I'm consistently surprised at how big the variance in quality of service is from different AWS account managers; seemingly regardless of the size of account.

The 2/3 reps we've had have been night and day in the level of service they've given us, and we're a top 10% customer by volume.

Recommend checking who the account emails are configured to be sent to. Often they go to a finance person who may not understand the importance of some communications such as this.