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

9,049 total complaints in the last 3 years.
3,249 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:09/11/2022
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 purchased a Google Pixel in 2020. Today, 9/11/2022, the device started rebooting over and over and became unusable. A quick internet search revealed that this is a defect in the product that is well-known to Google. I contacted customer support. They offered to repair the device, but the only repair location is 200 miles away (I live in a major urban area). They said because of the defect that is known to them, the phone will likely have no trade-in value. They then offered me a minor discount on a significantly more expensive phone. The discount cannot be applied to a comparable phone, but only one which is much more expensive that I do not need. I was transferred to about eight different people including supervisors. Nobody was able to offer me a reasonable solution. The fact that they are unable or unwilling to offer a reasonable solution leads me to believe they are engaged in an intentional, predatory scam to force people with less expensive phones to buy their more expensive phones. They are selling people defective phones that they know are defective and then making it so difficult to fix the issue that people are forced to buy their more expensive products.I would like my defective phone replaced. However I understand this may not be possible. In the alternative, I would like Google investigated and reprimanded for their shady, predatory business practices.
Business Response
Date: 09/12/2022
Hello *******,

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

If you have already reached out through Google Support channels, we ask that you please share your existing Case ID, so we can further investigate.

To get in touch with our Pixel team directly, please contact us via this page: *******************************************pixelphone/?hl=en#topic=9153446

Best,
******
Google Support Team
Customer Answer
Date: 09/16/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
It is clear from your response that you did not bother to read my complaint. If you had read it, you would know that I spent six hours in a chat with Google support and got passed around to approximately eight different people during that time. They either could not or would not resolve my issue. You would also know, had you reviewed my complaint, that I attached a transcript of this chat, which includes the Case number. If you need it again, it is 0-5418000032902.

Regards,
***************************
Business Response
Date: 09/23/2022
Hello,

A replacement has been processed for the customer. This issue is now resolved.

Thank you,
Google Support Team
Customer Answer
Date: 09/27/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:09/11/2022
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. I'd like to mention that in order to get my account number for my ********************** Fi account, I had to go through the cancellation procedure, get the information, and then undo it. I hope this doesn't void my promotion more than it already does. I'd switched from **** to Google Fi a while ago, trying to get a $500 rebate for a Galaxy S22. I had my service paused due to proration and I didn't want to have any issues with getting charged data overages and we switched to Simply Unlimited just days after. I read the terms of this promotion and thought that it was okay to have my service paused for that time, and had gotten an email telling me that all device payments would continue. What was not given to me was the notice that Fi gives to customers saying "don't miss out on your rebate", and after looking on Reddit, I see that this is a notice I am supposed to receive. Attached are screenshots from my email + the Google Fi dashboard which proves that I have never received this notice. I would have *never* left my account paused as I didn't want this promotion void and plan to stay long-term, however I did not get a notice. I had my account paused for just 2 days and 6 hours total because I noticed as soon as my promo was void that something went horribly wrong. I have filed with the *** and have multiple chat representatives explaining to me that I'm able to get a one-time exception due to the fact Google didn't follow their policy in giving me notice. I've been working with the *** for almost a month since this has happened, and ********* representatives at Google (but unfortunately, they're all reading off of a script). If this doesn't get anywhere, I will be filing with the attorney general and sending a physical letter of notice as this is completely immoral. I have already received a $500 charge on my billing statement despite 10+ attempts to get Google's attention, and despite saying my case is valid, was still charged. Please help and send updates to my email.
Business Response
Date: 09/12/2022
Hello ******,

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

If you have already reached out through our Google Support channels, we ask that you please share your existing Case ID(s), so that we may further investigate.

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

Best,
******
Google Support Team
Customer Answer
Date: 09/16/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I've already tried to reach out from the official support channels at Google, and have case IDs that prove my point further. 0-2642000033277 and 6-4853000033220. Even the representatives agree with me here that it's immoral and want to help me escalate the case, however I'm getting the runaround. I've already tried filing with the *** and it's been a month as of today. The resolution I wish to receive is getting the $500 charge removed off of my statement because it's not right and I'm definitely eligible for an exception. Thank you.
Business Response
Date: 09/26/2022
Hello BBB Team,

We thank the customer for providing us with this information. Our Promotions team has granted the user a one time exception. The customer's issue is resolved and thus no further action is required. We ask that the BBB close this case.

