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

9,036 total complaints in the last 3 years.
3,241 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:08/31/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I filed a claim within the filing time period to receive google claim money. My google claim is- Your claim was successfully submitted!Settlement Claim ID: *********** Claim Confirmation Number: ******* I need google to mail my claim check to my address on file because I never received my google claim check. Please assist BBB.
Business Response
Date: 08/31/2022
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 *******************************************

Thanks,
*******
The BBB Core Team
Initial Complaint
Date:08/31/2022
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 purchased 3 items. I did not receive any of the 3 items. I asked Google for a refund on each item and i got no reply.
Business Response
Date: 09/01/2022
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: 09/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted Google multiple times trying to get help. You have denied every email and dispute I have asked for. Now I just want my money back.
Customer Answer
Date: 09/06/2022
Case number 1-6253000032365
Business Response
Date: 09/16/2022
Responded to customer by email. Waiting on more information.
Customer Answer
Date: 09/21/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the developer and no response. Google is supposed to give me my money back since the developer won't reply back.
Business Response
Date: 09/29/2022
Responded to the customer by email. We aren't able to process a refund because the issue isn't in line with our TOS. Customer needs to continue to try and reach the developer.
Initial Complaint
Date:08/31/2022
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 order to understand the issue I must provide some background knowledge. I am a business owner that relies heavily on Google Ads as well as Google My Business in order to get customers, reviews, and other things related to my Business. I run a small moving company under the name Monolith Moving Company, LLC. I have 40 reviews (which aside from 2 4 star reviews) are all positive 5 star reviews. I was seemingly in good standing and did not violate any terms of Google My Business. One day I decided to search my company and found that I was unable to see it listed on Google. I checked my account and sure enough without ANY warning Google had disabled my business and on top of that, had not given me a reason why they did. I went ahead and fixed any potential issues I could have possibly found (which were really none) and sent in a request for review to Google My Business. I received a confirmation from them saying they would look into it any if I did not hear from them within 3 days to contact them further. As of right now, it had been 11 days since I last got any type of response which was the automated one that I got from the initial filing. I have attempted to reach out multiple times in the email thread and even tried their phoneline which is out of service. Since I never got a warning I have no way of truly knowing how long my business has been disabled for. I have checked multiple times in all folders of my email for any type of warning with no success. I can only assume it had been 3 weeks since I noticed because that is when the most recent review was from. Since this is such a large part of my business, I am currently losing potential customers and I have no idea why. I have no clue what I did wrong. On top of this, Google was still glad to run my Google Ad's that I had so for potentially up to 3 weeks, I was paying for Google Ad's to run while not even being able to direct potential customers to my page. I just want to fix whatever got my business disabled.
Business Response
Date: 10/10/2022
Business Response /* (1000, 5, 2022/09/01) */
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 their 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.

To get in touch with our Google My Business team directly, please contact here: https://support.google.com/business/#topic=4539639&contact=1 Please remember to provide the email that owns or manages the GMB page.

Best,
******
Google Support Team

Consumer Response /* (3000, 7, 2022/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello ******,

Unfortunately I have attempted to contact Google My Business multiple times via multiple methods with no response at all. Therefore, my case number is 2-************* All I ask is that someone review my case and see that I have not broken any of the terms and conditions. If I did, it was entirely unintentional and I would like to know what I did wrong in order to correct the mistake. Please just have someone review my case and at the very least let me know what I did wrong if anything at all.

Best regards,
********

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

Thanks for bringing this to our attention. We apologize for any frustration you may be experiencing as a result of Google products or support. After looking into the issue further, we see that your business listing is live and active on maps.

Please let us know if you require any additional support.

