Cost Management
A Microsoft offering that enables tracking of cloud usage and expenditures for Azure and other cloud providers.
Contact Microsoft customer service—not Azure Sales—quote both existing case numbers, and ask the agent to route the requests to Azure Billing and review the severity of the unassigned original case.
Escalate the existing cases
- Use Microsoft’s country/region customer-service directory and select the number applicable to your location.^1^
- Provide:
- Both case numbers.
- The dates they were opened.
- The affected pay-as-you-go subscription.
- That both remain unassigned.
- That New message is disabled on the original.
- That the resource was deleted and new charges stopped on October 9.
- Ask specifically for:
- Routing to Azure Billing and subscription support, not Sales or general consumer billing.
- Help managing the original request.
- A review of its current severity and assignment status.
Azure documents customer service as the escalation route when an urgent severity change cannot be completed through the assigned engineer. Because this is now a credit review rather than an ongoing service outage, describe the impact accurately rather than requesting a critical-production severity.^2^
Billing and subscription support is available to Azure customers without purchasing a technical support plan.^3^
Check the disabled New message control
In Azure portal → Help + support → All support requests, open the original case. Managing a subscription-linked request requires one of these roles at subscription scope:
- Owner
- Contributor
- Support Request Contributor
- A custom role containing the required
Microsoft.Support/*permissions
If the signed-in account lacks that access, use the account that created the case or have a subscription Owner grant Support Request Contributor. Then reopen the case and check whether New message is enabled.^2^
If the role is already sufficient and the button remains disabled, report that as a case-management problem during the customer-service contact. Microsoft’s documented remedy for trouble managing a request is another support request explaining the problem with the original.^2^ You have already done that, so do not create further duplicate billing cases unless customer service explicitly directs you to.
Suggested escalation wording
Please route my two existing requests to Azure Billing and subscription support. The original courtesy-credit request has remained unassigned since October 9, and its New message control is disabled. The follow-up request opened October 18 is also unassigned. The affected resource was deleted and additional charges stopped on October 9. Please review assignment and severity, associate the two requests, and confirm which case will remain active.
A courtesy credit is discretionary, so escalation can obtain review but cannot guarantee approval. Share the subscription ID, invoice, usage details, and contact information only through the Azure support case or directly with the authenticated support agent—not in this public Q&A thread. Azure’s request form also advises against putting personal or confidential information in the general problem description.^3^
References