Overbill and BS Customer Service

[John Hubbard]

The reviews are SO SPOY ON!

I was billed 3X for Premium and off course getting that corrected is impossible. PArt of the Business Model?

Thoughts?

John

[DiMaggio Tucci]

Hi there, @John Hubbard 

The account you are posting from does not appear to have Trello Premium, so either you had it on another account or you have already cancelled it. As such, I assume you don't need any help with that part of the process.

You can request a refund from Atlassian, and it sounds like you have.

Getting that corrected is impossible - what does that mean? Did they ignore your request? Do you not agree with their response? Do you not know how to request a refund? What do you mean when you say it's "impossible"?

I was billed 3X for Premium - Is that 3 bills? Is that 1 bill for 3 seats? Or perhaps are you saying that the amount charged was 3X the amount shown on the bill?

If you can answer the above questions and expand on your situation, I can perhaps help or even get the attention of an Atlassian Team Member on your behalf, as I have the access to do so.

As far as my personal thoughts:

I'll let you know that many of the requests like this that I've seen have been due to some sort of misunderstanding about either how Trello Premium billing works or a mis-reading of a bill.

If you were over-billed as part of an error on Atlassian's end, I would agree that this is not acceptable. In such a case, there was clearly some sort of mistake, and I would personally think you would have every right to be refunded, and I'll escalate myself this to make sure it happens. 

I have never heard of nor experienced Atlassian intentionally over-billing a customer. Honestly, the idea that this would happen sounds pretty silly to me. At the very worst, a mistake was made.

Any company that purposefully charges customers for things they don't buy usually gets the reputation for doing so pretty quickly, and would be subject to legal action. Unless you think they just do it to you...which is equally absurd if you think about how little of a difference 3 Trello Premium subscriptions make to their bottom line (Atlassian has a revenue in the billions)

As a user of Trello for years, a volunteer for Atlassian who answers questions like these, and someone who has interacted with members of the Atlassian team, I do not find anything to suggest that they have a business model intended to steal from you and make it hard to be corrected.

[John Hubbard]

I have the 3 charges. How can I send the image of the charges?

[DiMaggio Tucci]

@John Hubbard 

Thank you for responding in good faith!

Before we go into the bill itself, I absolutely need to know this:

1: Am I the first person you have spoken with regarding these charges? If I am, please let me know.

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If you are unable to provide me a picture (I will show you how to do it below this), please describe to me using as much detail as possible:

• Do you have a bill? What does it say on the bill?
• How many charges do you see on your bank statement itself. One, or three?
• Why do you believe you were overcharged? (What were you expecting to be charged?)

I can help if you can provide me just a little more context about the situation. If you provide me with more detail and I am unable to resolve this, I will get an Atlassian Team Member to review this. But I do need you to answer these questions in order to help you.

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HOW TO ADD AN IMAGE

When you are composing a message, there should be an option to add an image. Here's what it looks like on my screen:

[John Hubbard]

[John Hubbard]

Horrible, horrible Trello customer/billing service. ALL of the horrible customer reviews are true!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

I stopped my premium account that I was billed 3 x

Trello site sucks