We’ve had incorrect VAT charged for ~2 years despite verified VAT. Two support cases, 2 weeks, no response. How do we get this assigned to AWS tax team?

Question

Hello,

We are an EU VAT-registered company and have been incorrectly charged local VAT on AWS invoices for an extended period, despite our VAT registration being verified in our account.

We have opened multiple billing support cases and provided all requested information. The issue has been identified as requiring review by AWS tax specialists, but our cases have remained unassigned or without response for over two weeks.

As this concerns incorrect VAT treatment and billing, we would appreciate guidance on how to get this properly escalated internally or assigned to the appropriate tax team.

We are not able to share account-specific details publicly, but can provide case IDs if needed.

Any assistance would be greatly appreciated.

Best regards

re:Post Agent · Answer

I understand your frustration with the VAT billing issue and the delays in getting it resolved. Here are the recommended steps to escalate your tax-related billing concern:

**For VAT and Tax Issues:**
Since this is a tax-specific matter that has already been identified as requiring AWS tax specialist review, you should ensure your support cases clearly indicate this is a VAT compliance issue. When working with AWS Support on tax matters, it's important to provide all relevant documentation including your VAT registration details and the specific invoices in question.

**Escalation Options:**
1. **Through existing support cases**: Request an escalation within your current support cases, specifically asking for the case to be routed to the AWS tax team. Make it clear this is a compliance matter affecting multiple billing periods.

2. **Support plan benefits**: If you have a Business, Enterprise On-Ramp, or Enterprise Support plan, you have access to faster response times and can request case escalation through your Technical Account Manager (TAM) if you have one assigned.

3. **Account management**: If you work with an AWS account manager or solutions architect, they may be able to help facilitate internal routing to the appropriate tax specialists.

**Important considerations:**
- Keep all documentation organized, including proof of VAT registration verification, affected invoice numbers, and the timeline of incorrect charges
- Clearly state in your communications that this is a tax compliance issue requiring correction across approximately two years of billing
- Request specific timelines for resolution and regular status updates

Given the extended timeframe and compliance implications, persistence in requesting escalation through your support cases while emphasizing the tax compliance nature of the issue should help get this routed to the appropriate specialists.

AWS Support - Aimee · Answer

Hi there,

I'm sorry to hear about this experience with your support cases.

I've raised your concerns internally to give your cases visibility.

Continue monitoring your cases for updates.

— Aimee K.

We’ve had incorrect VAT charged for ~2 years despite verified VAT. Two support cases, 2 weeks, no response. How do we get this assigned to AWS tax team?

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