[BILLING] Organization credits — all payment methods decline, address won't save, Fin AI auto-closes tickets (same as #54055, #60923)

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?

Summary

My organization (ForgeDreams AI) cannot add API credits. Every payment method declines on org billing, while the SAME card successfully charges my Max subscription. This is a billing-config bug on Anthropic's side, and Fin AI Agent keeps auto-closing my tickets without human escalation. Same pattern as #54055 and #60923.

What's wrong

• Org shows -$0.05, API access suspended
• 3 different cards (2 credit + 1 debit) all decline, across 2 devices (Mac + iPhone)
• Billing address is correct and matches my bank — but appears not to save on the payment form (same symptom reported in #54055: "name and billing address never populated")
• One of these exact cards successfully charged my Max subscription — receipt 2343-1997-6314 — proving card, address, and bank are all valid
• Subscription billing works; org billing does not = config issue on Anthropic's Stripe setup, not my payment methods

Support experience

Submitted 24+ hours ago. Only automated Fin AI Agent replies, which repeatedly close the ticket with the "why was my card declined" article and refuse to escalate to a human despite explicit requests.

Requested resolution

1. Human agent to inspect my org's billing/Stripe config and restore API access
2. Fix the address-not-saving bug on the org payment form
3. Service credit for the extended downtime blocking active development

Not the .env API-key issue

No ANTHROPIC_API_KEY misconfiguration — this is org-billing entitlement, not silent API billing.

Org: ForgeDreams AI

What Should Happen?

Adding credits to my organization's balance should succeed with a valid payment method. The same card that successfully charges my Max subscription (receipt 2343-1997-6314) should be accepted for organization credits. The billing address I enter on the payment form should save and persist. API access should be restored once payment completes. When I explicitly request human support for a billing-configuration issue, the ticket should be escalated to a human agent — not auto-closed by Fin AI with a generic "why was my card declined" article.

Error Messages/Logs

Steps to Reproduce

1. Log into the Anthropic Console (platform.claude.com) as admin of an organization (ForgeDreams AI).
2. Organization credits shows -$0.05 with "Add funds to resume API access."
3. Click "Add funds" → enter $25.
4. Open "Update payment method" — note the billing address fields (Address line 1, etc.) do not reliably populate/save even when entered.
5. Enter a valid card (one that successfully charges the Max subscription on the same account) → click Buy.
6. Result: "Payment failed. Please try again."
7. Repeat with 3 different cards (2 credit + 1 debit) across 2 devices (Mac + iPhone) — all decline.
8. Bank confirms it sees zero charge attempts (payment fails before reaching the bank).
9. Confirm the SAME card successfully charges the Max subscription (separate billing system) — receipt 2343-1997-6314.
10. Contact support → Fin AI Agent auto-closes the ticket with a "why was my card declined" article and does not escalate to a human despite explicit requests.

Result: organization API access remains suspended; every payment method declines on org billing while working on subscription billing, indicating a billing/Stripe configuration issue on Anthropic's side rather than a payment-method problem.

Claude Model

None

Is this a regression?

Yes, this worked in a previous version

Last Working Version

_No response_

Claude Code Version

2.1.217

Platform

Anthropic API

Operating System

macOS

Terminal/Shell

Terminal.app (macOS)

Additional Information

_No response_