Complaints

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

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• 

  Google, LLC

  1600 Amphitheatre Pkwy Mountain View, CA 94043-1351

• 

  Google, LLC

  600 - 10 Dundas St. E Toronto, ON M5B 2G9

• 

  DoubleClick Inc.

  111 Eigth Avenue, 10th Floor New York, NY 10001

• 

  Google Fiber

  650 North Ave NE # S205 Atlanta, GA 30308-2705

• 

  Google Fiber

  920 Bob Wallace Ave SW STE 323 Huntsville, AL 35801-5644

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:09/07/2022

  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 have multiple google products. I have pixel phones, pixel buds, gmail, nest cameras, google smart home etc. I have a lot invested with Google. I have several products under warranty that have failed and I have spent months trying to get replacements. I have tried escalating and have provided answers to their questions. I cannot get resolution to these issues. The customer service people say they will get back with me in 24 hours and never do. My child's pixel buds A series was a Christmas gift. By June they were inoperable and would no longer connect to her pixel phone. I confirmed with the customer support team they were defective and that they needed to be sent in for evaluation and possible replacement per the warranty. It is now September and after many calls, chats, and emails, I still cannot get a package sent to return them for evaluation. Also, my other child has a chromecast and same story. Chromecast no longer works due to upgrades and a replacement was supposed to be sent. Still not sent and ZERO communication. If a manager or supervisor will contact me, I will share the emails with them.
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/09/08) */
  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 Store team directly regarding any existing orders, please contact us via this page: https://support.google.com/store/gethelp
  
  Thanks,
  *******
  The BBB Core Team

• Initial Complaint

  Date:09/06/2022

  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 CALLED GOOGLE FOR TECH ASSISTANCE REGARDING MY G MAIL ACCT. TO ADD SIGN IN VERIFERS AND I JUST KEPT HANGING ON THE PHONE. THIS IS POOR SERVICE...THEY CAN DO BETTER BY IMPROVING THEY'RE MANAGING THEIR ACCOUNTS SECTION AND ANSWERING THE PHOHE. GOOGLE HAS PLENTY OF EMPLOYEES SLEEPING AT HOME THAT CAN GET OFF THERE COUCH AND RESPOND.
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Hello *******,
  
  We apologize for any frustration you may be experiencing as a result of Google products or support.
  
  Gmail support is web based, via our Support Center. Google does not offer live support for non-paid services. For the best and fastest support for your concern, we encourage you to visit our support center using the link below:
  https://support.google.com/mail/?hl=en#topic=7065107
  
  For more information on adding two-step verification to your Google Account, follow the guide linked here:
  https://support.google.com/accounts/answer/185839?hl=en&co=GENIE.Platform%3DAndroid
  
  Still having trouble?
  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 https://support.google.com/
  
  Thank you,
  ******
  Google Support Team
  
  
  Consumer Response /* (3000, 7, 2022/09/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Low quality support....no customer loyalty
  
  
  Business Response /* (4000, 9, 2022/09/24) */
  Hi,
  
  We have thoroughly reviewed your complaint and are unable to determine the specific product that you are experiencing issues with.
  
  We are willing to assist you further, however we would need more information to route your case to the appropriate team so that they can look into this ASAP.
  
  Here's what we need:
  
  What is the device that you are trying to use your Gmail on?
  
  Did you try any other device and see if that works?
  
  Could you explain more about the issues with the Gmail that you are experiencing?
  
  Once we receive this information, we should be able to assist you further.
  
  Regards,
  *******
  BBB Core Team
  
  
  Consumer Response /* (4200, 11, 2022/09/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Did you read my complaint? It was very clear: I asked how to add additional identification verification choices on my e-mail account in case I need a new password. I cannot find the area on the platform to add them. Goggle answered initially stating, "we do not talk to customers...use the web site." If that's the case I do not need G-mail. Again, it's not about devices. I am using my PC. If you wish to help call me at ************
  
  
  Business Response /* (4000, 13, 2022/10/19) */
  Hello *******,
  
  Google provides dedicated support for each of its products and services. The type of support (web-based, email, phone, or chat) varies for each product. Fortunately, we offer dedicated web-based support for Gmail and adding security options to your Google Account.
  
