Complaints

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

close

Find a Location

Google, LLC has 42 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Google, LLC

  1600 Amphitheatre Pkwy Mountain View, CA 94043-1351

• 

  Google

  111 8th Ave New York, NY 10011-5201

• 

  Zagat

  76 Ninth Ave, 4th Floor New York, NY 10011-5225

• 

  Google, Incorporated

  1101 New York Ave NW Ste 200 Washington, DC 20005-4295

• 

  Google, LLC

  3839 64th ave #309 hyattsville, MD 20784

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:04/29/2025

  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 have had you tube tv for about three years . The beginning of this month it stopped working. I contacted customer service and was told my **** expired last year . Even after i explained that i was watching it and being charged monthly they said i had no acct. this month i was billed again

  Business Response

  Date: 04/30/2025

  Hi,
  
  We apologize for any frustration the customer may be experiencing as a result of ******* products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly.
  
  To get in touch with the ********** support team via phone, chat, or email, please use this page: ************************************************************
  
  If the customer has already reached out through this page, we ask that they please share their existing Case ID, so we can further investigate. Thank you.
  
  Thanks,
  BBB Core Team

• Initial Complaint

  Date:04/29/2025

  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 had unauthorized charges from Google Play and I had someone from their customer care team tell me not to worry it was my money and she would make sure it was returned to me in 3 days. Now I am getting emails of how my request was denied. They want me to fill out forms for over 30 unauthorized transactions and I do not have the time to do Google's job for them. They can see in my account the charges so there is no reason why someone getting paid to do a job can look this up. I want my money back.

  Business Response

  Date: 04/30/2025

  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

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23262165
  
  I am rejecting this response because:

   

  I have spent days speaking with your custom care team and I just get told no after telling me everything would be refunded in my account 

  Case ID ***************

   

  I am not going to continue to go around in circles there is no phone number for me to call and speak to someone to have this resolved. I want my 107.24$ refunded to my debit card and my credit card for the animal and games that I did not authorize the charges. I want this back in my account by Friday. You can look up my account at **************************** and find the payments taken on several days in April. It will be resolved though here because I do not trust your customer care team. My money should already be in my account accordinging to your staff who told me not to worry my money would be refunded. So tell me you are refunding me and the process that you will be taking to have it resolved 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/13/2025

  Hi team,

  Thank you for contacting Google support.

  We understand the customer is requesting a refund for the 'Animal Run' purchases as those were made without their consent. We understand this is inconvenient, and apologize for the trouble. We'd be happy to assist.

  After careful consideration, were able to provide a refund for the purchases in question as a one time courtesy. They no longer have access to the refunded content. We've also followed up with the customer via an email with the following case number: [6-0472000039099] in the subject line to share the account specific details.
  

  Just a heads-up: Refund processing times can vary depending on their payment method. Most refunds are completed within 30 business days, but can be completed earlier. Refunds take different amounts of time depending on how you paid. Learn more about how long refunds take (*******************************************************************************************)
  

  The Google Play Store offers password protection, which is an easy and effective way to prevent most unwanted purchases.
  

  Turn on purchase protection:
  >Open the Google Play app.
  >At the top right, tap the profile icon.
  >Tap Settings > Authentification > Require authentification for purchases.
  >Choose a setting.
  >Follow the on-screen instructions.
  

  Important: If "Fingerprint authentication" is checked, the fingerprint password will be controlled by the "Require authentication" setting. That is, if you set your authentication for every 30 minutes, you'll be required to use fingerprint authentication every 30 minutes. For more details, go to the "Setup fingerprint authentication (on select devices)" section in this help article. (******************************************************************************************)

  If the customer has anything else to add that can help us, please feel free to reply to the email.
  

  Regards,
  Vikram
  

  
  

• Initial Complaint

  Date:04/28/2025

  Type:Billing 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 had signed up for a trial period for ************ 5 days free and on 6th $59.99 for 2 months. I receive a text today there was an issue with my account. I log in this evening to resolve and I am charged $82.99. I called ********** and spoke to a *** who explained that my account was cancelled today because it's been 24 hrs. I explained to her that I had only received a message about this late this afternoon- how can it be 24hrs? Then she said, oh, it was yesterday they tried. I asked her why was I only getting a text about it today? Nothing and they were charging the full price- I think it is very disingenuous of a company to conduct business this way.. I want them to properly charge the promotional price of $59.99 for two months.

