2 months ago
"Hello, All the requested data is already available to you within your account. We will not be able to provide you with any data you do not already have access to. Given this, we will be closing out this thread. Best, Brody"
This response is absolutely unacceptable.
You have closed the thread without addressing the issue, and your claim that all requested data is available in my account is simply false. The detailed usage data for that billing period is not accessible, which is precisely why I contacted support in the first place.
It is absurd to refuse to provide the data that forms the basis of your own billing.
Any serious company — including utilities — is expected to be able to substantiate charges with verifiable usage records, especially when the customer reports a discrepancy between the amount shown in your own system (25) and the amount actually billed (29).
Closing a support case instead of addressing a legitimate billing concern shows a complete disregard for transparency and customer accountability.
This message constitutes a formal complaint and a record of your refusal to provide billing data.
If this is not promptly escalated to a supervisor or billing manager who can provide a concrete explanation and access to the underlying data, I will escalate this matter externally — including through a charge dispute and a public complaint regarding your handling of billing transparency.
I expect a written response with the relevant data or confirmation of escalation.
7 Replies
2 months ago
Hey there! We've found the following might help you get unblocked faster:
If you find the answer from one of these, please let us know by solving the thread!
2 months ago
This refusal to provide a proper explanation is deeply concerning.
In the past, I already experienced another situation where I was double-charged and simply ignored.
At this point, it is difficult to justify continuing with a service that shows such disregard for customer support and billing transparency.
Perhaps it would be better to consider alternatives — services that genuinely provide clear support and accountability.
I hope this message is taken seriously, as proper handling of legitimate billing inquiries is fundamental to maintaining customer trust.
2 months ago
Hi there,
I see your subscription is active, and we have charged you previously for the hobby plan and then some usage on top of that.
Could you please link the previous thread you are referring to, or provide more detail on your complaint?
Best,
The Railway Team
Status changed to Awaiting User Response Railway • about 2 months ago
2 months ago
Status changed to Awaiting Railway Response Railway • about 2 months ago
2 months ago
Hello,
All the usage data we have access to is available in your account through our self-service billing tools. Support does not have access to additional billing data beyond what's available to you.
You can view detailed usage breakdown here: https://railway.com/workspace/usage
Use the date arrows to navigate to your previous billing cycles, then expand your projects to view costs broken down by service.
Your past invoices are available here: https://railway.com/workspace/billing
Best,
Brody
Status changed to Awaiting User Response Railway • about 2 months ago
brody
Hello,All the usage data we have access to is available in your account through our self-service billing tools. Support does not have access to additional billing data beyond what's available to you.You can view detailed usage breakdown here: https://railway.com/workspace/usageUse the date arrows to navigate to your previous billing cycles, then expand your projects to view costs broken down by service.Your past invoices are available here: https://railway.com/workspace/billingBest,Brody
2 months ago
Hello,
Exactly. I have usage of 24.16 $ ans billed 29.72$.
Can you explain the difference?
Status changed to Awaiting Railway Response Railway • about 2 months ago
2 months ago
As mentioned previously, we cannot help with inquiries into self-serve data.
Please see your invoice for an explanation of charges.
https://invoice.stripe.com/i/acct_1HNrvlCJoPsRzQsd/live_YWNjdF8xSE5ydmxDSm9Qc1J6UXNkLF9UOVV3ekpDQ1RRdDhFVDBpdmtKMVM4RzkzRHpYcGdQLDE1MTE2OTE2Mg0200QxNkpBiO?s=ap
Status changed to Awaiting User Response Railway • about 2 months ago
Status changed to Closed brody • about 2 months ago