  To resolve your issue as soon as possible, please visit the dedicated support page. This is a hub for you to submit queries with the search function, or post questions.
  
  For your convenience I have linked below the most helpful articles for your issue.
  
  - Turn on Two-Step Verification:
  https://support.google.com/accounts/answer/185839?hl=en&co=GENIE.Platform%3DAndroid
  
  -Using physical security keys:
  https://support.google.com/accounts/answer/6103523
  
  -Avoid getting locked out of your Google Account:
  https://support.google.com/accounts/answer/7684753#2sv_backups&zippy=%2Cif-you-use--step-verification
  
  
  As an additional resource, I recommend a review of our Community Help Forum. Connect with other users, learn about features and feedback, and engage with members of the Google team.
  https://support.google.com/accounts/community?hl=en
  
  I hope this extra information alleviates your concerns.
  
  Thank you,
  ******
  Google Support Team
  
  
  Consumer Response /* (4200, 15, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  GOOGLE IS A LOW LEVEL SERVICE PRODUCT. PAWNING ME OFF TO THEIR USLESS WEB SITES INSTEAD OF PROVIDING SUPPORT SPEAKS TO THE FACT GOOGLE IS NOT CUSTOMER LOYAL. GOOGLE SHOULD SPEND LESS TIME BEING WOKE AND PAY ATTENTION TO THEIR CUSTOMERS NEEDS. HOWS THIS? I WILL SWITCH TO MICROSOFT AT LEAST THEY CALL YOU BACK!

• Initial Complaint

  Date:09/06/2022

  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.

  The cancelled order (Order # GS.1247-8367-7589) need to be fulfilled.

  Business Response

  Date: 09/07/2022

  Hello Gijun,
  
  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 Google Store team directly regarding any existing orders, please contact us via this page: *******************************************store/answer/7334136?hl=en.
  
  Best,
  ******
  Google Support Team

  Customer Answer

  Date: 09/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have already contacted several times but I have received anything helpful information. They don't look like wanting to resolve the issue. They said that I can just reorder it but it keeps giving me error message. Here are the recent inquiries 0-6934000033306 / 9-9467000033353
  See Attachment/File: 6F8AC349-2C6C-4FB1-B1AB-91FDBE42DCFC.png

  Business Response

  Date: 10/01/2022

  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
  

  Customer Answer

  Date: 10/12/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:09/06/2022

  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 Fi customer service refused to honor its promotion after I followed its instruction and purchased, and activated Google *********** In my conversations with Google ******************** I have provided them with the receipts and evidence of purchase and activation of Google *********** I request the business to keep its promise and honor the promotion.

  Business Response

  Date: 09/07/2022

  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.
  
  To get in touch with our Google Fi team directly, please contact us via this page: *******************************************fi/gethelp
  
  Thanks,
  *******
  The BBB Core Team

• Initial Complaint

  Date:09/06/2022

  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 obtained service from Google Fi due to their service working in other countries for a cheap price. I was not able to get my phone number switched over to google fi sim before I left the country and had to try to get it switched while I was overseas. I also noticed that my phone was not compatible so I also got one of their phones that they offered at a discounted rate if we switched our number over. I only got the phone because it was reduced. As per one of their stipulations you had to transfer your number within 30 days. I went ahead immediately transferred my number to get the rebate. They saw the initiation and I kept telling them I had issues with my current company to have it transferred. They advised they do see that I was transferring the number. I asked for them to remove it as a courtesy since I had issues with my company to have it removed. They advised multiple times that they do see that I initiated the transfer within the timeframe to receive the rebate but would not remove it. I disputed with my credit card company and they removed the charge. Now they are trying to charge me again for the phone. I would like the charge to be removed immediately from my account.
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/07) */
  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 Fi team directly, please contact us via this page: https://support.google.com/fi/gethelp
  
