Consumer complaint received 2022-01-18
Company: Google Compare Credit Cards Inc.
State: OH
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XX/XX/2021 a payment of {$240.00} was sent to my Google Pay account from XXXX XXXX for a Rental Car Charge made to my Credit Card on XX/XX/2021. I have my Debit Card attached to my Google Pay account, and prior to this - I had no difficulty sending or receiving payments through my GPay account. 

The original charge was charged to my Credit Card on XX/XX/XXXX from XXXXXXXX XXXX XXXX with the understanding that I would get my funds back through GPay. The funds were subsequently deducted from XXXX XXXX  XXXX XXXX XXXX Bank account ; which was in turn sent to my GPay account by her. Part of the process with GPay is that you receive an Email form Google that someone has sent you money, and if it doesn't automatically deposit to the Account on file, ( this can be Debit, or Checking Account ), you can go in and manually request it. In addition to that - Google claims that if the funds are not accessed by the recipient that it would be returned to the Sender. Also, the monies are not even showing as available to claim in my GPay balance. 

Not only did this process not happen, ( the funds were never returned to the Sender ), but I can not access the funds and even though when I go to my GPay account - I can see that I have been sent the funds- but it has not posted to my Debit Card on file. 

I have attempted to contact Google XXXX XXXX times beginning on XX/XX/XXXX, after we waited more than 10 business days, as they instructed for the monies to be returned to the Sender, but to no avail. I spoke with a person on XX/XX/XXXX where the Representative ( supposedly ) filed a claim for me for the inability to get my funds. Although the Rep told me I would be able to follow up from the email they were sending me- this was a blatant lie. I have included the copy of the response from them - that shows it is from an email that can not receive replies. I attempted to respond to the email and received a response that the email is not a working email, even though the Representative instructed me to do do so. 

Per their instructions, I have uninstalled and reinstalled the App multiple times with no change - I still can not access my funds. I have also deleted and re-added the payment information as they also indicated should be done. They seemingly have no Tech, or Customer Support - and the telephone numbers, XXXX XXXX & XXXX XXXX, that are listed, actually does not go anywhere, and you are not able to talk with anyone. 

The following is a copy of the communication from them ; below that I have included a Screenshot of the payment that was sent by " XXXX '', but STILL, Google has not released the funds to my Debit Card Account on file. It is unacceptable that Google touts themselves as being Technologically up to par, yet is holding my Funds, and none of the failsafe systems are working. I want my money from Google, and I am perfectly happy, deleting, and never using my GPay account with them again once I get my money. 

They you for your help and support, and please advise if you should need any other information from me. 

Hi XXXX, Thank you for contacting Google support. 

This email is regarding the conversation we had today about the issue with accessing your Google pay balance. 

I brought your issue straight to our specialists. After looking into it, it was noticed that you've 2 payment profiles and wherein you've requested for the closure of other payment profile. 

To further look into the details, I was able to check with my experts and reopen your other payment profile. 

Here, could you now please open Google pay app, select the profile picture at the top right and see if you are able to locate the Google pay balance on your account? 

If yes, you may follow below steps to withdraw funds : Open the Google Pay app. 
On the top right of the home screen, tap your profile icon. 
Below your profile, tap. 
Tap Transfer out. 
Enter the amount you want to transfer. 
Tap Next. 
Choose a payment method. 
If theres no payment method, learn how to add a payment method. 
Note : It can take 1-3 business days when you transfer money to your bank account. Debit card transfers are usually instant. There is a fee of 1.5 % or {$.00} ( whichever is higher ), when you transfer out money with a debit card. 
Tap Transfer out. 
If still there is any issue, please help me with the screenshots of the error message and the options you see. 

Awaiting for your reply. If you've any other questions, let us know. 

Thanks! 
XXXX The Google Support Team

Company response to consumer: Closed with explanation