Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Google, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

9,035 total complaints in the last 3 years.
3,256 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/09/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am the owner of a restaurant operating under the name *********, which is a legally registered *** under our corporation, **********************, and also a *****-registered trademark.Google Ads is refusing to approve our business name in advertising campaigns, citing a mismatch between our domain (****************) and our legal entity. Despite providing valid documentation including our DBA certificate and trademark registration, our request has been denied. Their policy ignores common business practice and prevents legitimate businesses from advertising under their legal trade names.This policy is anti-competitive, disproportionately affects small businesses, and offers no meaningful appeal pathway. We are requesting BBB assistance in compelling Google to either review the documentation with reasonable consideration or allow for more flexible matching standards when a valid DBA or trademark is presented.
Business Response
Date: 05/12/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our Ads team directly, please contact us via this page: *******************************************google-ads/gethelp

Thanks,
BBB Core team
Customer Answer
Date: 05/13/2025

Complaint: 23311642

I am rejecting this response because:

Sincerely,

Mo Elzubeir
Initial Complaint
Date:05/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi,As a ******* creator, ******* makes it absolutely impossible to get support. Let me explain. They provide a help document that only has basic high level support so it does not help with complex issues. They have a support team but they require you to go to a completely different social media platform just to talk to someone. Then nearly with all the support requests you every get generic answer's or no answer at all. Ive tried calling multiple other departments they all said they can't help. I've had a friends in the partner program go through their ***** and got no help. Heck i even found the partner email address and was turned away. Essentially i found every possible communication pathway to ******* and did not get help through any of them. Basically i has a strong suspicion there is a problem with mu channel on ******** end. I needed someone to investigate and let me know if everything looked fine on their end or if their is and issue i want to work to get it resolved. Ive submitted this feed multiple feedback channels as well more times than i can count. At this point I've sent email close to 100 emails. Called their support likes almost 100 times as well. Previously spoke with their ******* support and did not get a resolution and at the end still have an issue going unresolved. Im escalating this to get a hold of someone at ******* that can help. Ive even went as far as writing ******* staff that have ******* channels and was ignored. Im not stopping till i get help. And help is all i really am asking for. If someone where to search and tell me what they found that would be satisfactory for me to consider this resolved. Hoping BBB can assist me in attempts to get the help i seek. Thank you!
Business Response
Date: 05/12/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our Google Store team directly regarding any existing orders, please contact us via this page: *******************************************store/gethelp

Thanks,
BBB Core Team
Initial Complaint
Date:05/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was promised a sale price for a return. After I made the return, the merchant refused to honor the sale price.I ordered a replacement Google Pixel 9 Pro phone on April 21st, 2025. I noticed on April 22nd, 2025 that the phone had been placed on sale, $450 off. I contacted support to see if I could get the new discounted price. I was told that I could, but that it was too late to cancel the previous day's order, and that I would need to wait until the order shipped and to contact support again the next day. I contacted support the next day and they said that the order was shipped and could no longer be cancelled. I was told to return it to the shipper when it arrived, and then to place another order.On April 25th, my wife took the box to *** to be returned unopened (tracking number 1ZR642341213324838).I went to the website to mark the phone that it was being returned. At this time I was offered the option to do a sale price adjustment, but by then it was too late, the phone was already with the shipper. I contacted support and was told by **** on April 29 "Lets us wait for it [the return] and once we get it will make sure to further assist you with your desired promotion."I waited and for days the phone did not show up as returned. I contacted support a couple of times to express my concern but was told to just keep waiting. Finally I filed a claim with *** on the status of the delivery on May 8. They provided proof that the package had been delivered on May 1. I provided that proof to Google Fi on May 8. On May 9, the phone was correctly marked as returned. I'm trying to get a refund on the first bill for the new phone I don't have.I noticed that on the website that the phone was now not offered for $450 off. I contacted support and explained about this whole history and I was told that there was nothing that could be done to get the sale price. I don't understand why I wasted time on this. I was repeatedly misled through the process.
Business Response
Date: 05/12/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our Google Store team directly regarding any existing orders, please contact us via this page: *******************************************store/gethelp