  Thanks,
  Theresa
  The BBB Core Team

• Initial Complaint

  Date:09/06/2022

  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 had gotten a gift card from a gpt site or get paid to site that is pretty well known and doesn't send fake cards. This site is called swagbucks btw. So anyway I get one card and then it says it needs more details. So I thought no big deal and clicked the link now one problem with this is the code I got was in email. I didnt have the receipt or the card just the code. So K contacted there support and basically got blown off instantly. So now J have 3 useless codes for Google play and there customer service was no help at all. I'm not asking for compensation I'm just asking for them to fix this.
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/07) */
  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/2479637?hl=en
  Or for information on reporting Gift Card Scams or other abuse, please visit this page:
  https://support.google.com/googleplay/answer/9057338?hl=en
  
  Best,
  Oliver
  Google Support Team

• Initial Complaint

  Date:09/06/2022

  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 subscribed to Peacock service on my TV and found now, that I never use it. I have been trying to get the monthly charge of $4.99 stopped. It goes to my Master Card. I realize that this charge isn't a lot of money, but I do not use this channel and do not want to keep paying for it. Google makes it difficult/impossible for me to get this done. I am 75 years old, and am computer literate. I can not get this done by myself. Help!!
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Hello Randall,
  
  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:
  **********************************************************
  
  Best,
  Oliver
  Google Support Team

• Initial Complaint

  Date:09/06/2022

  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 ordered the Google Pixel 6 Pro on December 26th and received my defective phone on January 5th. I have contacted support numerous times by phone and email and they have not addressed a single issue. The issues are outlined in the correspondence I will attach, but in general it does not function as a smartphone. It struggles to make and receive phone calls, texts and notifications. It has considerable issues with apps running on the phone and it is extremely slow accessing the internet. Google advertises its 5G phone as being faster yet it is far slower than my previous 4 year old phone and I cannot watch multimedia such as videos or anything streaming unless I am on wifi. I have tried to work with Google to resolve these issues including replacing the *** card and updating the phone, but these issues have not been resolved. Order number GS.6230-3970-8863

  Business Response

  Date: 09/07/2022

  ********************,
  
  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.
  
  To get in touch with our Pixel team directly, please contact us via 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
  

  Customer Answer

  Date: 09/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I already opened a support case ID 7-1440000032775 in April and have contacted them multiple times over the past 5 months. The last response was Sept 7 and it was supposedly assigned to a Google Support Supervisor. While they have apologized and said they would refund me, it has never happened.
  
  I have worked in IT for over 30 years, and I have never experienced worse technical support than Google. They do not work on open tickets and do not respond no matter how many times you write them. I also cannot contact them because my original ticket has been open since April.
  
  I have also been reading the reviews on many sites and the issues I am experiencing are happening to others. I have contacted ******** and they have confirmed that my phone is only receiving Wifi calls. Incidentally, ******** does not sell this phone anymore.
  
  Google obviously has serious technical issues with the Google Pixel 6 pro and other models as well as the worst customer support. As a result of these issues, I had to open this BBB complaint. I also opened an FCC complaint.
  
  In addition to the phone refund, I also want a full refund for the charger and accessories that I had to purchase for this phone. This phone does not function anywhere close to how it is advertised. It is not a smart phone. I am attaching the google correspondence that I received.
  
  
  
  See Attachment/File: Gmail - Your Google Support Inquiry_ Case ID *******************

  Business Response

  Date: 09/26/2022

  Hi,
  
  Thank you for bringing this issue to our attention. I will reach out to the customer in Case *************** and keep you updated here. I will close the loop when we come to a resolution.
  
  Regards,
  Meet

  Customer Answer

  Date: 10/12/2022

  I have received my refund, however I do have an additional request. I would like them to stop collecting data on my account.
  
  Google asked for my permission to collect data on my phone for troubleshooting purposes. I signed a release to allow this to happen. I intend to purchase another Android phone and will keep the same Google account, email, etc. I want Google to revert back to not collecting data going forward.

