Consumer complaint received 2020-03-31
Company: Google Compare Credit Cards Inc.
State: MO
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
My issue is with a Google Pay account of mine. It was suddenly suspended and done without contacting me of said suspension action taken. Further, upon contacting Google Pay support I was told it was due to sudden suspicious activity on the account, but wouldn't and still to this day have not given me any specific reason or reasons when asked why specifcly this suspension action had was taken. This I believe occured in XXXX. I was told to submit verification documentation yo reinstate the account. I did so over and over and over again. Literally well over 25 times I submitted documentation when asked, only to each and every subsequent time be told the account would still remain closed. Finally, I asked for the money to then be transfered via a secure transfer form on XX/XX/2020. I was told on XX/XX/2020 the amount of my remaining Google pay balance had been transferred and wouldn't be longer then 10 days maximum in which they would post to my requested banking account. Well upon checking with my bank I was told they had received no such deposit ( rejected/pending/posted or otherwise ). They stated they received no transaction from Google or anyone in the amount of {$34.00}. I proceeded to make Google aware of this, only to continually be told it had indeed been sent. It was my bank that was wrong and my bank withholding or delaying the funds. I proceeded to explain to them the contrary. Only to be told by each and every individual, including shift supervisors I was indeed mistaken and to allow a few more days. Mond you it only took a verification deposit 4 hours to post to my account. Not 18 days! Further, I constantly asked for transaction details for the transfer inquestion they'd allegedly made on XX/XX/2020. Only to be told ludicrous reasons as to why they were unable to do so. I still haven't received suposed transacting details. Finally on XX/XX/2020 the money shows up again, but not in my bank account, but rather back into my Google pay account as a Goohle pay balance in the amount of {$34.00}. So now, after almost 3 weeks my money gets put back into an unusable account for transacting my {$34.00}. Again, I receive alerts saying to please verify your account by submitting the following documents for reinstatement. Well again, I proceed to submit daily these documents, to then within minutes to hours receive the same notification as before. After review of your documentation your account will remain suspended, etc, etc. Long short of this is I have spent hundreds of hours now attempting to get back my {$34.00} that should have never been taken, seized, frozen, or otherwise from the onset. As this decision was without merit and I believe done rather out of retaliation for my subsequent poor reviews of Google products, apps and my strong opinion of what I consider to be an otherwise incompetent company regarding their handling of this. As well as many previous launched feedback and comments regarding a strong disliking of Googles attempts to mandate their products onto XXXX   mobile phone manufacturers without the ability of the consumer to delete or uninstall Google applications. This has now been ongoing for approximately 3 months and have still not received my money via a transfer reimbursement to my account or been granted reinstatement of my Google pay account to use these funds. I have submitted over 50 different verifying documents and even had my bank verify my identity and address Google that I am the card/account holder of the card/account in question. I would greatly appreciate help with this as this is resiculous and because they feel their terms of service agreement makes then sovereignly immune to any subsequent legal actions, that they can do whatever they want without any repercussions of they're actions or lack there of. This has brought me much stress undue, and unjust hardships. They just don't care! Hopefully you might help in me in the aforementioned issue. Id appreciate it and I thank you kindly.

Company response to consumer: Closed with explanation