[BUG] [Billing Bug] Max 20x customer - Ticket #215475057082664 open 7 days, Fin promised human escalation July 13th dawn (4 hours trying), no reply.
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?
Evidence:
- Billing: -R$19.53 current balance (was -R$21+) - impossible, requests stop at 0
- Usage: R$2,215.01 spent - multiple Santander charge attempts
- Jul 13 2026: R$100+R$100+R$20+R$10 Paid (screenshots) - only ~R$2 reflected, service not restored, urgent work blocked
Pattern: #32240, #64814, #48780, #45662, #39903
Please forward to human billing team immediately.
What Should Happen?
- Negative balance should NEVER be possible. When Max quota and extra credits end, all Claude Code requests must be interrupted at 0, not go to -R$19.53 or -R$21.
- When I purchase extra usage credits (Jul 13 - R$100+R$100+R$20+R$10 Paid), balance should immediately increase by R$230 and service should be restored instantly, allowing me to continue working.
- No phantom debt of R$2,215.01 should be created and no repeated charge attempts should be made on my Santander card on top of my Max 20x subscription (R$1,013.42 paid July 8th).
- As a Max 20x customer (Ticket #215475057082664), when Fin bot says "will escalate to human agent", a human billing specialist should reply within 24h as guaranteed for Pro/Max plans, not 7 days of silence.
- Extra credits paid must be consumable after Max usage quota hits 100%, not block urgent work.
Error Messages/Logs
No stack trace - billing UI bug. Evidence from claude.ai/new#settings/billing and /usage:
[From billing page - screenshot billing.png]
Current balance: -R$19.53 (previously -R$21+)
Usage credits - "Buy usage credits so your team can keep using Claude if they hit a limit."
Invoices Jul 13, 2026:
R$100 - Paid
R$100 - Paid
R$20 - Paid
R$10 - Paid
-> Balance only changed ~R$2, not R$230. Service not restored.
[From usage page - screenshot usage.png]
All models: 100% used - Resets Tue 8:59 PM
Fable: 100% used - Resets Tue 8:59 PM
Usage credits: R$2,215.01 spent - Resets Aug 1
Current balance: -R$19.53 - Auto-reload Off
Error when trying to use Claude: "You've hit your usage limit" / requests interrupted despite R$230 paid extra credits.
[From bank]
Multiple charge attempts of R$2,215.01 on Santander card after Max subscription R$1,013.42 paid Jul 8th.
Ticket #215475057082664 - Fin bot on Jul 13 dawn said "I will escalate to human agent" - no human reply for 7 days.Steps to Reproduce
<img width="1710" height="1107" alt="Image" src="https://github.com/user-attachments/assets/47109655-cbea-4523-9128-100fb5c8941d" />
<img width="1710" height="1107" alt="Image" src="https://github.com/user-attachments/assets/7e2a6d4b-5c75-429a-8ddd-d0e99727ba2e" />
Claude Model
Not sure / Multiple models
Is this a regression?
Yes, this worked in a previous version
Last Working Version
_No response_
Claude Code Version
Independent
Platform
Anthropic API
Operating System
macOS
Terminal/Shell
Terminal.app (macOS)
Additional Information
Plan: Claude Max 20x ($200/mo) - Subscription R$1,013.42 Paid Jul 8th 2026
Location: Brazil - Santander card
Account: marcvlima
Original Support Ticket: #215475057082664 - Opened Jul 13 2026 ~04:00 BRT after 4 hours trying to get human support in dawn - Fin bot promised escalation, 0 human reply until Jul 20
Impact: Urgent work blocked since Jul 13. Purchased R$230 extra credits to unblock (R$100+R$100+R$20+R$10 all Paid on Jul 13) but service never restored. Paid credits not delivered = service not rendered.
Settings from screenshots:
- Usage credits toggle: ON (usage page) but balance still -R$19.53
- Auto-reload: Off
- Monthly spend limit: Unlimited
- Current balance bug: -R$19.53 / -R$21+ (should never go negative, requests should stop at 0)
Bank: Multiple attempts to charge phantom R$2,215.01 debt on Santander - I have blocked card.
As Max 20x customer, Help Center says I have full access to Product Support human team, but only Fin bot is available. In Brazil this violates Decreto 11.034/2022 (SAC Law) requiring human escalation in 24h + ouvidoria.
I can provide full invoices (in_ IDs) and Santander statements privately to billing team. Screenshots billing.png and usage.png attached showing negative balance and R$2,215.01 spent.
Related known critical bugs: #32240, #64814, #48780, #45662, #39903
5 Comments
I'm experiencing the exact same issue — Claude Max subscription (gift credit) silently reverted to Free plan mid-period, with zero human response for months.
My case: ticket #93357434, submitted April 17, 2026. Still unresolved as of July 23 — over 3 months. Fin AI Agent eventually confirmed in writing that this is a genuine backend entitlement bug, not a payment issue, but stated it has no ability to escalate or track resolution status.
I also tried the EU DSA point of contact (Conversation ID 215475117204654) — got a message on July 16 saying I was being connected to a human agent, and have heard nothing since.
Filing this comment to add visibility — this doesn't look like an isolated incident, and the standard support channel (Fin) is not equipped to resolve it. Would appreciate any update from the team, or confirmation this is being tracked internally.
Related: #78207
Exctly! Thats a very severe failure. I have a lots unusefull credits block on the platform and also the're tyring to billing me wrongly in thousnds of BRL. Aparently there is no real contact point in Anthropic for user. It violates our contracts. How do you think we could escalte this problem?
Adding related public context because this is another credit-ledger / entitlement reconciliation failure: a paid account can show charges or attempted charges while the usable balance, entitlement state, or support path does not reconcile cleanly.
My current case is a different surface, but it points at the same ownership gap:
Public, privacy-sanitized evidence hub:
https://coolak.github.io/anthropic-claude-billing-incident/
Billing reconciliation matrix / owner map:
https://coolak.github.io/anthropic-claude-billing-incident/reconciliation-matrix.html
I am intentionally not posting card digits, bank names, payment IDs, invoice IDs, support IDs, screenshots, raw network logs, private support-thread text, or other private account data here. The useful ask is for Anthropic Billing Platform / payment operations to inspect paid credit application, negative/phantom balance state, auto-reload behavior, entitlement state, account controls, and credit-ledger provisioning together instead of routing these as isolated user-side or generic card/browser issues.
Unfortunatelly thats is a disrespectfull behaviour with us customers. My first alert contact was in July/13. I have the max plan and the human support should be available as the contract states. I haven't received even a single response contact.
Same pattern here — adding my case so it's on the record, because this looks systemic.
Same "Fin promises human escalation, no human ever replies" loop as the OP. My ticket / Conversation ID: 215474853759066. Could a staff member please route these billing tickets to an actual human?