[BUG] [Billing] Refund denied by Fin bot citing "previous refund" — unrelated auto-renewal, no human escalation path

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?

My account's refund request was automatically denied by the Fin AI agent citing "a previously issued refund." That previous refund was for an unintended auto-renewal — a completely separate billing event. The bot closed my conversation twice without escalation to a human billing specialist. This matches the pattern reported in #64814, #73773, #78577, and #68773.

What Should Happen?

A one-time billing correction for an auto-renewal should not permanently flag an account as refund-ineligible for all future unrelated requests. The Fin agent should be able to escalate billing disputes to a human when its automated flow cannot resolve them.

Error Messages/Logs

We've determined that your purchase doesn't meet our refund eligibility criteria due to a previously issued refund. If you have any other questions or need assistance with something else, please feel free to open a new request.

Steps to Reproduce

1. Have a Claude Max subscription on account kunalsh927@gmail.com
2. Have one previous refund on record (for an unintended auto-renewal)
3. Open in-app support → "Claude Refund Request" → select reason → bot auto-denies citing "previously issued refund"
4. Open second conversation via "Subscription/Billing Issues" → same denial
5. Both conversations closed. No ticket number. No human escalation.

Conversation IDs: 215476140538332, 215476140879557

Claude Model

None

Is this a regression?

I don't know

Last Working Version

_No response_

Claude Code Version

NA

Platform

Anthropic API

Operating System

Windows

Terminal/Shell

WSL (Windows Subsystem for Linux)

Additional Information

This is a claude.ai billing issue, not a Claude Code CLI bug. Filing here because the Fin bot has no human escalation path for billing disputes, and this repository is where other billing issues (#64814, #68773, #71514, #85068) have received attention.

I also received a promotional email from Claude Team (Sept 28, 2026) offering 50% off, deadline Oct 8. I want to re-subscribe under that offer but cannot while the bot blocks my refund. I've also emailed support@anthropic.com directly.

Related issues: #64814, #73773, #78577, #68773, #71514