I created an AWS account about six years ago, apparently using promotional credit from Amazon. I experimented with a few services for work-related learning, then stopped using it. Now I'm receiving billing notices for the account, even though signing in with the email address says no account exists.
Support says they can't investigate unless I log in. The account recovery flow asks for MFA using a phone number I've never had, and the payment card shown in the billing notices isn't one I recognize. Several support representatives suggested blocking the charges, but I don't have access to that card. I've submitted multiple compromised-account reports and was promised callbacks, but nobody has followed up. I'm now receiving notices that payments are being declined, yet the billing emails continue.
How can I get AWS to investigate or stop these charges when I can't access the account and don't recognize the payment method? Should this be treated as potential identity or payment fraud rather than simply ignored?
2 Answers
AWS support is limited by its account-security rules when you can’t authenticate, which creates a frustrating loop. If you recognize or still control the payment card, contact the card issuer and ask them to block and investigate the transactions as fraud. Since you don’t recognize the card number, check whether the notices might be misdirected or tied to an old account, and preserve every email, case number, and billing reference for an account-compromise investigation.
If the normal support path is stuck, escalate through formal fraud and consumer-protection channels rather than continuing to open identical tickets. Clearly explain that you cannot access the account, the MFA number is unknown, and the payment method is not yours. Include the billing emails and case IDs, but redact sensitive information. A complaint with the relevant consumer-protection agency or business-accreditation organization may route the issue to an executive-relations or security team that can investigate without relying entirely on the inaccessible login.
Don’t treat this as an ordinary billing dispute if the card is not yours. The cardholder or issuing bank should report it as suspected fraud, while you keep records showing that you repeatedly notified AWS and requested an investigation.
That’s the problem: I can’t authenticate because the recovery phone number isn’t mine, and the card listed doesn’t appear to belong to me. Support keeps sending me back to the same login process.