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

9,043 total complaints in the last 3 years.
3,260 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:07/25/2022
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.
July 5th 2022 Pay for protection and lost phone.Hours on the phone with support requests gone unanswered for supervisor contact.Charged for phone that was supposed to be covered under plan. Refuse to get back to me ASAP Several attempts to connect with support gone unanswered.overcharges .Finally got a phone however it is older version of the phone I paid for protection on.no stylist included and no sim card to work the phone.Frustration beyond words.
Business Response
Date: 07/26/2022
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
Initial Complaint
Date:07/25/2022
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.
Running a promotion for free titan key if you have the 2tb one plan. I do and meet all requirements and yet don't have the code. Chatted with support in circles and they just send me to the same rules I keep proving I am meeting. They finally said it's only for New Accounts and that's not in the laguage anywhere in the terms they direct me towards. When ask for supervisor they refused and said they are the only authority and would no escalate my issue beyond the first agent or transfer me to anyone else but them - effectively ending my support after 1 chat agent. I have been a loyal Google 1 subscriber awhile and even paid for the older less secure titan key and think I deserve the new according to the promo.
Business Response
Date: 09/28/2022
Business Response /* (1000, 5, 2022/07/26) */
Hi,

We apologize for any frustration the customer may be experiencing because 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 Google Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

Regards,
Thomas
The Google Support Team

Consumer Response /* (3000, 7, 2022/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company obviously doesn't take time to listen or read the complaint as they would know that I did reach out and was refused to be escalated when I didn't get the results. But to help them expedite the matter here is the same information they were given, and this is exactly why I didn't choose to use support a 2nd time. Your Google Support Inquiry: Case ID ****************

Business Response /* (4000, 9, 2022/08/12) */
Hello,

We will be reaching out to the customer directly to communicate further regarding this issue.

Thanks,
The Google One Team

Consumer Response /* (4200, 11, 2022/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been talking with them from my own efforts and they still have not resolved the matter. The case is closed it says on my end and when I email I just get the same runaround. No one has reached out to me from the company that wasn't a direct prompt from my end.

Business Response /* (4000, 13, 2022/09/01) */
Hi,

Thank you for the information provided. We were able to locate your existing case with Google One and will continue with communications there.

Best,
Google One Support Team

Consumer Response /* (4200, 15, 2022/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted and told the terms I read on the site were misquoted , and then I gave them the terms from their own employee which matched the site and they said that employee was wrong and would be coached - but that doesn't change 2 published sources saying I am eligible and after all this effort I would expect them to honor it.

Business Response /* (4000, 17, 2022/09/26) */
Hello

Can we please confirm if there was a resolution for the issue via the case ID that you have provided?

Thanks,
The Google One Team

Consumer Response /* (2000, 19, 2022/09/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:07/25/2022
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 a fake review placed on our company Google site and I can't get Google to respond back. I've gone through their site and followed the procedure to have the fake review removed and It's been months without anything being done or even a response. Who knows how much business we have lost because of this. I called one of their Marketing numbers to try and get a number to call to have this resolved. She couldn't help me & hung up on me. She told me there is NO number to call and speak with anyone. I found a number online. I sat on hold on that customer service number for an hour and just gave up. I want someone to contact me to get this resolved.
Business Response
Date: 09/07/2022
Business Response /* (1000, 5, 2022/07/26) */
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 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

Regards,
BBB Core Team

Consumer Response /* (3000, 7, 2022/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did this twice and still no one responded to me. Your "contact us" area only gives information and does not contact anyone in google. I'm tired of going around and around your site. It's a total waste of time.

Business Response /* (4000, 9, 2022/08/17) */
Hello,

Thanks for reaching out. After looking at the review and investigating its sources, we've determined that it does not violate our review guidelines, available here: https://goo.gle/2OKRQvH

Keep in mind, users are not required to use a real name when leaving reviews, so you may not recognize the name. We see you've responded to Gabriel's review already, which is great. Responding to reviews can help future customers see your approach to customer service and know that you actively reach out to resolve any issues.

