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URGENT: Atlassian Employee Assistance Needed — Trello Billing CA-4284441

Phoebe Kuhn

Hello Atlassian Community,

I'm urgently seeking assistance from an Atlassian employee or Community Champion who may be able to escalate an existing billing support ticket internally.

Support Ticket: CA-4284441

I have a pending Trello Premium payment on my personal Wise debit card that I urgently need reversed due to significant financial hardship.

The subscription was originally obtained for a former employer's business under circumstances involving workplace pressure and coercion. I have since left that situation and downgraded my subscription to Free.

I have already submitted a detailed support ticket, including supporting documentation, and contacted the Customer Advocates team.

The payment is still pending, meaning there may be an opportunity for Atlassian to void the authorization before it settles.

I urgently need these funds for essential living expenses.

Would an Atlassian employee please be willing to:

Flag support ticket CA-4284441 for urgent review?
Escalate the case to a senior billing specialist or supervisor?
Help arrange an immediate reversal of the pending card authorization?

I'm not asking the Community to resolve the billing issue directly. I'm simply hoping someone with internal access can bring my case to the attention of the appropriate team.

I would be extremely grateful for any help.

Thank you,

Phoebe

Accepted answers

Tomislav Tobijas

@Phoebe Kuhn From what I've seen lately, billing and licensing support requests seem to be experiencing some delays. However, since Viswanathan has already flagged your case with the team 🛎️, hopefully it can be prioritized and you'll hear back within the next 1–2 business days.

Fingers crossed for a quick resolution! 🤞

Samuil Enchev

Hi @Phoebe Kuhn,

I took a look at CA-4284441 for you. It’s currently with an agent who has requested some extra information to help with the fix.

I’ll keep an eye on things, so please let me know if there are any delays. I trust the team will have this sorted out for you soon!

Regards,
Samuil

All comments

Viswanathan Ramachandran

I have flagged it. Hopefully you get the response.

Tomislav Tobijas

Fingers crossed for a quick resolution! 🤞

Samuil Enchev

Hi @Phoebe Kuhn,

I took a look at CA-4284441 for you. It’s currently with an agent who has requested some extra information to help with the fix.

I’ll keep an eye on things, so please let me know if there are any delays. I trust the team will have this sorted out for you soon!

Regards,
Samuil

Phoebe Kuhn

Thank you so much, I really appreciate it. So far, I haven't received any requests or any contact from any agent. Can you please find out if they've tried to contact me? I haven't received anything, and I'm getting concerned that maybe they have the wrong info. I don't know what's going on, but I haven't received anything.

Phoebe Kuhn

THIS IS URGENT!!!! CAN SOMEONE PLEASE REFUND THIS FRAUDULENT TRANSACTION ASAP!!!!!!

I HAVE NO MONEY IN MY ACCOUNT BECAUSE OF THIS. I'm hungry! I need to buy food! My account is literally frozen - I have already provided you all of the details of the woman who is the scammer and fraudulent business owner that used my card for her Trello business. I have evidence. I can prove that the team members that were part of the team were not employed by me, but employed by her company, and I can even provide all of the evidence.

Please just reverse this as soon as possible so that I can use my account and actually eat because I am hungry. This is ridiculous. It's been 3 days. This is the 4th day. Please, someone help me!!!!!!!

Phoebe Kuhn

URGENT FOLLOW-UP — CA-4284441 — MANAGEMENT ESCALATION REQUEST

Hi @Samuil Enchev , @Tomislav Tobijas and @Viswanathan Ramachandran ,

Thank you again for taking the time to respond to my previous posts and for offering to flag this issue internally.

Unfortunately, I still have not received a substantive resolution from Atlassian Billing.

My case has been open since 14 October, and I have provided the requested card details, transaction information and bank evidence.

A USD $431.96 billing attempt related to a former employer's Trello subscription remains in dispute. My personal card needs to be removed from that subscription, and any pending or completed charges need to be investigated and appropriately reversed or refunded.

I am experiencing severe financial hardship, and this situation is affecting my ability to cover essential living expenses.

Could an Atlassian employee please escalate CA-4284441 directly to a senior billing manager or the Customer Advocates management team and confirm that someone has taken ownership?

I have already followed up through the official support channels several times.

I am not asking Community members to resolve the payment themselves. I am asking for help reaching someone internally who has the authority to intervene.

I would be extremely grateful for a direct update on this case.

Thank you,

Phoebe

Tomislav Tobijas

@Phoebe Kuhn Wish that I could help 🫤 The only thing I can do is to ping @Samuil Enchev once again to take a look at the backend and see if there have been any internal updates about this. 👀

I'm not sure what the SLA for these kinds of things actually is, but I hope it will get sorted out soon 🤞

Phoebe Kuhn

test?

Phoebe Kuhn

Hi @Trish Cescolini

Confirming authorization via the account registered to Trello (@hotmail.com) to process the immediate cancellation of the subscription and remove the pending charge.

Many thanks,

Phoebe

Tomislav Tobijas

@Phoebe Kuhn I suspect this was actually meant to be a reply on CA-4284441 ticket and not here 👀

Samuil Enchev

Hi @Phoebe Kuhn,

I'm sorry for the delay in getting your refund processed. Our Standard support hours are Monday to Friday.

I'm taking a look at CA-4284441 and based on the updates in the ticket, I understand the team is close to processing the final steps of this refund. Please watch the ticket for updates in case any further input is needed on your end.

Best,
Samuil

Phoebe Kuhn

Hi @Trish Cescolini

Confirming authorization via the account registered to Trello (@hotmail.com) to process the immediate cancellation of the subscription and remove the pending charge.

Many thanks,

Phoebe

Samuil Enchev

Hi @Phoebe Kuhn,

Please do not disclose private information, like your email, in Forums.

As Tobi suggested, your comment was meant to be left in the CA-4284441 ticket. Please do so at your earliest convenience and edit your previous comments to remove any PII.

Best,
Samuil

Phoebe Kuhn

Hi @Trish Cescolini

Confirming authorization via the account registered to Trello (@hotmail.com) to process the immediate cancellation of the subscription and remove the pending charge.

Many thanks,

Phoebe

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