Thanks,
BBB Core Team
Customer Answer
Date: 05/12/2025

Complaint: 23311040

Following up on your response, I'd dealt with a couple of support ***** here is one case ID:
***************
The main frustrating thing is that I was originally directed to return the phone by another *** on April 22nd.
I'd gotten my order in at $400 off on April 21st (GS.0441-6373-2675), and the April 22nd price was $450 off. I contacted support and was directed to do a return to get the sale price instead. After I returned the phone by giving it to the carrier unopened, I started the formal return process (*** did not tell me I needed to do this) and there saw that I would have had a price adjustment option to get the sale price (this is for the pixel 9 pro, not XL). The first *** said that this was not an option and directed me to do the return. Once the return process was started, I couldn't order another phone at the $450 off price on the google fi website until my return was completed. Long after *** had confirmed that the phone had been returned to the Google warehouse (tracking# 1ZR642341213324838), it did not show up as returned on the website, and then ultimately the $450 off deal expired (see support interaction 5-3572000038304).
Now ***s are telling me that even though I followed the steps given by support, I'm no longer eligible for the $450 off that was the whole reason for my return in the first place. It's been 21 days, I've interacted with support more than ten times, I still don't have a ***lacement phone. I believe that I acted in good faith with the original support *** in trying to get the best deal after my old pixel 9 pro had been stolen. The process has been very frustrating and has taken a lot of time for me.
If I can just get that $450 off of the pixel 9 pro (non-XL) on fi for existing customers that was available starting April 22nd, I'll be satisfied. I've been a Fi customer for many years and operate a group plan with six members, and in the past my support experiences have been good. I'd really like to have a satisfactory outcome so that I can feel comfortable with the plan I have.

Thank you for your time,

***** *********
Business Response
Date: 05/19/2025
Hello BBB Team,
We thank the customer for providing us with this information. We see that the customer is currently in contact with one of our agents through case ticket # 6-9309000038617.
The user returned their financed device in order to get a $450 off promotion, the financed device contract was subsequently canceled so they wont receive further charges. The promotion they user is interested in has expired, so we have educated the user by letting them know that these specific promotions are automatically offered by the system so we cannot apply it to their purchase. However, the system was automatically offering a $400 off promotion for the same device.
TC expired promo: ************************************************************************
TC promotion offered: ************************************************************************
We ask that the BBB close this complaint as we have been working with the user towards a resolution.

Customer Answer
Date: 06/04/2025

Complaint: 23311040

All I wanted from support was for them to stand by what they had told me to do. I was directed to make a return so that I could get $450 off. I learned later that it wasn't actually necessary to make a return at all for the price difference, so that was the first mistake. Then the return was mishandled by Google, costing me a delay in time. Then when the return was resolved only after me proving that they'd been sitting on the phone for days, support refused to help me get the offer that led me to do the return in the first place. I went weeks without a good device for my ********************** life and they've never offered to actually resolve the issues with my order. They don't seem to care about all the time that I had to waste on this.

I've been a loyal customer for many years, but this experience really showed me that I can't trust customer support at Fi or at the ********************** Store. This is unacceptable, they simply don't care about having me as a customer.

Sincerely,

***** *********
Initial Complaint
Date:05/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In August 2022 my ******* channel associate with the ************************ email was terminated for "Scam, Spam, and Deceptive Practices" after posting a single Minecraft video with absolutely zero infringing material. My second channel was terminated March of 2024 for circumnavigation even though I posted absolutely no content to it. @Team******* on ******* and ******* Creator Support, which is supposed to be only for large creators, was given access to me by @Team******* on *******. @Team******* never investigated undoing my termination, and Creator Support never responded to any of my multiple emails. My channels will be permanently unrecoverable in August 2027 and March 2029 respectively. The regular channels to go through and dispute these claims are futile.
Business Response
Date: 05/12/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our ******* team directly about a paid membership or purchase, please contact us via this page: ******************************************************************** channel and account terminations, we request you to follow the instructions on the following help center article and file an appeal: *******************************************youtube/answer/2802168

Thanks,
BBB Core Team

Customer Answer
Date: 05/12/2025

Complaint: 23310207

I am not satisfied with this response because this is the same exact cookie-cutter response they give to anyone that goes through regular channels for account reinstatement. I have already appealed my channels, twice in fact. The first was to get the ball rolling, the second was because @Team******* said to do so so they could reexamine it. My first appeal fell on deaf ears, it wasn't until my second appeal that a decision was given of account termination due to "Scam, Spam, and Deceptive practices" and "Circumnavigation" respectively. I was never given an explanation for either. I need an explanation. There was an actual spam channel that stole my content and reupload it without my permission. Their description made it clear that it was in fact a scam, spam, and a deceptive practice. This was there channel. ****************************************************. And this was the video ***********************************. As you can see both are eliminated, as they should be because that channel actually did meet the criteria of the sentence I was, and I imagine they were given.
If I really did commit "Scam, Spam, and Deceptive practices" then give me proof for how I did so. I would love to see it. I know that that proof cannot be brought up because it does not exist. Therefore, I merely ask that my channels be reinstated. I have always followed the ******* Terms of Service and Community Guidelines to a T, and this was no exception so I genuinely no clue why I've been targeted.