Kindest regards,

The Google Business Profile Support Team
Initial Complaint
Date:08/30/2022
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 have been a customer of Webpass / Google Fiber since February of 2015. My annual contract renewed with them on February 13, 2022 for $700.00. Unfortunately I lost my job and we need to move to Florida to be closer to family. I tried to transfer my service but Webpass / Google Fiber DO NOT offer services at our new address. I canceled the service for August 5, 2022 and they refuse to provide a refund. They insist to keep using my annual payment for service I will not receive. Plus when someone moves into our former condo, they will probably license Webpass /Google Fiber and then they are making twice as much money - this does not seem right. All I want is a refund for August 5, 2022 to February 12, 2023.
Business Response
Date: 09/28/2022
Business Response /* (1000, 5, 2022/08/31) */
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 Fiber team directly, please contact us via this page: https://support.google.com/fiber/gethelp

Thanks,
Theresa
The BBB Core Team

Consumer Response /* (3000, 7, 2022/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already been in touch with their Google Fiber Support Team and they are the ones who are refusing the refund. How can they charge me for something that I will no longer be using in a subscription model? Someone else will be living in our former condo and they DO NOT provide services at our new location. I even asked if they could transfer the service and they said "NO".

They have not addressed this concern but instead sent back a generic reply to contact their support. Whey so I can be on hold and start all over with the same response? Provide a contact or ticket number of someone who is ready to address this problem or give me a refund.

***** ******

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

I am happy to report that we were able to make an exception to our policy and terms of service to provide a prorated refund for the months the customer was unable to use. This resolution has been communicated to the customer by our customer service team.

Thanks,
The Google Fiber Team

Consumer Response /* (2000, 11, 2022/09/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It took a lot of back and forth but they made an "exception" to their policy. I think they need to review their policy but in the end, I am receiving the refund.
Thanks for all your help.
Initial Complaint
Date:08/30/2022
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.
On Aug 7, 2022 I sought to purchase one credit on Audible for an audio book on in-flight meditation to moderate aerophobia for international flight on Aug 8. I learned that Audible customers were required to purchase 3 credits and I did so reluctantly on Aug 7, 2022 10:51:14 PM GMT+1 (purchase ID *************************. On Aug 9, with Google, I filed a refund request of $42.39 for U.S. - 3 Credit Bundle (Audible: ********************** and it was denied Aug 11. I contacted Audible, and rep confirmed that they could not assist, that I must communicate with Google, that it is not possible for Android users to purchase only one credit. Audible re stated via chat that Android users must purchase three credits, but that Apple users may indeed purchase only one credit. Consequently, I have been in touch with Google support since August 12 (Case ID ****************** seeking either a complete refund for $42.39 or a partial refund for ***** (two-thirds of cost, since I needed only one credit). Google has stated various times that they would refer my issue to support specialist and also requested that last digits of the credit card number used. However, they have not provided a resolution or responded "within 48 hours of our last interaction" as they promise. On Aug 16, I filed a dispute with Discover (Dispute # *********L), the credit card used for the transaction.
Business Response
Date: 08/31/2022
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 refund requests please contact us here: *******************************************googleplay/answer/2479637?hl=en
Or for information on reporting Gift Card Scams or other abuse, please visit this page:
*******************************************googleplay/gethelp

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 09/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I used the normal channels without success.

Rep seems unaware that Google issued a refund for this on 8/31.
Business Response
Date: 09/13/2022
Google has further reviewed the request. Upon further investigation, the order ID: ************************ was processed for chargeback for a total of $42.39. If you wish to pursue a refund for this order, we ask that you reverse the chargeback and reply back to the original case 2-8597000032826 with an update.
Customer Answer
Date: 09/16/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Please note that i have already received a refund from Google to my checking account for this amount. It is odd that the company is unware.
Initial Complaint
Date:08/30/2022
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 has charged 11.99 (plus tax 12.78) 8x since January of this year. 4 claims have been filed with all details yet they close them and say to contact PayPal even though it's a charge from google. Charges are for a YouTube premium subscription which I don't have and they are absolutely no help. No way to talk to a person, no way to get my money back. No advice on how to resolve. They just keep charging fees even though I've contacted them 4x.
Business Response
Date: 08/31/2022
Business Response /* (1000, 5, 2022/08/31) */
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 YouTube team directly about a paid membership or purchase, please contact us via this page: ******************************************

Thanks,
*******
The BBB Core Team

Consumer Response /* (-5, 6, 2022/09/03) */
Also, google says the issue is specific to my PayPal account but PayPal says I need to contact google. Have gone back and forth between both of them 4 times with calls/claims since January. Google should be able to see my account does not show any subscriptions yet they continue to charge and just close claims even though I contacted them when they first started making the charges.

