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Business Profile

Internet Services

Google, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

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

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    Customer Complaints Summary

    • 9,051 total complaints in the last 3 years.
    • 3,267 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/10/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 July 9, 2022, an unauthorized purchase was made through Google Play My niece was using my phone to play a game her and I both enjoy. This game is always trying to get people to purchase extra things through pop-**** On one such occasion, the phone slipped through her hand...as we both tried to catch it, we completely by mistake ended up confirming a purchase worth $192.09. I right away reached out to Google Play to explain what happened and request a refund. This was a completely unintentional purchase and definitely not a regular occurrence (they can easily see that one account) but refused to provide a refund. I requested numerous times through the day and appealed their decision to no avail. I think this is just so wrong and completely unfair of them. I am on a medication that is not covered by insurance and costs just over $300 each month. I need this money to pay for my meds and would never spend money like this on something so frivolous. They don't care. I really need a refund. I cannot afford this spend.The order number for this purchase is GPA.3389-8767-1105-60789.

      Business Response

      Date: 07/12/2022

      Hi,

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

      If the customer has already reached out through ********************** Support channels, we ask that they please share their existing Case ID, so we can further investigate. Thank you.

      For 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

      Regards,
      BBB Core Team

    • Initial Complaint

      Date:07/10/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Once in a blue moon Google will have me verify my account. Maybe it would be okay if it was only once but when I have to do this every day when nothing has changed it is BS.What is the problem? This is on the verge of being harassment and I am going to be talking with my attorney to see if there is anything I can legally do.There is not reason for the c*** unless it is just being nosy and sticking you nose into people's lives you have not business doing. If nothing has changed, as in my case, I shouldn't have to deal with any of this!!!Pull your heads out!

      Business Response

      Date: 07/19/2022

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

      We have fully 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 as soon as possible.

      Here's what we need:

      1. What is the product that you are experiencing issues with? (ex: Play, Google Pay, Gmail, etc.)
      2. Any previous case ID that you could provide?
      3. Any other information that could help us investigate this case.

      Once we receive this information, we should be able to assist you further.

      Best,
      ******
      Google Support Team

    • Initial Complaint

      Date:07/10/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      A few weeks ago I heard about a special promotion in regards to Google Fi's phone plan. If you move over from another carrier you get $500 off a phone so I told my carrier that I will be leaving and switching to google fi. I placed an order for my phone and google cancelled it, claiming that I have to submit a picture of my ID, the credit card I used to purchase as well as my billing statement. I complied and sent them all of this information however my account is still suspended as they claim there is an issue with my billing statement / photo of my card. I do not know what the issue is, I followed the directions perfectly down to the wire but they will not unlock my account! I am extremely worried because we have already cancelled our phone plan and I am not sure that my old carrier will welcome us back with open arms. I have taken numerous photos of my card and ID and ******* but nothing seems to work! Google just does not care! Now it is worth noting that I am now active on google payments as google recently accepted my ID and Credit Card Pictures, but now whenever I try to purchase a phone I get this error. Your transaction can't be completed. To continue this transaction, use a different payment instrument or contact us. Learn more. (OR-HDT-16)Google support is no help. they keeo asking me to check billing and do other stuff but I already have and everything matches up, I also called my credit card company and they said google has not even tried to charge them yet!I am frustrated and fed up. I myself have moved my own personal phone to google fi but the rest of my family is in the dust and is growing frustrated since I already cancelled my old plan. PLEASE HELP!

      Business Response

      Date: 07/11/2022

      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 may further investigate.

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

      Best,
      ******
      Google Support Team

    • Initial Complaint

      Date:07/10/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My complaint is about Google Fi.I ordered 3 ******* Galaxy S22 (two of them were Ultra and one is simple) for members of my plan with $600 off that they offered. Since I wanted to buy it with financing, they ran a hard inquiry on my credit line. The orders were placed on June 14th (orders numbers are GS.3203-9082-6769, GS.3203-8991-7371, GS.3203-8097-4674). However, the day those orders must be delivered, they canceled them without any notice (on June 22nd)!!!! After spending three days calling and chatting with them, they said that there was a system problem and they solved it and asked me to place the orders again! I did it on June 27th (order numbers are GS.3203-8899-4500GS.3203-1666-4578, GS.3203-0297-0470) and the same thing happens again (canceled on June 29th)! I called them every day in the last three weeks, have an email thread with their supervisor and specialty team (over 60 emails- case #7-3394000032669!) and their only help was the problem solved and to go ahead and place the orders again. However, this time, I only see $300 off instead of $600 off since I have activated two other lines. Now, they don't do anything about this case and even not remove the hard inquiry from my credit line. Also, they charged my account for two lines while we have 5 persons in the account and the others cannot activate their account because they don't have any device. 1) I want them to remove the hard inquiry (I explicitly mentioned in the email thread) till the day they send me the phones with exactly the same price as the price ($600 off) that I place the orders in the first place.2) I want to reimburse every ***** that they charged me for their service because my other members are without devices and they are desperate.3) Also, I need the reimbursement for every minute that I wasted talking to their customer service and the mental issues that they caused. I asked for at least 6 months of free service. I am calling and chatted with them more than 20 times.

