I'd assume since it's a spike in costs, Amazon has more interest in keeping you as a customer, at your much lower typical usage, than to have you abandon, even if you have a huge bill.

Obviously if this was a typical problem, you would need to rethink your architecture and infrastructure needs.

In either case, expending a few neural cycles prior to the action would be beneficial.

I'm all for being able to initiate billing inquiries online--in fact, I'm ditching Bank of America because I can't dispute charges on line.

But in Amazon's case, this isn't a dispute, rather this is asking them to forgive a (hopefully) one time transgression, which is much easier to do by speaking to someone, than filling out a form.

I find it similar to haggling for a temporary reprieve in my fantastically high cable bill.