Consumer complaint received 2017-08-21
Company: Google Compare Credit Cards Inc.
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Managing, opening, or closing your mobile wallet account

Complaint:
On XXXX XXXX, XXXX I received an email from Google Wallet informing me that my account had been closed due to violation of the terms of agreement. Google Wallet said my account was not listed as Individual despite my account page listing me as an Individual. There was a form to submit my banking information to return any balance. I did not want to blindly submit my banking information, as Google Wallet already had this information, so I went onto the Google Wallet app and attempted to withdraw the remaining balance of {$7100.00}. This transfer failed so I called the Google Wallet Support number I found online. I had used their app to request a call several times, but each attempt was redirected elsewhere. The Support representative told me my transfer was denied because I had requested such a large amount and had never taken money out before. This was untrue as I had withdrawn money from this app several times and have the screenshots to prove it. She told me she needed to speak to someone in Accounts and would put me on hold briefly. I asked her why my account had been closed since I was not in violation as they claimed. She was unable to give me an answer. She told me that she could do no more and that someone from Accounts would email me in 24 hours. I asked to speak to someone in Accounts and she said that I was not allowed. I waited the 24 hours until XXXX XXXX, XXXX and no email came. I sent an email to Support again asking why no one had contacted me regarding my account. Again I did not receive an email. XXXX XXXX, XXXX I attempted a chat with a representative named XXXX XXXX ( I have screenshots of our entire conversation ) I again asked why my account had been closed and why I could not be refunded the money in my account. The representative again said that they needed to speak with the specialists. Again I was told that my account was closed and could not be activated except by the Accounts team. The representative told me that I would absolutely get an email in 24 hours. I told them that I had seen many complaints from other Google Wallet users that had their accounts abruptly closed and did not get their money back for months, after a long struggle with Google Wallet. At that point I was very concerned because I can not access money that belongs to me and I have bills, etc. The Support chat representative assured me that they would be looking into it right away. Today is XXXX XXXX, XXXX. It has been over 24 hours since the chat and I still have no reply from Google. This is a large sum of money and I do not have any  reply from them as to why they closed my account or why I can not be refunded my money. I am hoping that involving the CFPB in this situation will help me to get my money back and warn other users that this company does not act in good faith. I have attached some screenshots from the chat and the original email from Google Wallet regarding my account being closed. I have more screenshots of the chat and account information if needed.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation