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Dear [Support/Sales Team],

 

I’m writing to express my concern and frustration regarding the Organization Plan tied to my account.

 

A few months ago, I sent an email requesting to downgrade the plan and reduce the number of seats as we no longer needed them. However, despite that request, I just received a new invoice charging for all seats, including those we no longer use.

 

In addition, I previously encountered unexpected charges for additional seats that were never intentionally added. There seems to be no clear way to cancel or manage the subscription directly from the dashboard, which makes the process even more frustrating.

 

I would like to know:

  • Did the Sales or Support team actually receive and process my downgrade request?

  • Why was the billing not adjusted accordingly after my communication?

  • How can I ensure the plan is properly downgraded or canceled to avoid further automatic charges?

I would appreciate a prompt and clear resolution to this issue, including a review of the charges and confirmation that the plan will not be renewed again without my consent.

 

Thank you for your attention to this matter.

 

Best regards,

Hi ​@Lam88 ,

 

Thanks for getting in touch. We sincerely apologize that you didn't receive the level of support you needed from our team initially. I've located your case in our system and have escalated it internally. Our support team is now actively working on it again to get the issue resolved for you.

I'm hoping they'll have a solution for you soon, but please do let us know if you don't hear back or if the issue persists.

 

Thanks for your continued patience.

Toku

Hi Toku,

 

Thank you so much for getting back to me and for escalating the issue internally — I really appreciate your support.

I’ll wait to hear from the team and hope the issue can be resolved soon. Please let me know if you need any further details from my end.

 

Thanks again for your assistance!

 

Best regards,

Lam

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