### Answer I understand your frustration with the unexpected $600+ charge. Based on the available documentation, here's what you should do: Review Your Billing Details You can check your detailed usage breakdown in the Billing tab of your Retell dashboard [(1) ]() . The Usage tab provides: - Total cost for the billing period - Call minutes used - Average cost per minute - Daily or weekly call costs to identify high-cost periods - Cost breakdown by provider (voice engines, LLMs, telephony services, and concurrency usage) Common Causes of Unexpected Charges Based on community reports, unexpected charges often stem from: - **Concurrency adjustments**: Accidental changes to concurrent call limits can result in significant charges, even if reverted quickly [(2) ]() [(3) ]() - **Phone number verification**: Phone verification features can trigger $100+ charges [(4) ]() - **Billing for unanswered calls**: Some users reported being charged for calls where users never picked up [(5) ]() Next Steps for Resolution Since you've already contacted support without resolution, you should: 1. Email support@retellai.com with: - Your workspace/organization ID - Screenshots of the charges - Detailed explanation of the discrepancy - Your usage history showing the charge is abnormal [(6) ]() [(2) ]() 2. **Review the Billin

g History** section in your dashboard to download invoices and see itemized amounts [(1) ]() 3. Check for accidental setting changes like concurrency limits or phone number verifications that may have triggered the charge For billing disputes and refund requests, support@retellai.com is the primary channel [(2) ]() . If you continue to experience difficulties getting resolution, you may need to escalate through the official support channels.

​ To learn more, see the sources I considered: [[1] Billing Overview](https://docs.retellai.com/accounts/billing) [[2] Urgent: Incorrect Concurrency Charge and Upcoming Invoice Review](https://community.retellai.com/t/urgent-incorrect-concurrency-charge-and-upcoming-invoice-review/709) [[3] Discord message from @vedant_gangurde on 2025-12-19](https://discord.com/channels/1186424376300679209/1186462578310910112/1451526748935159818) [[4] full refund](https://discord.com/channels/1186424376300679209/1445919591485407273) [[5] Discord message from @13luknight on 2025-03-08](https://discord.com/channels/1186424376300679209/1186462578310910112/1347877360124301393) [[6] Handle failed payments](https://docs.retellai.com/accounts/fail-payment) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

This is the kind of customer service i've been recieving so far... Rose has told me in 3 different occasions that I'm simply; "Using the platform a lot" - Like thank you for stating the absolute obvious! The point is: I've been using this platform for months and I've never incurred such high costs. Can anyone else see that 60.07 minutes multiplied by $0.18 is not equal to $642? The bills with such high costs tie the costs to LLM usage, such as Sonnet 4.5 and GPT 4.1 surly that Sonnet 4.5 says that we have sent over 14,808 texts And GPT-4.1 says that we've sent 1,211 texts After reviewing everything deeply, I am still unable to determine what the reason for the high cost is and what the LLM text even is... Am I the only one in this chat that has barely made any calls with an account (60.00min) and incurring such high costs because right now I really don't feel like the amount I was charged is justified compared to the amount that I have used Retell's platform. Is there anyone on this platform that can help me distinguish why my costs are so high rather than simply telling me that "I've been using the app a lot?" https://cdn.discordapp.com/attachments/1484467832564486258/1484473225315356833/130_invoice.png?ex=69be5aed&is=69bd096d&hm=d3c12cd8f77eb876b2e5af5b63d64c5e4c8b7fb170a1f737208fcf7f6e528c7f& https://cdn.discordapp.com/attachments/1484467832564486258/1484473225638449232/Screenshot_2026-03-20_at_09.22.10.png?ex=69be5aed&is=69bd096d&hm=411d43b2a3c47ad9021da279fff3d894d846e3e58b78845b43ad55465df24f1a& https://cdn.discordapp.com/attachments/1484467832564486258/1484473226284498944/500_invoice.png?ex=69be5aed&is=69bd096d&hm=08cbef8962288778d7d54bb08a05563a161f0d64be521d2080054b6f8c87b794& https://cdn.discordapp.com/attachments/1484467832564486258/1484473227206987877/Screenshot_2026-03-20_at_09.28.11.png?ex=69be5aed&is=69bd096d&hm=4c949e1a28ec60b1d28c0c14c43b646c95aac8c30ca7a51b4e553d0b43c8ae2f& https://cdn.discordapp.com/attachments/1484467832564486258/1484473227672682526/Screenshot_2026-03-20_at_09.29.22.png?ex=69be5aed&is=69bd096d&hm=936f5c098c82e0a6e8f3201799f9703fccc4362ddc8ad9105b27b39010386da1& https://cdn.discordapp.com/attachments/1484467832564486258/1484473228197105714/Screenshot_2026-03-20_at_09.29.41.png?ex=69be5aed&is=69bd096d&hm=f24a9f4f622e9157399ea17a3d6535a32b17f344a8e6d16911db04cd0f5a3751& https://cdn.discordapp.com/attachments/1484467832564486258/1484473228809343067/Screenshot_2026-03-20_at_09.30.23.png?ex=69be5aed&is=69bd096d&hm=312a8f1f60d74b36694a6c4988a0bf2b3ddcbaf1e8256520790b772a5a45c764& https://cdn.discordapp.com/attachments/1484467832564486258/1484473229388025958/Screenshot_2026-03-20_at_09.38.30.png?ex=69be5aee&is=69bd096e&hm=e589ecc3ed1cc0801c885f72ccbe92b992a2f417678a7ba2bcc312c8ac996921&