  Business Response

  Date: 04/30/2025

  Hi,
  
  We apologize for any frustration the customer may be experiencing as a result of ******* products or support. For the best and fastest support for their issue, we encourage the customer to contact us directly.
  
  To get in touch with the ********** support team via phone, chat, or email, please use this page: ************************************************************
  
  If the customer has already reached out through this page, we ask that they please share their existing Case ID, so we can further investigate. Thank you.
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23261476
  
  I am rejecting this response because: I had reached out already to them and the response given was pretty much- tough cookies! A business cannot say they have tried to reach out extensively, when they had not. I have cancelled my account with them and want my money back at this point as I no longer want to continue to give them my business. They are dishonest.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/21/2025

  Hi ******,

  Thanks for raising this to our team. Were sorry to hear that the ******* TV subscription discount appears to be not applied on your first 2 months. 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:04/28/2025

  Type:Billing 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 can't log in to my Google voice with the account ******************** I don't know the specific reason, because I used the Google voice number I applied for to bind my bank account and other accounts such as medical insurance, so I applied to restore my voice number to facilitate my normal use.

  Business Response

  Date: 04/30/2025

  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 Voice team directly, please contact us via this page: *******************************************voice
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 04/30/2025

  
  ????
  
  ????????????? ******** ?????,?????????????
  
  ??,
  
  Lemon *****

• Initial Complaint

  Date:04/28/2025

  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.

  Hello,On 4/8/2025, from *****************************, I found google fi had promotion for 50% off which is $50/4 lines, the promotion end by 4/9. I signed the contract on 4/8 and activated 2 lines on 4/8, then activated another 2 lines on 4/9 4:30PM. The main account is ***************** .In the first month bill, only 2 lines got promotion, the total amount is $86. I chatted with google FI agent, he told me 2 lines got promotions and another 2 lines are in process. But after one weeks, I chatted with another agent, he told me , the promotion end by 4/9 9am. I activated 2 lines after that. It's unacceptable. I never see a cellphone plan promotion based on activation time , not signup time. In the *****************************, the promotion just showing as end by 4/9, didn't end by 4/9 morning. When I signup the contract, no any message said I have to activate before the deadline. Google should be notify me and give me enough time to complete the activation.

  Business Response

  Date: 04/29/2025

  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: 04/29/2025

   
  Complaint: 23259972
  
  I am rejecting this response because:

  I already contact ***************************************************** . In Chat and Phone, hey told me that they can't put the promotion to my account since it's already ended. I sent email via *****************************************************, no response.
  
  Sincerely,
  
  ** ****

  Business Response

  Date: 05/07/2025

  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 # 5-8915000038329.

  We have granted an exception to the user regarding the 2 line promotions.
  
  We ask that the BBB close this complaint as we have been working with the user towards a resolution.

  Customer Answer

  Date: 05/13/2025

   
  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:04/28/2025

  Type:Order 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 filing this complaint regarding the removal of my Google Business Profile and 97 five-star reviews, which I spent years building with integrity, dedication, and hard work. My business, **************, operates at ******************************************. These reviews were essential to my livelihood they reflected the satisfaction of real clients *** worked closely with over the years.I have reached out to Google multiple times over the past 8 months requesting clarification as to why my reviews were removed and why my business was taken down. I have asked which policies I allegedly violated, and have received no explanation. I filed an appeal which was denied on September 24, 2024, again without any justification or opportunity for resolution. I have repeatedly asked to speak with someone directly, but have only received responses from automated systems or AI agents.I pay a monthly membership at the gym where I train my clients, and I have full permission to use the space. I even have keys to open the gym early. The General Manager at the gym can confirm this arrangement. If there is an issue with how my business is being represented, I am more than willing to adjust to comply with Googles guidelines but I need to know what those issues are.The complete removal of my business profile and reviews is unfair, disproportionate, and damaging to my career. Potential clients rely on these reviews to understand the quality and trustworthiness of my services. Removing them without transparency or due process is unacceptable.I am urgently requesting that Google:Reinstate my business profile and all 97 verified, five-star reviews.Clearly explain what policy (if any) was violated.Offer a path to correct any issues that may exist.Please treat this as a serious request. This is my livelihood and I am entitled to clarity, fairness, and an opportunity to resolve the matter.

