Need to dispute some charges. Please help.

[Randylyn Masse]

@Brant Schroeder 

I need to dispute a charge that was made in October 25, 2023.  I also saw I was double charged in 2022 when searching where my payment was being pulled from.  Please help.  Ever since this went to workspace, I have been confused.  Now I have 2 accounts, which was never intended.  I'm quite confused and frustrated.  Also, $239.98 was never a charge I looked to incur.  Thank you. Randylyn Masse

[Dave Rosenlund · Accepted solution]

Hi, @Randylyn Masse. The Atlassian Community Leaders like @Brant Schroeder (and me) are your peers. We are customers (like you) or we work for Atlassian partners. So, we cannot help you resolve a billing dispute.

For that, you'll need to contact Atlassian. Look for the right help on this page:

Get Help with Trello

Hint: scroll to the bottom of the page.

Good luck,

-dave

[Brant Schroeder]

@Randylyn Masse I have also escalated this in the community just in case you are having issue contacting support.  

[Alex _ Trello]

Hi @Brant Schroeder - thanks for this. 

@Randylyn Masse - I can see that you've raised four tickets with our billing / sales team over the years, and all of them have been answered. The latest, CA-2648239, was responded to in November 2023, but we never got a response from you on this ticket. 

Your last charge was in October 2023, so I'm not sure what payment you're referring to. We also can't really assist with payments as far back as 2022 - we offer a no questions asked 30 day refund policy, so this is a bit far out of that. 

I think some of your confusion here may be because you're paying for two billable users, as you have two Workspace members in your Premium Workspace, yourself and another user. Therefore, it's expected that you would be paying for two billable users. 

I'd highly recommend raising a new ticket with our billing team as @Dave Rosenlund mentioned above to discuss your billing situation, and make sure you keep an eye out for replies on the ticket you raise so you can have a chat with our billing team and get everything cleared up. 

[Randylyn Masse]

@Dave Rosenlund Why does this say "Solved"?

My first request was to dispute the charge made Oct 25th, 2023 according to my bank account.  Im not sure why I have to pay for 2 people.  I make the boards and then have one person on the board be able to put things in the board.  I'm a small operation, it's myself and a virtual assistant sometimes.  There are 2 things that have been difficult for me.  

I never wanted a new account when it went to workspaces, for some reason it split my accounts to a free one and a paid one.  I was a gold member (5/mth) and that's the same thing I wanted.  I did respond right away that something was wrong with the billing to get it straight. I don't remember getting anything back.  I wanted a refund to stop whatever I did.  

When I go to the workspace (That I still don't understand, Trello was so much easier to  understand before the change) it says that I don't own the account, and I can't take certain actions.  I sent a picture in my first message. I will attach again.  

So, 3 things I am looking to get done.

1.) get a refund for the workspace, and bring me back to my free boards until I can figure what I need.  Please don't do this yet if it's going to delete any of my boards.

I don't need anyone else to be a user.  (I would like to understand first if I can have more than 10 boards, but only 10 active.  Is that correct?  I want to have access to my old boards in case I want to bring them up again.  I worked hard on those boards)

2.  Please explain the difference between a board and a workspace

3. How can I copy a list or card to a different board.  

Are you able to help me with this?  

[Alex _ Trello]

Hi @Randylyn Masse - I have marked Dave's answer as the correct one as he is right - you need to raise a ticket for this. We do not support billing issues in the Community.

Please raise a ticket to discuss these concerns at https://trello.com/contact 

[Brant Schroeder]

@Alex _ Trello I believe that the issue was they were having issues raising a request and that is why they reached out on community to get help raising the request.  (This was stated in another community post) 

@Randylyn Masse were you able to raise the request on the Trello contact page?

[Alex _ Trello]

Hi @Brant Schroeder - I can confirm Randylyn has raised tickets in the past that have all been responded to and was able to raise a ticket today. 

[Randylyn Masse]

@Brant Schroeder I received an email today to schedule assistance.  Thank you!