[BUG] Max 20x subscription not restored after account hold resolved — ticket #215475553918402 unanswered 2+ 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?

Summary

I paid for the Max 20x subscription on claude.ai and have a valid invoice confirming payment. Shortly afterward, my account was placed on hold. The hold has since been resolved and my account access restored — but the paid Max 20x subscription benefits were never restored, my account currently shows as Free plan, and I have not received a refund for the unused subscription period.

Timeline
Aug 16, 2026 (Sun), 00:37: Paid for Max 20x subscription — payment successful (invoice available on request)
Aug 16, 2026 (Sun), 01:47: Account was suspended, roughly 1 hour after the payment
Aug 17, 2026 (Mon), 02:27: Account suspension lifted, account access restored
Since restoration: account has shown as Free plan; Max 20x benefits have not been reinstated
Support history
Opened a support conversation via "Get Help." Fin AI Agent responded and said the case was escalated to the support team for review — ticket #215475553918402
Followed up multiple times by replying in the same email thread, as instructed by Anthropic's own support documentation
Every reply received so far — including the escalation confirmation — has been signed "This answer was composed by Fin AI Agent, Anthropic's AI Agent," with no indication a human has actually reviewed the case
It has now been over two weeks with no substantive human response
Evidence already provided to support
Invoice PDF for the Max 20x payment
Screenshot of current account status (showing Free plan)
Screenshot of the account-restoration email

What Should Happen?

Could someone from the Anthropic team please:

Restore the paid Max 20x subscription benefits, or issue a refund for the unused/undelivered subscription period if restoration isn't possible
Confirm that ticket #215475553918402 has actually reached a human reviewer, since every response so far has come only from the Fin AI Agent

Error Messages/Logs

Steps to Reproduce

I'm flagging this publicly because similar billing/support delays have been reported before in this repo (e.g. #59545, #60923), and visibility here seems to be one of the few things that reliably gets a human response. Happy to provide additional details (dates, redacted invoice, etc.) privately if that helps move this along.

Claude Model

None

Is this a regression?

No, this never worked

Last Working Version

_No response_

Claude Code Version

v2.1.251

Platform

Anthropic API

Operating System

macOS

Terminal/Shell

Terminal.app (macOS)

Additional Information

_No response_