Following up on closed billing bug thread: Cloud Support refused 100% refund for Case #62468292, capped adjustment at 90%

Gemini API
, , ,
1

Hi @Logan_Kilpatrick and Google AI Team,

I am opening this new thread as requested following the closure of the previous topic regarding the Gemini API cost surge anomaly.

I am an independent developer affected by the confirmed platform bug where charges spiked unexpectedly to $8,367.11 on Project travelapp-4618.. (Billing Case #62468292).

Despite executive public acknowledgment stating that affected users would be fully credited, Google Cloud Support has officially closed internal appeals and refused to issue a 100% adjustment.

Key Breakdown of the Deadlock:

  • Arbitrary 90% Cap: Cloud Support applied a 90% adjustment and declared it the “absolute maximum allowable limit for this specific incident,” effectively leaving me on the hook for the remaining balance (~$836+) for an acknowledged Google-side bug.
  • No Logs / Substantiation: Support repeatedly refused to provide backend logs or technical evidence justifying why a user should bear financial responsibility for a confirmed infrastructure error, citing internal policies.
  • Closed Escalation Loop: When instructed to contact the specialized Billing Support team (Case #64623442), that team immediately closed the ticket and bounced me back to Tier 1. Tier 1 representatives then rotated shifts, repeated copy-pasted rejection templates, and finally stated that internal review processes are fully concluded.

Because internal support channels have completely exhausted all avenues without technical accountability, I am currently preparing formal filings with the Japan Consumer Affairs Agency (消費者庁) and the National Consumer Affairs Center (消費生活センター) under consumer contract protections.

Before taking these regulatory and external steps, I wanted to bring this directly here as suggested. We need cross-departmental alignment between Google AI Studio leadership commitments and Google Cloud Billing enforcement.

Could the team please look into Case #62468292 and ensure the promised 100% resolution is honored?

Thank you.

Evidence 1: Billing Support confirmed the charge was due to the Gemini 2.5 Flash image generation bug and claimed to adjust “all incorrect charges.”

support
support684×780 59.7 KB

Evidence 2: Cloud Support later refused to credit the remaining 10%, claiming the 90% adjustment is final.

image
image1444×448 40.2 KB

Evidence 3: Unresolved $838.26 balance actively pending on my billing account with an account warning.

image
image1115×375 15.3 KB

2

To provide additional context on how long this issue has persisted:

I have previously posted multiple times regarding this exact incident in the original thread (Gemini API cost suddenly skyrocketed - #48 by NeroAmy). Unfortunately, I did not receive direct assistance or follow-up from the Google AI Team on the forum at that time.

Because of the lack of resolution here, I was forced into an extensive, exhausting email exchange with Google Cloud Support. This billing dispute has now dragged on for nearly a full year without a proper resolution.

The tipping point is that Support continues to outright refuse the remaining 10% adjustment while providing zero technical evidence, logs, or clear reasons for their determination. Instead, they repeatedly hide behind vague statements claiming it is a “firm internal decision.”

It is deeply concerning and frustrating to see a company of Google’s scale operate with such non-transparent processes, evading basic customer accountability for a vendor-side infrastructure bug.

To the community: Has anyone else encountered this kind of brick wall and lack of transparency with Google Cloud / Billing Support regarding acknowledged platform bugs? If you managed to get a fair resolution or escalate past the Tier 1 automated responses, how did you resolve it?

Any insights or advice would be greatly appreciated.

3

Hello @NeroAmy ,

We have escalated this to the internal billing team.

4

Thank you @Mahesh_Sutar for escalating this.

An update for the team: A Billing Specialist (Sumanth) has reached out via email and confirmed that they have initiated the remaining $838.26 USD credit adjustment for Case #62468292.

I am currently waiting for the credit to fully process and reflect on my Google Cloud Billing console. Once the balance is cleared, I will post a final update here to confirm resolution.

Really appreciate your support in getting this unblocked!