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Hi there - can you email me at pvh (at) heroku with a link to the ticket where you had a bad experience? This sounds like a bad UX bug that we need to fix, and I will make sure any unintended charges are taken care of.

I've also asked the PM for this project to look into what happened here and alerted the head of our support team. I hope you'll consider giving us a chance to make this right for you and a chance to re-earn your trust.

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I've now heard from two other people with the same experience: UI pushed a database upgrade, price was suddenly $50, support gave no help getting back to previous normal. Thank you for your email address, but no. The support ticket was a chance to regain my trust.

Any readers: I realize pulling large clients over a single small charge sounds like an overreaction, but client relationships are the health of a consultancy. $50 is a rounding error; partnering witha business willing to mislead for an upsell is an existential risk.

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