Sincerely,
***** Daz
Business Response
Date: 05/16/2025

Hi Caleb,

Thank you for reaching out to us.

Our team has carefully reviewed the channel and found it violates our Spam, deceptive practices, & scams policies. As a result, the channel has been removed.

YouTube doesnt allow spam, scams, or other deceptive practices that take advantage of the ****************** We also dont allow content where the main purpose is to trick others into leaving ******* for another site.

For further information, please visit our Help ********************************************** Team
Customer Answer
Date: 06/03/2025
Complaint: 23310207
I am rejecting this response because:
That is the exact reason I have reached out through the Better Business Bureau. I have been told several times that my channel was initially suspended for "Scam, Spam, and Deceptive practices." Although, not only do I reason to believe that my channel was hijacked in some way, but I can assure you I have never ever attempted to violate such practices.
When I originally reached out about this, @TeamYouTube on ******* suspected it was a hijacking of some sort. Then when I contacted ******* support about it they said the incident happened too long ago for their records to verify the suspicions.
Again, I can assure you I never did, never have, and never will even consider scamming, spamming, or deceiving anyone. Especially not on ******* where I know that is commonplace. However, I know for a fact that the creator that stole my content (****************************) most certainly checked all the boxes for the reasons I was banned.
Additionally, I have reason to suspect I was hijacked because I received 2 copyright strikes from channels that had absolutely nothing to with my content. I received 1 strike from a slime ASMR creator, and a 2nd from an Escape from Tarkov creator. My video had to with Minecraft farming. In no world do either of those have correlation to each other.
All I want is my channels to be reinstated and returned for use in the platform. I never did anything wrong. If for some unexplainable reason I violate something after reinstatement, I will absolutely take that on the chin and admit that was fully, and completely in the wrong. However, this is not that. I know I did nothing wrong and will continue to say so because that is how it is.

Sincerely,
***** Daz
Initial Complaint
Date:05/09/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a Google Fi (cell phone service) customer for a few years now. As long as I've been a member of Google Fi, they've offered 3 service plans and Google Fi always allowed switching between ******** November of last year, Google Fi was running a promotion for their Google Pixel Watch 3. I bought it upfront out-of-pocket. The promotion was broken up into two parts: 1. You would receive an instant $150 rebate if you remained an active Google Fi user.2. You would receive back the remaining $299.99 over 24 monthly bill credits as long as you keep the qualifying account *********** is a link to the exact promo details: ************************************************************************ Within the past month, Google Fi introduced a new less expensive plan, called Unlimited Essentials, that would fit my needs better. When I attempted to change to that plan, Google Fi warned that I would lose out on the 2nd part of the promotion mentioned above. Basically, I'd be forfeiting the $12.50 monthly bill credit going forward.I've called Google ********** several times and no one can explain to me how I am actually not meeting my end of the promotion requirements. On one call, the representative told me that the issue occurred simply because this new plan did not exist at the time of the promotion offering. He also said that Google will not be going back into their systems to fix the issue either (probably because it would cost them too much time and money to do so). I have not switched to this Unlimited Essentials plan yet because I don't want to lose my promotion, but I do still want to switch to the cheaper plan. I need BBB to intervene on my behalf and on behalf of all these other people with the same issue on Reddit: ***************************************************************************************************************
Business Response
Date: 05/12/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our Google Fi team directly, please contact us via this page: *******************************************fi/gethelp

Thanks,
BBB Core Team
Customer Answer
Date: 05/13/2025

Complaint: 23309316

I am rejecting this response because: I have already reached out to Google ******************* about this issue several times. I have a long email thread with them about this with no resolution that seems fair. My case is Case ID [***************].

Sincerely,

**** ******
Business Response
Date: 05/17/2025
Hello BBB Team,

We thank the customer for providing us with this information. We see that the customer is currently in contact with one of our agents through case ticket #3-0967000038574.

We ask that the BBB close this complaint as we have been working with the user towards a resolution.
Customer Answer
Date: 06/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******
Initial Complaint
Date:05/09/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've reported IP address abuse and harassment that violates copyright laws and ******* terms of service however they do not review any of the complaints ever. When I contact them via chat they do not take any action on harassment, me being called an N word, copyright violations and the fact that one person with the same IP is violating their terms of service by harassing me. They refuse to help and their report process yields no results because the reports are never checked.
Business Response
Date: 05/12/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our ******* team directly about a paid membership or purchase, please contact us via this page: *******************************************youtube/gethelp

Thanks,
BBB Core Team
Customer Answer
Date: 05/12/2025

Complaint: 23308516

I am rejecting this response because Ive contacted support. Submitted prior reports and copyright requests and they have all been ignored and supoort refuses to help.

