Escalation: Missing Proration Credit / Double Billed in May (Tickets #4400605 & #4410826)

[Akshit09]

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Question

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Other

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Hi GitHub Community Team,

I am reaching out here because my support tickets regarding a significant billing error for our organization (Smart Joules) have been stalled for three months without a resolution.

When we adjusted our team seat count in May, the billing system failed to apply a proration credit from our previous payment, resulting in us paying for our annual seats twice in less than a month.

Here is the exact breakdown:

• April 30, 2026: We paid $1,376.75 for an annual Team Plan covering 29 seats (Invoice INV132867913).

• May 19, 2026: We reduced our seat count to 27.

• The Error: A new invoice (INV136213621) was generated for $1,214.34 to cover the 27 seats, but the system did not issue a proration credit to refund the unused balance of the April 30 payment.

• The Result: Because the credit was missing, our payment method was charged an additional $988.15 on May 26.

I opened Tickets #4400605 and #4410826 regarding this in May. Support responded on May 25 to say they were consolidating the requests to look into the discrepancy, but we have had absolute silence since then.

Could a community manager please flag Ticket #4410826 for the internal billing team so we can finally get this missing proration credit refunded?

Thank you,
Akshit

[justin24er]

Hey @Akshit09 , this is a clear-cut billing discrepancy with solid documentation on your end (invoice numbers, dates, exact amounts), so it really just needs the right internal team to actually look at it, three months of silence after a "we're consolidating" reply is well past reasonable.

A few notes since Discussions moderators/community members can't access or escalate billing tickets directly (only GitHub Support staff can):

1. Reply directly on Ticket #4410826 (not a new one) with a short, clear recap: the missing proration credit, the $988.15 overcharge, and the fact it's been 3 months since any update. Keep the same invoice numbers front and center, they're your strongest evidence.

2. Since this is an organization billing issue with a real dollar overcharge, it qualifies for priority handling, GitHub Support does have escalation paths for billing errors specifically, so explicitly ask in your reply for escalation to the billing/finance team, not general support.

3. If there's no response within another few business days, consider having your org's GitHub account owner/admin reach out too, org-level billing issues sometimes get routed faster when the request comes from the account admin rather than an individual member.

Genuinely hope this gets sorted quickly, a 3-month silent billing error is a fair thing to be frustrated about.