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still debit credit card even if yccount is closed

Cyrille gerhardt August 19, 2023

Hi,

i have been debited twice even if account has been closed, contact support impossible, always error message, please help!

1 answer

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Alex _ Trello
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 20, 2023

Hey @Cyrille gerhardt - welcome to the Community!

Unfortunately we do not support billing issues over the Community. Can you follow these steps to raise a ticket with our billing team?

  1. Head to https://trello.com/contact
  2. Enter your name and the email you used for your Trello account (or log in if your account is still active)
  3. For the field What can we help you with?, select 'Billing' <- this is super important
  4. Fill out the rest of the form with what we can help you with then submit. After that, one of our billing team will get back to you!

If you have any issues with this process, please let me know what issues you're facing and I'll take a look. 

Cyrille gerhardt August 21, 2023

Hi, your contact page does not send the message , so we are stuck and nothing can be done...

Please cancel and refund, we have no time to handle your technical problems of the contact form.

 

Thank you

Alex _ Trello
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 21, 2023

Hi @Cyrille gerhardt - we'd really appreciate you giving us more info on what's going on with the contact form on your end so we can troubleshoot with you, and if there is a bug at play, we can fix it so that others don't experience the same issues you have.

That being said, I have created a ticket on your behalf for your refund request. We cannot do refunds over the Community, which is why you need to raise a ticket with our billing team. The ticket I have created on your behalf is CA-2509924. You should receive a message from our billing team in the next week about this ticket. 

Cyrille gerhardt August 21, 2023

here the screen shots

Cyrille gerhardt August 21, 2023

Capture d’écran 2023-08-19 à 10.59.38.pngCapture d’écran 2023-08-19 à 11.01.58.png

Cyrille gerhardt August 21, 2023

please stop using our credit card details and refund the last two debits which were unjustified as we closed the account 

Alex _ Trello
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 21, 2023

Hi @Cyrille gerhardt - I'll investigate the errors you're facing on our contact form on my end, thanks for sending that through.

As I've mentioned previously, we cannot solve your issue over the Community as it is a billing issue. We will reach out on CA-2509924 in the next few days. 

Cyrille gerhardt August 25, 2023

Hello, t sent over the details to be refunded

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