      Business Response

      Date: 07/11/2022

      Hello *****,

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

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

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

      Best,
      ******
      Google Support Team

      Customer Answer

      Date: 07/18/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      They just ask me to contact them. I already contacted them and it seems that they don't want to help (ID: ****************. This is one example and I called them everyday and each of them has different case ID numbers. I simply asked to remove the hard inquiry when they didn't provide any services to me in that regard (e.g., financing). So, if they don't do that, I have to dispute it through my bank and also credit company.

      Business Response

      Date: 08/02/2022

      Hello BBB Team,

      We thank the customer for providing us with this information. We see that the customer is currently in contact with one of our agents through case ticket # 7-3394000032669.

      We ask that the BBB close this complaint as we have been working with the user towards a resolution.

      Thank you,
      The Google Fi Support Team

      Customer Answer

      Date: 08/08/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      Hi Google Fi Team,

      Who said that you are working toward solving these issues? I am asking you my requests and you just said something irrelevant. Even not one person answers me! After an email, somebody else came in middle and repeat all the previous conversations!

      If you are helping, it shouldn't be 70 emails in the thread that you mentioned. So, I won't agree to close this until you read my terms and answers to them carefully:
      1. I don't want to buy phones from you anymore because of unwanted cancellation that happened without a notifications! So, I like to remove the hard inquiry that perform on my credit history.
      2. The compensation that I asked for every minute that I spent talking/chatting with you and mental health that you cause.

      Business Response

      Date: 09/01/2022

      Hello BBB Team,

      Thank you for bringing this user's issue to our attention. When a customer goes through the purchase flow and applies for financing, we run a hard credit check when they finalize the order. More information on that process can be found here: ***************************************************************************************************************
      We have advised the user that we are not able to remove the hard inquiry from their credit history and recommended that they contact Experian who can assist with removing it.

      We have provided the maximum amount of compensation for this issue. As this issue is resolved, we ask that the BBB close this case.

      Thank you,
      The Google Fi Support Team

      Customer Answer

      Date: 09/07/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      I called Experian multiple times and they told me that they cannot remove it unless Google call them. So, you should call them and ask to remove it.

      I know the purchase flow, but why do you cancel the orders without any notice? I agree to run the credit inquiry when I want to finance a phone with you, but you canceled my order two times without any notice. So, there is no agreement here.

      The maximum amount of compensation is $20? I got paid $50 a hour. I spent more than 20 hours talking with you. You can do the calculations. I said that I will accept at least 6 month of free services on the Google Fi.

    • Initial Complaint

      Date:07/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 signed up for Google Fi and purchased a new ******* Galaxy S22 Ultra directly from Google Fi. I activated the service and am experiencing an intermittent inbound calling issue when on wifi where calls will ring and go to voicemail for the caller, but my phone will not ring or show a missed call. I have replicated this issue by using my phone to make an outbound call to someone over wifi. I ask them to call me back 30 seconds after we hang up. I receive no indication of them calling. I call them again in 2 minutes using my phone over wifi and they confirm they tried calling me and it rang then went to voicemail. This is highly repeatable. This issue did not exist on my prior phone using ******** I recognize this is a change of both carrier and device, and is not conclusive. However, it does prove my wifi is not the issue. Additionally, outbound wifi calling works, all data services work over wifi, and texting works over wifi.Google Fi support is blaming the phone they sold me. *******, the manufacturer, is stating that the issue is with the Google *********** Google Fi is offering to replace my phone with a used, refurbished phone. This is a device of lower value and reliability than what I bought. I have offered to temporarily move my SIM over to both an S10+ or an S20 to determine if the issue also exists on those phones. A clearly effective and beneficial diagnostic step.Google Fi is stating that if I perform this test I will void my promotional discount, as I must keep my SIM active in the purchased phone for the specified duration, which is about 100 more days.Google Fi is disregarding the manufacturer's statement regarding the source of the issue, is refusing to diagnose further, is preventing me from performing a reasonable and valuable diagnostic step with alternate phones, and will replace the phone they sold me, which they are claiming is the cause of the issue, with a used and refurbished phone while I purchased a new one.

