I am posting here because our billing tickets have completely stalled out and we are unable to get any updates or status responses for close to a month.
- Ticket Support Requests:
CA-4202697 (Closed) | GROWTH-3473767 | GROWTH-3477682 - Issue: Unbundling/modifying our Teamwork Collection subscription
- Plan Tier: Standard
- Status: 3+ weeks (21+ days) without a human response despite multiple follow-ups.
The Timeline & Impact:
- We initially opened CA-4202697, received a timely response, and Atlassian confirmed we should unbundle closer to the end of our billing cycle on the 25th, stating that Atlassian support would facilitate it.
- We followed up prior to the 25th, received zero response, and the ticket was closed without our consent. Our billing cycle passed, and we were overbilled due to this delay.
- Secondary ticket GROWTH-3473767 was opened. Atlassian responded on Sep 25th stating that our subscription could be unbundled after the invoice was generated. That invoice has long since passed, and 2 total invoices have now been generated.
- There has been absolutely no response since that initial Sep 25th update.
Because we cannot self-service this unbundling and our billing cycles continue to be financially impacted, we urgently need a support manager or advocate to review our case. Could a Community Champion or Atlassian staff member please flag this internally for us or advise how we can get a human response?
