Consumer complaint received 2021-07-13
Company: Google Compare Credit Cards Inc.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Confusing or misleading advertising or marketing

Complaint:
In XXXX or so XXXX  marketed a free version of " Apps For Your Domain '' at anyone who wanted vanity/personalized email accounts other than XXXX account. However, they phased those out and now focus only on business XXXX XXXX XXXXXXXX then XXXX ). They've left in the free legacy accounts, but they converted them to business accounts even though ours has nothing to do with business. We've been trying for months with numerous agencies to find someone at XXXX who will help us convert the old " Apps For Your Domain '' account to personal accounts and preserve purchases and settings in the app. XXXX refuses to acknowledge us unless we pay to upgrade to an XXXX account at our cost, which shouldn't be necessary to just get out domain/accounts converted back to a personal account again ( which a company with the know how of XXXX  should be able to do easily ). The best we can find on their forums is that we just download a raw dump of all our XXXX data ( XXXX XXXXXXXX ) and lose all purchases and anything else we've done. To bad so sad. 

Neither the FTC nor the FCC has been able to help. Hopefully the CFPB can since now Google is making changes to their consumer financial product. Now we come to the new issue. XXXX is getting converting their Google Pay digital wallet and tap-to-pay service to a new Google Pay service. However, they will not let business/XXXX users ( which apparently we are ) use the new service, so we are going to lose our digital wallet and tap-to-pay services that we have quite a bit of financial information in. I attempted to contact XXXX  to ask about the new Google Pay, and all I got was that it won't work with XXXX accounts and that I need to create a new, separate XXXX account for it to work. But they did not even acknowledge my question about converting my " business '' account to a personal account or why they are otherwise kicking so many users out of their financial service without a viable alternative. 

XXXX has twice closed the CFPB complaint while still continuing to do nothing, which seems to be in violation of XXXX XXXX since they are making false statements to the CFPB. The first time ( XXXX ) they closed it saying they were waiting for information from me when in fact the only correspondence I received was that the company was still working on the issue, there was never a request for information ( see attached ). They also told CFPB on that I have a personal email address and it's not a problem, but which is also not true. I can not use their Google Pay service ( or any other service like Google One ) because it is " not available for workspace accounts '' so the issue is not as they stated when they erroneously closed the previous complaint and they gave inaccurate information to CFPB to close it. 

I opened another identical complaint since they closed the initial one in error XXXX XXXX ). I was contacted by Google Pay Support who said they are waiting on a " specialist '' from the XXXX division since they can't do anything. However, they still closed the CFPB complaint while not addressing nor resolving the issue. The best they told me to do is to fill out a support ticket for the " XXXX '' team, which I can't do because I don't have a paid business account so they won't respond. 

So now I am having to open a THIRD identical complaint against XXXX since they keep erroneously closing everything and indicating to the CFPB that the situation is resolved, when it is clearly open and they don't know what to do other than just close the complaint to they don't get fined and make me start the clock over again for another 90 days.

Company response to consumer: Closed with explanation