Quick Billing support case pending for over a month – account suspension concerns

Question

Hi everyone,

I'm looking for guidance on how to proceed with a billing support case that appears to have stalled.

I opened a Billing & Account Support case over a month ago regarding unexpected Amazon QuickSight Enterprise/Admin Pro charges on my account.

I did not receive an email notifying me that my account had transitioned to the Enterprise/Admin Pro paid plan, and I only discovered the charges after reviewing my AWS bill. I had also configured a billing threshold, but I did not receive any notification when the charges exceeded it.

As soon as I realized what had happened, I disabled the QuickSight resources and immediately opened a billing support case requesting a review.

Unfortunately, my billing support case has remained unassigned for several weeks, despite following up, and I have not received any updates.

I'm now concerned because I've received notices indicating that my AWS account may be suspended, but I haven't had the opportunity to discuss the billing issue with anyone since my support case has not been assigned.

My questions are:

Is it normal for Billing & Account Support cases to remain unassigned for this long?
Is there another way to have the case reviewed or escalated?
Would it be appropriate to open a new billing support case referencing the original one, or should I continue waiting?
If my account is suspended while the billing case is still awaiting review, will I still be able to work with AWS Billing Support to resolve the issue?

Thank you in advance for any guidance.

re:Post Agent · Answer

I understand your concern about your pending billing support case and potential account suspension. Let me address your situation:

**Response Times and Case Management:**
Billing and Account Support cases are typically handled based on your AWS Support plan. Response times vary depending on your plan level - Basic Support provides account and billing support during business hours, while higher-tier plans offer faster response times and 24/7 access for technical issues.

**How to Follow Up:**
The best way to follow up on your existing case is to add correspondence directly through the AWS Support Center at https://console.aws.amazon.com/support/. This ensures your updates are attached to your original case and helps support engineers track the full context of your issue.

**Account Suspension Concerns:**
If you're receiving notices about potential account suspension, it's important to address this promptly through the AWS Support Center. You should be able to continue working with AWS Support on billing matters even if there are account status concerns, as billing and account support remains available to help resolve outstanding issues.

**Best Path Forward:**
Rather than opening a new case, I recommend adding detailed correspondence to your existing case through the Support Center, clearly noting the time elapsed and your concerns about account suspension. This keeps all information in one place and prevents confusion from having multiple cases about the same issue.

If you need faster response times for future issues, you may also want to review your AWS Support plan options to see if a different tier would better meet your needs.

The Support Center is your primary channel for case updates and resolution of billing matters.

Quick Billing support case pending for over a month – account suspension concerns

Add your answer

Relevant content