$1K credits expired/charged and $5K tier link broken

Hi,

I’m having a serious issue with my startup credits. I was granted $1,000, but the moment my VM usage hit that limit, the credits were marked as "expired" instead of being used. My card was then charged for the full amount without any credit deduction.

Also, the page to apply for the next $5,000 tier is completely inaccessible to me even though I've provided my business info.

I already opened a billing support ticket for this, but they told me they can’t help because it’s "out of their jurisdiction."

If the billing team can't fix a credit and charging error, who am I supposed to contact? Can someone tell me what is going on with my account and point me to the right team that actually has the authority to fix this?

Thanks.