  Business Response

  Date: 04/29/2025

  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 My Business team directly, please contact here: *******************************************business/gethelp. Please remember to provide the email that owns or manages the *** page
  
  Thanks,
  BBB Core Team

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23258459
  
  I am rejecting this response because: 

  1) My attempt to appeal  my business account was denied 

  2) Case ID ****************

  shows still in progress since

  October 27th 2024 This has severely hurt my business & I demand this gets resolved immediately 

  3) I was never given a reason as to why this happened other than violation of guidelines it was never explained what I did wrong or even the chance to fix it. Ive been operating my business here for 3 years without a problem & had 97 5 star reviews.. I was the highest ranking business in my area & that was taken from me for no reason.. it took 3 years to build my reputation. Please fix this asap. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 05/06/2025

  Hi ****,
  
  We hope this email finds you well!
  
  We understand that you want to fix the concern regarding the business profile "Amirsfitness", **********************************************************************************************************. We will send an email to the email address you have provided for additional information. You may refer to this case id: ***************.
  
  If you have any questions, please let us know.
  
  Regards,
  Google Business Profile Support Team 
  

• Initial Complaint

  Date:04/28/2025

  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.

  Im very disappointed with my experience with Google Fi.I tried to sign up during a promotion, but because of technical problems on their end, I missed it by a day. Before signing up, I reached out to Google Fi support and spoke with a representative named ******. I explained the situation, and ****** specifically told me not to worry that Google Fi would still honor the promotion. I made it clear that I was signing up for two lines (for myself and my wife), and she confirmed the promotion would apply to both.When my first bill came, I saw that only one line got the discount. I contacted support again, and they told me there was a cutoff date for adding lines something ****** never mentioned when she promised the promotion would be honored.Since then, Ive spent over three hours on the phone and emailing back and forth trying to get this sorted out. Even after all that, my account still isnt correct, and Im still being overcharged.This has been incredibly frustrating. It feels like Google Fi made a promise through their own support agent, then didnt follow through and now Im the one paying for it, both in money and wasted time.Customers shouldnt have to fight this hard just to get a company to honor what one of their own representatives promised. Google Fi has handled this situation very poorly, and Im extremely disappointed in how theyve treated me as a *********** asking that they fix my account, apply the full promotion to both lines as originally promised by ******, and refund the overcharges.

  Business Response

  Date: 04/29/2025

  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

• Initial Complaint

  Date:04/28/2025

  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.

  I cannot find anyway to contact google support about my problems and there is no way to chat with an employee or anything. I am having a major issue with my gmail ********************* in which i cannot receive any emails. I have just recovered this gmail after it was being deleted for some reason and google said it was in violation of there terms of use. Please reach out and get this resolved.-*** ******

  Business Response

  Date: 05/01/2025

  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 Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (*******************************************accounts/answer/******** for help.
  If your account is disabled please go to this page: *******************************************messages/answer/40695
  
  Thanks,
  BBB Core team

• Initial Complaint

  Date:04/28/2025

  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.

  I have been having major problems with this company. They seem to have a problem with people being held accountable for their actions. They have hundreds of thousands of videos of children being sexually exploited and when I comment on it saying that this is unacceptable sexualize in children iswrong and is illegal and that law-enforcement needs to be notified. I get banned and reported and get kicked off of the website for weeks. Specifically, this morning I seen a video talking about the ************************** having a whistleblower about school district not reporting children being beaten. It said in that video that the police department was investigating the officer for notifying people so I mentioned that thats ridiculous and *** should be notified and internal investigations should be done on the department and that there should be a nationwide audit on law-enforcement for public safety. Within one minute, my comment was deleted, and I was reported. I keep seeing videos of active terrorism, people supporting terrorism and calls to action for terrorism all perfectly acceptable. I see people sexually exploiting, children, physically, harming children perfectly acceptable. I see videos of law-enforcement, harassing innocent people killing innocent people perfectly acceptable. I mentioned one time every single time I see one of those that is wrong. 100% extremely unacceptable and I am banned from the website for weeks on end. I would at very least like an explanation on why sexually exploding children promoting terrorism and burning down ***** dealerships. Allowing people to make calls to action to harm the president are all acceptable but me saying hey thats actually illegal. Its probably the biggest problem on the face of the earth. I have literally seen videos of people saying if you support Israel you deserve to die and I hope my followers do something about you. Why is me stating that a law is a law and you have violated it is me cyber bullying

