[BUG] "Your account has been suspended". Claude Max20 account banned one day after a $249 payment — no reason, warning, or refund

### Preflight Checklist

- [x] I have searched [existing issues](https://github.com/anthropics/claude-code/issues?q=is%3Aissue%20state%3Aopen%20label%3Abug) 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?

Charging a user $249 and disabling the account the very next day without a specific reason, warning, human review, or automatic refund is not merely poor support. It is conduct that appears fundamentally deceptive. Anthropic must not be allowed to treat payment as final while treating access to the purchased service as optional.

I paid **$249 for a Claude Max 20x subscription on 2026-09-01**.

I then used Claude Code for ordinary, legitimate software-development work. On the following day, my entire Anthropic account was disabled without any prior warning and without any meaningful explanation.

Anthropic has not provided:

- the specific reason for the ban;
- the exact activity that allegedly violated a policy;
- the policy provision that was supposedly violated;
- any evidence or timestamp connected to the alleged violation;
- a meaningful opportunity to correct or appeal the decision;
- an automatic refund for the service that Anthropic terminated.

Anthropic accepted a substantial payment and then removed access to the purchased service almost immediately. From a customer's perspective, charging **$249** and banning the account the next day without a specific justification or an immediate refund is indistinguishable from deceptive billing and creates the appearance of a bait-and-switch practice.

This is not a minor inconvenience and it is not an acceptable customer experience. A generic statement referring to the Terms of Service is not a sufficient explanation. If Anthropic believes that I violated a rule, it must identify the actual rule and the actual conduct. If it cannot do that, the account should be restored immediately.

At present, Anthropic has both my money and control of the service, while I have neither access nor a concrete explanation. That is unacceptable.

### What Should Happen?

A paid customer should not lose access to a **$249 subscription one day after payment** because of an unexplained and potentially automated enforcement decision.

Anthropic should immediately:

1. Escalate this case for a genuine manual review by a qualified human employee.
2. Provide the exact and specific reason for the account suspension.
3. Identify the exact policy provision that Anthropic believes was violated.
4. Identify the activity, request, timestamp, or other event that allegedly triggered the enforcement action.
5. Restore the account and the paid Claude Max 20x subscription if this was a false positive or an automated mistake.
6. Extend the subscription by the entire period during which access was unavailable.
7. If Anthropic refuses to restore the account, issue a full refund of the **$249 charge**, including any applicable taxes, to the original payment method.
8. Provide written confirmation of the resolution and a case or escalation number.

When Anthropic disables access to a paid service, billing and access must be handled together. It is not reasonable to terminate the service while retaining the entire payment.

I expect a substantive answer from the account enforcement and billing teams, not a boilerplate response and not another unexplained automated rejection.

### Error Messages/Logs

```shell
Login expired · Please run /login

Hello,

An internal investigation of suspicious signals associated with your account indicates a violation of our Usage Policy. As a result, we have revoked your access to Claude.

To appeal our decision, log in to claude.ai with this account and you'll be taken to the appeals page. You can learn more about the process here.

Regards

Anthropic's Safeguards Team
```

### Steps to Reproduce

1. Purchase a Claude Max 20x subscription through Anthropic.
2. Complete the payment and receive a charge of **$249**.
3. Sign in to Claude Code using the same paid Anthropic account.
4. Use Claude Code for ordinary, legitimate software-development tasks.
5. Attempt to use the paid account again on the following day.
6. Discover that the account has been disabled.
7. Receive no prior warning and no specific explanation of what conduct allegedly caused the suspension.
8. Attempt to obtain a meaningful explanation or appeal the decision.
9. Receive [NO RESPONSE / A GENERIC AUTOMATED RESPONSE / INSERT WHAT ACTUALLY HAPPENED].
10. Observe that the paid service remains unavailable while Anthropic retains the $249 payment.

### Actual result

The account is disabled approximately one day after payment. The customer loses access to the purchased subscription, receives no specific reason for the enforcement action, and does not automatically receive a refund.

### Reproducibility

The enforcement trigger cannot be reproduced reliably because Anthropic does not disclose what activity supposedly caused the suspension. That lack of transparency is a central part of the problem.

After the suspension, the access failure is reproducible 100% of the time because the paid account can no longer use the service.

### Claude Model

Other

### Is this a regression?

Yes, this worked in a previous version

### Last Working Version

_No response_

### Claude Code Version

v2.1.257

### Platform

Anthropic API

### Operating System

macOS

### Terminal/Shell

Other

### Additional Information

This issue requires escalation to both the **Account Enforcement** and **Billing** teams.

I am requesting that Anthropic preserve and manually review all relevant records, including:

- payment and subscription records;
- account enforcement records;
- automated risk or abuse-detection decisions;
- Claude Code authentication logs;
- timestamps associated with the suspension;
- the internal reason code used to disable the account;
- all previous appeal and support records connected to this case.

I can provide the payment receipt, invoice, account email, screenshots, subscription confirmation, and the exact suspension message privately to an authorized Anthropic employee. I will not publish sensitive payment or account information in a public GitHub issue.

To be completely clear: the sequence of events is that Anthropic accepted **$249**, provided access for approximately one day, and then disabled the account without giving a concrete reason or issuing an automatic refund.

Regardless of whether the suspension originated from an automated system or a human decision, this treatment is unacceptable. A company cannot reasonably charge a customer a substantial amount, immediately terminate the service, refuse to explain the decision, and continue retaining the payment.

From the customer's perspective, this appears deceptive. It destroys trust in Anthropic's billing and enforcement processes and creates the impression that users can pay for an expensive subscription only to have both their access and their money taken away without due process.

I am demanding one of the following outcomes:

1. Immediate restoration of the account, restoration of the Claude Max 20x subscription, and an extension covering the full period of lost access; or
2. A full refund of the $249 charge, including applicable taxes, to the original payment method.

I also require a specific written explanation of the suspension. A generic reference to the Terms of Service will not be considered a meaningful response.

If Anthropic does not resolve this promptly, I will dispute the charge with my payment provider and submit the documented sequence of events to the relevant consumer-protection authorities. I would prefer to resolve the matter directly, but retaining a $249 payment while refusing to provide either the purchased service or a specific justification is not an acceptable resolution.

Please do not close this issue with a generic statement that account matters are handled elsewhere. If this repository is not the final escalation channel, please route the report to the responsible team and provide a verifiable case number or escalation reference.

The report provides no repository file, test, or code entry point to inspect; begin with the listed Claude Code v2.1.257 login-expired message and the account's appeal or support records. Done would require the Account Enforcement and Billing teams to provide a specific reason and either restore access with an extension or issue the requested refund.

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