Consumer complaint received 2022-05-15
Company: Google Compare Credit Cards Inc.
State: AL
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Other transaction problem

Complaint:
the end of XXXX the last week of XXXX  my phone completely stopped working so between me already signing up for XXXX  XXXX  and their phone services through XXXX  and XXXX I was approved of a phone and services not knowing this I went ahead and bought and purchased another phone through XXXX  and so therefore I did not have a phone until Thursday XXXX  XXXX  so I know I ordered and was approved of both phones XXXX XXXX  so in between me not having a phone up until XXXX  XXXX  I had added $XXXX to my XXXX  XXXX  at XXXX  and on XXXX  XXXX  the only transactions I made an authorized were a $XXXX  transaction through Google  to XXXX XXXX  XXXX to XXXX XXXX  and $XXXX  to XXXX let through Google services that was the only three transactions I approved of it wasn't until XXXX XXXX  when I received my phone from XXXX  XXXX that when I added the app XXXX to make sure I still had roundabout XXXX  nothing happened to you know my money since I couldn't check it I opened the app and I only have immediately I freaked out because I had XXXX missing and all these transactions that were made on Thursday XXXX  XXXX  same day I received my phone's only phone I've used out of the two is the XXXX XXXX XXXX  the other phone is a XXXX  XXXX  XXXX XXXX  haven't used yet not only did I report immediately to XXXX  about those were unauthorized transactions and I asked them to please give me enough time to get the money off the card that was left for somebody else took it and before they cut my card off and allow me to do so that I had to wait until the next day to contact them to find out what I needed to do found out what I needed to do to dispute it did it I disputed it through email in the meantime on XXXX  XXXX  I also got in touch with Google since Google was the merchant that these transactions were going through it was a $XXXX  transaction a $XXXX transaction a $XXXX  transaction and I thought $XXXX transaction and which I did not authorize or make any of those transactions the transactions that were made on Thursday XXXX  XXXX  I did not make Google is telling me that since it's not coming from my account they don't know where it's going to or who did it but it all says Google services and some numbers and letters XXXX h I'll transactions were made for Google services but there's nothing in my Google account I have nothing in my Google account show on where it went out from my account someone has stolen my information and I'm on XXXX  and I only get XXXX  a month and this is my money for the month this is my grocery money for the month and neither XXXX  or Google will give me my money back and I have proof of everything I have proof I didn't have phone have proof that I'm having logged into my account I have proof of everything I have proof of when I order these phones I have proof that I couldn't access my account for days that's the reason why I only spent the first three transactions I made the first three transactions which was on Wednesday the XXXX of XXXX  now I have reached out to Google and did everything Google has asked me to I've also did everything XXXX  asked me to do and XXXX  and two days I say three at the most comes up with their decision they're not giving my money back Google says they're giving me $XXXX  out of XXXX but I hadn't seen $XXXX  and I'm not going to see it and they're not going to see the $XXXX  they all know that I'm going to XXXX and what I make a month and it seems like between the two of them they're the ones who are behind this because I won't give me any information other than they can't find they don't know who without it being done through my account that they don't know who it is or where it went to but I'll try all four transactions say Google services I've got all that I'm pretty sure I have everything you need in order to help me get my money back that that was the only money I had left out of XXXX  and I have to watch every penny I spend every month just so I didn't have any Bank fees or ATM fees my friend owns a storage unit she ran my car to her credit card machine and gave me cash to get the XXXX out my husband's doesn't know how to do the transactions and things on the card he has no need to do it he wouldn't do it matter of fact he's in the hospital and the XXXX hospital  in XXXX Alabama and they're not even allow phones there but how can Google tell me they know it come from this device from my device when I didn't even have a device what I downloaded XXXX  and seen it was on there I immediately called XXXX  and told them what was going on and I remember somebody telling me before to call the merchant to make it a dispute with the merchant so I did but between the two of them I feel like it's someone from Google or someone from XXXX  that is taking my money I don't know who's taking my money I didn't take it I didn't give it to nobody cuz I don't have it to give and I'm I'm over here XXXX like I'm glad everybody else can eat because I can't I'm sorry I'm sitting I'm crying I just don't understand how I have so much proof that I didn't even have access to a device to send or give somebody the last bit of money I had to buy groceries with $XXXX  might not be a lot too much too many people but it wasn't just XXXX  it was supposed to be XXXX I only had XXXX  and my account so $XXXX  and XXXX  is $XXXX  for my groceries and that was cut in half and as rude as they've been to and not trying to get any kind of information or more information that I have that I can prove that it wasn't me I mean if they can't see that it was taken out from my Google account or my Google account wasn't used to take this money out or just send this money but I'm pretty sure they can tell who's Google account it was please I'm begging for your help

Company response to consumer: Closed with explanation