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Billing waiver case unassigned for 60+ hours - any advice?

-1

Hi everyone,

I submitted a billing support case (Case ID: ***************) about 60+ hours ago requesting a one-time waiver on a ~$300 charge. I'm a student who was exploring EC2, ECS, and EKS to learn about cloud infrastructure, and didn't realize the EKS control plane fee and some running resources would add up the way they did. I've already terminated everything involved.

The case has remained unassigned this whole time, no agent has picked it up yet. I'm on Basic support, so I understand response times aren't guaranteed, but 60+ hours unassigned seems unusually long even for that tier.

Has anyone experienced something similar? Is there anything I can do on my end to get this moving, or is this just a queue backlog I should keep waiting out?

Thanks in advance for any guidance.

*Edit: Removed Case ID - Roman Z.

  • Sunny
    14 days ago

    Update: I received an AI-generated response from AWS Support requesting identity and payment verification. I've since submitted the required documents (ID and bank statement) along with the requested information. It's now been more than 24 hours since I submitted everything, and the case is still showing as unassigned. Would appreciate any insight on typical turnaround time at this stage.

    Thank you.

  • AWS Support - Kita EXPERT
    13 days ago

    Hi Sunny,

    I see that you updated your existing support case. However, the instructions provided in your case require you to open a new case to our Account Verification team. Review the case response thoroughly for the steps to follow: http://go.aws/support-center. An estimated response time is included within those instructions.

    - Kita B.

  • Sunny
    11 days ago

    Hi Kita,

    Thank you for the guidance. As suggested, I opened a new case with the Account Verification team (linked to my original Case ID) and submitted the required documents.

    It's now been 32 hours, and the new case still shows as unassigned. Could you help expedite this, or let me know if there's anything further I need to do on my end?

    I'd really appreciate any help moving this along.

    Thank you, Sunny Dev

  • Sunny
    10 days ago

    Hi AWS Support Team,

    It's been more than the defined time period, could you please help me to expedite this issue, as I have received a warning from AWS that my account will be deleted after 10th of August.

    Thanks.

  • Sunny
    10 days ago

    Hi Roman, Kita and AWS Support Team,

    Could you please please help me to expedite this issue or update me with this case, as my account will be deleted within hours and then I can not login or raise ticket with the support team. The both cases are still unassigned more than a week.

    Please help me here.

    original case ID: 1785680880006441 follow case ID: 178605908000173

Topics
Cloud Financial Management
Tags
Support CaseAWS Billing
Language
English

asked 15 days ago68 views

2 Answers
0

Hi there.

I apologize for the concern this has caused.

While I'm unable to action cases through this platform, I have shared your request with our Support team. Continue to monitor and respond to your case via our Support Center for further correspondence: http://go.aws/support-center.

— Roman Z.

AWS
MODERATOR

answered 15 days ago

EXPERT

reviewed 14 days ago

  • Sunny
    14 days ago

    Dear Roman,

    I have provided the required information on the case again, but still the case is unassigned. Could you help me with that further.

    Thank you!

  • Sunny
    10 days ago

    Hi Roman,

    I hope you are doing well. It's now been 50+ hours on the second case, and the new case still shows as unassigned. Could you help expedite this, or let me know if there's anything further I need to do on my end?

    Best, Sunny Dev

  • Sunny
    10 days ago

    Hi Roman, Kita and AWS Support Team,

    Could you please please help me to expedite this issue or update me with this case, as my account will be deleted within hours and then I can not login or raise ticket with the support team. The both cases are still unassigned more than a week.

    Please help me here.

    original case ID: 1785680880006441 follow case ID: 178605908000173

    Sunny Dev

0

I understand your concern about the wait time on your support case. While I can't comment on specific case timelines or assignment status, I can offer some general guidance.

For Basic Support, response times are not guaranteed and can vary based on current queue volumes. Billing-related cases, including waiver requests, are handled by AWS's billing team and may take time to review, especially during periods of high volume.

Since you're on Basic Support, your best course of action is to continue monitoring your case through the AWS Support Center at https://console.aws.amazon.com/support/. You can add additional correspondence there if you need to provide more information or context about your situation.

If you find you need faster response times for future cases, you might want to review your AWS Support plan options. Developer, Business, and Enterprise Support plans offer progressively faster response time targets for different case severity levels.

Regarding your specific situation with the unexpected charges: it's good that you've already terminated the resources. For future learning projects, consider setting up AWS Budgets with alerts to notify you when costs approach certain thresholds, and explore AWS Free Tier eligible services where possible. The AWS Cost Explorer can also help you understand your spending patterns as you learn.

For now, the best approach is to wait for the billing team to review your case through the normal support channels.

answered 15 days ago

AWS
MODERATOR

reviewed 15 days ago

EXPERT

reviewed 15 days ago

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