Consumer Response /* (3000, 8, 2022/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately still unsatisfactory. I contacted the referenced YouTube support team and received the same response I received 8 months ago, which was to check with other family members and friends. However this has been done on multiple occasions and nobody has subscriptions showing under their account. You would think a company charging you money each month would be able to tel you what email or account signed up for the subscription or who is using it but they can not (or will not for some reason).

Business Response /* (4000, 10, 2022/09/22) */
Hello *******,

Thanks so much for getting in contact with us and we're so sorry to hear about the charges you are not aware of and your request to have it refunded.

A support agent should be reaching out to you to provide you assistance on your concern and ensure that this will be sorted out.

We look forward to helping resolve this.

Regards,
The YouTube Team

Consumer Response /* (4200, 18, 2022/10/11) */
Why would the case be closed saying no customer response when I've continued to say it it not resolved within specific timeframes?

Business Response /* (4000, 20, 2022/10/27) */
Hello *******,

Thanks so much for getting back at us and we're so sorry to hear about your concern about unauthorized charges.

A support agent made a follow-up with you last October 3, 2022 under case id: ***************, about your concern but it seems that they haven't heard back from you yet. I recommend responding to the support case so that they can further work on this.

We look forward to helping resolve this.

Regards,
The YouTube Team
Initial Complaint
Date:08/30/2022
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.
Trade-in for the new Pixel 6a phone was initiated. Google sent a trade-in kit with **** tracking. Package has been lost, but Google customer service refuses to provide any restitution. Note that Google is the shipper and retains all claims to the lost package.Documentation and photos that prove the phone was in working condition and the package was in good condition when shipped.
Business Response
Date: 08/31/2022
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 Store team directly regarding any existing orders, please contact us via this page: *******************************************store/gethelp

Thanks,
*******
The BBB Core Team
Customer Answer
Date: 09/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,

Thanks for your prompt response. I did try to contact Google support on multiple occasions, but I received many vague and tangential responses regarding this issue. I recall that the most common response was "I am confident that the support team will reach out to you with an update". However I never received any follow-up from Google support, nor was I provided a case ID.

I do believe that I took all necessary precautions to ensure the phone was adequately packed with the provided shipping box. I tried to attach a video of the packing process that also shows the phone in operating condition, but the video file seems to be too large. The trade-in value of the phone was the primary reason for my purchase of the new Pixel 6a.

Let me know if I can provide additional details.

*****
Business Response
Date: 09/13/2022
Hello BBB,

One of the Tier 3 has already reached out to the user under the case ID: *************** and he is assisting further.

Thank you,

Google Support Team
Customer Answer
Date: 09/16/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
Issue resolved through support ticket.
Initial Complaint
Date:08/30/2022
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.
I have purchased multiple movies and TV episodes and they are no longer available or showing I would like to know what is going on.
Business Response
Date: 09/23/2022
Business Response /* (1000, 5, 2022/09/06) */
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.
********************************************************

If you are having trouble locating the account, follow the steps below:

-Use the device which made the purchases.
-Open the Play Store app.
-Tap the profile picture in the top right corner.
-Next to the account you will see a drop down arrow.
-Tap the arrow to open the list of accounts associated with this device.
-Check the Budget and History or Library tabs to find the purchases.

For Play Store refund requests please contact us here: **********************************************************

Or for information on reporting Gift Card Scams or other abuse, please visit 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,
******
Initial Complaint
Date:08/29/2022
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 ported in my number into Google Fi and ordered a Fi phone when they advertised a discount. Upon receiving my phone, the phone did not come with a Sim card that has the phone number I ordered. Because I was signed into a different email address when I used the phone, Google Fi says I'm liable and is not going to honor the discount. This is structured to trick you and a way to not honor their discount/promotion. Immediately after I noticed the issue, I called Fi and they reassured me that because it's part of the same group plan, I need not worry about the promotion. Three weeks after I received an email saying I needed to use the phone with the same activated line. I did what was told after calling customer service. The next thing, they told me I'm still not eligible because it's not the account is using a different device. Make up your mind and stop cheating loyal customers of their money.Now if you want to take back this phone, please feel free. But do not advertise a certain price for a phone only to find ways to cheap out and charge full price. That is unscrupulous!
Business Response
Date: 08/30/2022
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

Regards,
BBB Core Team
Customer Answer
Date: 09/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
The case number is ***************. When I called in with my concerns on Aug 29 having done what the previous Fi associate told me, which was to now activate that phone with the original number and there would be no issues (this is the third time they told me there would be no issues if I did what they told), it still didn't work and they said they would escalate this to a specialist team and reply within 24 hours.

