Consumer complaint received 2022-02-14
Company: Google Compare Credit Cards Inc.
State: WA
Product: Credit card or prepaid card
Sub-product: Gift card
Issue: Problem with a purchase or transfer
Sub-issue: Card company isn't resolving a dispute about a purchase or transfer

Complaint:
On XX/XX/2022 I received a XXXX  XXXX gift of {$100.00} Google Gift card from my brother for the purchase of XXXX or in-app game extra for games I play. 

I was reluctant to redeem the card as my personal information has been used to before to create fake Google accounts, then make purchases using other people 's credit cards they confiscated. 

On XX/XX/2022 my brother asked if I had used the gift card yet. I told him no, and he asked why you know I can not get a refund, so redeem it and use. He already knew I was having problems with identity stuff, but he also did not want his money going to waste. 

A few days before my discussion with my brother about gift card I went ahead and setup a new Google account with email, but instead of spelling my first name correctly I changed one letter hoping to throw off anyone that also included my birthday yr. 

Between XXXX XXXX I decided I was going to maybe use the gift card, so I went ahead and redeemed it, with a Google in store balance of {$100.00}. One of the games I started playing one game that had a 30 day trial, then monthly membership. I decided to take advantage by used my debit card. Unfortunately, there was no free trial it went straight to membership, so I was out {$7.00} + tax. My first thought was this is ok, so I played for while ended that game. 

On XX/XX/XXXX I started back playing a game that I had been playing for last few months on computer. I had brought in- app extras before but not using my phone, so somehow I managed to execute and complete several purchase that depleted my balance. 

I looked up on Google their policy forms possible refund, so on XX/XX/2022 I submitted to Google payment a request for a refund with my reason as an accidental purchase. 

On XX/XX/2022 I received an email from Google Payments that my refund for the accidental purchase, and the membership I signed up for using my debit card as I determined it was not what I thought was approved, but they needed more information. This included the a copy or scan of the debit card/credit card & my valid ID. Due to the pandemic many Department of License were closed, so in the interim I was using my valid passport. I sent all of that information over, and within two hours I was receiving the same email about needing more information, so I decided to rearrange the documents and sent it over again. 

Since it was late into the evening I figured I would get an answer the next day. Around XXXX I received two emails. The first was the same email asking for the documents except for one. The other email was telling me due to suspicious activity, and then document review they did my payment profile was temporarily suspended, and no access to the {$100.00} they returned to my Google wallet. 

So I spent the better part of XXXX XXXX talking with Google Assistant that could not give me any information except read me the email sent to me. Each time I explained my situation ( name change, identity issues, money still in my wallet, which is mine not theirs ) and they would transfer me to a different team, who were short with me & continued to read me the email word for word then end the chat cause they had other customers to service, which at the time of chat I was the only person they were talking too at the time. 

Finally after two days of endless dead end chats, one 30 minute phone call where I was on hold for 20 minutes as they looked over the previous chat thread, and emails sasking for the same over and over, followed by email saying the exact same thing but worded different. I decided to get on the phone one last time this to get a refund of my Google wallet balance cause I was not going to let them keep money that is rightfully mine.

After about 20 minutes waiting for my phone to ring since it saved my place I got at representative in some part of Google Payment Department and told she would be able to send the request since they suspended my profile to have the {$100.00} return to me, so I need to be watching my email for the next 24-48 hrs for next steps. I told her ok, and I thought ok if your not going to listen or believe anything I'm saying at least I can get money back, and give it back to my brother. 

As of XX/XX/2022 I have not seen any email yet, but a representative I first chatted with sent me an email to tell me she tried very hard to try and convince them to return the {$100.00}, and they said the decision to keep my {$100.00} was final as are all sales.

Company response to consumer: Closed with explanation