[Billing Bug] Repeated unauthorized Max upgrade and charge — refund denied by Fin AI Agent citing "already refunded" policy

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 account (free tier) was automatically upgraded to the Max plan and charged twice, without my consent. After receiving a refund for the first incident on May 29, I stopped using this account entirely — yet it was charged again on July 1. The Fin AI support agent denied my second refund request, incorrectly citing an "already refunded once" policy, even though this is a separate, unrelated unauthorized charge.

What Should Happen?

My account should not be automatically upgraded or charged without explicit user action. Since I had zero usage on this account between May 29 and July 1, there is no scenario where my own activity triggered this upgrade. When a new, separate unauthorized charge is reported, it should be evaluated on its own merits — not automatically denied because an unrelated prior refund exists.

Error Messages/Logs

Fin AI Agent: refund denied, citing "already refunded once" policy.

Invoice T9Y2JLBO-0005 — $206.43 — May 29, 2026 (refunded)
Invoice T9Y2JLBO-0006 — $220.00 — July 1, 2026 (refund denied)
Support conversation ID: 215474496352033

Steps to Reproduce

1. Account on free tier, unauthorized Pro→Max upgrade + charge on May 29, 2026 → reported → refunded
2. Stopped using the account completely after refund — zero activity from May 29 to July 1
3. Account charged again for Max plan on July 1, 2026, with no user action in between
4. Contacted support (Fin AI Agent) to request refund for the second charge
5. Refund denied, citing prior refund already issued — despite this being a separate, unrelated charge
6. Requested human escalation multiple times before being connected to a specialist

Claude Model

None

Is this a regression?

I don't know

Last Working Version

_No response_

Claude Code Version

N/A — this is a claude.ai billing/account issue, not related to Claude Code CLI

Platform

Anthropic API

Operating System

Windows

Terminal/Shell

VS Code integrated terminal

Additional Information

Similar reports: #72259, #51168, #64814, #51404