Consumer complaint received 2022-09-07
Company: Google Compare Credit Cards Inc.
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
On XX/XX/XXXX or XX/XX/XXXX I opened a google pay account for the first time in my entire life. When I logged in, my payment profile didn't have my information and it had debit cards from previous transactions i've mad using google ( to order panera online for pick-up etc. ) I had NEVER actually used Google Pay or the APP, just as a form of payment if needed for food or something so I never had to set up a profile or anything. A friend of mine " XXXX '' sent me money on Google Pay once on XX/XX/XXXX. She also sent me money on XX/XX/XXXX. I cashed out the first amount that she sent me with no issue. When I woke up on XX/XX/XXXX, I went to deposit the rest of the balance into my bank account and was advised VIA the Google Pay app that I needed to verify some information on my payment profile. They stated I needed to verify my ID and a form of payment. I assumed they were asking me to verify my ID and the card I had on file. So i uploaded my ID and the card I currently had on file. They came back and stated it wasn't valid. I logged back into my Google Pay account and on the first page they were asking for me to update my personal info ( Address, Full legal name, DOB and SSN ) so I did, then a pop showed that I was in the clear. I saw there was still an alert on my account so I clicked it and it showed I STILL needed to payment information. I went back to re-upload and realized they were asking me to verify another card. XXXX that isn't even on file and that i no longer possess. I honestly don't even remember the last four or what card it was. I asked Google Pay customer service " why are they asking me to verify a card that i haven't used and don't even have? '' I also asked " why wouldn't you ask me to verify the only card i currently have on file and the one i just deposited money into from my google pay balance? '' The customer service agent that I spoke with stated that " it doesn't matter if the payment type is no longer on my profile, they may ask to verify any card previously used if there is suspicious activity '' ( which it wasn't. i added my debit card and deposited money, the google account is clearly under my full legal name and etc. the same information they requested me to verify in the google pay app. ) So I then ask an agent to go over my purchase history to show when I used that card. I had already went through my payment history from XXXX to now and had a total of 7 purchases MAYBE, and none of them were completed with the card they are requesting me to verify. The agent also stated that there are no purchases made with that card. I spoke with OVER 15 agents with Google Pay and not a single one could give me an answer for ANYTHING. They kept telling me a manager would call me back and the people who would contact me could barely even help me also, they would then tell me they'll send me an email. Im for equal opportunity and so on, but I needed to speak with someone who UNDERSTOOD what I was saying... NONE of the agents understood what I was saying or asking which us why I spoke with over 15. I had to constantly repeat myself and they were giving me answers that had absolutely nothing to do with what I was asking or trying to clarify, I kept getting pushed around in circles. And NO resolution. First they told me I can REQUEST a refund for MY remaining balance. First of all I shouldn't have to REQUEST ANYTHING if it's mine. A refund should be GIVEN and AWARDED to me because it's MINE. SECOND of all, i then received an email stating because I could not verify the information they would be turning over the funds to the proper state authorities. I reached out to Google Pay again, and asked them how do i retrieve my money and once AGAIN no one has an answer. Google Pay is stealing my money and i am willing to start a lawsuit against them for stealing my money and false advertisement with their support, amongst a bunch of other faulty in how they handled this situation per LAW.

Company response to consumer: Closed with explanation