---
type: user
tier: premium
joined: 2025-06-15
aliases:
  - Sarah
  - Sarah Chen
sentiment: frustrated
last_contact: 2026-02-11
churn_risk: high
open_tickets: 1
total_spent: 594
last_issue: "Double-charged $99 (TKT-2024-003, escalated)"
---
# Sarah Chen

Premium tier customer. Has had recurring [[Billing]] issues.

## Preferences

- Prefers email over chat
- Timezone: PST (UTC-8)
- Communication style: Direct, wants quick resolutions

## Account Context

- Premium plan ($99/mo)
- 3 team members
- Using API heavily (50k calls/day)

## Issue History

- 2026-02-11: [[TKT-2024-003]] - Double charged, escalated
- 2026-01-28: [[TKT-2024-001]] - Payment failed, resolved
- 2025-12-15: Billing address update

## Notes

- Mentioned considering downgrade if billing issues continue
- Very technical - okay to share API details directly
- Key account - flag for priority support

## Open Items

- [ ] Follow up on refund status
- [ ] Send API usage report she requested

