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Is this really the level of support GCP gives?

This was our query: 

"Can we get a breakdown of the usage by instance?

We currently have 3 instances.
e2-custom-4-8704 (4 vCPUs, 8.5 GB Memory)
e2-custom-4-6144 (4 vCPUs, 6 GB Memory)
e2-highmem-4 (4 vCPUs, 32 GB Memory)
= 12 vCPUs, or ~ 8,900 hours.
 
However we are getting billed for ~11,000 hours. Could you give us a breakdown and where is the extra hours coming from? We would love to do it via the dashboard but unfortunately it doesn't tie the instance usage to the bills. "
 
This was Akhil (from Google Cloud Support Team)'s response.
 

Hello,

Thank you for your response. I apologize for the delay in response.

I understand that you would like to know the breakdown of the usage and regarding the CUD.

Please be informed that you would be able to see the charges regarding the usage on the Google Cloud Console by going to the reports.

 

How does that answer our question at all? We asked specifically because we spent hours trying to retrieve the usage and understand where the extra hours were coming off. Akhil just told us to take a look at the reports, as if we did not try that at all. 

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I can't believe this issue has gone on for a month since we raised it, and Google still has not gotten back with any reasonable explanation. 

Latest update: Google still has not provided the breakdown in usage. How do they charge us then?

Still no response by Google.