Thank you,
The Google Fi Support Team
Customer Answer
Date: 09/29/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:09/11/2022
Type:Customer Service 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.
Youtube removed two of my playlists on their site and they said they removed them for 'hate speech' reasons, even though I uploaded NONE of those videos in my playlists. They were all videos uploaded by others. Why does youtube now delete playlists now when playlists usually only ever have videos other users have created? Why go after our playlists for 'hate speech' instead of the people who put up those videos? This is not right, youtube is punishing people who have playlists and not going after the real targets. Youtube took down my first playlist on May 9, 2022 and I think they gave me a first strike for the playlist before they removed it. My second playlist was taken down on August 15, 2022 and they gave me a second strike for that one right before it was taken down. And the second strike is worrying for me because if I get another strike they will shut down my channel and it's not even my fault! I have a whole 90 days before that strike get lifted and I'm afraid if I don't do something quick about this they might end up taking another playlist of mine down AND also take down my account right after (they warned me they would on a third strike). Please help me out, this is not fair punishing users for what they put on their playlists. This is absolutely unnecessary censorship on youtube's part and they're going after the wrong targets while implementing their extreme policies. They've been doing this to many other users as well. I've had my account for over a decade and so many videos saved to playlists, I do NOT want to lose my account!PS: I will wait for a reply before I give you any personal information about my account, since I do not want that information being publicly released on your site for privacy reasons. Please send me an email about this first and I will send you all the information then.
Business Response
Date: 09/27/2022
Business Response /* (1000, 5, 2022/09/13) */
Hello*****,

We apologize for any frustration you may be experiencing as a result of Google products or support.

For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below:
https://support.google.com/youtube/answer/*************

To get in touch with our YouTube team directly about a paid membership or purchase, please contact us via this page: https********************************************.

If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate.

Kindly reply to this complaint with a direct link to the channel and videos in question. Thank you.

For additional products and information, please contact us at https://support.google.com/

Thank you,
Phoebe
Google Support Team
Initial Complaint
Date:09/11/2022
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 IN A CONSPIRACY TO DEPRIVE MY CIVIL RIGHTS RACEISM LOCKED ME OUT OF MY GOOGLE EMAIL ********************* ON MY COMPUTER I ALWAYS AM AUTOMATICALLY SIGNED IN TO FRAUDLENTY CLAIMING THEY DONT RECOGNIZE THE DEVICE I WILL LOSE MY PROPERTY ************* ************* DUE TO APPEAL DEADLINE ALL MY APPEAL WORK IS ON EMAIL I MUST SUBMIT TO COURT OF APPEALS ******** ** *** CIVIL CASE 16 CA **** AS I HAVE TO IMMEDIATELY SUBMIT IT ALSO OTHER CASES FUERTO **** FED CASES 29 CV1461 ALSO **** WILL BE ,OST OVER MILLION DAMAGES I DEAMND GOOGLE PAY I TRIED TO SIGN IN WITH MY NEW PHONE NUMBER ************ GOOGLE CLAIMED THEY DIDNT RECOGNIZE THE DEVICE ASKED FOR ME TO SIGN IN WITH A PHONE I LOST I M M P O S S I B LE LAST TWO DIGETS OF LOST PHONE 25( I DONT RECALL REST PHONE # DUE TO CONCUSSION) FRAUDLENTLY GOOGLE CLAI,MED THEY DID NOT RECOGNIZE MY ASUS COMPUTER I AM ALWAYS SIGNED INTO MINUTES AFTER SAME MESSAGE ON MY NEW PHONE THATS A LIE GOOGLE DID RECOGNIZE MY ASUS COMPUTER FRAUDLENTLY CLAIMING THEY WANT TO SECURE MY EMAIL GOOGLE MUST IMMEDIATELY REMOVE THE BLOCK ON MY EMAILON MY ASUS COMPUTER ALSO ANY OTHER DEVICE I WANT TO SIGN IN ON IN FUTHERANCE OF GPPGLES COMMSPIRACY THEY SENT A MESSAGE ON MY AUSU COMPUTER WHEN I WAS TRYING TO SIGN IN ON ASKEING ME TO DOCUMENT IT WAS NOT A COMPUTER I ORDINARY ALWAYS USE TO SIGN IN ON BULL SHIIT GOOGLE HAS NOT ALLOWED ME TO USE THAT OPTION TO TEMPORARILY SIGN IN ON ANOTHER DEVICE I DO NOT NORMALLY USE IT SIMPLY DISAPPEARS THAT OPTION TO PREVENT EMAIL ACCESS MALISHOUSLY IN GROSS NEGLIGENCE RECKLESSLY GOOGLE MUST ALLOW CUSTOMERS THE OPTION TO REMOVE THEIR SO CALLED SECURITY SAFETY FROM HACKING SYSTEM WHICH PREVENTS SIGNING IN AND ALSO PREVENTS SIGNING INTO EMAIL ALL TO GET HER I DEMAND GOOGLE LIFT THEITR SAFETY BLOCK PREVENTING ME TO SIGN IN ON NEW PHONE ********** & ANY COMPUTER LIFT BLOCK ******************* .COM OPTIONS ALLOWING YOU TO RECIVE A TEXT ON YOUT NEW PHONE ************
Business Response
Date: 09/13/2022
Hello ******,

