Amazon Web Services India Private Limited — Urgent Complaint Regarding AWS Account Issues and Lack of Support

Address:	Block E, 14th Floor, Unit Nos. 1401 to 1421 International Trade Tower, Nehru Place, New Delhi, Delhi, 110019
Website:	DNS Services called Route53.

Subject: Urgent Complaint Regarding AWS Account Issues and Lack of Support

Dear Sir/Madam,

I am writing to bring an urgent matter to your attention regarding the unresolved issues with my AWS (Amazon Web Services) account. Despite numerous attempts to seek assistance from the AWS support team over the past three months(April2023), I have not received a satisfactory resolution to my problem. Therefore, I am left with no choice but to escalate this matter to the Consumer Court for appropriate action.

To provide you with an overview of the situation, my AWS account, associated with the Account ID [[protected]] and registered email [[protected]@smartlogicit.com], is at risk of closure due to non-payment of bills. Unfortunately, I am unable to sign in to my account as my MFA (Multi-Factor Authentication) device was stolen. The inability to access my account has led to significant operational disruptions and the potential loss of my business's domains.

We tried to reached AWS support team by using following email id's and online support form.
https://aws.amazon.com/forms/aws-mfa-support

"aws-cs-mfa-form" ;
"S" ;
"Amazon Web Services India Private Limited" ;
"Deepak Raveendranathan" ;
"senmadhu" ;
"Amazon Web Services" ;
"abhjpan" ;

I have made repeated efforts to resolve this issue by creating several tickets with the AWS support team. However, despite my persistence, none of these tickets have yielded a satisfactory solution. The following are the case IDs associated with my previous attempts to seek assistance:

- Case ID: [protected]
- Case ID: [protected]
- Case ID: [protected]
- Case ID: [protected]
- Case ID: [protected]
- Case ID: [protected]

Below the details associated with my AWS account:

Account ID: [[protected]]
Registered Email: [[protected]@smartlogicit.com]
Registered Mobile Number: +91 [protected]
Document GST: submit to AWS
Company PAN: submit to AWS

Last bill transection information which we paid:

Value Date | Transaction Remarks | Debit Amount
21-Jan-23 | BIL/ONL/[protected]/AMAZONPAY/awsdec | 110.04
25-Feb-23 | BIL/ONL/[protected]/AMAZON PAY/aws | 1271.01
13-Mar-23 | BIL/ONL/[protected]/AMAZO N PAY | 717.45

In addition to these unsuccessful attempts, I have taken the following steps to address the issue:

1. I have been unable to reset my MFA as I do not have access to the security question answers. These were initially set up by my IT personnel, who unfortunately lost their life during the COVID-19 pandemic.

2. There is no IAM user associated with my AWS account, which would allow me to log in and remove the MFA from my account.

3. The phone number ([protected]) linked to my AWS account is not receiving any calls or OTP messages for verification purposes, and I am uncertain as to why this alternative sign-in method is not functioning correctly.

4. Outstanding bill dues on my AWS account have remained unpaid due to the inability to access my account. This situation places my business at risk of service termination, which would result in significant financial losses and reputational damage.

5. Currently, I possess only my company's government ID proofs and documents, which serve as evidence of my business's identity and existence. I sincerely request that AWS or its senior decision-makers consider the severity of my situation and provide an exception after reviewing the provided information. Failure to do so would force me to lose my domains and adversely impact my trust in AWS services going forward.

Given the urgency of the matter, I implore you to intervene promptly to assist me in recovering my AWS account. I also request the necessary support to update my authentication method or temporarily bypass it to regain control over my account.

I would appreciate if you could provide me with information regarding the AWS Support & Escalation Matrix, which outlines the escalation process for resolving customer issues.

In the absence of a satisfactory resolution within the prescribed timeline of [specify your desired timeline], I will have no alternative but to seek legal recourse through the Consumer Court to safeguard my business interests. I trust that you comprehend the gravity of this situation and the potential repercussions it poses to my business operations.

I kindly request your immediate attention and support in resolving this matter. Please acknowledge the receipt of this email and provide me with regular updates on the progress of my case.

Thank you for your understanding and cooperation in addressing this urgent issue.

Yours faithfully,
Sanjay