[BUG] Max 20x gift entitlement removed mid-subscription; Fin AI confirms bug but provides no escalation, human review, or status tracking (ticket #93357434, unresolved 3 months since April 17)

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 Max 20x subscription (redeemed via a gift credit, valid April 9 – May 9, 2026) was activated successfully and worked normally for about a week. It was then unexpectedly removed and my account was silently downgraded to Free, while the subscription period was still active — nearly a month before it should have expired.

Support ticket #93357434 was submitted on April 17, 2026 and has never received a response from a human agent. As of this writing (July 16, 2026), that is three months of complete silence on a paid-tier account issue.

After extensive back-and-forth with Fin AI Agent today, it confirmed the following in writing:

• The gift subscription was valid through May 9, 2026 and access was removed prematurely
• This is not a failed payment or email-mismatch issue
• This requires manual backend review of account entitlement history
• Human support routing is not available for accounts currently showing as Free plan — even though the Free status is itself the direct result of this bug
• Reporting it in the Fin conversation is "all that's needed," but there is no way to track the status of a fix and no case ID is provided for follow-up

This is a confirmed backend entitlement bug on a paid subscription that has been left completely unaddressed for three months, with the support system's own routing logic actively preventing escalation to a human.

Receipt-2512-3451-3573.pdf

What Should Happen?

Entitlement should remain active for the full gift subscription period (through May 9, 2026). A confirmed backend bug affecting a paid Max 20x subscription — acknowledged in writing by Anthropic's own support AI — should be immediately escalated to a human Billing/Accounts specialist with a trackable case reference, not left unresolved for three months in an AI chat loop with no follow-up mechanism.

Requested resolution (any of the following):

1. Immediate restoration of Claude Max 20x entitlement
2. An equivalent replacement entitlement or extension
3. An appropriate account credit

Error Messages/Logs

N/A — this is an account/billing entitlement issue, not a code error.

Steps to Reproduce

1. Redeem a Claude Max 20x gift subscription (1 month, 100% off)
2. Subscription activates and works normally for about a week
3. Account is silently downgraded to Free while the gift period is still valid (nearly a month remaining)
4. Contact support — Fin AI Agent confirms this is a genuine backend bug but states it cannot escalate, restore access, provide a case ID, or offer any way to track resolution status
5. Ticket #93357434 remains unanswered by any human for 3 months (since April 17, 2026)

Claude Model

None

Is this a regression?

No, this never worked

Last Working Version

N/A

Claude Code Version

N/A — account/billing entitlement issue, unrelated to Claude Code itself

Platform

Anthropic API

Operating System

macOS

Terminal/Shell

Terminal.app (macOS)

Additional Information

Account email: titov9029@gmail.com
Ticket: #93357434 (submitted April 17, 2026 — no human response in 3 months)
Subscription: Claude Max 20x, gift credit, 100% off, period April 9 – May 9, 2026
Invoice: V58YKQZD-0005
Receipt: 2512-3451-3573

I am a Max subscriber relying on this daily for development work, and the continued loss of access combined with a total absence of human review or escalation path is a serious support failure that requires urgent attention.