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Urgent: Unauthorized $1,152 Charge and Inaccessible Account – Immediate Billing Intervention Required

  • January 12, 2026
  • 1 reply
  • 32 views
함호영

Hello,

I am submitting this ticket due to an urgent and serious billing issue involving an unauthorized high-value charge and an inaccessible account.

Situation Overview

  • The original account owner has left the company

  • We do not have access to the account or the associated email

  • Account credentials were not handed over, and internal recovery is not possible

  • As a result, we are unable to log in and manage billing or cancel the subscription

Unauthorized Charge Details

A charge was processed yesterday (January 11) without authorization from our organization:

  • Plan: Starter (Annual)

  • Amount: $1,152 (KRW 1,720,750)

  • Payment date: January 11

  • Card last 4 digits: 1911

  • Card expiration date: 12/28

This is a significant amount (over USD 1,000) and was charged without our consent, solely because we cannot access the account.

Why This Is Critical

This is not a standard cancellation request.
It is a billing and compliance issue involving an unauthorized transaction caused by an inaccessible account tied to a former employee.

Directing this issue only to a community forum is extremely concerning given:

  • The high monetary value

  • The risk of additional charges

  • The lack of account access

What We Are Requesting (Urgent)

We fully understand that payments may be non-refundable.
At this stage, we are NOT requesting a refund.

We urgently request one or more of the following actions:

  • Immediate removal of the payment method

  • Prevention of any future charges

  • Temporary billing suspension

  • Escalation to a billing/support team that can intervene in cases of inaccessible accounts and unauthorized payments

Our top priority is stopping any further charges immediately.

Please let us know if any additional verification or documentation is required.
We would greatly appreciate prompt escalation and assistance.

Thank you for your understanding and support.

Best regards,
Hoyoung Ham

Best answer by Celine_

Hi ​@함호영 , Celine from Figma here! Thanks for sharing all the details, . I understand the urgency of this situation.
To make sure this is handled securely and as quickly as possible, I’ve gone ahead and created a support ticket on your behalf and escalated it to the appropriate team for review. For reference, your case number is 1682143, sent to your email address haxxxx23@gxxxxl.xxm.

Someone from our Support team will follow up with you directly by email shortly. Thanks for your patience while they take a closer look.

Update: The support agent will need to verify ownership of the card associated with the account for security reasons. Please check your inbox and reply directly to your case so the team can continue investigating.

I’ll go ahead and close this topic here, thank you.

This topic has been closed for replies.

1 reply

Celine_
Figmate
  • Celine_
  • Community Support
  • Answer
  • January 12, 2026

Hi ​@함호영 , Celine from Figma here! Thanks for sharing all the details, . I understand the urgency of this situation.
To make sure this is handled securely and as quickly as possible, I’ve gone ahead and created a support ticket on your behalf and escalated it to the appropriate team for review. For reference, your case number is 1682143, sent to your email address haxxxx23@gxxxxl.xxm.

Someone from our Support team will follow up with you directly by email shortly. Thanks for your patience while they take a closer look.

Update: The support agent will need to verify ownership of the card associated with the account for security reasons. Please check your inbox and reply directly to your case so the team can continue investigating.

I’ll go ahead and close this topic here, thank you.

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