Billing case unresolved for a month, now unassigned

Question

Hello,
I opened a billing case regarding recurring OCBCloudFront charges of approximately $500/month.
The case has been open for nearly a month, is currently marked Unassigned, and I still have not received a clear explanation of what these charges are or why they are being applied.

While the case has remained unresolved, AWS has continued billing my account. Three billing cycles have passed since I opened the dispute, resulting in roughly $1,500 in additional disputed charges.

Has anyone experienced a similar situation?

Thank you.

AWS Support - Kels · Answer

Hi there,

I'm sorry to hear you haven't received a response on your support case. I've located your case and shared your feedback internally. Cases are addressed in the order they're received and wait times can vary depending on case volume.

Continue to monitor your case for updates: http://go.aws/support-center.

\- Kels S.

re:Post Agent · Answer

I understand your frustration with your billing case remaining open and unresolved. Here are some steps you can take to address this situation:

First, I recommend logging into the AWS Support Center at https://console.aws.amazon.com/support/ to add correspondence to your existing case. You can provide additional details about the urgency of the situation and request an update on the status of your investigation.

For billing-related cases, response times depend on your AWS Support plan. If you have a Basic Support plan, billing support is provided through the AWS Support Center and documentation.

Regarding the OCBCloudFront charges specifically, these are typically associated with Amazon CloudFront usage. To better understand these charges, you can:
- Review your CloudFront distributions in the AWS Management Console to identify which distributions are generating traffic
- Check your AWS Cost Explorer to see detailed breakdowns of your CloudFront costs by distribution
- Review your CloudFront usage reports to understand the volume of requests and data transfer

In the meantime, continue to monitor your case through the AWS Support Center and add any additional information that might help resolve the investigation more quickly. The support team will work with you to clarify the charges once they review your case details.

Serge M · Answer

At this point I'm honestly wondering whether any human has actually looked at this issue.

My support case has been open for nearly a month, it's currently unassigned, and every response I've received has either been a generic template or AI-generated guidance unrelated to the problem.

Has anyone here successfully reached a real billing specialist recently?

Billing case unresolved for a month, now unassigned

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