Consumer complaint received 2018-06-09
Company: Google Compare Credit Cards Inc.
State: CO
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Other personal consumer report
Issue: Problem with a company's investigation into an existing issue
Sub-issue: Difficulty submitting a dispute or getting information about a dispute over the phone

Complaint:
I purchased a domain name from Google on XX/XX/XXXX, Immediately after making the purchase, I realizes that I needed to purchase a different name, So I tried cancelling it. However, the cancellation option was greyed out with a message at the bottom that reads that cancellation will be allowed after five days from purchase date. On XX/XX/XXXX, funds were debited from my account for {$12.00} which equates to 1yrs domain registration and another {$100.00} which equates to another 9 yrs. of registration. In sum, a total of {$120.00} was debited from the account for 10 yrs. of domain name registration. On the 5th day, on XX/XX/XXXX, I cancelled the registration so that I can get a refund and purchase a different name. Today XX/XX/XXXX, I contacted Google support through the chat system as there is no phone number to contact them. I chatted with a customer representative support to inquire about the status of my refund ( shots of conversation are attached ). To my surprise I was told that the {$120.00} would not be refunded and that I would have to pay {$100.00} dollars to reactivate the domain name that I initially purchased because it was cancelled. I was told that there was no option for customers to request a refund online and that there was no telephone number to call in. I explained that I cancelled the purchase on the 5th day of purchase as stated in the website because the cancellation option was grayed out. The representative replied that the cancellation option would only cancel the domain registration and that I would have to pay {$100.00} if I wish to reactivate the domain name. I asked how to request a refund. I was told that a refund can no longer be processed because it is passed the 5 days. And that there is no option to process refund online. I explained that the refund policy does not mention that refund can not be processed online. And I find it misleading and somewhat ripped off that Google Domain does not want to refund my {$120.00} when the refund policy does not disclose essential information such as refund can not be initiated online and that consumers would need to contact google support to initiate a refund within 5 days of purchase. And it is even more concerning that the " domain cancellation/deletion '' feature would only cancel the purchase of the domain but does not initiate the refund process. I was told by a representative and a manager ( please see shots of conversation attached ) that the policy does state that a refund can not be initiated online and that the cancellation option that is on there will not grant you a refund However, the company does not want to provide me with that document as I have been reaching out to them several times via emails these past months but my emails were ignored. The company does not have a contact number so I had to request to be called back and I have not heard back from them.

Company response to consumer: Closed with explanation