Review Time
AWS suspended our business account over an unpaid invoice of approximately $275. The problem? We tried to pay — multiple credit cards were rejected by their own payment system.
The consequences are catastrophic: we run a cryptocurrency trading platform, and hundreds of our clients' private keys are locked inside AWS's key management service. Our platform has been offline for days. Our clients cannot access their wallets or their funds.
AWS Support has been painfully slow and unhelpful. No emergency escalation, no alternative payment method, no sense of urgency whatsoever. They gave us a deadline of February 26th but haven't provided a functioning way to pay.
To summarize: AWS is holding irreplaceable cryptographic keys hostage over $275 that we are actively trying to pay. If you're running any business with critical data on AWS, understand that they can and will lock you out without warning, and their support won't save you.
Think twice before making AWS your single point of failure.
This has been the most frustrating experience I have encountered with the company. It's time to find an alternative. There seems to be no customer support available anymore, just an automated bot with no resolution. Our services have suffered greatly because of this.
I used AWS for 5 years for basic database hosting. My account was recently hacked, so they suspended it. Upon rectifying the situation I had to restore my DB myself. My bill then soared by 1000% and I have spent months back and forth with the support desk to figure out why the increase [meanwhile I refused to pay]. Their only concern was getting the money, not resolving my issue [other than suggesting the bills looked fine to them]. As I'm a basic user it's possible I did something wrong when restoring after the system was hacked but they weren't interested.They have now shut down my account and even suggested I go through courts if I don't like it. We never did get to the bottom of why they saw fit to increase my monthly bill 1000%. Maybe there's a yacht somewhere that needs maintaining!
Very terrible Business + customer support. Our business domain is still down after one week of support. One measure of a good business is what they do when things go wrong. AWS is virtually uncontactable, and incompetent support in the strongest sense of the word. Understanding of the issue is poor and follow through is very slow. I'd never write a review like this, my intent is to help other business operators avoid serious pain.
AWS is powerful, but my experience has been frustrating. Pricing is extremely complicated, and unexpected charges appear easily, making it hard to control costs. Even simple services can become expensive very quickly. The platform itself feels overly complex, with too many services and settings for basic tasks. Customer support is also disappointing unless you pay extra, which doesn’t feel reasonable given the already high costs. Overall, AWS may work for large enterprises, but for small teams or individuals, it’s expensive, confusing, and not very user-friendly.
Please escalate to Senior Management for review.1. No alternate prioritisation allowed on Account and Billing tickets. It is distressing and disgusting that AWS does not allow a category of anything other than 'General Inquiry - 7 day turnaround" for all Account and Billing matters after a customer has had their account incorrectly deactivated. To run a business for 10 years, and have the website pulled by an uncontactable Accounts Department is distressing. The website never should have been pulled.2. Severe internal communication issues and disconnect between teams.The Billing Team, doesn't speak to the Accounts Team, The Accounts Team doesn't speak to the AWS Activate Team, The AWS Activate Team doesn't speak to Customer's Account Managers,The Accounts Receivable Team doesn't speak with the Customer's Account Manager before deciding to pull a Customer's website down, destroying their business.3. Mixed lines of Authority. Accounts are saying one thing. Accounts Receiveable are saying another thing.Emilce E.'s email stating: "To move forward with reinstating your account, we'll need to address the pending invoices first." and asking me to make payment. In this case, does not apply to our Account as yesterday I already spoke with Christian Karlo Del Rosario, Sr. FinOps Analyst, AWS Accounts Receivable Team about a payment plan yesterday which he has submitted for approval. So where does Emilce get his/her authority from?4. Email updates sent from a No reply Unidentified Team. Emilce E. from an Unidentified Team within AWS (Maybe Accounts and Billing?) from a No Reply email address. Use Intercom so that all customers can easily reply to a thread. Always have staff display a phone number, and their Team Name, and their Time Zone and Location.5. Ununified, Uninformed Teams. Emails sent from Emilce E. reflected she/he had not communicated with the Accounts Receiveable Team, or our Account Manager.6. Unreachable Account Manager. Our Account Manager is unwell and is on leave. 7. Broken AWS Customer Support link on Qualtrics Survey Feedback Form 8. Excessive detrimental time delays. It's been distressing during peak Christmas period that an AWS Account reinstatement has been drawn out with an outage lasting almost 5 days - that could have been quickly resolved with a payment arrangement within 1 phone call of speaking to the Accounts Receiveable Team on day 1.9. Excessive text on automated submission emailsIn highly stressful situations, customers need to see 1 liner emails - whats wrong, and alternatives to fix it, and time frame for a fix - not an essay - cut the text!10. AWS stalled and set a ticket to pending customer action when the action was on Amazon to verify a credit card or call me. My same credit card was able to be verified by me. No changes. AWS should have immediately phoned me if there was a problem.11. This is not a delinquent account. This was a pre-arranged discussion with my Account Manager that I was Capital Raising and I originally asked whether deferment was possible. He confirmed it was possible for debts over $2000. I followed his instructions and created a Case and supplied the Case number to him. Did he speak with the Account Receiveables Team? Why were they unaware of my agreement? 12. Our Account Manager has never worked with us for any cost optimisation. I tried to raise this 6 months ago when AWS Partner Pump.co did some analysis on our account showing that our account could clearly be optimised.I will be migrating away from AWS to a competitor who have an onshore contactable team, and offered to optimise our account and cut our bill to a third of what AWS offered and I won't be returning.
I have been unable to access my AWS account for more than 30 days due to an MFA lockout. I have reached out multiple times via email with zero effective resolution. The only support call I received was impossible to understand because of Indians accent type shit, and no follow-up was provided. This level of service is unacceptable for a business-critical platform. Please provide a clear path to account recovery
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