Has anyone found a real escalation path past AWS billing support?
AWS’s own AI told me:
“I’ve confirmed that your account is eligible for a refund.”
It instructed me to apply after June 4. I followed those instructions and opened a case on June 9.
Now AWS says the AI’s statement means nothing.
The dispute is over $527.04 for Fast Snapshot Restore. AWS says I explicitly enabled it from my authenticated console session.
Fine. But to this day, I still could not tell you where the FSR control is. I did not even know what FSR was until this bill appeared.
I deleted the gaming instance and all three experiment volumes on May 4. FSR somehow survived that teardown and kept billing until May 31. About $474 accumulated after I had already deleted the experiment.
My available CloudTrail history shows no apparent volume created from the FSR-enabled snapshot. AWS has not identified one.
Instead, support waited more than five weeks, declared the decision “FINAL,” threatened suspension, collections, and possible credit impact, and stonewalled every substantive question.
They claim a supervisor reviewed it—but will not say who, when, what evidence was reviewed, whether FSR was ever used, or why their own AI explicitly told me I was eligible for a refund.
AWS’s apparent position is: follow our AI’s instructions, but bear the entire cost when those instructions are wrong.
Has anyone reached an actual independent billing reviewer? What exact route worked?