Consumer complaint received 2015-10-23
Company: Google Compare Credit Cards Inc.
State: OR
Product: Money transfers
Sub-product: Domestic (US) money transfer
Issue: Other transaction issues

Complaint:
On the morning of XXXX XXXX, 2015, I woke up to several messages on my phone indicating that money had been transferred using my Google Wallet account. Assuming that my account had been hacked, I logged into my account from my computer, changed my password and began investigating. I found that XXXX {$300.00} transfers had been made to email addresses I was unfamiliar with. There were also a number of failed transfers for {$200.00} and {$300.00}. I am unaware of the reason some transactions went through at this time and others did not. In addition, {$500.00} had been loaded onto my Google Wallet account from my checking account ( with a {$14.00} transaction fee attached ), but was still there. Presumably, I logged in and changed the password before the hackers had the opportunity to do what they had intended with this money. 
At this point, I called Google 's customer support number to try to resolve the issue. The customer service agent I spoke with advised me that they would need to contact their resolutions department so that they could evaluate the charges. After waiting on hold, she came back and informed me that because the charges originated from my email address, they did not consider it to be an instance of hijacking, and as a result would not reverse any of the transactions. At this point, I pointed out that their own security page showed someone logging in from roughly XXXX XXXX miles from my location at the time the transactions took place, and that this seemed to be the very definition of hijacking. I was asked to hold again while she contacted the resolutions team to bring this to their attention. After another wait on hold I was told that their decision held, and that Google would not reverse any of the charges. 
At this point, the customer service agent gave me what, in hindsight, has been some of the worst advice I have ever received. She advised that since Google could not take care of the charges, that I should at least transfer the {$500.00} remaining in my Google Wallet account back to my checking account. I would be out the transaction fee, but at least I would have recovered the {$500.00}. I followed her advice and transferred the money. 
After speaking with one of the personal bankers at my bank, XXXX XXXX XXXX XXXX, I filed a Card Transaction Dispute for the XXXX {$300.00} transfers. Since I had already transferred the {$500.00} I did not dispute this charge. I remained out the {$14.00} for the transaction fee, but decided I could handle that if the rest of the money were returned. I also filed a complaint with the California XXXX in the hopes that this would elicit a response from Google. In response to one, or both of these, Google reversed the XXXX {$300.00} charges. In addition, they did something with the {$500.00} charge, although it was not processed as a chargeback. On my Google Wallet Summary, where the other charges show up as " Returned, '' this charge shows up as " Failed. '' It cancelled the transaction in Google Wallet, but did not transfer me any money, presumably because I had already transferred the money back to my account. The end result is that while they did not give me {$500.00}, my Google Wallet account shows up as - {$500.00}. 
In my latest ( and last ) round of trying to deal directly with Google 's customer support, I was told that Google had initiated a chargeback with a reference number that I can provide, and that I could verify that the chargeback had gone through by contacting the card issuing bank. I have done so, and neither they, nor I, can find a chargeback in the amount of {$510.00} going onto my account. The closest we can find is the initial {$500.00} transfer that I have described above.

Company response to consumer: Closed with explanation