Consumer complaint received 2025-10-01 00:00:00
Product: Prepaid card — Gift card
Issue: Unexpected or other fees — 
Company: Google Compare Credit Cards Inc.
State: CA

Complaint narrative:
Subject : Formal Complaint Regarding Unauthorized Transaction and Unfair Refund Practices by XXXX XXXX XXXX ID : XXXX Dear Consumer Financial Protection Bureau XXXX I am writing to file a formal complaint against XXXX XXXX XXXX an unauthorized charge on my XXXX XXXX account and the company 's subsequent unjust refusal to issue a refund. I believe XXXX 's policies and actions in this matter represent an unfair and deceptive business practice that warrants your investigation. 
On or around XX/XX/year>, a charge of {$5.00} was processed on my account for a " XXXX XXXX XXXX '' subscription. This transaction was not authorized by me. The purchase was initiated by my minor brother who, in a moment of poor judgment, deceived me. He brought my tablet to me and asked me to use my fingerprint to unlock the device. Trusting him, I complied, only to discover a fraction of a second too late that I was not authenticating a device unlock, but was instead authorizing a payment on the XXXX XXXX XXXX. The payment was processed instantly, and the service was activated. 
Immediately upon realizing the deception, I took XXXX actions. First, I disciplined my brother and revoked his access to all my electronic devices to ensure such an incident does not repeat. Second, and most critically, the " XXXX XXXX XXXX '' service has remained entirely unused. No games, applications, or any other content have been downloaded or accessed using this subscription. This means that XXXX XXXX has suffered no tangible loss ; their intellectual property rights have not been infringed upon, as the benefits of the subscription were never consumed. 
Given these circumstancesa transaction initiated by a minor through deception and the service remaining completely XXXX promptly requested a refund from XXXX. To my dismay, my request was denied with a boilerplate response stating the purchase " doesn't qualify for a refund under our policies. '' The full denial read : " We have received your refund request for XXXX Play Pass ( XXXX {$5.00} ), Transaction ID XXXX, but this purchase doesn't qualify for a refund under our policies. We understand this can be frustrating and apologize for any inconvenience. '' This response, while polite, is effectively a final judgment with no clear path for a secondary review or appeal. This rigid and opaque process stands in stark contrast to consumer-friendly practices elsewhere in the industry and leaves customers powerless. 
I believe XXXX 's actions in this case XXXX violate established XXXX consumer protection laws. Specifically : * Unfair and Deceptive Acts or Practices ( UDAP ) : Under Section XXXX of the FTC XXXX, business practices that are unfair or deceptive are unlawful. XXXX 's refund policy, in this instance, is profoundly unfair. It fails to account for mitigating circumstances such as unauthorized use by a minor and the fact that the service was never consumed. By retaining my payment for a service that provided them with XXXX cost or loss, their policy functions as an unjust enrichment scheme. 
* Violations related to the Electronic Fund Transfer Act ( XXXX ) : While I technically provided my biometric data, it was obtained under false pretenses. My authorization was for unlocking a device, not for making a purchase. The spirit, if not the letter, of consumer protection laws regarding unauthorized transfers has been violated. XXXX 's system, which allows a transaction of this nature to be irreversible, lacks sufficient safeguards. 
Furthermore, this rigid policy is particularly damaging to international consumers who XXXX use XXXX 's XXXX services. As a global technology giant, XXXX has a responsibility to offer fair recourse to all its users. For a consumer outside the United States, challenging such a decision is nearly impossible, leaving them with no option but to accept the financial loss. This creates a two-tiered system of consumer rights, where non-U.S. users are significantly disadvantaged. 
My desired resolution is twofold : * An immediate and full refund of the {$5.00} for transaction XXXX. 
* More importantly, I urge the CFPB to investigate XXXX XXXX 's refund policies, especially as they apply to transactions involving minors, deception, and unused digital services. A policy that allows no room for context or appeal is inherently anti-consumer. 
Thank you for your time and for your invaluable work in protecting American consumers. I have attached a copy of XXXX 's refund denial and am prepared to provide any further information required. 
Respectfully.

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