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

[Stephen Sifers]

Hello @John Hubbard 

I would like to apologize for the less-than-ideal experience you've had. With this said, our team has reviewed the support request you raised (CA-3792688). Sadly, we didn't hear back from you within that request.

Although we didn't hear back, we don't want you to be charged again, knowing you've requested cancellation of your premium account. With that said, we've gone ahead and confirmed the cancellation of your premium account and issued a refund. 

Regards,
Stephen Sifers

[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

[DiMaggio Tucci]

@John Hubbard I see 2 charges in your screenshot, and it looks like the second charge is an upgrade. Trello Standard and Trello Premium are two separate billing tiers. The screenshot you sent indicates that you were charged for Trello Standard, then you upgraded to Trello Premium, and the second charge is the difference, since Trello Premium is just about twice the price of Trello Standard. Standard is $60. Premium is $120.15. Hence, a $60 charge for Trello Standard, and a $60.15 charge for Trello Premium, totaling to the price of Premium, $120.15

I'm going to take a guess that you upgraded by mistake, without realizing you were upgrading, and this is where the confusion lies.

Although I cannot say that this surely warrants a refund (Atlassian does show the charge on the screen before you consent to the charge), I'm going to go out on a limb here.

You're clearly upset at Atlassian, but when I asked for the screenshot and information, you at least attempted to send it to me, despite it being seemingly difficult for you. I appreciate you're effort despite your frustration.

As such, I'm going to make a reach and alert an actual Atlassian team member about this. I'm not supposed to do this often, but, being that you are at least trying to answer my questions, I think it'll be okay this time.

It may take some time for them to get with you. When the team member contacts you, it is extremely important that you follow their instructions and answer their exact questions. I know you're frustrated, but nobody here wants to do anything but help if they can.

I also can't guarantee they'll tell you what you want to hear, but I can at least guarantee they take a look at this post and respond to you. 

I legitimately hope you get a resolution to this, and I'm sorry I can't do more. In the meantime, please make sure you are reading screens and replies carefully. I have a suspicion that this whole thing may have happened due to clicking on a message too fast. We're all human, so I'll approach this and do what I said in good faith.