Complaint: Extremely Slow Billing Support Response and Unresolved Issues

[patiwat-w]

I would like to formally report that GitHub Billing Support has been extremely slow and unresponsive.
   •   Support replies were so delayed that I had to open multiple additional tickets.
   •   Yet those other tickets received no response at all.
   •   As a result, my issue was never resolved in a timely manner, even though it directly prevented me from using the service.
   •   This delay caused significant disruption to my work, forcing me to pay for another AI service just to continue working.
   •   Despite being a long-term paying subscriber, I did not receive the level of support that should reasonably be expected.

I request that GitHub review the responsiveness and effectiveness of the Billing Support workflow.
This experience clearly shows that the current support process is not adequate and does not meet the expectations of users who rely on timely assistance.

[DruboZin]

Dear GitHub Support Team,

I am submitting this formal complaint regarding the significant delays and lack of responsiveness I experienced with Billing Support under Ticket #180968.

Summary of the Issue:

Support responses were so delayed that I had to open additional tickets in an attempt to receive assistance.

Unfortunately, those additional tickets were also left unanswered.

Because of these delays, my billing issue remained unresolved for far longer than acceptable, preventing me from using the service I was paying for.

The disruption forced me to subscribe to another AI service just to continue my work.

As a long-term paying GitHub subscriber, I did not receive reasonable or expected support quality.

Request for Action:

I respectfully request that GitHub review this incident and evaluate the responsiveness and effectiveness of the Billing Support process. My experience clearly indicates that the current workflow is failing to provide timely and adequate support to users who rely on GitHub for their work.

I hope that GitHub will address this issue seriously and improve the support process to avoid similar cases in the future.

Thank you for your attention to this matter.

Sincerely,
[Your Name]