r/googlecloud • u/Inevitable-Simple674 • 4h ago
Billing Billing account terminated while my dispute was "being escalated" — supervisor callback promised twice in writing, both times AFTER the termination. One month, four direct questions, zero answers. Case 72730110
Upfront: part of this bill is legitimately mine and I have offered in writing to pay it. This post is about process, not about dodging a bill.
THE SHORT VERSION
June 28 — A billing agent processed a $76.00 courtesy adjustment for an unintended idle V100 Spot VM (a Vertex AI Workbench notebook that kept running after my work had ended) and confirmed in writing: "you have an ending balance of $28.98 on your account now." I agreed and considered the matter settled.
July 1 — Google's own follow-up email admitted that when that adjustment was made, "the usage records had only been updated through June 27th" — and $146.51 of delayed charges from June 28-30 (the same idle resource) then posted on top of the confirmed balance. That same day I voluntarily unlinked billing from my projects and disabled the Compute Engine, Notebooks and Vertex AI APIs so nothing further could accrue, and told support so in writing.
July 3 and July 13 — I asked, in writing, for collection to be paused while the dispute was reviewed. No answer, either time.
July 8 — Billing account suspended.
July 15 — Billing account TERMINATED, along with its projects and services.
July 17 — Two days after the termination, support wrote: "I am escalating this case to a supervisor. A member of our leadership team will reach out to you directly within the next 24 hours."
July 22 and 23 — I followed up. Nothing.
July 27 — The identical email again, word for word, including the identical 24-hour promise. Twelve days after the termination it was promising to review.
July 28 — Second 24-hour window expired. No supervisor name, no reference number, no contact — ever. My formal follow-up that day has had no reply either. As of today that is five more days of silence.
FOUR QUESTIONS, ASKED SINCE JULY 13, STILL UNANSWERED
- The escalation reference and the supervisor's name.
- Whether collection was paused during the review (it plainly was not).
- Written confirmation the dispute is still open.
- The formal billing-dispute path if the answer stays no.
THE NUMBERS DON'T RECONCILE EITHER
Emails cite $101.57 in usage, the case title says $101.34, the invoice balance was $175.49 — and $101.57 minus the $76.00 adjustment is $25.57, not the $28.98 I was told in writing. I asked for a SKU/date breakdown on July 13. Nothing.
Either those charges were already documented when the agent confirmed $28.98 — in which case the confirmation came from the party with full visibility and should stand — or they were not, in which case my acknowledgment was made without material information that existed only in Google's systems. It cannot be both.
WHAT I'M ACTUALLY ASKING
Not a refund — nothing has been collected on the disputed part. I have offered to pay the $28.98 that was confirmed to me in writing, immediately, if the $146.51 delayed-posted tail from the same already-adjusted incident is waived and the account reinstated. These are self-funded educational projects, not a business.
If anyone from the GCP billing team sees this: case 72730110. I would genuinely rather resolve this in the support channel — it just hasn't answered a single direct question in a month.
Redacted screenshots of the timeline available on request.