Consumer complaint received 2018-01-09
Product: Credit card or prepaid card — Store credit card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: Google Compare Credit Cards Inc. (TX)

Complaint:
On XXXX/XXXX/XXXX I placed an order directly with Google to purchase the new XXXX XXXX XXXX for a total purchase price of {$1100.00} which included their preferred care plan. To entice the purchase of this phone Google offered to credit the cost of this phone purchase with a {$400.00} trade in credit for my current Google XXXX phone ( also purchased directly through Google ) that was in use within the Google XXXX network. The trade in program they offered included Google sending you a return shipping label to return the original XXXX phone in my possession. After receiving my new phone on XXXX and testing that it was functional I packed and shipped my original XXXX phone to Google using the tracking label they provided USPS Tracking # XXXX which was confirmed received by Google on XXXX/XXXX/XXXX. 

After receiving initial correspondence from Google on XXXX indicating they were in receipt of my shipment but backlogged in reviewing returned devices they indicated an update would be provided shortly. I subsequently received an email from Google on XXXX indicating they were crediting my account for {$70.00} for a completely unrelated phone ( XXXX XXXX ) instead of my returned XXXX phone. I immediately escalated this concern to Google Customer Service on XXXX whom they quickly acknowledged the phone they credited me for was not the device on my plan ( also not the device I returned as I never owned a Nexus product ). After weeks of delays and having returned my device to Google now 2 months ago they have still not correctly credited my interest bearing account the appropriate refund credit. 

My assumption is either a negligent handling of the return process and/or theft of my device from their processing center. My goal is to ensure I am properly credited the remaining {$330.00} from my returned phone and also if theft is involved that they are appropriately reviewing the handling of returns as that device costs roughly a {$1000.00} when purchased from Google implying that it is a Felony. After multiple delays the most recent update I received from Google was on XXXX indicating an update would be provided in 5-7 business days. I informed Google if an update was not presented in the time they indicated I would move forward with a CFPB complaint to ensure other clients were not receiving the same unfair treatment from this program. Today marks 7 business days and an update was never received. 

I appreciate any assistance that can be provided to bring this complaint to a fair and timely solution. I personally can not believe that Google would string a client along for this long based on their negligent handling of this program. If this is a systemic issue of purposefully not crediting clients back on returned devices it should garner government review. 

Google Case ID [ XXXX ] Google Store Financing XXXX

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