Paid annual Pro subscription cancelled without notice on Max upgrade — contradictory support responses, unresolved 5+ weeks

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?

Title: Paid annual Pro subscription cancelled without notice on Max upgrade — contradictory support responses, unresolved 2+ weeks

Preflight

• Single, specific billing/entitlement report (not a Claude Code product bug).
• Matches the documented pattern of unresolved subscription disputes reported here (#48780, #60923, #45497).

Summary
I paid $210.00 USD for an annual Claude Pro subscription (Mar 26, 2026 – Mar 26, 2027, invoice UPGIWZEH-0001) via Mastercard, directly through Anthropic (not the App Store). I later upgraded to Max. My account now shows as Free plan with no Pro access and no visible credit for the unused annual term. Support has given contradictory answers across two separate threads.

Timeline

• Mar 26, 2026: Annual Pro paid in full, $210.00, coverage through Mar 26, 2027.
• Jul 2, 2026: A separate duplicate monthly Apple Pay subscription began (unrelated issue, still unresolved).
• Jul 20, 2026: Support (Fin) confirmed annual Pro was active/paid through Mar 26, 2027, and said the team would "restore your original annual plan."
• Jul 24, 2026: A different support response incorrectly treated the case as an App Store purchase and redirected me to Apple Support — despite payment being made directly to Anthropic by card.
• Jul 24, 2026: Submitted screenshot showing the in-app "Resubscribe" button does not work.
• Jul 30, 2026: Resent full invoice/receipt. Support then stated the opposite of the Jul 20 message — that the Pro plan "cannot be restored, as it was cancelled" on Max upgrade — and pointed back to the non-functional Resubscribe button.
• Jul 31, 2026: Sent formal follow-up flagging the direct contradiction between the Jul 20 and Jul 30 responses, requested escalation to a senior billing specialist.
• Aug 2, 2026: Reopened in a new support conversation. Agent confirmed account shows Free plan, could not confirm whether a Max-upgrade credit was issued, and said the case would be passed to a human team for email follow-up.
• Aug 5, 2026 (today): No human response received.

Evidence available on request (not posted publicly)

• Invoice/receipt numbers, payment confirmation, full email/chat transcript, conversation ID.

Impact
Paid, active annual subscription reduced to Free plan with no resolution or credit reconciliation after 2+ weeks and contradictory written answers from support.

Ask

• Escalation to a human billing specialist with full case visibility
• Clear accounting of what happened to the unused annual Pro balance on Max upgrade
• Restoration of Pro access or equivalent remedy

What Should Happen?

My paid annual Pro subscription should remain active and accessible for its full paid term (through March 26, 2027), with support providing one consistent, correct answer instead of contradictory ones.

Error Messages/Logs

Steps to Reproduce

1. Purchase annual Claude Pro subscription via card payment
2. Upgrade to Max plan
3. Account reverts to Free plan with no Pro access and no visible credit
4. Contact support — receive contradictory answers across multiple threads (see timeline in description)

Claude Model

Sonnet (default)

Is this a regression?

I don't know

Last Working Version

_No response_

Claude Code Version

1.0.123

Platform

Anthropic API

Operating System

Windows

Terminal/Shell

Windows Terminal

Additional Information

_No response_