[RESOLVED] Billing support case unassigned for 21days

Question

Hi everyone,
I'm happy to share that AWS has successfully processed my billing adjustment request.
I would like to express my sincere gratitude to:

The AWS Support Team. Everyone who replied to this post for your valuable suggestions and support. Your insights helped me understand the issue better and prepare a proper response to AWS.

Key takeaways for anyone facing similar issues:

Contact AWS Support and provide detailed information about the charges
Explain your preventive measures (CloudWatch alerts, Budgets, MFA, IaC practices)
Be patient, as it may take some time for the team to respond
Most importantly, manage your resources securely, read the AWS documentation thoroughly, and familiarize yourself with the pricing structure to avoid unexpected charges in the future.

Hope this helps anyone facing similar billing issues in the future!
Best regards

----------------------------------------

Hi everyone,

I'm looking for some advice regarding a billing support case that has been sitting in "Unassigned" status for over 21 days.

Case ID: ***************

Here's the background:

I opened a billing support case a while ago regarding some unexpected charges. The AWS support team was incredibly helpful and promptly applied the following credits within 3-4 days of opening the case:
- $840.00 credit
- $221.68 credit (BaseRegionsWithoutFiltering)

I'm very grateful for that quick resolution. However, there is still a remaining charge of $73.88 (AddRegionsWithoutFiltering) that has not been addressed. I added an update to the case asking about the status of this remaining amount, but the case has remained in "Unassigned" status ever since with no response.

I'm not sure how to interpret this:
- Does "Unassigned" mean the case is still open and waiting for an agent?
- Has the case been closed without notification?
- Should I open a new case for this remaining $73.88?

Has anyone dealt with a similar situation? Any advice on the best way to follow up would be greatly appreciated.

Thank you!

Removed case ID \- Rick N.

Riku_Kobayashi · Accepted Answer

Hello.

> Does "Unassigned" mean the case is still open and waiting for an agent?

If the AWS support status is "Unassigned," it likely means they are waiting for a support representative to be assigned.  
I don't think AWS support cases are closed without notice.  
It might be better to open a new case.  
As indicated in the response at the following URL, it seems that it may take some time to receive a response if AWS support is experiencing high call volume.  
https://repost.aws/questions/QUdd-87aK7TWOC2KFLDKYj9w/billing-support-case-unassigned-for-7-days-how-to-escalate#ANz3fSbkIeS72TRAeRVHr49Q  
> I understand the importance of resolving these charges, especially as a student.  
> As our internal teams answer cases using an ordered queue, response times can vary based on complexity of the issue and current support case volume. I've reached out to our internal Support team to convey the urgency of this situation.  
> To seek further updates and to ask questions, you can continue to use your case thread.

AWS Support - Rick · Answer

Hello there,

I apologize for the inconvenience you're experiencing. I was able to locate your case and I've shared your concerns internally to our Support team to ensure they're aware, and you should receive an update soon. Please continue to monitor your case for updates to come: http://go.aws/support-center.

\- Rick N.

Chaokovsky · Answer

Thank you so much for the quick response and the helpful information! I will go ahead and open a new case for the remaining $73.88. Really appreciate your advice!

[RESOLVED] Billing support case unassigned for 21days

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