  Business Response

  Date: 04/29/2025

  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: 04/29/2025

   
  Complaint: 23257759
  
  I am rejecting this response because:
  This was not a response. This was a backhanded way of telling me to get lost. As I stated, I simply want an explanation on why harmful activities are accepted, but stating that these are harmful activities is unacceptable. This is honestly extremely disrespectful. This is the yeah whatever answer. These are the only responses Ive been getting from this company and while people are being harmed, and I am being deemed the villain this is unacceptable. If they cant take the public safety serious and theyre gonna keep brushing me off, I will be seeking legal action.
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/12/2025

  Hello ****** *****,

  
  Thank you for reaching out with your concerns.
  We learn of possible violations of our policies through our reporting system or legal complaints. We review reported videos and we enforce based on our policies. Sometimes, a video doesnt violate our Community Guidelines, but it may not be appropriate for all ages. In these instances, we age-restrict the video.
  Every day, thousands of ******* users report potential violations in this way. This reporting mechanism is anonymous, straightforward, easy to locate and easily navigable for users of any age. It is the quickest way to bring potential violations to our attention.
  Underneath every video, there is a flag that triggers a drop-down menu. Users are able to select from a list of over a dozen reasons for flagging a video and are given the opportunity to provide additional information (*****************************************************************). The video is then sent to the ******* Policy Enforcement Team. Flagged videos are promptly reviewed by our Enforcement Team to see if they violate our rules. Dedicated ******* staff are available 24 hours a day, seven days a week to review complaints. A strike is applied to the account of a user if they violate the Community Guidelines by uploading inappropriate content. Users who repeatedly break our rules will have their accounts terminated.

  
  Sincerely,
  The ******* Team

• Initial Complaint

  Date:04/28/2025

  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.

  I bought a Google gift card from ******* for $70 and one for $28 on 4-23-25 at pm. Every time I try to use the code it says $70 and add but when I add it it says it's a problem with the code. I've contacted Google on several occasions and they keep telling me there's an problem with the info I'm sending them. I sent over the receipt which shows the date time and the amount and where it's from. They clearly see the $70 they just saying they can't add it to my account. Kroger said they're not responsible for that because they did what they were supposed to do. That's Google fault. I can clearly see when I try to use the code that it works but it will not add it to my account. Because of this I have not been able to pay for certain things on Google.

  Business Response

  Date: 04/28/2025

  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

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23257599
  
  I am rejecting this response because: I have a ready contacted the customer support 4 times tried different accounts. The ticketn#[***************] from Google Support.
  
  Sincerely,
  
  ******* *****

   

  P.s

  Here is the transcript from that chat.

  requested below.

   

  Chat transcript for case: 1-1834000038693

  Apr 27, 10:44?PM (Pacific Time)

   

  10:46:38?PM Alessia J: Alessia J joined the conversation

  10:46:39?PM The House: The House joined the conversation

  10:46:39?PM Alessia J: Welcome! Your Case ID is ***************. Refer to this if you need to contact us again.

   

  By the way, the chat will stay open for 24 hours after your last message. If you step away for any reason, you can come back to this chat.

  10:47:04?PM Alessia J: Hi The,Thank you for contacting Google support. This is Alessia J from the Google support team who will be handling your case. If I understand correctly, you're having trouble redeeming a $70 gift card to your account, despite having proof of purchase and the card information. Is that right?

  10:47:18?PM The House: Yes

  10:47:25?PM Alessia J: Thank you for confirming.

  10:47:29?PM The House: I have sent this thing over three times

  10:48:13?PM Alessia J: Thank you for the information.

  10:48:22?PM Alessia J: Please do not worry, I will help you with the best of my efforts and abilities.

  10:48:23?PM The House: Np

  10:48:54?PM Alessia J: Before we proceed, may I know your name so I can address you properly?

