I'm a student using AWS for the first time, and I've received a much larger bill than expected. I opened a support case two days ago and also asked about it through the public question-and-answer site, but the case is still unassigned and I haven't received a response. I can only see a web-support option, and I'm worried because I can't afford the bill. Should I open another case or upgrade to a support option that offers chat or phone assistance?
3 Answers
If your current support plan only provides web contact, check whether your account has access to a trial or a paid support tier with chat or phone support. That may provide a faster escalation path, but it can involve an additional fee, so review the cost before signing up. Also check your account for running resources and stop anything you don’t recognize so the bill doesn’t continue increasing.
A few people have had poor experiences with repeated follow-up cases being closed without resolving the original issue. Instead of opening multiple tickets, add a concise update to the existing billing case with the case number, the amount charged, when you noticed it, and a request for escalation. Save screenshots and billing details in case the support team asks for them.
Response times can vary a lot, especially for billing cases. Some users report waiting weeks for a case to be assigned, so an unassigned status doesn’t necessarily mean it was ignored. Keep all updates in the original case rather than creating several duplicate tickets, and clearly explain that the charges are unexpected and that you’re a student who can’t pay them.
That’s what worries me—the support option may cost money, and I’m already unable to pay the unexpected charges. The case has still been unassigned after five days.