For more information about how to manage reviews on your business profile, check out this article: https://goo.gle/2vFJUFj

If you'd like to contact our team in the future you can do so by requesting support here: https://support.google.com/business/gethelp

Kind regards,

The Google Business Profile Support Team
Initial Complaint
Date:07/25/2022
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.
Purchase a Chromecast device for my TV last year. After using for several weeks it started having connection errors and constantly having connection and reconnection every time I watched. I called Chromecast and they opened a case. We troubleshooted everything including resetting the device resetting my TV resetting my Android. I continue to have the same problems after doing that but have not called in because of the aggravation involved in trying to get good support. However the previous rep told me that if I continue to have a problem I should go to Best Buy where it was purchased and tell them to give me a new one. However the Best Buy is now closed that used to be located near me. I am a senior and it's 110Â° in Phoenix and I cannot be driving around the state looking for another Best Buy. The rep at Google also told me they could replace my Chromecast by mail if I desired. At this point that is what I would like to do. My original Chromecast has never worked properly since the day I bought it and I need a replacement. I am happy to send back the original to you.
Business Response
Date: 09/06/2022
Business Response /* (1000, 5, 2022/07/26) */
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/chromecast/gethelp

Regards,
BBB Core Team

Consumer Response /* (3000, 7, 2022/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Google did not read my complaint. I have ALREADY contacted the link they suggest when this initially happened .. The troubleshooting was unsuccessful.. I was told I could get a replacement .. I am not troubleshooting again and doing the same thing over and over. That would be a waste of time.

Business Response /* (4000, 9, 2022/08/18) */
Hi,

Our dedicated specialists team is currently working on your case and we are in continual communications with them to monitor the progress of the issue.

However, this is taking more time than usual. We request for more time so that we can explore all possible solutions and provide the best solution.

Your patience is appreciated while we work for a resolution for you.

Regards,
Thomas
BBB Core Team

Business Response /* (-10, 11, 2022/09/01) */
Hello BBB,

We have been able to confirm with the customer that the issue has been resolved. no additional action is required and we will consider this resolved at this time.
Initial Complaint
Date:07/25/2022
Type:Customer Service 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 double charged for You Tube Premium for over 6 months. I had only 1 account. I canceled it. I am still being charged on 3rd and 22nd of the month. I tried to get help. Didn't even get a response. I went to Google help. They did nothing. They have no customer service. They said my You Tube Premium account was canceled, yet they still charged me on July 3rd, when they said the account was canceled on June 22nd. Thank you for your help.
Business Response
Date: 07/27/2022
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 ******* team directly about a paid membership or purchase, please contact us via this page: ************************************************************************************************************* Core Team
Customer Answer
Date: 08/08/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I went to the web site, and had to reenter all the problems with the double billing. I still got no response. The credit cards that I used for the You Tube Premium have given me a credit pending response from Google. I would be fine with that outcome.
Customer Answer
Date: 08/08/2022
Consumer supplied email: **********************
Business Response
Date: 08/15/2022
Hello *********,

Thanks so much for getting in contact with us and we're so sorry to hear that you're getting billed twice for your ******* Premium subscription.

A support agent should be reaching out to you to ensure that this will be sorted out. We look forward to helping resolve this.

Regards,
The ******* Team
Customer Answer
Date: 08/20/2022
I have been informed by Google that any refund claim for this purchase can only go back 120 days. Most products have a warranty of a year. Even very cheap items. This seems like a very shady practice to me. I'm a 71 yr. Old woman, who did not realize that Google could charge double indefinitely and not be responsible for it. How terrible.
Customer Answer
Date: 08/24/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been in contact by email by Google agent, *****. I was asked to give cancelled credit card info, quite detailed about transactions, namely dates,kind of card expiration date, for 2 months now. GOOGLE would have all this info. In their billing dept.which my credit card reps.agreed Google would have all this info. Still no resolution.
Business Response
Date: 09/01/2022
Hello *********,

Thanks so much for getting in contact with us and we're so sorry to hear that this is taking longer than usual. I want to assure you though, our team is working to get this resolved because we are inclined to prevent this from happening in the future.

A support agent should be reaching out to you via your existing support thread 9-6831000032612 to provide an update and ensure that this is sorted out.

We look forward to helping resolve this.