      Business Response

      Date: 07/11/2022

      Hello ****,

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

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

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

      Best,
      ******
      Google Support Team

      Customer Answer

      Date: 07/25/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      Hello ******,

      Your reply seems quite similar to the many canned responses I received through the Google Support channels.

      May I respectfully point out that if you had actually read my complaint, you would not have said "If you have already reached out through our Google Support channels..." as you'd already know that I have.

      This does not bode well.

      The Case ID is below:

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

      Customer Answer

      Date: 07/28/2022

      Further, I am now traveling internationally and the "Wi-Fi Calling" icon/option appeared within minutes of landing.

      This completely substantiates that the phone is not malfunctioning, that Google Fi has a service issue, and that my complaint is entirely justified.

      Numerous hours have been wasted along with substantial frustration experienced due to Google ******** being unable to diagnose and resolve their issue. Their refusal to allow reasonable alternative diagnostic to be performed (alternate devices), and trying to offer a used device in replacement for a new device, all point to a severe lack of customer service and possibly bordering on dishonest business practices.

      Business Response

      Date: 08/05/2022

      Hello BBB Team,

      We thank the customer for providing us with this information. The customer's issue is resolved at this time and thus no further action is required. We ask that the BBB close this case.

      Thank you,
      The Google Fi Support Team

      Customer Answer

      Date: 08/28/2022

      As stated on 08/01/2022 I was traveling internationally. I was unable to access this complaint until now. Google Fi's response on 08/05/2022 has absolutely no basis in any truth.

      I contest that Google ******** purposefully lied regarding the status of this case as there are absolutely no communications with or from myself which, even with the most generous construction by a reasonable person, could possibly be interpreted as indicating the issue is resolved.

      This case should not be closed. Further, the extent to which Google Fi has failed to provide any form of sufficient response or support should be noted.

      Business Response

      Date: 09/09/2022

      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 advised our support team that they were overseas, and the Wi-Fi calling settings were working correctly on the device. ********************** Fi support advised the user to contact us once they returned to the U.S. if further assistance was needed.

      As the user has advised that the Wi-Fi settings are working correctly while overseas, there is nothing further we can do at this time. If the issue resurrects upon their return, please ask that the user respond back to support on case ID: *************** and we'll continue to assist.

      As this issue is currently resolved, we ask that the BBB close this case.

      Thank you,
      The Google Fi Support Team

      Customer Answer

      Date: 09/18/2022

      (The consumer indicated he/she DID NOT accept the response from the business.)
      The initial and continually communicated issue is the failure of Wi-Fi calling to function in *******. That the Wi-Fi calling functions overseas is clear and conclusive proof that the issue is not related to the phone hardware, but is a problem with the Google *********** Google Fi has not acknowledged or addressed that they have categorically denied any issues with their service and are blaming the phone hardware.

      Rather than addressing the complaint Google Fi is merely stating to contact their support and that they'll "continue to assist". This complaint exists due to the failure of their support to assist in a reasonable manner.

      From the replies provided by Google Fi to this complaint, I have absolutely no reason to believe that Google Fi will provide any more reasonable or realistic response to the issue than they have previously.

      Google Fi has failed to address in any substantive way the material basis of this complaint.

    • Initial Complaint

      Date:07/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Payment to Google from PayPal for YouTube I canceled within days of the trial period. I have an email from YouTube acknowledging the cancellation. I need Google to refund $67.39 to my PayPal account.

      Business Response

      Date: 07/11/2022

      Business Response /* (1000, 5, 2022/07/11) */
      Hello ****,

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

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

      To get in touch with our YouTube TV team directly, please contact us via this page: https://support.google.com/youtubetv?hl=en#topic=*******

      Best,
      ******
      Google Support Team

      Consumer Response /* (3000, 13, 2022/08/05) */
      This complaint has still not been resolved.


      Business Response /* (4000, 15, 2022/08/11) */
      Hi ****,

      Thanks so much for getting in contact with us and we're so sorry to hear about your concern on getting a refund for YouTube charges.

      A support agent should be reaching out to you via your email address to provide an update and ensure that your issue is resolved.

