Malfunction/ Asking for a reasonable refund

[Caroline OGEZ]

Hello,

I’m a Trello Premium user and I’m facing a very serious billing issue that I haven’t been able to resolve.

• My original yearly subscription (around €130) was purchased on 29 December, with an old credit card that has since expired.
• This year, I’ve been charged €287.98, almost double the original amount. I never requested extra seats or an upgrade, and I received no clear explanation of this price increase.
• The most worrying part is that the renewal was charged using my new credit card, which I never added to Trello and never explicitly authorized.
• The renewal also seems to have been processed before the anniversary date of my initial subscription.
• I never received a contract or a clear copy of the terms, and even now I can’t easily access them.
• The billing and cancellation interfaces are extremely hard to find and manage, which is especially surprising for a software company.

I have already contacted support and was told that no refund is possible because this is a renewal and not an initial purchase. However, this does not answer the core issues:

 How was my new card used without me adding it?

Why was I charged before the renewal date?

Why did the price more than double without clear notice or explicit consent?

Why is it so difficult to find and manage billing and cancellation options? 

I have also read many similar complaints from other users: hidden billing pages, unexpected renewals, double charges, and no easy way to reach real support for billing issues.

I am asking for:

1. A clear written explanation from Atlassian/Trello about what happened in my case.
2. A reconsideration of the decision not to refund the €287.98.
3. Confirmation that my subscription is cancelled and that no further charges will be made.

Thank you to any Atlassian staff who can look into this seriously.