Abstract:
"When I woke up, I owed Tencent Cloud 50,000 yuan." Recently, a Tencent Cloud user "Memory Bread" posted that he received a notice from Tencent Cloud at 6 a.m. on October 3 that he owed 50,000 yuan in arrears.
According to online screenshots forwarded by multiple bloggers, the user said that after discovering that more than 50,000 yuan was incurred in his account, he continued to communicate with Tencent Cloud customer service for about two days, during which the relevant resources were suspended for about 17 hours due to arrears.
When subsequent users reported losses due to service interruption, the customer service initially offered a compensation plan of 100 yuan in vouchers, but later only increased it to 300 yuan in vouchers, which made them angry.
In response, on October 7, the official @tencentcloudafter-sales support account provided a supplementary explanation and apology on the matter, confirming that the abnormal bill was caused by a billing defect in Tencent Cloud products.
According to the screenshot of Tencent Cloud’s official after-sales reply posted by Weibo user @ Morning Gang Wake, Tencent Cloud explained that after internal review, the abnormality was caused by the cloud development product’s “preset concurrent idle amount” having a measurement unit conversion defect in extreme scenarios, which resulted in the usage data being amplified and ultimately resulting in
an abnormal bill of 50,420.74 yuan
.
However, Tencent Cloud also clarified that the user's statement that "50,000 yuan was deducted" is not accurate. The above amount is an outgoing record generated by abnormal measurement, which caused the account to enter an arrears state and trigger a service suspension. "The customer's funds were not actually deducted."
The approval process that the user sees later is to return the top-up used to offset the arrears. Tencent Cloud stated that the relevant funds were reversed and credited at 23:36 on October 4 and services were restored.
As for the processing time, Tencent Cloud said that it takes about 5 hours to confirm the root cause. The first investigation stayed at the billing level. After the customer provided further evidence, the product R&D team intervened to locate the problem. Service recovery takes a long time, which is mainly affected by the approval link during the National Day holiday.
Tencent Cloud admitted that there is room for improvement in its handling process, saying that after confirming that it is a platform problem, it should restore services as soon as possible and establish an emergency approval channel for holidays.
Tencent Cloud stated that the relevant defects were fixed on October 4, and historical data was verified, and no other customers were found to be affected by similar problems. It also apologized to users for the billing troubles and business impact caused by this incident.
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