      We look forward to helping resolve this.

      Regards,
      The YouTube Team

    • Initial Complaint

      Date:07/09/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 a phone through Google Fi for my wife. The current promotion was for a Samsung Galaxy S22 Ultra for $600 off purchase price. I had received the phone. I was unaware that I could not let my wife use said phone. This morning I had received an E-mail stating that a $600 charge is being added to my billing cycle. The phone was financed through google fi. Upon speaking to 2 representatives (one via chat, one via phone conversation) I have learned the following.

      -This charge is going to be paid all at once
      -I can return the phone, but I will still need to pay the full amount
      -There isn't a thing they can do about it once it's in their system (no alterations whatsoever)

      I can understand that this is a misunderstanding on my part, but I had no idea that I couldn't let her use the phone on her account, since I was paying for the phone and plan, But these answers are bogus. The phone is being paid on without faults or problems. The phone was bought on my account because it would not stop cancelling the order on her account, no matter what phone she bought, what payment method she chose. She was approved for the financing.

      They are offering no solutions. I've stated to two people that I am able to return the phone just to get rid of this charge, but I won't do it unless it puts my account at a Zero balance. I have paid a phone bill once already, which covered the financing payment, as well as the service itself.

      I have a current support ticket open to speak with a superior at Google Fi, but I was hung up on during my conversation with the person on the phone, thus decided to come on BBB.

      Business Response

      Date: 08/16/2022

      Business Response /* (1000, 6, 2022/07/11) */
      Hello *********,

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

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

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

      Best,
      Oliver
      Google Support Team


      Consumer Response /* (3000, 8, 2022/07/23) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I have contacted support twice. Once via online chat, the other via phone coversation. Regarding the spoken conversation, I cannot provide you with a case ID. However, the case ID for the online chat is -

      ****************
      Transcripts were also previously provided

      Thank you Oliver


      Business Response /* (4000, 10, 2022/08/05) */
      Hello BBB Team,

      We thank the customer for providing us with this information. We see that the customer is currently in contact with one of our agents through case ticket #****************
      We ask that the BBB close this complaint as we have been working with the user towards a resolution.

      Thank you,
      The Google Fi Support Team


      Consumer Response /* (2000, 12, 2022/08/15) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Google has allowed me to send the phone in for a full refund and remove the charge that was billed to me. Assuming they keep good on their word, which I have confidence that they will indeed, This complaint is resolved on my end. Thank you to everyone involved to helping me come to a resolution.

    • Initial Complaint

      Date:07/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am a senior citizen on a fixed income. On 7/8/2022 I was playing a game on my cell phone called Cross Word Jam. I put my phone down for a minute. When I went back to it there was a message asking me if I wanted to purchase a $99.00 package? !!!!! No I did not!!! As I tried to back out of that screen I got a message my purchase was complete!!!!! I'm 72 years old and certainly did not want to purchase a $99.00 package. With tax it was $105 and some change. I IMMEDIATELY contacted Google play with a request for a refund. Their message says it could take up to FOUR DAYS to find out if a refund has been approved. In the meantime, I don't have money to even put gas into my car. I feel like a victim of a theft because I did not want to purchase that package at all. I was literally forced into it.

      Business Response

      Date: 07/11/2022

      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

    • Initial Complaint

      Date:07/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 / Alphabet Incorporated is failing to allow me access to my "papers" ie, my digital data and access on the account*************************. They allege "suspicious activity" yet the account is secure and they will not provide any specifics. I have multi-factor authentication on the account, so their claim of it being compromised would imply that there is a problem with their multi-factor authentication, if anything. Regardless, so long as they have a lock-out and there is multi-factor authentication, there is no reason to force somebody to change their password. If they do not have a lockout, then they are failing to perform their security due diligence. They stick you in a screen that allows you to change your password, and that is all.

      To make matters worse, there is no way to get support because support depends on logging in. This is clearly bad faith operations. Failure to provide basic support for your product voids the TOS.

      I am merely asking for:
      1. Allow customers to create a support ticket for login issues without having to log in. Failure to resolve this is a clear sign of misleading and bad faith operations.
      2. Provide proof that they have a lockout on passwords.
      3. Provide the specific reason why I am being forced to change my password despite multifactor authentication and a lockout.
      OR:
      Provide me access to my account using the existing password.

      Business Response

      Date: 07/29/2022

      Business Response /* (1000, 5, 2022/07/11) */
      Hello *******,

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

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

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

      Best,
      ******
      Google Support Team

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