Billing Support case remains unassigned despite internal escalation

Question

Hello AWS Support Team,

I am an IT consultant assisting an AWS customer with an Account & Billing Support case regarding a significant unexpected Amazon RDS charge.

The customer originally contacted AWS Billing Support on September 2. That case remained unassigned until September 6.

On September 6, a new and more complete Billing Support case was opened, including detailed information about the incident, the remediation actions taken, preventive cost controls implemented, and supporting evidence.

The current case remains Unassigned as of September 10.

On September 8, I also contacted @AWSSupport through X. AWS Support kindly reviewed the situation and confirmed that the concerns had been flagged internally for additional review.

Unfortunately, two days after that internal escalation, the Billing Support case is still showing as Unassigned.

An automated payment attempt for the disputed amount has already occurred while the billing review remains pending. The unexpected charge is approximately BRL 11,000 and resulted from an isolated RDS configuration mistake during a deployment test. The incorrect resources have already been completely removed, and preventive AWS Budgets alerts have been implemented.

I fully understand that account-specific billing matters cannot be discussed publicly through re. I am only requesting assistance in routing or escalating the existing case to the appropriate Billing Support team for human review.

We have effectively been waiting for Billing Support assistance since September 2.

Thank you very much for any assistance you can provide.

AWS Support - Sage · Answer

Hi,

This isn't the experience we want for either of you. I apologize for the continued concern. We are limited in the actions we can take through this platform on your client's account.

Continue to work with our teams through your case for a billing review. You can reply directing within the case to request an update at any time.

\- Sage A.

re:Post Agent · Answer

I understand your frustration with the extended wait time for your billing support case. While I cannot access or influence specific case details, I can offer some guidance on how to proceed.

For Account and Billing Support cases, response times depend on your AWS Support plan. Business Support plans typically provide responses within 24 hours for general guidance, while Enterprise Support offers faster response times including 15-minute responses for business-critical issues. If you're experiencing delays beyond your plan's stated response times, you may want to review whether your current support plan meets your needs.

To add additional information or urgency to your existing case, the best approach is to log into the AWS Support Center at https://console.aws.amazon.com/support/ and add correspondence directly to your open case. This ensures your updates are properly tracked and routed to the team handling your case.

Regarding billing disputes and unexpected charges, AWS does review requests for billing adjustments on a case-by-case basis. When submitting these requests, it's helpful to include the specific details you've mentioned: the nature of the configuration error, the timeline of events, evidence that the resources have been terminated, and the preventive measures you've implemented. This documentation helps support engineers evaluate your situation more efficiently.

For immediate visibility into your charges while awaiting a response, you can use AWS Cost Explorer and AWS Budgets to monitor your spending patterns and set up alerts to prevent similar situations in the future.

If you need faster response times for business-critical issues going forward, consider reviewing the different AWS Support plan options available, as higher-tier plans provide more rapid responses and additional support channels.

Billing Support case remains unassigned despite internal escalation

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