• Initial Complaint

  Date:09/06/2022

  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.

  ******* IS A SCAM! I literally was charged the full price after only having the subscription 3 days which isnt long enough to know for sure, if the subscription is worth it or not. Needless to say, less than 2 weeks of having the subscription and I know for a fact, that the subscription is not worth and it is complete trash! Today, I have had issues for the past 2 hours with the "live" streaming option and have been unable to watch any live streaming through ******* TBV and there is no way to get in contact with technical support. The "chat" option is unavailable because "all agents are busy", and when I attempted to use the "callback" feature I received an error message that advised me to "try again" and I wasnt about to even attempt to use the "email" option because this would take at least 10 business days to receive a response. When I attempted to request a refund, the system prompted me stating that I wasnt "eligible" and then informed me to use the "contact us" option for more details which doesn't even work. Also, just to cancel my subscription, I had to log in almost 10 times! I even selected the option that states "do not ask me to sign in with this device" each time logged in and I still was asked to authenticate multiple times. The only way I was able to cancel my subscription was by logging into my computer. It definitely has been a trash experience and needless to say, when "live" streaming or viewing a movie, the sound continuously increased and decreased; even after I reset the sound settings on my TV. The issues with sound only occurred while using ******* TV on top of that. I need my money back considering I have experienced technical issues considering the policy clearly states that a refund is warranted and will be issued if you experience technical difficulties. Here is one of the many playback error's I received while live streaming: 8:QR5N FDMK J9N9 (Sorry, there was an error licensing this video).

  Business Response

  Date: 09/07/2022

  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 ********** team directly, please contact us via this page: *******************************************youtubetv?hl=en#topic=7071745
  
  Best,
  ******
  Google Support Team

• Initial Complaint

  Date:09/06/2022

  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.

  In December I switched phone service to GoogleFi. Who lied about all promotions and credits to close the sale. In any instance or 9/3/2022 my phone was lost or stolen. I called Google Fi to have the phone cut off for fear someone would be able to access my personal bank info ect. They wanted me to verify my account by receiving a text on a phone I told them was lost/stolen. They then asked me to verify from a code sent to my email address. I advised them that becuase my phone was synced to all of my email accounts the one used for the account *********************** & the recovery email of ****************** I was unable to get into my email. So now I am asking to please allow me to verify another way send a letter to my house I can sign and mail back I can send a copy of my id or verify with payment info dates amounts something to cut my phone off and allow me to contact phone insurance that I have been paying for for a year to have the phone replaced. When trying to rcover my email I never get asked any security options just an option to send to the phone I dont have or the email I cant get into according to Online help boards that is an option. So then I fugure ok I will just leave Google Fi and take the numbe that I ported to them in Dec 2021 - but no they wont give me the pin and account info because I can verify! This surely a rip off system that is non helpful to customers. At this point all I am asking is for access to my Gmail account ****************** and *********************** or be giving my pin and port info needed to get service through another carrier using the number I owned before porting to them of **********. This number is linked to my non profit REIGN *********** of SC that I use to feed the homeless and supply toys to ANGEl **** children.I

  Business Response

  Date: 09/07/2022

  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.
  
  To get in touch with our Google Fi team directly, please contact us via 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
  

  Customer Answer

  Date: 09/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Using the contact/support methods are time consuming & mostly pointless. customer serv reps are liars.. leads to nowhere. I will provide my responses here.
  
  Re: Your Google Fi Support Inquiry: Case ID ***************
  
  Google
  Thanks for contacting support.
  You can find a copy of the conversation you requested below.
  
  Chat transcript for case: 4-3242000033266
  Sep 9, 10:18 PM (Pacific Time)
  
  10:19:25 PM *******: ******* joined the conversation
  10:19:26 PM Z Kesselly: ****************** joined the conversation
  10:19:28 PM *******: Welcome to Google Support. My name is *******. How are you today?
  10:20:28 PM *******: You've been pretty quiet. Are you still there?
  10:21:23 PM Z Kesselly: yes
  10:21:32 PM *******: In case you need to refer to this chat interaction in the future, please take note of the following ID ***************.
  
