Consumer complaint received 2016-02-05
Company: Google Compare Credit Cards Inc.
State: SC
Product: Money transfers
Sub-product: Domestic (US) money transfer
Issue: Other transaction issues

Complaint:
( GW stands for Google Wallet ) I am missing {$200.00} from a $ movement transaction w/ GW . I attempted to get this resolved through the XXXX however my complaint was closed down and referred to as " Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied. '' My issue has n't been addressed so I decided to reach out via another source. 
On XXXX XXXX I requested {$500.00} in the form of XXXX {$200.00} & XXXX {$100.00} separate requests to be sent from my ckg to GW. GW indicated the $ would be available on XXXX XXXX. On XXXX XXXX, my bank stmt indicated {$700.00} in the form of XXXX {$200.00} & XXXX {$100.00} separate requests were sent to GW instead of {$500.00}. I contacted my bank and they refunded my unauthor. {$200.00} from GW. On XXXX XXXX {$500.00} as author. by me was available at GW. On this same day my GW acct was suspended due to suspicious activity. This was resolved the same day via showing my license and documentation with my address on it. However, the following day, {$200.00} out of my {$500.00} with GW was " refunded back '' to my ckg acct. I have an email from GW ( attached ) indicating such. I noticed on this same day that my ckg acct that was linked to GW was no longer attached. I have yet to receive the {$200.00} that GW sent back to my ckg acct. Since XXXX XXXX I have been trying to seek resolution. I have been told that this was a chargeback to my ckg acct therefore the money was refunded by my bank and I have also been told that it was a refund which should arrive to my ckg acct within 10 to 12 business days.When my bank instructed me to verify my ckg acct info with GW, I am told by GW that they are unable to do so and all they could give me was a GW transaction number that holds no use at my bank. I have attempted to explain that the {$200.00} my bank refunded for me is not the same {$200.00} that GW considers a chargeback. I believe GW has confused the transactions and are treating them the same although they were to be treated as XXXX separate transactions. What I believe has happened is that the extra {$200.00} that was taken out of my ckg acct was rerouted by someone who was fraudulently gaining funds from my Google Wallet. If this happened and GW did not receive the additional {$200.00}, because my bank demanded the additional {$200.00} back, GW gave {$200.00} from my authorized funds as a way to resolve the bank demand. When discussing this issue with my bank they indicated that GW was not safe to use due to how easy it is for people to access your GW acct to steal money. My concerns have apparently been escalated to 2 supervisors named XXXX and XXXX as well as " higher operations '' and I have n't received any updates or resolutions since XXXX XXXX through GW 's customer service system. 

Since the complaint at XXXX, I have shared my bank statement ( attached ) showing the XXXX {$200.00} transactions and XXXX {$100.00} transactions as well as the recovery of XXXX {$200.00} transaction by my bank. GW has also indicated that in their system they showed XXXX {$200.00} transactions on XXXX however their system rejected XXXX {$200.00} payment and it went back to the source, my ckg acct. I explained to them that this was n't the case because if XXXX {$200.00} transaction came back to my ckg, then I would have only had {$300.00} in my GW acct on XXXX. If I would have had {$300.00} in with GW, I would not have been able to make {$280.00} in transactions from XXXX XXXX until XXXX XXXX AND have GW " chargeback '' {$200.00} of the funds. I would have been in the negative, so clearly XXXX {$200.00} and XXXX {$100.00} came through on XXXX and was avail. on XXXX XXXX as authorized. Perhaps the {$200.00} that the GW system rejected rerouted the $ to the wrong acct. Last GW and I left off they wanted me to reopen a case #, follow up on their system so it can be pushed to billing and payments for further investigation. I do n't feel confident to allow them to handle it solely through their customer service system. I have tried that and have n't heard anything since XXXX XXXX.

Company response to consumer: Closed with explanation