Hi Community,
Has anyone successfully escalated an issue with Smartsheet billing or support?
I’m struggling to get meaningful resolution. I paid our invoice in December, and shortly after received a second invoice. During my initial call, I was told this was a duplicate related to an account change we discussed but ultimately never moved forward with. However, the invoice continues to reappear.
It has now been nearly three months of dealing with the same invoice resurfacing, and I’m currently receiving notices that it may be sent to collections.
Each time I call, I’m told someone will follow up — sometimes I get one response, but then communication drops off. Emails to prior account managers have gone unanswered. I’ve also requested escalation by phone without success.
Has anyone had luck escalating to a specific department or leadership contact? If so, would you be willing to share a direct email or guidance on how you were able to resolve it?
I appreciate any help or direction.
Thank you.