   

  10:49:22?PM The House: Shun but my Account name The House 

  10:49:58?PM Alessia J: Thank you for providing your name, Shun. 

  10:50:12?PM Alessia J: Could you please help me with the screenshot of the error message?

  10:50:29?PM The House: Screenshot_20250424_110215_Google Play Store.jpg

  10:50:54?PM Alessia J: Thank you for the screenshot. 

  10:51:03?PM The House: Np

  10:52:42?PM Alessia J: Let me check the screenshot.

  10:53:26?PM ************** I know if you are referring to the same account *********************************?

  10:53:37?PM The House: Yes

  10:53:53?PM The House: I've tried to add it several times

  10:54:10?PM Alessia J: Thank you for confirming.

  10:54:58?PM The House: Screenshot_20250428_005431_Google Play Store.jpg

  10:55:03?PM The House: Just tried to do it again

  10:55:32?PM Alessia J: I appreciate your efforts in trying to resolve the issue.

  10:56:09?PM Alessia J: I have checked your account details and I can see that you have already contacted us for the same issue. 

  10:56:31?PM The House: Just another department keeps telling me I did something wrong... I don't have money to waste I'm in the hospital dealing with cancer

  10:56:34?PM ************** I know if you have filled the form? 

  10:56:38?PM The House: I had my son go get that

  10:56:47?PM The House: I filled out that form several times

  10:56:55?PM The House: I can send you screenshots of what they keep saying

  10:57:08?PM The House: You all know that that's $70 have not been redeemed enough paid $70.

  10:57:19?PM Alessia J: Thank you for the information.

  10:57:37?PM ************** I know when you have submitted the form last time?

  10:59:08?PM The House: April 25th

  10:59:21?PM Alessia J: Thank you for the information.

  10:59:29?PM The House: I may own a gift card don't you see I haven't redeemed it

  10:59:42?PM The House: I mean on that gift card haven't you seen I haven't redeemed the $70

  10:59:48?PM The House: Why is this hard

  11:00:03?PM Alessia J: I understand your concern here, Shun.

  11:00:42?PM Alessia J: I request you to please wait for the response from the specialist team.

  11:00:47?PM Alessia J: Once you submit the form, the specialist team will get back to you within 3 business days.

  11:01:00?PM The House: There has to be a number I can call or supervisor I can speak

  11:01:39?PM The House: I told you I already did that

  11:01:40?PM The House: Screenshot_20250428_010125_Gmail.jpg

  11:02:12?PM Alessia J: Thank you for the screenshot. 

  11:02:29?PM Alessia J: I totally understand your desire to speak with a supervisor, but be aware that our supervisors use the same tools and resources that us agents do, and escalating this issue will not change the decision that was made with your issue.

   

  11:02:45?PM The House: Why am I the one without my money

  11:02:53?PM The House: Y'all got $70 of my money that I can't use...

  11:02:57?PM The House: So what is the problem with the gift card

  11:03:14?PM The House: Y'all just can't add the $70 to my account

  11:03:19?PM Alessia J: I totally understand your concern here, Shun.

  11:04:17?PM The House: Who do I need to talk to...0

  11:04:24?PM The House: Cuz you're giving me the runaround

  11:04:31?PM The House: I have three set of messages in the same thing

  11:05:24?PM Alessia J: I am sorry if you feel that way, Shun.

  11:05:43?PM Alessia J: You'll hear back from them via email within 3 business days, but in most cases, the response is much faster often within a day! I'm confident this will help you resolve the error quickly, and you'll be back to using your account smoothly in no time.

  11:06:43?PM The House: How would you feel.. I'm not filling out another form I'd rather go down to the courthouse and ***

  11:07:02?PM The House: I think when it's time to renew my phone I will get a I phone.

  11:07:37?PM The House: I'm not filling out another form... So they going to email me cuz I'm not doing it anymore. I would rather go to the courthouse and follow small claim case

  11:08:09?PM Alessia J: I totally understand your concern here, Shun.

  11:08:56?PM Alessia J: However I have checked your account details and I can see that my previous agent already checked the details with the experts. 

  11:09:44?PM The House: So what's missing

  11:09:59?PM The House: You can see the date the time the place all that on the receipt even the amount and the last four digits of the card

  11:10:17?PM The House: what inconsistencies are they talking about

  11:11:35?PM Alessia J: While we are unable to provide specific reasons for the inconsistencies due to the sensitive nature of our security measures, we encourage you to review your account details to ensure everything is accurate. 

  11:12:37?PM The House: This is fraud you can clearly see that I did everything correct but yet my $70 can't be put on.

  11:13:11?PM The House: I'm suing I would rather spend $150 to take out that child will give me my money back then I'm done And who do I file a complaint with

  11:15:19?PM Alessia J: Just to confirm, if you have already received your response from the team? 

  11:15:36?PM The House: Yes

  11:15:45?PM Alessia J: Thank you for confirming.

  11:15:50?PM The House: I sent it in the screenshot

  11:16:08?PM Alessia J: Thank you for the screenshot.

  11:16:35?PM The House: Np

  11:17:28?PM Alessia J: Unfortunately, due to some inconsistencies with your account and the information that you provided, the gift card team isnt able to help you regarding this concern. 

  11:18:18?PM The House: I'm suing and filing a claim with the better Business bureau.... I'm a ***** user as of next week... You all have $70 of my money but I can't use my card and even when I tried to add the car to another Google account it didn't work.

  11:18:44?PM Alessia J: After careful consideration, we regret to inform you that the gift card team is unable to assist with your Play balance/ Gift card due to certain inconsistencies identified between your account and the details provided.

  11:19:31?PM The House: You people are scamming me... You have the proof I bought the car to see how much money was put on the card and you see the last four digits of the card. Yet you can tell me nothing I'm following a better Business bureau complaints

  11:19:44?PM The House: Just send me proof of this conversation

  11:20:33?PM Alessia J: This decision is made in alignment with our security protocols, which are in place to safeguard both your account and our platform.

  11:21:05?PM The House: I can't add the gift card to any account

  11:21:24?PM The House: I tried on my two main accounts and still can't utilize this and you keep telling me some dumb rule that I'm not following some protocol. When you see all the information I got stop playing me for stupid

  11:21:29?PM Alessia J: I totally understand your concern here, Shun.

  11:21:38?PM The House: No you don't understand my concern cuz if you did it would have got done

  11:21:54?PM The House: Matter of fact please give me a supervisor... Imma need that in court that I asked for one and documented

  11:23:55?PM Alessia J: I totally understand your desire to speak with a supervisor, but be aware that our supervisors use the same tools and resources that us agents do, and escalating this issue will not change the decision that was made with your issue.

   

  11:24:15?PM The House: Still want to speak no one

  11:24:35?PM Alessia J: I'm letting you know this as I would rather not take up more of your time, but if youd like, I can still check to see if a supervisor is available.

   

  11:26:17?PM Alessia J: I have escalate your case with my supervisor they will get back to you via an email within 24 to 48 hours. 

  11:26:30?PM Alessia J: Is there anything else I can help you with today?

  11:27:01?PM The House: No 

  11:27:09?PM Alessia J: 

  A short survey will appear in this chat window. Please stay connected. We'd love to hear your feedback about our interaction today and overall experience with Google Support.

  11:27:13?PM Alessia J: Thanks for contacting Google - it was a pleasure chatting with you. Have a great day!

  11:27:17?PM Alessia J: ********* and stay safe!

  11:27:23?PM Alessia J: Bye!

  11:27:26?PM Alessia J: Alessia J left the conversation

  11:27:26?PM Alessia J: Thanks for chatting! Let us know how we did: *******************************************************************************************************************************************

  IugC7UAmPX9OlC1yGrjFY6ecR4RXDJHTmgKGM_BJDBgeXMttE=

  11:27:27?PM Alessia J: Alessia J ended the conversation

  Business Response

  Date: 05/05/2025

  Hi,
  
  Thank you for contacting Google Support.
  
  We understand the user experienced difficulties redeeming a gift card to their account.
  
  Upon review, we can confirm that our team has resolved the gift card issue. The user was subsequently able to make purchases using their Play balance. We have informed the user of this resolution via case number 7-6669000038415.
  
  Should the customer have any further questions, please feel free to reply to this email thread.
  
  Thanks,
  ********