MERIDIAN SOFTWARE — SUPPORT THREAD Account HV-2231 · Harbourview Marine · Meridian Ledger Exported 6 March 2026, 09:12 Constructed for teaching. Every name, company, invoice number and figure below is fictional. ================================================================================ [1] 3 March 2026, 09:14 From: Dana Okonjo-Reilly To: support@meridiansoftware.example Subject: Renewal invoice MS-44503 - this cannot be right ================================================================================ Hello, Our renewal invoice landed this morning at 17,004 GBP. Last year we paid 12,480 GBP. That is a 36% increase and nobody told us it was coming. I need a full breakdown of that number before it goes anywhere near our approvals process, and I would like the direct debit put on hold in the meantime. There is also a separate invoice from February that I still don't understand and that nobody has explained. It appeared in the middle of the term for no reason I can see. We have been a customer for four years and this is not how I expected the renewal to go. Dana Okonjo-Reilly Operations Manager, Harbourview Marine ================================================================================ [2] 3 March 2026, 15:02 From: Tom Alvez To: Dana Okonjo-Reilly Subject: RE: Renewal invoice MS-44503 - this cannot be right ================================================================================ Hi Dana, Thanks for flagging this. Let me take the two invoices in turn. Invoice MS-44120, dated 14 February, is 153.86 GBP. That is the pro-rata charge for the twelve seats added to the account on 14 February. Invoice MS-44120 covers the remainder of your current term only. Invoice MS-44503, dated 1 March, is your annual renewal for the term beginning 1 March 2026. On the price: the Meridian Ledger list price moved from 312 GBP to 327 GBP per seat per year at renewal. That change was notified to the billing contact on the account in December. So the increase you are seeing is mostly seat growth rather than price - your seat count is not what it was last March. I can hold the direct debit for ten working days while we sort this out. Let me know if you need longer. Tom Meridian Software Support ================================================================================ [3] 4 March 2026, 08:41 From: Dana Okonjo-Reilly To: Tom Alvez Cc: Callum Nwosu Subject: RE: RE: Renewal invoice MS-44503 - this cannot be right ================================================================================ Tom, I never received any December notice. It may have gone to Callum, who I have copied in - Callum, did you see anything from Meridian in December? Yes please to the hold. (And we are being billed for 52 seats when we asked to come down to 48, see below. That request went in on the 20th and I have heard nothing since apart from an automated close.) I would still like the breakdown I asked for. Dana ---------- Forwarded message ---------- From: Meridian Support Date: 24 Feb 2026, 02:11 Subject: [#8871] Seat count change request Status: Resolved - no action required at this time Requested by: d.okonjo-reilly@harbourview.example Received: 20 Feb 2026, 16:33 Summary: "please reduce us from 52 to 48 seats at renewal, 4 leavers end of Feb" This ticket was closed automatically after 72 hours without agent response. If this is still outstanding, reply to reopen. ================================================================================ [4] 4 March 2026, 08:52 From: Tom Alvez To: Dana Okonjo-Reilly Subject: RE: Renewal invoice MS-44503 - this cannot be right ================================================================================ Hi Dana, Following up on this from yesterday: > There is also a separate invoice from February that I still don't > understand and that nobody has explained. It appeared in the middle of > the term for no reason I can see. That is invoice MS-44105 and it is the mid-term seat addition I mentioned. It is not a duplicate of anything. I have paused the direct debit until 18 March. I can also see ticket 8871 was resolved on the 24th, so any seat change you requested should be reflected in the renewal. Tom ================================================================================ [5] 5 March 2026, 11:27 From: Callum Nwosu To: Tom Alvez Cc: Dana Okonjo-Reilly Subject: RE: RE: Renewal invoice MS-44503 - this cannot be right ================================================================================ Tom, Dana has passed this to me and I am afraid the position is worse than she realises. You have billed us twice for the same twelve seats. Tom confirmed on the 3rd that invoice 44120 covered the twelve additional seats for the year: >> Invoice MS-44120 covers the twelve additional seats for the term. Those same twelve seats then appear again on the renewal invoice MS-44503. Twelve seats at 312 GBP is 3,744 GBP of duplicate billing on a single account in a single quarter. I would also note that no price change notice was sent to anyone at Harbourview in December. I have checked. Please issue a credit note for 3,744 GBP. Until that is done I am instructing our AP team to withhold the full 17,004 GBP, not part of it. Callum Nwosu Financial Controller, Harbourview Marine ================================================================================ [6] 5 March 2026, 16:40 From: Tom Alvez To: Callum Nwosu Cc: Dana Okonjo-Reilly Subject: RE: RE: RE: Renewal invoice MS-44503 - this cannot be right ================================================================================ Hi Callum, Thanks for coming in on this, and I can see how the two invoices read as duplicate charges when they land a fortnight apart. On the price change, our records show the December notice was delivered to the billing contact on file. What I can do today is apply a goodwill credit of 250 GBP to the account while we finish reviewing. I appreciate that is not the number you asked for, but it is what I can authorise at my level without escalating. Tom ================================================================================ [7] 6 March 2026, 07:58 From: Dana Okonjo-Reilly To: Tom Alvez Cc: Callum Nwosu Subject: RE: RE: RE: RE: Renewal invoice MS-44503 - this cannot be right ================================================================================ callum this went to you on the 8th, see below, so it was sent tom the 250 doesnt relate to anything either of us has raised and nobody has answered the seat question yet. thats the third time ive asked we are at the point where i need one email that says what we actually owe ---------- Forwarded message ---------- From: Meridian Software Billing To: c.nwosu@harbourview.example Date: 8 Dec 2025, 06:00 Subject: Changes to your Meridian Ledger subscription from 1 March 2026 ... the list price for Meridian Ledger will move from 312 GBP to 327 GBP per seat per year, effective from your next renewal date. Existing mid-term seat additions are charged pro rata at the price in force at the time of the addition. ... [remainder of message truncated] Sent from my phone ================================================================================ END OF THREAD ================================================================================