[Billing Bug] Repeated unauthorized Pro→Max upgrades, second refund denied despite documentation

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.ai account has been automatically upgraded from Claude Pro ($20/month) to Max plan without my consent or any action on my part, TWICE.

Incident 1 — July 16, 2026: Account auto-upgraded to Max 5x, charged $90.59 (Invoice OMTUWVF5-0002). Contacted support same day; both this charge and my original Pro charge ($20, Invoice OMTUWVF5-0001, paid June 30, 2026) were refunded (Refund receipts 3343-7850 and 3643-2462).

Incident 2 — July 16/17, 2026 (the next day): Account was auto-upgraded to Max 5x AGAIN without consent, charged $100 (Invoice OMTUWVF5-0004). I requested a refund via the support bot (Fin) three separate times, providing full documentation each time. All three times it was denied with: "doesn't meet refund eligibility criteria due to a previously issued refund." This is incorrect — the prior refund was for a completely separate, earlier charge. This second $100 charge has never been refunded.

What Should Happen?

My account should never be automatically upgraded to a higher-cost plan without explicit consent and confirmation. When a genuine, separate unauthorized charge occurs, the refund system should evaluate it on its own merits rather than auto-denying based on unrelated prior refund history.

I need:

1. Refund of the $100 charge (Invoice OMTUWVF5-0004)
2. My account restored to the Pro plan, the only plan I ever chose
3. Human review of this case, since the automated system has denied a valid request three times

Error Messages/Logs

"We've determined that your purchase doesn't meet our refund eligibility criteria due to a previously issued refund."
(Received identically on three separate refund attempts via Fin, the support bot)

Steps to Reproduce

1. Subscribe to Claude Pro plan
2. Account gets automatically upgraded to Max plan without any user action (mechanism unclear/not user-initiated)
3. Contact support (Fin) requesting refund for the unauthorized Max charge
4. If a separate, earlier unauthorized upgrade was already refunded once before, any subsequent refund request is automatically denied citing "previously issued refund," even though it is a distinct charge

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 web billing issue, not Claude Code

Platform

Anthropic API

Operating System

macOS

Terminal/Shell

Terminal.app (macOS)

Additional Information

Invoice/receipt references: OMTUWVF5-0001, OMTUWVF5-0002, OMTUWVF5-0004, Refund 3343-7850, Refund 3643-2462.
Related issues showing the same pattern: #64814, #66426, #72336
Full documentation (invoices, credit notes, refund confirmations) available on request.