  10:21:33 PM Z Kesselly: I need to file a claim
  10:21:59 PM *******: *******, I am sorry to hear about the lost device.
  10:22:01 PM *******: Not to worry. I'll surely help you.
  10:22:06 PM *******: In case the conversation gets disconnected, we will send you a follow up email with the next steps or asking for information to resolve the issue. Please feel free to contact us via your preferred channel for immediate assistance.
  
  10:22:34 PM *******: Please help me with the device **** number?
  10:22:47 PM *******: Please go to your Google Fi Account > Your Plan > click on your device name. There you'll find the **** number too.
  
  10:23:31 PM Z Kesselly: gpomf mpy
  10:23:47 PM Z ***************** Galaxy Z Flip3 (5G)
  ****: 350579004961826
  10:23:52 PM *******: Thank you for the details.
  10:24:04 PM *******: As a reminder, I want to let you know that if your claim gets approved, in order to get your device replaced, you will be charged a deductible of $249.00 on your next monthly bill. Are you OK with this charge?
  
  10:24:16 PM *******: Additionally, if your claim is approved, your lost device will be blacklisted by Fi, meaning it won't work on Fi and other carriers.
  10:25:14 PM Z Kesselly: WOW I did not know it was that much.. But yes that is fine
  10:25:21 PM *******: Thank you for confirming.
  10:25:28 PM *******: I will be sending you an alert prompting you to file a claim. Please make sure you are logged into your Google Fi account - you will need to be logged in on a browser (it will not show on the app on your phone).
  
  10:25:37 PM *******: Please let me know if you can see the notification.
  
  10:26:18 PM Z Kesselly: Please do because I have no clue of where it is and the link cannot find it. I do not have the phone so would not get a link there
  10:26:55 PM *******: You will see the notification on your Fi account.
  10:27:11 PM Z Kesselly: I am in my account where do i look for it
  10:27:35 PM *******: In the main Fi account page.
  10:28:29 PM Z Kesselly: Hi, Z
  Your current cycle ends in 11 days
  10:28:35 PM Z Kesselly: I do not see anyting
  10:29:54 PM Z Kesselly: hello
  10:30:46 PM *******: Please login using an incognito window ( cntrl + space + N) in your computer.
  10:31:06 PM *******: Then go to fi.google.com & login with your email credentials.
  10:32:14 PM Z Kesselly: I am here now what
  10:32:31 PM *******: Please look for notification, I have sent it again.
  10:34:26 PM Z Kesselly: Your claim is approved
  10:34:41 PM *******: Great!
  10:34:49 PM *******: Please help me with your shipping address?
  10:35:14 PM Z Kesselly: ********************************************
  10:35:21 PM *******: Thank you!
  10:36:04 PM *******: I'll send you a confirmtion email about the claim and you should expect to receive an email with the shipping information in the next 2 business days (usually sooner).
  
  10:36:05 PM *******: We'll go ahead and blacklist your old device. Is there anything else I can help you with?
  
  10:36:36 PM Z Kesselly: Yes how can I erase all data in the lost/stolen phone
  10:37:33 PM Z Kesselly: Are you here
  10:38:10 PM *******: Yes!
  10:38:14 PM *******: Let me check.
  10:38:49 PM Z Kesselly: I saw it somewhere when I tried to do find my phone
  10:39:03 PM Z Kesselly: but now I cant find that page SMH
  10:40:29 PM *******: Please allow me 2-3 minutes.
  10:40:36 PM Z Kesselly: zOK
  10:42:03 PM *******: Thanks for the wait.
  10:42:09 PM Z Kesselly: thank you
  10:42:46 PM *******: To remotely locate, lock, or reset a device, sign in to Find My Device with your ********************** Fi account.
  