We apologize for any frustration you may be experiencing as a result of Google products or support.

For the best and fastest support for your concern, we encourage you to contact us directly using the specified links below.
************************************************************************

For Account Recovery issues, we recommend checking 'Tips to complete Account Recovery steps' (******************************************************************) for help.
If your account is disabled please go to this page: *********************************************************************

If you have already reached out through Google Support channels, we ask that you share your most recent support inquiry ID, so we can further investigate. Thank you.

For additional products and information, please contact us at *******************************************

Thank you,
******
Google Support Team
Initial Complaint
Date:09/11/2022
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.
For the past two weeks now, I've been trying to access both Gmail accounts that I have and nothing's been working. I have important information connected to those accounts and one account is a recovery account for the other. I had to get a new phone, so of course my phone number changed and thus I can't access the recovery phone number. I'd like it if Google could actually communicate with their consumers rather than sitting back in their chairs not caring about anybody else's problems. Hopefully they can reach out so that we can fix this issue, sincerely- H
Business Response
Date: 09/12/2022
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/7299973) for help.
If your account is disabled please go to this page: *******************************************accounts/contact/disabled2"

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 09/16/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Because it doesn't provide me anymore help than what I've done
Business Response
Date: 09/22/2022
Hello,

Thanks for Google Account Recovery request. We've sent an email to your contact email address with case ref #(7-2879000033526). Please visit the link below for Tips to file an Account Recovery request.

******************************************************************

Regards,
The Google Team.
Initial Complaint
Date:09/10/2022
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 am filing a complaint since Google is stopping me from using my gift card balance. I bought a gift card for myself on Amazon. I loaded it into my Google account. The amount was $100. I try to make a $50 purchase in the game Punishing *******************. I get a message saying to fill out a form. I do. I provide the receipt and proof of the gift card. Issue still persists. I called customer support. The system hangs up. I spend an hour on live chat. Issue still persists. I get a reply from customer agent ***** from live chat saying the issue has been fixed. Nope, still getting the issue. I tried to buy a microtransaction in Mobile Legends Adventure. Same error message.Customer service agent gave me a link to the Google terms of service. I could not find ANY clause that I had violated and would lead to my account balance being locked. I used live chat AGAIN. ******* says that ***** got in touch with an agent and resolved a security check issue. Not the form requirement, which apparently is a separate issue. I submitted the form before 6 am this morning and again a few minutes after 12 pm today.I am extremely upset because I am trying to get time limited game items and have been using gift cards to load my Google play account to buy microtransactions in games for years. I have been playing and making purchases in Punishing ******************* since December 2021.If they can't fix this issue, then Google is committing theft and fraud by actively preventing me from using the account balance that I bought with a gift card. I ask that this issue be resolved so I can make purchases with my purchased Google play balance (delivery of service) and to receive at least $20 in Google play points as compensation for the frustration and upset caused by whatever algorithm that they are using.
Business Response
Date: 09/12/2022
Hello ******,

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

If you have already reached out through Google Support channels, we ask that you please share your existing Case ID, so we can further investigate.

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/answer/9057338?hl=en

Best,
******
Google Support Team
Customer Answer
Date: 09/17/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Still have not resolved the issue of my not being able to use my gift card balance in my Google play account over a week later. I still get the same error message asking me to fill out a form that I have filled out twice already and been told by customer service agents that I don't need to fill out a third time. I have now missed out on the Punishing ******************* character skins and characters that I wanted to pull.

