[BUG] Paid Max 20x charge ($209.10) with no subscription created — account on Free plan, support won't escalate

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?

I was charged $209.10 for a Claude Max 20x subscription, but no subscription was ever created on my account — it is still on the Free plan.

What happened:

• The $209.10 payment went through and was charged to my card.
• No Max 20x subscription appeared on the account; I still have Free-plan limits.
• I contacted support several times. They confirmed the charge but have not activated the plan or escalated the issue.

Expected: either the paid Max 20x subscription is activated, or the charge is refunded.

What Should Happen?

After paying $209.10, my account should show an active Claude Max 20x subscription (or the charge should be refunded if the plan cannot be activated). I should not remain on the Free plan after a successful payment.

Error Messages/Logs

No error message. There is no technical error — the $209.10 charge succeeded, but no subscription was created on the account.

Steps to Reproduce

1. Subscribed to Claude Max 20x plan and paid $209.10 (charge went through successfully on the card).

1. Checked the account subscription page — no Max 20x plan is present.

1. The account remains on the Free plan with Free-plan limits.

1. Contacted support multiple times. Support confirmed the charge but did not activate the subscription or escalate the issue.

Claude Model

Not sure / Multiple models

Is this a regression?

No, this never worked

Last Working Version

_No response_

Claude Code Version

2.1.229 (Claude Code)

Platform

Anthropic API

Operating System

Ubuntu/Debian Linux

Terminal/Shell

Other

Additional Information

Charged $209.10 for Claude Max 20x on 10.08.2026, no subscription created, account on Free plan. Support confirmed the charge but will not escalate. Payment receipt attached.