We are customer since 2016 and the handling of our tickets regards the payment, here credits, was always more than fair. It is more the case that Tribe29 supplied more than they charged us. I also cannot remember that we have charged for closing a ticket and if so I am sure Tribe29 is open to explain and negotiate. Its always a matter of asking.
The only thing I can complain is that its not so easy anymore to figure out what credits are consumed for what ticket. In the former customer portal it was clearly visible but that vanished. Looking forward to have that back.
So its not all bad 