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8

Charged for $2200+ in API call I didn't make

Community Beginner ,
May 26, 2023 May 26, 2023

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Amazon Marketplace informed me I went over budget on May 23rd on Acrobat Services API. I usually have a ~$5.00 montly bill for document OCR that is integrated into one of my personal utilities.  According to AWS I made over 40,000 calls on that day alone and racked up $2200 in charges for Acrobat Services API. 

 

2023-05-25 05_37_57-https___us-east-1.console.aws.amazon.com_billing_home_region=us-east-1#_bills_ye.png

 

First thing I do is go check the logs on my utility that uses this integration to see if something has gone terribly haywire.. Nothing. It actually hasn't been invoked in weeks (normal).

 

Next up I open a ticket on AWS, and the head over to Adobe support. After going round and round with chat agents, you find out that they are not trained in API at all.. As far as the chat agents were concerned, I didn't even have an account.  In the end, the guy just told me to take it up with Amazon, and they would issue a refund..

 

Now another day has gone by and Amazon has responded to the ticket I opened there, and (spoiler alert).. they say it's not their problem and I need to take it up with Adobe. The only contact mechanism they could provide me was this forum.

 

Now that a full 24 hours has come and gone, I can also post my "Insights" screenshot from the adobe developer console which confirms that no API calls were made on May 23rd.

 

zero API calls.png

 

This is not an insignificant amount of money were talking about, so I think some actual help from Adobe is warranted.

 

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Community Beginner ,
May 26, 2023 May 26, 2023

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Same thing happened to us as well. We woke up to a ~5K bill without the usage. Not great!

 

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Community Beginner ,
May 26, 2023 May 26, 2023

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The exact same thing happened to us! We're usually around $1000/month, on the 24th of May we had $4700+ on one day alone! 

 

Adobe has been totally unresponsive, and this isn't the first issue we've had of this magnitude.

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Adobe Employee ,
May 26, 2023 May 26, 2023

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@Guy30062981boib  @Luigi2962854224bm @JohnSilver 
Sorry for the inconvenience caused and thanks a lot for reaching out.
We're looking into the problem and will respond in detail once we figure it out, and make any reconciliations in the case where mistakes have been made.

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New Here ,
May 30, 2023 May 30, 2023

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@Anubhav5FC5 Will the reconciliations be made before the monthly bills are sent out tomorrow?  This will become much more of a problem if people are invoiced for these huge charges before you fix them.

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New Here ,
May 26, 2023 May 26, 2023

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I experienced the exact same issue on May 24th. We haven't used this API since December 2022 and we were charged over $37,000 all on May 24th 2023. On the developer.adobe.com/console dashboard we see that our usage is 0 this month, and yet we were charged for over 750,000 requests. I spent over half an hour talking to Adobe Support and regardless of all the escalations no one from Adobe knew how the AWS Marketplace subcription worked and told me to speak with Amazon as if Adobe has nothing to do with this.

 

This is also not the first time they've made major mistakes with the billing for our account.

 

This is extremly unprofessional and concerning from Adobe. @Anubhav5FC5 please contact me ASAP so I can provide you with more information about our case. As it is absolutley insane that we're being falsy charged over $37,000. This needs to be resolved ASAP.

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Community Beginner ,
May 26, 2023 May 26, 2023

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Just for clarity. I was mistaken on the date when I made the original post. My charges were also made on 5/24. 

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Community Beginner ,
May 28, 2023 May 28, 2023

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Community Beginner ,
May 30, 2023 May 30, 2023

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Same issue here, charged without any usage of the API.

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Adobe Employee ,
May 30, 2023 May 30, 2023

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We identified a metering issue that led to incorrect usage reporting on May 24th for some of our customers subscribed to our PDF Services API listing on AWS. We are actively working with AWS to resolve the issue for all affected customers to avoid erroneous charges. We’ll keep you updated as we learn more.

 

We apologize for any inconvenience this may have caused. Thank you for your patience. 

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Community Beginner ,
May 30, 2023 May 30, 2023

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Same issue here, we were charged over $8,000 on May 24th 2023.

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Community Beginner ,
Jun 01, 2023 Jun 01, 2023

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Any update on this, considering its pretty urgent?

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Community Beginner ,
Jun 01, 2023 Jun 01, 2023

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Now that the billing period is over, I figured I would check things out. An adjustment has been made to my Acrobat API Services charges, but it is still wildly inflated.

 

Guy30062981boib_0-1685631412811.png

 

Down from $2211.30, but still $971.03. I certainly hope this wasn't their 'fix'.

 

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Community Beginner ,
Jun 01, 2023 Jun 01, 2023

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Ours has been completely wiped on the AWS bill itself, but the usae is still recorded in the AWS cost explorer.

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Community Beginner ,
Jun 02, 2023 Jun 02, 2023

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We experience the same issue. We received a huge bill for a massive reported spike in usage on May 30th which had no corresponding usage increase from our own logs. Since it was at the end of the month we've had no time to react to it and support has been unresponsive. Has Adobe responded to anyone or adjusted anyone's bills?

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Community Beginner ,
Jun 22, 2023 Jun 22, 2023

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Just as a close out to this thread. In the end, the amount was never charged to my card by AWS. This was the right forum to bring this to, and the issue was rectified, with an email going out this week stating that they had some issues on May 24th.

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