[Billing][Bug] Auto-recharge loop charged consumer plan 29x ($661) in error; Fin support admits malfunction but cannot escalate to a human

What happened

I'm on a consumer Individual (Claude Code) plan. Between June 4 and June 13, 2026, the auto-recharge system charged my card 29 separate times for "Auto recharge extra usage," totaling $661.08, while my Claude Code app showed I was nowhere near my weekly limit. On June 11 it fired 6 times within 10 minutes (09:57, 09:59, 10:01, 10:03, 10:04, 10:07) and 12 times that day. That rate is impossible for genuine metered consumption - it is an auto-recharge loop, not usage.

The support experience (the real bug)

When I disputed it, the Fin AI support agent:

1. First denied the refund citing "API Credit Terms" - which do not apply to a consumer subscription. Same root cause as #57594.
2. Then reversed and admitted in writing the charges were "erroneous charges rather than legitimate usage" resulting from "a technical malfunction," and that the consumer terms do "not preclude refunds for charges resulting from technical malfunctions."
3. Then admitted it "cannot generate ticket reference numbers or transfer cases to human billing specialists" and repeatedly pointed me to file a card chargeback as "the most direct path."

Emailing both support@mail.anthropic.com and support@anthropic.com reaches the same Fin bot. There is no working path to a human billing specialist for a consumer refund.

Impact

A billing malfunction overcharged a paying customer by $661, the support agent acknowledged the malfunction in writing, and there is no mechanism for that same support system to open a tracked ticket or route to a human who can issue the refund. The only resolution the bot offers is a bank chargeback against Anthropic.

Asks

1. A real escalation path to a human for consumer billing/refund issues.
2. A fix for an auto-recharge loop that can fire 6+ times in 10 minutes.
3. The consumer-vs-API terms misrouting in refund denials (#57594) is still occurring.

Related: #57594, #56895, #66558