Consumer complaint received 2021-05-19
Company: Google Compare Credit Cards Inc.
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem accessing account

Complaint:
On the XX/XX/XXXX my daughter and I were in XXXX Texas on a road trip. It sounds foolish to say know but I let a guy use my phone within minutes he took off running. I immediately called XXXX XXXX XXXX to have the phone shut off of course I was calling from a stranger 's phone and the operator told me I had to call another number! It was Sunday and XXXX XXXX wasn't receiving calls, XXXX credit card wasn't receiving calls, XXXX XXXX XXXX you didn't even open until XXXX and this happened at XXXX in the morning. I didn't have any directions and I was in a town I didn't know I finally found a XXXX XXXX at XXXX I was able to call XXXX XXXX XXXX again they told me that the phone would be on lockdown and reported stolen I found out a week later they never did that. I couldn't import over my phone number of the stolen phone so I had to get a new account. I immediately started calling XXXX XXXX  which I have had that account for 22 plus years I immediately tried to contact Google I immediately tried to think of every app that was on my phone. XXXX wanted {$14.00} just to put a fraud alert on my account Google doesn't even have a customer service number that exists which is the scariest thing to me that the most powerful company in the world doesn't have a customer service number. I sent emails every day I called begging and screaming and crying I couldn't gain access to either of my emails for the next 2 weeks and when I found out that XXXX XXXX XXXX never turned off that phone!!!! So this thief had full access to my life for 2 weeks he was able to verify my identity he was able to completely take over my life drain my accounts hack every app he even went on XXXX and told my friends and family that my daughter was sick and I needed money posing as me. The levels that this guy went to I have just begun to unfold Google still hasn't been able to let me into a few of my emails they want me to verify a credit card he used on my account or credit cards that I don't have the credit card to won't tell me the bank accounts that they need verified and won't give me a secure email contact for me to send any information they won't listen to me they won't talk to me they will not allow me a fair platform like their terms and conditions statement says they just continue to allow this guy to steal my life. I type in the wrong password twice and I get locked out of my account but this guy can steal my phones and he owns my life. My XXXX-year-old and I were stuck two states away from home with no money no contacts no help and no one would listen we were thrown to the wolves and nobody cared the things that we endured for 2 weeks before I was able to crawl back to Colorado are speakable and of course nobody wants to claim responsibility. I begged them to just lock the accounts I didn't care if I was locked out of the accounts just flagged it. I knew where this guy was what his phone number was after you tried to hack another email of mine and my phone pinpointed him but no one cared. He mistakenly put his name on a credit card of mine on an account and had it sent to my address which I now have his real name and of course he has all kinds of credit card fraud on his report. Still no one cares every individual app and Bank I've gone to no one listens to me no one seems to realize or get through their heads that I didn't have my phone I couldn't verify myself he had my phone number he had my emails he changed every password he changed everything so here I am almost a month later and nowhere closer to anything no one will help me no one will talk to me I have full evidence and a paper trail leading straight to this guy, it is cut and dry black and white. Easiest case in the world. I have already turned Google into the XXXX XXXX XXXX their response of go to XXXX was just a slap in the face I plan on filing on the other companies too XXXX XXXX XXXX XXXX XXXX XXXX and XXXX they do not take their security service seriously as they say otherwise I would not be in the position that I am in I was able to call my Banks and cancel everything immediately and put all kinds of red flags put up Google and XXXX need reprimanded had they listen to me when I first called in or the 18 million times after so in the next few weeks none of this would have happened to me this guy has complete access of my life for the last 26 years I am no longer me I'm on all kinds of dating websites he has completely ruined me. Google 's excuse it seems from Reading other people 's nightmare is that we are in charge of our own security. Well two weeks before all of this happened I was on the road and I was irritated at all the security verification steps that I was having to take I started a chat with Google about removing the verification processes that it had in place at the time because I did not feel like they were useful or necessary or needed I even asked for a transcript of my chat with them because I was so irritated I asked them to remove their ridiculous security system off of my account so if I'm in charge of my own security then what the XXXX happened? Furthermore XXXX telling me that I had to pay while I was broke on the side of the road in the middle of nowhere XXXX for them to put a red flag on my account now I'm pretty sure that when I made that account when I was 19 22 plus years ago that branch of XXXX didn't even exist it took me 5 days of begging and pleading with them for someone to finally take pity on me to get me an appointment for a via chat with the fraud department who then wanted me to give exact addresses and emails and subject matter of emails that I had really recently sent now I tell you can you even remember that I could tell you who I sent them to and I could tell you exactly what I said in them but I couldn't tell you the other information and so they wouldn't let me in. XXXX XXXX XXXX  not immediately shutting off my phone when I called but then pushing me off to call somebody else when I didn't have a phone nobody was open it was a Sunday then when I did finally get a hold of somebody and they said that they would take care of it they never did they never traced him they never did anything they just let my world Fall apart. Please help me

Company response to consumer: Closed with explanation