Business Response
Date: 05/16/2025
Hi Elixis,

Thanks for raising this to our team.
A Support Specialist from the ********** team will reach out to you in 24 - 48 hours so we can sort this out.
We look forward to resolving this case.
Regards,
The ******* Team
Initial Complaint
Date:05/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Google has charged me twice for the same period as a game subscription. They refuse to give me a refund.
Business Response
Date: 05/12/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

For refund requests please contact us here: *******************************************googleplay/answer/2479637?hl=en
Or for information on reporting Gift Card Scams or other abuse, please visit this page: *******************************************googleplay/gethelp

Thanks,
BBB Core Team
Initial Complaint
Date:05/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Playing googles game match master n twice I did not recieve my prizes. I contacted ************** lied say that the 1st prize was delivered n it absolutely was not. I asked them to show me where I used my gift at n they couldn't. And2nd I won a tournament n didn't receive that gift either
Business Response
Date: 05/12/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

For refund requests please contact us here: *******************************************googleplay/answer/2479637?hl=en
Or for information on reporting Gift Card Scams or other abuse, please visit this page: *******************************************googleplay/gethelp

Thanks,
BBB Core Team
Initial Complaint
Date:05/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I pay monthly for a Google Nest Aware subscription. I have 7 cameras to protect my home. One of these cameras has duplicated itself 6 times and all show as "offline". I've spent over 2 hours on the phone with tier 1 support, senior support and now I'm stuck in an endless email support loop for the last 4 weeks of "Engineering is looking into it. We don't have an ETA". I've asked for managers and been denied. Finally I got pushed to the escalation team and I'm still getting "Engineering is looking into it. We don't have an ETA". I have asked repeatedly to have google remove the 6 dead orphaned cameras and nobody seems to care enough to help. Ive asked for refunds to my monthly subscription for broken service and been denied. I want one of 2 things. I either want the dead cameras removed from my account (preferred) or I want to be comped fully for my monthly subscription until they fix my issue with paid service. The dead orphaned cameras cannot be removed by me. 1st level, senior level and escalation support all all trained to say the same thing. "Engineering is looking into it. We dont have an ETA" and they completely ignore my refund request.
Business Response
Date: 05/09/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

To get in touch with our Nest team directly, please contact us via this page: *******************************************googlenest/gethelp

Thanks,
BBB Core Team
Customer Answer
Date: 05/09/2025

Complaint: 23307071

I am rejecting this response because: They didn't even take a 5 seconds to read through BBB complaint. It in is my case ID and a lengthy description of my 4 weeks of getting pushed around the "engineering is looking into it" scam
Google CASE ID - ***************

Sincerely,

******** ********
Business Response
Date: 05/14/2025
Well continue to work with the customer towards a resolution within the scope of our policies.
Customer Answer
Date: 05/20/2025

Complaint: 23307071

I am rejecting this response because:
You have done absolutely nothing to address my problem that any competent tech company could fix in 30 seconds, you have not issued a credit for service and you have stoped responding to my service tickets via email.
I have already filed a complaint with the ***********'s office and will soon be filing complaint with the ***

Sincerely,

******** ********
Initial Complaint
Date:05/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a total of $2,500 CAD in Google Play gift cards from ********** (******). I redeemed $1,900 worth of those cards under my Google Play account ********************** and the redemption was successful.I was able to spend part of the balance, but shortly afterward my account was blocked from making purchases. I received an error message saying:Couldnt complete your transaction. Your Play balance can only be used in *******I am physically located in ******, and my Google account, payment profile, and device are all Canadian. I submitted Googles Country Mismatch form, attached my receipts, and shared all 15 redeemed gift card codes. Despite doing everything correctly, I received a generic response saying there were inconsistencies with no explanation, and my remaining balance of over $1,600 is now locked.This is unacceptable. I legally purchased these cards in ******, in Canadian currency, for my personal use, and I expect to be able to use the funds I paid for.I am requesting either:The immediate release of my blocked Google Play balance, or A full refund of the $1,900 CAD I redeemed If this is not resolved promptly, I will continue with complaints through government consumer protection channels and legal options. I have full documentation, including receipts, redeemed codes, and Googles responses.I have attached the gift card codes I redeemed, my BestBuy receipt, and screenshots proving that the cards were accepted and partially spent under my account.
Business Response
Date: 05/09/2025
Hi,

We apologize for any frustration the customer may be experiencing as a result of Google products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly using the specified links below. For additional products and information, please contact us at *******************************************

If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

For refund requests please contact us here: *******************************************googleplay/answer/2479637?hl=en
Or for information on reporting Gift Card Scams or other abuse, please visit this page: *******************************************googleplay/gethelp

Thanks,
BBB Core Team

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