Every time I call, I hear about how I am a valued platinum points member... And then told to wait 48 hours. I am now very triggered when I hear 48 hours. I now am asking for $100 in Google play points as compensation for my lost time, frustrations, upset, and missed opportunities.

I have submitted a screenshot of the cursed error message.

Google case numbers that I can find are:

case: 6-9674000033391

Your Google Support Inquiry: Case ID ***************

Your Google Support Inquiry: Case ID ***************

Your Google Support Inquiry: Case ID ***************

Your Google Support Inquiry: Case ID ***************

Your Google Support Inquiry: Case ID ***************

Re: Your Google Support Inquiry 0-8332000033634

Important Information Regarding Your Google Account 8-2039000033171 - this was particularly not helpful or informative and was immediately contradicted by customer service agents.

As you can see, I have been using Google support channels a blood pressure increasing number of times.... All to hear that the issue has been supposedly been solved and to wait 48 hours....again.

I can use redeemed Google play points and my credit and debit card. I cannot use the loaded gift card balance that I successfully redeemed. I purchased it from Amazon online.

Please fix the account balance issue or issue me a $100 refund to my main debit card,. Or replace the gift card account balance with the same amount in redeemable Play Points. That would be on top of the $100 in Play Points that I am asking as compensation, for a total of $200 in Google Play Points. I just want to be able to already successfully redeemed gift card balance and not go through this headache again. It had already been over a week now.

See Attachment/File: Screenshot_2022-09-17-13-50-47-1466406469.png
Business Response
Date: 09/24/2022
Hello,

Your issue has been escalated to the best experts possible for further investigation.

Our specialists are currently working on this case and should provide an update as soon as they have some new information.

We ask the BBB to provide us more time while we work for a solution.

Your patience is appreciated while we work for a solution.

Regards,
******
BBB Core Team
Business Response
Date: 09/27/2022
Hello,

Our specialists have reached out to the customer directly with a final resolution.
We ask BBB to close this complaint.

Thank you,
Google Support Team
Customer Answer
Date: 09/28/2022
(The consumer indicated he/she DID NOT accept the response from the business.)

Okay, this does not make ANY sense. I have been waiting for almost three weeks for a fix, been told MULTIPLE times that the problem has been resolved when it hasn't and to wait 48 hours repeatedly. At best, this is poor communication and service and at worst prevarication, theft, and fraud are being committed. You refuse to offer any recourse after denying my reasonable requests for a refund or transfer of funds to points or store credits AND STILL refuse to allow access to money that I put into my account. How is that not theft? I expect much more out of a multi billion dollar corporation. Shame on all of you. Your actions are akin to taking money out of my wallet without providing the expected services. I did NOT agree to provide a $100 donation to Google, LLC.

How does locking me out of my own funds which I have repeatedly provided proof of purchase protect me from fraud and scams? All Amazon.com gift cards are done via email delivery through their partner ACI Gift Cards. You have to click a link in order to receive the gift card code at all. That link then takes you to ActivationSpot.

I have followed all terms of service and purchased the gift card from the legitimate source of Amazon. Yet every time I send in the form, I am told that their are discrepancies. What are those discrepancies?! Also, the reply email states that my gift card cannot be redeemed. That doesn't make any sense as well since the $100 balance is already in my Google Play balance. Your agents are copying and lasting a form letter response that is inapplicable and inappropriate to the situation. None of these replies have a human touch.

The delay and failure to fix the issue has already cost me many hours of time and opportunities to purchase in game characters and character skins in my games. There has been no offer whatsoever of compensation as a gesture of goodwill and remorse.

The pandemic has been going on for over two years -almost three- now. Using COVID as an explanation for increased service times would have been acceptable during the first year of the pandemic. There should have been adequate time and resources since 2019 to improve staffing and service times. Almost three weeks for a failure of a resolution is completely unacceptable.

To add further insult to injury, Google representatives are quietly trying to have my Better Business Bureau complaint quietly closed and stating that a final verdict has been determined. This reply conveniently leaves out that NONE of my concerns have been resolved whatsoever, including updating your forms, which request the front and back of a gift card, of which are inapplicable to DIGITAL gift cards distributed through email delivery.

I will be pursuing recourse with the ************************************ and further legal action as needed. Just remember that when you have a government complaint and/ or a class action lawsuit against the company that you could have simply allowed me to access the $100 gift card that I paid for through my hard work and store credit/ points. Good day.

