Incorrect Charge After Downgrade (Case #14792028)

Hi,

In mid-January, I contacted DocuSign support to request a downgrade from my paid plan to the free version. At that time, my payment for 2025 had not yet been processed due to a card issue. The downgrade was successfully completed, but I recently discovered that I was still charged for 2025.

The reimbursement never went through, and after the downgrade, I lost access to the support center and my existing ticket, as the free version does not include support.

Please assist me with resolving this issue. My case number is 14792028.

Thank you.