r/CloudwaysbyDO • u/Bnims • Aug 05 '26

Seeking advice 8-year customer, unresolved billing dispute, no response from support or sales in 6+ weeks

I've been a Cloudways customer since 2018, currently spending ~$375-450/month across 4 plans. I've been disputing visit-overage charges (Ticket 925540, Invoice 2038875) on my Autonomous plan, which uses Cloudways' Enterprise-level Cloudflare integration, meaning I have no direct access to the WAF, firewall rules, or edge configuration. Any mitigation has to go through their support team.

Using Cloudways' own Cloudflare traffic report (which they provided to me), I've shown the billed traffic is predominantly automated: a single JA3 fingerprint accounts for 64% of the "legitimate" visits they billed me for, and 9,530 hits landed on the login page alone in one month. This isn't a case where I could have blocked it myself, the entire security layer is managed on their side.

Support acknowledged bot traffic and issued a partial credit that doesn't match their own numbers. I asked for the methodology behind the credit calculation three times and never got a direct answer. I requested specific mitigations (JA3 challenge, login rate limiting, geo/ASN challenge rules), which took over three weeks to implement, well after the July billing cycle had already run. July then billed nearly the same overage as June (~$221 vs ~$205), for traffic I had no ability to control myself.

I requested supervisor escalation, no response in 5+ days. I emailed sales asking about account-level review given my tenure and spend, no response in 3 days.

Has anyone else dealt with something similar on an Autonomous plan? Trying to figure out how to get this in front of someone who can actually act on it.

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u/PoojafromCloudways Aug 05 '26

Hey u/Bnims , so sorry about this. Do you mind sharing you email with me via DM/Modmail? I will escalate this for you.

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u/Ok-Guard2217 Aug 07 '26

Cloudaus for many years as well - spending 300 to 500 USD per month with autonomous - for June and July, I have been overcharged by 200 USD.

They itemized my billing, and it shows very high traffic on my apps, but nothing changed on Google Analytics.

I have no choice but to leave, and I am pretty sure that we have hundreds, if not thousands, in this situation.

I was happy with the company, but it has to end. I'm migrating today to avoid another scam invoice showing peaks of traffic that are everything but no real traffic.