Just had an awful experience with the support tickets
I'm pretty new to GitHub, and I needed to use it for school. I thought I needed GitHub enterprise and I saw it had a 30-day free trial so I signed up for it. June 13 until July 13 the conformation email said. Ended up not needing it, so I deleted it or tried to. Apparently something went wrong, but I did get an email stating something got downgraded to a free plan. So I assumed it was taken care of.
Few days ago I got a payment for GitHub enterprise, that shouldn't have happened. So I opened a ticket and explained what happened and asked for a refund:
First response I got said that, because there was activity in June I couldn't get a refund. My response, was that the activity was during a free trial and I shouldn't even have to pay for that. (I was under the impression that I paid for July)
Support responds by adding a receipt as proof that I paid for June and not July and that the service period was for 2026‑06‑13 to 2026‑06‑30. So I asked why I got charged for a free trial.
Support responds that I apparently cancelled my free trial on the same day as starting it (Why would anyone ever) And for some reason that chanced it to a paid version. I never got any email confirming that I cancelled my trail, meaning I had no way of knowing or confirming that information myself.
After that response I contacted PayPal and send a detailed description with proof of emails hoping they could mean anything for me. I send another comment to GitHub with a summary of what happened and the information given to me, with a final plea for my refund. PayPal approved my request the next day and i FINALLY got my refund.
Excuse my swearing: Holy shit did they make it difficult for me to achieve anything in this conversation. I felt like they kept pulling things out of their ass. I'm usually not the type of person to complain about customer service, but they were not helpful in the slightest. I tried finding things online about there customer support, but couldn't find many similar stories. Most of the complaints were about long waits, which i surprisingly didn't experience. Is this common for them? Or did I just get unlucky?