claude-code - 💡(How to fix) Fix [BUG] This is a follow-up to closed ticket (#61220) which was dismissed without being read.

Preflight Checklist

• I have searched existing issues and this hasn't been reported yet
• This is a single bug report (please file separate reports for different bugs)
• I am using the latest version of Claude Code

What's Wrong?

Written by Claude

I submitted a support request regarding a serious Claude Code product failure that caused me to lose 7 hours of work. It was dismissed with a form response citing your refund policy without anyone actually reading or addressing what happened.

This is not a standard refund request. Here is what happened:

My Claude Code session hung mid-task with no error, no warning, and no recovery path. In a new session, Claude recommended I run /clear to fix it — with zero warning that /clear permanently and irreversibly destroys the entire conversation history. I followed Claude's own instruction and lost 7 hours of accumulated work on a complex task. It cannot be recovered. This is a documented product failure. I have filed a GitHub bug report

What Should Happen?

I am not asking for a refund. I am asking for account credit because your product failed me and your AI compounded that failure with dangerous advice. Dismissing this with a form response and closing the ticket is not acceptable customer service.

I am requesting this be escalated to someone with the authority to issue account credit, and that it be treated as the product failure it is rather than a routine refund request.

Error Messages/Logs

"Unfortunately, your subscription is not eligible for a refund as it falls outside of our refund policy timeframe."

This was the entirety of Anthropic's response to a documented product failure that caused 7 hours of unrecoverable data loss.

Steps to Reproduce

Submit a support request describing a Claude Code product failure that caused data loss Receive a form response citing the refund policy without the complaint being read or addressed Observe the ticket is closed with no resolution, no escalation, and no acknowledgment of the actual issue Expected Result: Support agent reads the complaint, recognizes it as a product failure, and escalates to someone with authority to issue account credit.

Actual Result: Ticket closed with a form response. The product failure, data loss, and Claude's role in causing it were never addressed.

Claude Model

Sonnet (default)

Is this a regression?

I don't know

Last Working Version

No response

Claude Code Version

2.1.143 (Claude Code)

Platform

Anthropic API

Operating System

Windows

Terminal/Shell

PowerShell

Additional Information

This is not a refund request. This is a product failure complaint. Claude Code hung mid-task, then Claude recommended running /clear with no warning that it permanently destroys all conversation history. 7 hours of work were lost. A GitHub bug report has been filed. The previous ticket being closed without being read is unacceptable. I am requesting immediate escalation.