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

[Vickie Capes]

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

[Daniel Eads]

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

[Brant Schroeder]

@Daniel Eads thanks for the prompt response.

[Vickie Capes]

Thanks Daniel. I will wait to hear from them.

[Vickie Capes]

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

Thanks,

Vickie

[Daniel Eads]

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

[Vickie Capes]

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]

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

[Brant Schroeder]

@Vickie Capes Welcome to the Atlassian Community

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

[Vickie Capes]

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

[Brant Schroeder]

@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.

[Vickie Capes]

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

[Vickie Capes]

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

[Brant Schroeder]

@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 - https://confluence.atlassian.com/support/atlassian-support-offerings-193299636.html

Hopefully you get an answer soon.