Regards,
The ******* Team
Customer Answer
Date: 09/06/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Google LLC is working on this billing problem, however, they have not resolved it as yet. I was still being charged $12.71 in July and August even though I cancelled the service on 6/22/22. At least they didn't double charge me in August, but that isn't satisfactory yet. I hope to get no more charges again. I don't get the Premium subscription anymore.
Customer Answer
Date: 09/08/2022
I believe the business is seriously working on the billing problem I have had concerning You Tube Premium. Although they haven't given me specific answers to my questions, I have confidence that they will soon stop charging me for the You ******************** which I cancelled in June. I would like information about how this happened.
Customer Answer
Date: 09/15/2022
Google is still charging my card for $12.71. I canceled my subscription on 6/22/22. They will not tell me what account they are using to charge me this when I don't get their service since June. You Tube Premium billing system is absolutely fraudulent!! I hope to warn others that this can happen to anyone. Thank you BBB.
Business Response
Date: 09/23/2022
Hello *********,

Thanks so much for getting in contact with us and we're so sorry to hear that you still have a question about your existing concern with us.

A support agent should be reaching out to you via your existing support thread 9-6831000032612 to provide information and ensure that this will be sorted out.

We look forward to helping resolve this.

Regards,
The ******* Team
Customer Answer
Date: 09/27/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
I tried for almost a year to solve the problems with You Tube Premium. Their billing system to me is bad. I know they will never return all the money they took from me, mostly because they would not give me anything connected with my account to me. I have never dealt or had this problem before with any vendor. So, I give up. I lost almost $200, but, learned never to get their service again.
Initial Complaint
Date:07/25/2022
Type:Product 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 7/25 I redeem 750 Google Play Points for a $10 store credit on******************
(************************) I wanted to purchase a nest Hub Gen 2 which was currently on sale for $54. When I applied the $10 credit which I basically paid for, it removed the sale price, changing it back to $99 and then took $10 off.

I reached out to Google Support and they told me I could not apply 2 discounts to an order. The $10 store credit I'm applying is not a promotion, its a credit and its no different then a friend giving me a $10 gift card to the Google Store.

I would either like the Hub Gen 2 at correct price which should be $44 + tax or I'd like a refund of the Google Play Points.
Business Response
Date: 08/25/2022
Business Response /* (1000, 5, 2022/07/26) */
Hi,

We apologize for any frustration the customer may be experiencing because 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/store/gethelp

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.

Regards,
Thomas
The Google Support Team

Consumer Response /* (3000, 7, 2022/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did open a ticket (Case ID ***************)) and no one seemed to know you could even apply Google Play Points to the Google Store, hence why I opened this complaint.

Business Response /* (-10, 14, 2022/08/19) */
Hi,

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 /* (4000, 17, 2022/08/22) */
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

Consumer Response /* (2000, 19, 2022/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Google reached out to me and made the situation right. Much appreciated.
Initial Complaint
Date:07/24/2022
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.
Around April 30th, 2022 I ordered Google-Fi service with their new cell phone. It's now July 24th, 2022 and my issue is not resolved.Issues:- Google-Fi ************************ Did Not Work.- Google Pixel Pro 6 Cell Phone Burned Up and Overheated and You Literally Couldn't Touch.- Cell Phone Battery Drains Fast - They Charged Me $200 More Than What We Agreed Upon for the Phone.- It Always Took Days to Get a Response From Google.All of these issues have been brought to Google several times without resolution to date.
Business Response
Date: 07/25/2022
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
Customer Answer
Date: 07/29/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Your Google Fi Support Inquiry: Case ID ***************
Business Response
Date: 08/09/2022
Hello BBB Team,

