Consumer complaint received 2021-04-01
Company: Google Compare Credit Cards Inc.
State: PA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
Google has suspended my payment account for alleged suspicious activity, and even though I have complied with their terms and sent every possible document to prove the regularity of my payment methods, they keep responding with automated messages that say my uploads can't be verified. I have filed more than 8 tickets trying to solve this issue. I reached out at to their XXXX asking for help. I even sent an email to a couple of executives, but got no answer. 

Here is a copy containing the full extent of said email : Dear Ms./Mr. Google executives, I'm writing this email hoping that my case is brought to your attention. 

I've been a Google customer for as long I can remember and I've always had amazing experiences with your products and also with customer service. 

Unfortunately that changed drastically over the last 24 hours. 

It all started when my Google Pay account was suspended due to suspicious activity. I'm afraid what triggered this safety measure was a sudden change in my purchase volume pattern. 

I actually was glad that this happened because it shows how Google is concerned for my account 's safety and is always alert for any attempt of fraud that might be happening. 

However, the whole situation started to develop in what now I can describe as the most frustrating experience I had in my entire life from a customer point of view. 

After being prompted by the system to send documents as a way of proving my identity and therefore lift the suspension of my payment account, I got repeatedly automatic messages stating that my uploads were no good, and I quote : " We cant verify your payment information with the documents you have submitted for the following reason ( s ) : The payment instrument image youve submitted can not be verified '' I caught myself in some kind of XXXX loophole, where my account got suspended and I couldn't get it back to work. I couldn't prove that I was ME! : ) Everytime I sent the documents XXXX picture of my credit card and my passport ), they were promptly rejected with an automatic message. And the worst part was, no one from the risk management team reached out to me to explain what they specifically needed. 

To my even bigger surprise and disappointment, after a quick research, I've learned that this has happened to other users as well and has actually been a somewhat common issue, for years now.

I am 100 % positive that this kind of treatment with a long time customer does not reflect Google 's mission, vision or values. And that has actually been proven to me over and over again when I was in contact with the support staff, through chat. Those girls/guys, along my 5+ tickets, were nothing but caretaking, solicitous and supporting to me, and I'm sure that this is the Google standard, no less. 

I got so frustrated to the point of thinking about migrating my whole " digital life '' to the XXXX ecosystem. That never happened in my entire life! And let me tell you a secret : I XXXX XXXX. 

I'm so sorry for this long email. I'm sure that far more important things concerning the company are brought to you on a daily basis, but I truly hope this whole problem gets your attention. 

I would really like to have my payment account reactivated. 

And if possible, the modus operandi of the risk management area be revised, for I believe, in my humble opinion, this is not good for Google image at all. 

Thank you so much for taking the time to read this. 

Best regards, XXXX XXXX XXXX

Company response to consumer: Closed with explanation