  Find My Device won't work when:
  The device is turned off.
  Location permission is turned off.
  The device isn't connected to Wi-Fi or the cellular network.
  If the user sets the device as hidden in ********************** Play, the device won't appear in Find My Device. The user can change visibility settings at play.google.com/settings.
  Find My Device doesn't erase ********************** contacts. Users can find saved contacts for your Google account at google.com/contacts.
  10:43:59 PM Z Kesselly: No there was link in GOOGLe fi that said I could reset phone or erase data
  10:44:26 PM Z Kesselly: Have you shut the service off for that phone when you blacklisted it?
  
  10:45:42 PM *******: Yes this phone will not work on other carriers.
  10:46:19 PM *******: There is no such link to erase data. Only Find my device is an option.
  10:46:47 PM Z Kesselly: I mean work at all because its still active with GoogleFI
  
  10:46:51 PM Z Kesselly: ***************************************************
  10:47:05 PM Z Kesselly: That is where you can erase the device date
  10:47:10 PM Z Kesselly: data
  10:48:32 PM Z Kesselly: Do you show that ****************** is the only email onfile I need to reset my password
  10:49:33 PM Z Kesselly: Want to make sure because
  10:50:02 PM Z Kesselly: also can I add a temporary number on my google fi account to get text
  10:50:11 PM *******: That's correct as this the only email linked with Google Fi.
  10:50:26 PM Z Kesselly: and use in case I need to verify with googlefi when calling?
  10:50:41 PM Z Kesselly: the email for verification should be ******************
  10:51:59 PM Z Kesselly: and the phone should be ************ until zi get my phone. Do I hace confirmation number and how long will it take for my new phone to come
  10:52:12 PM *******: This number is currently active on your Fi account. If we add a new temporary number then you will lose this number.
  10:53:03 PM Z Kesselly: No do not want change it then. I just want to make sure you have ****************** as my email address.
  10:53:38 PM Z Kesselly: I want to keep ************. How many days will it be before my new phone comes
  10:54:01 PM Z Kesselly: Is that the email you show on my account
  10:54:32 PM *******: Yes this is the email.
  10:56:07 PM *******: I would request you to wait for an email with the detailed instructions about replacement phone.
  10:56:39 PM Z Kesselly: Thank you I will look for the email with shipping details at that email address. And you will cut the service off on the lost/stolen phone or will it stay on until I get the new phone?
  10:56:48 PM Z Kesselly: Or should I pause it on my end
  10:57:06 PM *******: Please go to your Fi account > Your plan > Pause service.
  10:57:17 PM *******: You can resume services once you get your replacement phone.
  10:57:26 PM Z Kesselly: I just did
  10:57:33 PM *******: Perfect!
  10:57:37 PM *******: I hope I was able to resolve your issue, Is there anything else I may help you with today?
  10:58:25 PM Z Kesselly: Thank you No Good night God Bless you I am so grateful. I have been calling Google FI since I lost it on last fri/sat and no one would help me
  10:58:46 PM *******: Happy to help you, *******!
  10:58:50 PM *******: ******* left the conversation
  10:58:50 PM *******: Thanks for contacting
  10:58:50 PM *******: *******
  
  On Tue, Sep 13, 2022 at 11:45 AM promised it would be sent allow 2 more days to be emailed tracking number fo
  On Thu, Sep 15, 2022, 10:57 PM <************************************************************> wrote:
  Google Fi
  Hi,
  
  Thanks for contacting Google Fi support. I hope you're doing well.
  
  Thanks for writing back in!
  
  I understand that your concern is regarding the new phone not yet shipped at your address, I can understand how important this is for you.
  
