Hello,
I would appreciate some guidance regarding AWS Billing Support case handling.
I currently have two billing support cases open regarding an unexpected RDS charge issue related to the AWS Instance Scheduler solution. The original case was opened 24 days ago and remains in “unassigned” status. I added a follow-up note to the case 14 days ago to request attention, but there has still been no assignment or response.
A week ago I opened a second case in case the first one had encountered some routing issue, but that case also remains unassigned.
My understanding was that billing support cases typically receive an initial response much sooner, so I’m wondering whether:
- I may be missing some required action on my side
- The cases could be stuck somehow
- There is a better channel for escalating or routing billing cases that remain unassigned for an extended period
For context, the cases include a detailed technical and billing analysis with supporting data already attached.
Has anyone experienced something similar or knows the recommended next step in this situation?
Thank you very much for any guidance.
Regards
Hello Doug,
Thank you for taking the time to look into this and for sharing the concern internally.
I wanted to follow up because, several days later, both cases still remain in “unassigned” status. The first case was opened 33 days ago, and the second one 16 days ago.
My intention with the forum post was mainly to understand whether I might be missing something on my side. Since support cases are expected to receive an initial response much sooner, I’m unsure whether:
I completely understand that support queues can vary, and I’m not trying to bypass the process, I’m simply trying to understand if this situation is normal or if there is something I should be doing differently.
Thank you again for your help.