Three AWS Billing cases remain Unassigned and account is suspended

Question

Hello,

I am looking for guidance regarding AWS Billing Support.

I currently have three billing support cases:

- ************** (opened May 18, 2026)
- ************** (opened May 24, 2026)
- ************** (opened June 4, 2026)

All three cases remain in "Unassigned" status.

My AWS account has already been suspended due to the outstanding balance, which is why I am particularly concerned about the lack of assignment of these billing cases.

The charges originated from resources that were accidentally left running in a personal learning and testing environment. All resources have since been terminated and I have verified that no billable resources remain active.

I am not asking for a new billing review through this post. I am trying to understand why the billing cases remain unassigned and whether there is an escalation path available.

Has anyone experienced billing cases remaining unassigned for this long, and is there an AWS escalation path available for Basic Support accounts?

I would especially appreciate guidance from AWS staff or anyone who has successfully resolved a similar situation.

Thank you for any guidance.

*Edit: Removed case ID — Kels S.

AWS Support - Kels · Accepted Answer

Hi there,

I apologize for any inconvenience the case delays have caused. I've communicated your concerns internally to our Support team, and they will assist you as soon as possible. Once our Support team completes their review, correspondence will be shared with you. Continue to monitor your case for updates: http://go.aws/support-center.

\- Kels S.

re:Post Agent · Answer

I understand your concern about your account suspension and the status of your support cases. Let me provide some guidance on how to proceed.

For billing-related matters, the best course of action is to work directly through the AWS Support Center at https://console.aws.amazon.com/support/. You can add correspondence to your existing cases to check on their status or provide additional information that might help expedite the review process.

Regarding case status and response times, it's important to note that these can vary based on your AWS Support plan level. Basic Support accounts have access to billing and account support, but response times differ from higher-tier support plans.

Since your account is suspended due to an outstanding balance, continuing to work through your existing cases in the Support Center is the appropriate path forward. The billing team will review your situation, including the context you've provided about the accidental resource usage in your learning environment.

I recommend logging into the AWS Support Center to add any additional relevant details to your cases, such as confirmation that all resources have been terminated and your account of the circumstances. This ensures the billing team has complete information when they review your cases.

While I cannot provide specific timelines or guarantee outcomes for billing reviews, working through the official Support Center channels is the proper way to address account suspension and billing concerns.

Three AWS Billing cases remain Unassigned and account is suspended

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