attempts across two channels (Help Center chat + [privacy@anthropic.com](mailto:privacy@anthropic.com)), both routed to the AI bot "Fin," which acknowledges the case is valid but lacks the permissions to resolve it.
This matches the pattern in issues #64814, #56338, and #31012.

Account details:

Account email (deleted): [email available on request]
Invoice: [invoice ID available on request], €225.00, Claude Pro, Apr 9, 2026 – Apr 9, 2027 (paid in full)
Issuer: Anthropic Ireland Limited‰

What Should Happen?

The account should never have been auto-upgraded from Pro to Max without explicit consent
Cancelling a subscription should not result in full account/data deletion
A documented, valid refund request (€187.50 for ~10 unused months) should reach a human agent who can process it manually, as Fin itself states is required

Error Messages/Logs

Steps to Reproduce

Have an active annual prepaid Claude Pro subscription
Account gets automatically upgraded from Pro to Max without user consent/action
Cancel the unwanted Max subscription via Settings > Billing
Entire account — including prepaid Pro subscription and all data (conversations, projects) — is permanently deleted as a result

This is not reproducible on demand by a third party, but it is exactly what happened to my account on June 14, 2026. See "What's Wrong?" above for full details and invoice reference (9BF0758D-511905).

Claude Model

None

Is this a regression?

I don't know

Last Working Version

_No response_

Claude Code Version

N/A

Platform

Anthropic API

Operating System

macOS

Terminal/Shell

Terminal.app (macOS)

Additional Information

This issue is filed here because the Help Center support chatbot ("Fin") confirmed it cannot escalate to a human agent, create ticket numbers, or process this refund itself, despite acknowledging the case is valid. This is an account/billing issue, not a Claude Code bug, but no other channel has provided human escalation.