Thank you,
******

On Wed, Sep 28, 2022, 14:10 <*************************************************************> wrote:
Google
Hi ******,

Thanks again for contacting Google Support!

I'm sorry to hear that the resolution offered wasn't what you wanted to hear. However, your case was handled according to our current policy, and I totally understand your desire to speak with someone higher but I am the highest one who handles customer support and escalating this issue will not change the decision that was made with your refund. Again, this will be our final decision on this matter. We will now be closing this case.

We regret any inconvenience that this may cause you.

Thanks!
******
The Google Support Team

GoogleGoogle Help Center
(c) Google LLC, ********************************************************************************************

As you can see above, Google, LLC has not provided any actual resolution. They have effectively stated that they have issued a final verdict without any transparency. I have been told MULTIPLE times to wait 48 hours after the problem has supposedly been fixed. Almost three weeks have passed. The absolute bare minimum that I expect with my rapidly thinning patience is that I be allowed full access to the funds that I purchased directly from Amazon.com. I do also expect to be compensated for this absolutely lengthy waste of my time in the amount of $100 in Google Play points/ store credit. At present, I keep on calling and emailing to try to access funds that I have rightfully purchased with my hard earned money. It is nonsensical to receive a copy and paste reply that you cannot help me redeem my gift card balance when it is already in my account balance, but locked. If you're using an AI algorithm, you need to replace it with the human touch.

Gift cards sold by directly by Amazon are distributed through ACI gift cards. Upon successful email delivery, customers are taken to ActivationSpot, at which point the customer/ recipient finally received the gift card code. The forms only reflect physical purchases/ cards as they ask for the front and back and location of purchase. I am using a DIGITAL gift card code. I am submitting screenshots of my proof of purchase and the error message. And the insensitive and unsatisfactory failure of a verdict. Failure to fix the issue cannot be addressed as a resolution.
See Attachment/File: Screenshot_2022-09-28-00-05-10-1775604829
Business Response
Date: 10/25/2022
Emailed the customer. Issue has been fixed by other internal team.
Initial Complaint
Date:09/10/2022
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 open a Phone service account with Google FI because they offered unlimited international calling. when I got to the site. I clicked on the first option. Not sure which was the one to choose then still being unsure if I had the right plan. I called to make sure. I told the customer support agent I was new and I wanted to be sure I had the correct plan. I told her I want the plan of unlimited international calling my fiance lives in Philippines. Did I choose the correct plan. I was told that the plan I had was indeed the right plan. So I went on paying my bill up until now $50 a month. Then right up until it was almost time for me to pay this month. I was getting all my bills done and going to pay the bill I was looking at $139.00 now I had seen this before because I was going to purchase more lines. But I cancelled the plan before I put in the order. I was going to wait until I physically purchased the phones for my fiance and my kids. so when I declined to add more lines the page went back to my original bill of $50 a month and then I sent my payment. through July and August I was calling my family with no issues until now September paying my bill. I looked on my phone app where I was to pay my bill it said I had 16 days of service to pay my bill. I had decided to pay now. and then I saw the $139 and I called immediately to complain after my complaint just hours after they turned off my service. I realized this was there reaction to correcting the mistake which they made.This is there system, I am not the one sitting at the controls to myself with the correct account. I was told I was paying for unlimited service and if I wasn't then its there job to put me with the right service I asked for simply wanted them to put me with the right account.I had no problem paying for what I asked for. And I should not pay for there mistakes
Business Response
Date: 11/15/2022
Business Response /* (1000, 5, 2022/09/12) */
Hello *******,

We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at https://support.google.com/

If you have already reached out through our Google Support channels, we ask that you please share your existing Case ID(s), so that we may further investigate.

To get in touch with our Google Fi team directly, please contact us via this page: https://support.google.com/fi/gethelp

Best,
Oliver
Google Support Team

Consumer Response /* (3000, 7, 2022/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not Give me a resolution Or any kind of help to solve this problem

Consumer Response /* (-5, 8, 2022/09/21) */
they have not called or contacted me on this issue at all. They have lied to me from the beginning.I only got this account for to contact my family in the Philippines. I was told it was going to be at no additional cost to contact them.

Consumer Response /* (-5, 9, 2022/09/22) */
They have not contacted me on the matter. I simply wanted the plan that would let me contact my family in the Philippines with no further charges. Was suppose to be included with my unlimited plan

Business Response /* (4000, 11, 2022/09/24) */
Hello,

Your issue has been escalated to the best experts possible for further investigation.