We thank the customer for providing us with this information. We have offered the user the option to return the device for a refund. 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:07/24/2022
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 service for two phone lines from Google Fi. The coverage map shows that it should have excellent service in my area. After connecting the phones it had good service in most of my area but no service in a 3 mile radius around my wife's place of employment. I worked through all of the online troubleshooting steps but nothing seemed to help. I contact customer support. I spend several hours over the course of 2 days ( around 7/7/2022) trying to work with their customer service to resolve the issue. This involved me driving from my house to the deadspot zone several times. Eventually they told me there was an outage and they were escalating the issue. After two weeks past and I had not contact i tried reaching out again on 7/25/2022. I talked to customer support, then a supervisor. The outage is still happening but i was given no other information. No timeline, no information about what the actual issue is. I am requesting that my account be credited until the outage is resolved. I am paying for phone service in an area that should have service, but there is no service in this location.
Business Response
Date: 07/25/2022
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
Customer Answer
Date: 07/30/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their reply because it is just a generic service response which in no way acknowledges my specific issues. I have contacted them directly many times. My Case ID *************** . Their responses to the support case are never consistent. One person tells me there is an outage, the next has me troubleshoot settings on my phone. The very first support person after not being able to resolve the issue said it had been sent to their engineering team. The most recent support person, almost a month later, asked me to generate a bug report because it was needed to be able to send the issue to the engineering team, meaning it had not yet been sent. At no point do they ever contact me with updates. After my initial complaint they didn't respond for two weeks. The support is horrible, most agents don't seem to understand the questions I am even asking. When I complained that the issue was taking a month to resolve and requested a credit for the month they suggested I drop service until the issue was resolved instead? Unfortunately I have two lines, one for me and one for my daughter who is traveling abroad and I can't ********* without closing both. My daughter also had connection issues while traveling abroad. Support wouldn't even provide me general support suggestions for me to pass on to her because i wasn't her. She is my minor child on a family plan!! Her issue was only eventually partially fixed as when she travels the only way she gets service is to view all of the possible network connections from settings and manually test each one.
Business Response
Date: 08/09/2022
Hello BBB Team,

We thank the customer for providing us with this information. The customer has cancelled their ********************** *********** 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:07/24/2022
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.
This complaint is regarding the refund of a Google Nest device. Per instructions from Google support, the return was made via refusing the package. Email correspondence with Google support indicate refusal of liability for the lost package.

Transaction date: June 5, 2022
Order # GS.**************
Amount paid: $191.27

The package was returned to the shipping carrier as a refused package to the following location:

PostalAnnex+ (Authorized FedEx ShipCenter)
**********************************************
On July 1st, 2022 between 12:46 PM and 12:55 PM CT
Business Response
Date: 08/29/2022
Business Response /* (1000, 5, 2022/07/26) */
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 Nest team directly, please contact us via this page: https://support.google.com/googlenest/gethelp

Regards,
Bhargav
The BBB Core Team

Consumer Response /* (3000, 7, 2022/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Case ID ***************

Business Response /* (4000, 9, 2022/08/08) */
We're reaching out to the customer to ensure their return inquiry is addressed in full.

Thank you,

Satoshi
Google Nest Support

Business Response /* (-10, 11, 2022/08/17) */
Hello BBB and team,

We've provided the user with the requested refund, and the inquiry is considered resolved.

Thank you,

Satoshi
Initial Complaint
Date:07/24/2022
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.
Google to didn't take out the correct payment amount so despite thinking they did I find out they didn't and they blocked the service and in the process blocked my other service with another cell provider that is not them and refuse to remove the block from my phone or cancel the service I had both provider installed on my cell as dual sim card.
Business Response
Date: 09/07/2022
Business Response /* (1000, 5, 2022/07/26) */
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

Reagrds,
BBB Core Team

Consumer Response /* (3000, 7, 2022/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This doesn't solve anything same as there customer service did before. I basically have had my phone taken hostage for a mistake on ya end and need a sure fire way to guarantee that I can pay ya the amount needed so everything fixed properly and this doesn't happen again.

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

Business Response /* (4000, 9, 2022/08/15) */
Hello BBB Team,

Thank you for bringing the user's issue to our attention. We have reviewed their case and we see that their bank declined the user's payment. As per Google Fi policy, the user has 3 days to pay this bill. After that date, then their service goes into partial suspension. If the bill remains unpaid after 18 days, then the user's account will be suspended which means they have no service.

At this time, the user's service is suspended until they make a payment to bring the account current. The user can see the correct amount that is due by going to pay.google.com, click on Subscriptions, then click on Google Fi, Manage. Please note that the most current information for user's Google Fi subscription billing can be found here.

We recommend that the user contact the other carrier to investigate the issue with that product.

We ask that the BBB close this complaint.

Thank you,
The Google Fi Support Team

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