How can I get Microsoft to respond to my billing support request?

To get a faster response and address the severity and billing dispute, use these steps:

1. Create or update an Azure billing support request in the Azure portal
   • Go to Help + support in the Azure portal.
   • Create a new support request for Billing (or open the existing one if it allows editing).
   • Clearly describe that you are being billed for services you did not enable and that the charges are 25–50x your normal month.
   • This is the official path for Azure billing issues: “Create a support request in the Azure portal.”
2. Try to change the severity level of the support request
   • In All support requests, select the existing billing support request.
   • Select Change severity.
   • If no engineer is assigned yet, select a higher severity level and then Change.
   • If an engineer is already assigned and you cannot change the severity directly, select OK on the dialog and then send a message in the case asking for a severity increase due to the large, unexpected charges.
   • Note: The maximum severity level available depends on the support plan, and in some plans the severity cannot be changed.
3. Escalate by phone if severity cannot be changed and the issue is urgent
   • If the case already has an engineer assigned and you urgently need a higher severity but cannot reach them, call Microsoft customer service and ask the agent to change the severity level for the support request.
   • Customer service is available at all hours for this kind of escalation.
4. Make sure the request is clearly marked as a billing dispute
   • In the ticket description and follow‑up messages, explicitly state:
     • That the charges are for services not intentionally enabled.
     • The size of the overage (25–50x normal).
     • That this is a billing dispute and needs urgent review.
5. If you are in a startup or special program
   • For cost and billing questions, the guidance is still to open a support ticket in the Azure portal. Ensure the ticket type is Cost and billing so it routes correctly.

These steps ensure the request is in the correct Azure billing queue, with the highest severity allowed by the support plan, and give a path (phone) to escalate if the portal does not let the severity be changed.

References:

• Cost Management + Billing frequently asked questions (FAQ)
• Manage an Azure support request
• Technical Guidance & Support Overview
• Retroactive billing update inflated 20-day charges from ~$210 to $1,683 CAD without prior notification - Microsoft Q&A