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I've been overcharged an no one has answered my ticket

I am getting charged twice every month. How long does it take for someone to answer my ticket?

2 answers

0 votes
Daniel Eads Atlassian Team Dec 10, 2021

Hi Vickie, welcome to the Community.

I see you opened a support case with out billing and licensing team yesterday, plus more cases today. I definitely understand your frustration with the situation, and would just ask that you allow our billing and licensing team the proper time to investigate your case. A customer advocate will follow up with you on the ticket and you will receive an email with further information.

Daniel | Atlassian Community Support

Brant Schroeder Community Leader Dec 10, 2021

@Daniel Eads thanks for the prompt response.

Thanks Daniel. I will wait to hear from them.

@Daniel Eadscan you check on my ticket? I still haven't heard from anyone.



Daniel Eads Atlassian Team Dec 15, 2021

Hi Vickie,

Rest assured, the case is still in the queue. There is a large volume of cases open at this time and the customer advocate team is addressing cases based on priority of impact (for example, a site being deactivated) and then in order the issue was received. I can't provide an estimate of when the team will respond, but I can confirm the case is still in the queue.

Daniel | Atlassian Community Support

Thanks @Daniel Eads . Are Atlassian and Trello both billed from the same company?  I use trello but it makes me login to Atlassian. Just making sure I'm reaching out to the correct team.

Daniel Eads Atlassian Team Dec 21, 2021

Hi Vickie,

Yes, same company. I see that the Customer Advocate team has responded on two of your requests now. One of those cases (related to the refund) is marked as in-progress. If you have additional questions related to the billing of your Trello workspaces after the refund process completes, reply to the email with the subject line "Overbilled?" (CA-1615451)

Daniel | Atlassian Community Support

0 votes
Brant Schroeder Community Leader Dec 10, 2021

@Vickie Capes Welcome to the Atlassian Community

I will escalate to Atlassian.  Sorry to hear you are having issues.

Thanks Brant. I still haven't heard anything. Do you know how long it'll take for them to respond?

Brant Schroeder Community Leader Dec 12, 2021

@Vickie Capes I would suspect a couple of business days or longer depending on number of issues they are dealing with at this time.  @Daniel Eads pointed out that the issue has been received and that it is in their queue.   I know that it is difficult to wait and be patient when it is a financial issue but they will get to it.  I am a user like you and there have been a couple of times when support issues took a little longer but they always answered them and helped resolve my issue.

Okay, thanks! I can be patient. I appreciate your message.

Like Brant Schroeder likes this

Still waiting, I hope I'll get responded to soon. (6 days and counting). Any advice?

Brant Schroeder Community Leader Dec 15, 2021

@Vickie Capes The only advise I have is patience.  Since this would be a L4 issue and they only work those 9-5 on business days it might take a little longer.  I believe that their initial response time for an issue is 2 business days so hopefully you have at least received a response letting you know someone is working on it.  Just for reference here is the support times -

Hopefully you get an answer soon.  

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