I keep emailing to follow up and then they went from saying ***** hours turnaround to now where they say they don't have a definite time frame and keep pushing it off.

I want a resolution to this with Google honoring the promotion and not giving me the run-around, and not charge me an absurd amount of money for a phone at full price. I have paid all my bills with Fi as a loyal customer but this experience has been horrendous and they're taking advantage of me here.
Business Response
Date: 09/21/2022
Hello BBB Team,

We thank the customer for providing us with this information. 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
Initial Complaint
Date:08/29/2022
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 mail and photos is trying to force me to buy products to store my files even though I have deleted many many gigabytes of files and photos and I am well within allotted 15 gigabytes. It just simply does not acknowledge that I have deleted all the files to free up storage capacity. I think this is part of a fraudulent scheme to trick users into upgrading to their storage products
Business Response
Date: 08/30/2022
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 *******************************************

Here's a help center article that you may refer:
*******************************************googleone/answer/9776477?hl=en

Regards,
BBB Core Team
Customer Answer
Date: 09/10/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already used all the links that Google provided in their response. They are useless and part of the scam. They never even allow to chat with anybody to help address the problem. There is no option of direct interaction unless you upgrade which is the whole point of the scam. There are many similar complaints online that can easily be found so this is clearly not a unique problem.
I am sure that if I have been able to easily find such complaints online, this is not the first time Google has been made aware of the issue and it is clear from their disingenuous response that they have no intention of behaving honestly.
Business Response
Date: 09/16/2022
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 non-paid Google services.

After deleting a large amount of files, it may take your storage quota ***** hours to adjust. Keep in mind the Trash folder still counts towards the total storage used.

-Empty the trash folders in Gmail, Drive and Google Photos to relieve stress on your storage quota.

-Log out of your Google Account and sign back in to reconnect to Google Servers.

If after 72 hours your storage is still not updated to reflect the files deleted, please contact us using the form linked below:
*********************************************************************

Thank you,
******
Google Support Team
Customer Answer
Date: 09/19/2022
***Document Attached***
Just to demonstrate the point i made before, i have done the same thing again: deleted thousands of photos and taken screenshots of that.
That was on Sept 11, 2022 and the overall capacity of my storage has not increased since then.
Even assuming that each photo were a single MB(they were all likely more than that) the total of photos deleted would be upward of 5GB, yet none of that had any effect on my storage capacity
See Attachment/File: 220911-google photos deletion.pdf
Customer Answer
Date: 09/22/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
this is like a broken record. like i said twice before now, i already tried the links and they are designed to actually never provide a solution.
please see - AGAIN - attached evidence of files already deleted and ADDITIONAL evidencec of no change in storage capacity after 10 days from deletion of files.
See Attachment/File: 220922-google storage still unchanged
Business Response
Date: 10/05/2022
Hi,

We request the user to perform the following steps:

1. Delete via Google One storage manager(*********************************************************)
- visit *********************************************************
- scroll down to Large Items(*****************************************************************)
- select `Large photos and videos` under the Google Photos logo
- select the items to delete and tap on trash on the top right
- go to *********************************************** and click on empty trash on the top right

2. Alternatively, delete via Photos Large *************** section
- go to ***************************************************************
- select the items to delete
- click on move to trash
- go to *********************************************** and click on empty trash on the top right

3. Delete unsupported videos in Google Photos
- go to ***********************************************************
- select the items to delete
- click on the trash icon on the top right to permanently delete them

4. Convert the items to Storage Saver to free up space (assuming the items are in Original Quality)
- On your computer, go to photos.google.com.
- At the top, click Settings and then Manage storage.
- Under "Recover storage," click Convert existing *************** to Storage saver.

5. IMPORTANT Check **all** devices that are uploading in Original Quality
- this is discussed in ****************************************************************
- note that the article has tabs for three platforms: Computer, Android and iOS
- make sure that it they are not doing any backups OR the backup is set to storage saver

Thanks,
Google Support Team

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