I've been overcharged an no one has answered my ticket
Asked by Vickie Capes:

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


Answers:
author: Daniel Eads
body: 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.

Thanks,  
Daniel \| Atlassian Community Support

comments: author: Brant Schroeder
body: [@Daniel Eads](/t5/user/viewprofilepage/user-id/1527694) thanks for the prompt response.


author: Vickie Capes
body: Thanks Daniel. I will wait to hear from them.


author: Vickie Capes
body: [@Daniel Eads](/t5/user/viewprofilepage/user-id/1527694)can you check on my ticket? I still haven't heard from anyone.

Thanks,

Vickie


author: Daniel Eads
body: 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.

Thanks,  
Daniel \| Atlassian Community Support


author: Vickie Capes
body: Thanks [@Daniel Eads](/t5/user/viewprofilepage/user-id/1527694) . 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.


author: Daniel Eads
body: 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)

Cheers,  
Daniel \| Atlassian Community Support


author: Brant Schroeder
body: [@Vickie Capes](/t5/user/viewprofilepage/user-id/4669265) Welcome to the Atlassian Community

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

comments: author: Vickie Capes
body: Thanks Brant. I still haven't heard anything. Do you know how long it'll take for them to respond?


author: Brant Schroeder
body: [@Vickie Capes](/t5/user/viewprofilepage/user-id/4669265) I would suspect a couple of business days or longer depending on number of issues they are dealing with at this time. [@Daniel Eads](/t5/user/viewprofilepage/user-id/1527694) 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.


author: Vickie Capes
body: Okay, thanks! I can be patient. I appreciate your message.


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


author: Brant Schroeder
body: [@Vickie Capes](/t5/user/viewprofilepage/user-id/4669265) 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 - <https://confluence.atlassian.com/support/atlassian-support-offerings-193299636.html>

Hopefully you get an answer soon.


Tags: atl-ca

atl-rvw

billing