Our specialists are currently working on this case and should provide an update as soon as they have some new information.

We ask the BBB to provide us more time while we work for a solution.

Your patience is appreciated while we work for a solution.

Regards,
Phoebe
BBB Core Team

Consumer Response /* (-5, 12, 2022/09/26) */
Where is the response to or solution to this problem. Is this how you treat all your customers?

Business Response /* (-10, 14, 2022/09/30) */
Hello BBB Team,

Thank you for bringing this user's issue to our attention. Upon review of the issue, we see that user activated their Google Fi account on the Simply Unlimited plan. This plan includes free
calls between the US, Canada and Mexico, with affordable calls to other destinations. What this means is that calls to the Philippines will be charged per minute.

Unfortunately none of the Google Fi plans we offer include free unlimited calling to the Philippines. Please reference: https://fi.google.com/about/unlimited-calling. We do not show that the user reached out to our support team prior to signing up for service. As the user's calling charges are valid, we will not be able to accommodate the user's request for reimbursement.

We ask that the BBB close this complaint.

Thank you,
The Google Fi Support Team

Consumer Response /* (4200, 15, 2022/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That response does nothing about the situation at hand. the facts are they misrepresented the service causing me to owe them more money then agreed upon

Consumer Response /* (-5, 16, 2022/10/11) */
***Document Attached***
This conversations starts with me saying these exact words. Hello I want UNLIMITED CALL AND TEXT TO PHILIPPINES. HIS REPLY WAS AS FOLLOWS

Business Response /* (4000, 18, 2022/10/27) */
Hello,

Your issue has been escalated to the best experts possible for further investigation.

Our specialists are currently working on this case and should provide an update as soon as they have some new information.

We ask the BBB to provide us more time while we work for a solution.

Your patience is appreciated while we work for a solution.

Regards,
Phoebe
BBB Core Team

Business Response /* (-10, 20, 2022/11/02) */
Hello BBB Team,

While we'd like to provide an exceptional support experience, it is necessary that we adhere to our policies and we are unable to accommodate the user's request.

We ask that the BBB close this complaint.

Thank you,
The Google Fi Support Team
Initial Complaint
Date:09/10/2022
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 I was wondering how flexible is Google cloud with call center parts. I love this idea as a lot of Americans and abroad employees do and how happy they seem with this idea as businesses do as well. This a great go between that is effective in a pinch or a great learning experience with others. Service is great. But does Google cloud always do this? Thanks
Business Response
Date: 09/29/2022
Business Response /* (1000, 5, 2022/09/12) */
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 https://support.google.com/

If the customer has already reached out through Google 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 Cloud team directly, please contact us via this page: https:/*************************

Thanks,
Theresa
The BBB Core Team

Consumer Response /* (3000, 7, 2022/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
What other business's does Google cloud do business with? Is there a preference? What is google cloud call center for? Does Google call center assist with other business's issues? It would be great if Google call center was versatile enough to work with different companies or businesses in there call center thank you

Business Response /* (4000, 9, 2022/09/22) */
Hi ********!

Thanks for reaching out! Can you please verify if this issue is related to a reseller outside of your region or are you looking for a Google Cloud Partner in a specific country/region? Any additional details about your request will be highly appreciated.

Helen
Google Cloud Support

Consumer Response /* (4200, 11, 2022/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Outside of my region. Is it a call center
Initial Complaint
Date:09/10/2022
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.
Please refer to case BBB case # ******. Issue: YouTube is refusing to remove content my cousin has requested be removed off of their website, ***********. Background: My older brother created a YouTube account in 2008 and had posted private videos that I had made when I was 10 years old. The account has been inaccessible for many years due to the Google and YouTube merging. This channel has media on it that I am included in, (as a minor at the time,) and my cousin is included in, (also minor at the time.) My cousin recently requested that a video she is included in be removed, however, YouTube is neglecting to remove the video. With Google and YouTube's sites merging in 2011, you need to create a Google account to have a YouTube channel. They label pre-2011 accounts as "YouTube Legacy" accounts. With that being said, I have been unable to access the old YouTube account that my brother had created and "granted to me." I have tried following all of their instructions and account recovery steps in which due to the two companies merging, I am left getting bounced back in a 'recovery loop' between websites; continuously unsuccessful at recovering the account, even after furnishing proof that the account belongs to me. YouTube's Legal Support Team insist I follow their online instructions and if I cannot recover my account that way, there is nothing they can do. Recent issue: On 09/05/2022, I received an email from my cousin requesting to remove the YouTube video she is in. I respond same-day mentioning the issues with removing content but offered to notify YouTube. I forwarded her email to YouTube making reference to the previous case from 3 years prior. 09/06/2022, YouTube responds with instructions to recover the account, failing to refer to the previous case's details. 09/06/2022, I advising YouTube to please refer to the case as I experience a 'recovery loop.' They respond asking for my cousin to email them. My cousin sends the email, they respond asking again...
Business Response
Date: 11/02/2022
Business Response /* (1000, 5, 2022/09/12) */
Hello******,