  To check this further for you, please help us with the information :
  Order ID of the phone purchase.
  Have you received the tracking number of the order?If yes, help us with the tracking number.
  Awaiting your response
  Thanks,
  Tabassum
  Google Fi Support
  
  On I replied to this old ticket desperate for a response Since 5 request for a manager call back resulted in 0 manager call backs Re: Your Google Fi Support Inquiry: Case ID ***************
  
  To date I have been lied to at least 20 times to a manager call back form was sent. The insurance claim was accepted ( see chat I copied that rep) an email with tracking info will come lied 2 twice about that now. This is ridiculous. I am paying monthly serv for a phone I don't have any you won't cut off to prevent the thief from

  Customer Answer

  Date: 09/17/2022

  Spoke to ***** who said it would escalated to specialist ****** and would here from him in yet another 2 business days! I've been told this at least 6 times now. Including via this BBB complaint and have heard nothing.
  Compensation Request Change. To be refunded September charges. To receive my replacement phone unlocked waiving $249 fee and 1 month bill credit

  Customer Answer

  Date: 09/17/2022

  New number is 8-0117000033103 from Convo with ***** 9/17/22

  Customer Answer

  Date: 09/23/2022

  ***Document Attached***
  Received an email 3 days ago. ( Attached doc) Once again after being told the a request was sent to a "specialist' allow 2-3 days.
  I did get an email saying ****** was reaching out to shipping and I would hear back in yet another 2-3 days. ( This seems to be the robotic response reps are programed to say over any issue)
  Today 9/23 I called again to be told the same thing! No phone, no order date, no replacement phone. I've was billed for services this month. Yet do not have a phone. It has been almost a month and nothing has been done. I've spent more that 16 hours calling Google Fi
  See Attachment/File: Screenshot_2022-09-23-07-30-42

  Business Response

  Date: 09/29/2022

  Hello BBB Team,
  
  Thank you for bringing the user's issue to our attention. We have fully reviewed the case and we see that the user contacted us about their device being lost. Our shipping team worked with the user and due to inventory constraints, the team was able to provide the user with an upgraded device at no extra cost. They also offered the user a generous credit which they refused.
  
  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 DID NOT accept the response from the business.)
  I was never offered a credit nor did I refuse one. Actually I asked to be credited for the month of ***************** since I had no phone from 9/3 -9/28 ( I received my replacement phone 9/28). I was told t they would credit $60 of my ****** paid Sept 2 2022. I felt insulted. Google did waive the $249 insurance replacement fee. Told me I would get this phone free. But they still are charging me ****** remaining payments for the lost phone. I am asking for the ****** phone charges to be waived. A credit of ****** for Sept bill. And for ******* for the endless hours spent on the phone on addition to not being able to get calls from clients of my non profit. This horrible experience left many people with out help from my non profit ( REIGN ****************** 100 in South Carilina ) I am so disgusted with Google. If this is not handled on the level I will be mfiling a Civil Suit. Please let me know if u need ***************** emails. Hopefully they don't erase my account!

  Customer Answer

  Date: 09/30/2022

  ***Document Attached***
  
  See Attachment/File: Screenshot_2022-09-30-07-42-44.png

  Customer Answer

  Date: 09/30/2022

  ***Document Attached***
  Attached is a copy of so called great big credit that was offered which was not even my entire bill that was paid the day before I lost my phone. And yes I refused it because I felt my entire bill should have been credited. One because I had no phone or service and 2. Because Googlefi failed to cut the service to the lost phone off and failed to replace it for nearly 30 days.
  See Attachment/File: Screenshot_2022-09-30-07-42-44

  Customer Answer

  Date: 10/27/2022

  Can I open a new claim as they put in their remarks that they waived the replacement fee of $249. Yet I got a bill for it just 2 days ago. See attached

  Business Response

  Date: 11/07/2022

  Hello BBB Team,
  
  Thank you for bringing the user's issue to our attention. We have reviewed their case, and we see that the user's device was lost so they needed a replacement. Due to an inventory issue, we provided the user with an upgraded device as a replacement. We have also provided a one time courtesy credit to cover the cost of the deductible charge.
  
  The user has since canceled their ********************** ********** and ported their number to another carrier. The user is still responsible for the remaining financing balance on the device. This will be added to the final closing bill. While we'd like to provide an exceptional support experience, it's also important we adhere to our policies. Unfortunately, we will not be able to waive the financing balance.
  
  We ask that the BBB close this case.
  
  Thank you,
  The Google Fi Support Team