My billing account google compute engine inexplicably been disabled

[Raul Obagi]

Inexplicably without warning my google compute engine billing account was disabled, and I made more intense search and investigation

I followed the steps as described so support page https://support.google.com/cloud/answer/3540854?hl=en (Disable or enable billing) in which they explain the following:

Enable billing

Sign in to the Google Developers Console.
From the Select a project drop-down list, select a project name.
In the upper right, select the Settings icon.
From the menu, click Project billing settings.
On the Billing page, click the Enable billing button.

and the referred button "Enable button billing" to which they refer in step 5 does not appear, I find no way to enable it again.

to rule out problems, I opened another account billing using the same credit card and my "instance" is activated but after a few minutes turns to disable my account billing again

Maybe I can be helpful with the following information:

Yesterday make a payment, there is a probability that is generated authentication problem with my main credit card?

I completely solvent with my payments

My situation is very urgent because my business depends on this server and now all my services are fallen

thank you very much for help.

[Ryan (Cloud Platform Support)]

Salutations Raul,

You should contact our Billing team and select 'Other' from the drop down menu.

[Dan Stokeley]

Hi Raul,

A more direct link for billing support would be this one:

https://support.google.com/cloud/contact/cloud_platform_billing?hl=en&cfsi=bronze_contact&cfnti=6186161&cft=3

Regards,

Dan Stokeley

Cloud Billing Product Manager

[Raul Obagi]

Hi Ryan and Dan in effect before writing here I had tried to contact with Billing team support, I wanted to keep trying these days but i do not receive any of any kind answer, I'm a little desperate because I have 6 days with this situation and they have not answered me, I had to open a second ticket as the first left me talking to myself and turned out that second ticket was worse, I have send around 17 messages imploring aid and practically was alone in the desert, and worse not even achievement know the reason for the suspension.

Two executives have assigned to me one for each ticket me and both the executive "Jorge" as the executive "Nadaine" simply left the conversation.

I fear that only seriously cater to customers platinium or gold, as they require them to pay $ 400 monthly, and really seems unfair to have to pay this much just to be heard.

It's sad but true, no one to turn to.

[Jesse Scherer (Google Cloud Support)]

Hi Raul,

I looked into the two billing cases which you referred to. I do see several messages from you and many responses from Jorge too. It looks like Jorge called you yesterday and that you discussed what information we need to further trouble-shoot.

As she mentioned in your second case, the reason that Nadaine stopped replying is because she closed your second duplicate billing ticket. As she explained, Jorge was still working and it does not make sense to have two separate people working on your problem without coordinating. 

Apart from your current issue, I want to address your fear that there is nobody to turn to. I hope that getting a call from Jorge today helps prove that every user can get billing and account help, and you don't need to pay $400 for Gold support in order to get help with your account. That level of support is intended for people who need to consult with us on application development and architecture. The technical support service guidelinesexplain this a lot more clearly than the main support page does.

Regards,

Jesse

[Raul Obagi]

Hi Jesse, thanks for answering, regarding my case, in fact there were many answers as you highlight, my discontent took place when suddenly there was an information vacuum that lasted about 2-3 days, likewise, this message wrote before returning to resume contact and telephone call received from Mr. Jorge, with respect to the opening of the second ticket I was forced to do so due to the lack of answers because my situation is critical (and still remains that have not revived the service).

Then open the second ticket also experienced the same situation with Miss. Nadaine and I repeat "this was again before resuming contact with mr. Jorge and the phone call."

So Jesse in this condition you describe you should take into account the time which formalize my complaint and not now re-route the contact.

The same sr. Jorge graciously understood me very well and very sympathetically told me that my place had also made the same complaint.

Yet mr. Jorge and I are working on solving the problem, we know what was the reason for the suspension which had me very confused, sends several identity verification and hopefully today or tomorrow at the latest all this situation is resolved.

I want you to know with all sincerity that is not my intention to undermine the efficiency of its services, I consider myself a fan of its technologies, and its mechanisms organized customer support, but I really think that was a victim of a crack in their protocols, a situation with which they are perhaps not used to dealing because here in Venezuela we have exchange controls and for that reason my behavior was atypical to do many repetitive attempts to pay with my credit card, I had the impression of being relegated by ignorance or lack of experience with such circumstances in my country.

I want to reiterate my thanks to your services for me are the best tool on the market and will remain so.

Very grateful for your interest.

[Jesse Scherer (Google Cloud Support)]

Raul,

Thank you for taking the time to explain more. Your case has taken longer than we would hope, and while our lack of experience with circumstances in your country is an explanation, it is not an excuse for the trouble you have had. There is nothing you or we can do about these particular circumstances, but we can learn from your situation and hopefully do better in the future.

Apart from that, you make some good points about case handling in general. I will make sure our billing team is aware of your suggestions.

Regards,