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

If you have already reached out through Google Support channels, we ask that you please share your existing Case ID, so we may further investigate.

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

Best,
Oliver
Google Support Team

Consumer Response /* (3000, 7, 2022/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello, the previous issue reference in the complaint was resolved without the need of reaching out to another support channel. Being advised to suddenly have to contact Google Support is clearly a tactic being used to slow the process of resolving this concern. I ask, for the third time, to please remove the content from my lost legacy account due to privacy concerns from the individual in the video, or delete the channel as a whole. If the media is not removed, I will pursue further action on this case as the privacy of others is not being respected. Thank you.

Business Response /* (4000, 9, 2022/09/22) */
Hello******,

To better assist you, kindly chare the Channel URL in question.

In the meantime, please refer to our policies on content removal below:
*************************************************************

Thank you,
Phoebe
Google Support Team

Consumer Response /* (4200, 11, 2022/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello Phoebe, the channel URL is ************************************************* thank you for your time.******

Business Response /* (4000, 13, 2022/10/21) */
Hello,******!

Thank you for reaching out to us.

We understand the importance of your concern, however, we want to inform you that only the uploader of the video can remove the content from the YouTube Channel. If in case you cannot remember the email address or password that you used for your legacy account, we recommend going through account recovery, so you can access the account again and remove the video from your YouTube Channel. Here's how you can recover your account:

***************************accounts/answer/7682439?hl=en

We would also recommend privacy complaint process:

***************************youtube/answer/2801895?hl=en

I hope these options help.

Regards,
The YouTube Team

Consumer Response /* (4200, 15, 2022/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,

Thank you for your response. Please be advised that I explained the issue in my initial complaint regarding the inability to recover my lost account ever since the company switch to Google. I am consistently stuck in a looping error. Using the instructions you provided, researching the Google account forums, and performing basic endless troubleshooting does not resolve my issue. This same issue was resolved in the past by the Google team directly. I am unsure how I am supposed to respect the individual in the video's privacy concerns if I cannot access the channel based off of the instructions your support team continues to provide.

Please do me the favor of deleting the content as you did in years past. I am able to identify myself as the owner of the account, I can prove to your team where the account was created geographically, the emails associated, usernames, passwords, etc. I ask again that you please consider my request. I have tried all of your instructions to no avail. I can assure you by accepting my request you will not be in violation of disrespecting the account owner's wishes as I am the account owner, and you would not be liable for deleting content as this is my request.

Thank you,
*****
Initial Complaint
Date:09/10/2022
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 attempt to make a purchase on the Google Play store and keep getting bizarre errors that have no recognizable source. As such, I am unable to complete any transactions.

I have used Google's help center to no avail, and have looked up several phone numbers that are all disconnected. I have went through their menus to try to illicit a call or chat, but they will not provide ANY customer support as I am not a developer.

I have forked over too much money to Google over the years, and I refuse to be treated like this, and I will continue to file complaints and make noise on social media until I receive adequate customer service.
Business Response
Date: 09/27/2022
Business Response /* (1000, 5, 2022/09/12) */
Hello********

We apologize for any frustration you may be experiencing as a result of Google products or support. For the best and fastest support for your issue, we encourage you to contact us directly using the specified links below. For additional products and information, please contact us at https://support.google.com/

If you have already reached out through Google Support channels, we ask that you please share your existing Case ID, so we can further investigate.

For refund requests please contact us here: https://support.google.com/googleplay/answer**************
Or for information on reporting Gift Card Scams or other abuse, please visit this page:
https://support.google.com/googleplay/answer/*************

Best,
Oliver
Google Support Team

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